Inbound
Functionality |
| Full media blending |
| Inbound ACD |
| IVR Interface |
| Direct DID Lines |
| Inbound Call management - ACD |
| Inbound group skill based routing |
| Digital recording |
| Estimated queue time announcements |
| ACD and Queue Abandonment solutions |
| Personalized Voice mail by Service / Campaign |
| Personalized greeting messages according
to specific DID |
| Automated call backs |
| Phone book management |
Outbound
Functionality |
Automated Multi-mode Dialing: predictive,
progressive, preview and broadcast mode – DialTek
delivers more “Hellos” |
| Automated detection of wrong, busy and disconnected
numbers |
| Automated answering machines detection |
| Skill based routing |
| Managed Caller ID for each program or campaign |
| Management of Maximum number of rings |
| Wrap-up time configuration |
| Call distribution, up to 10 skill groups
|
| Automatic call back at fixed time and dates
|
| Operator management |
| Call file management |
| Real-time call file management |
Web Script Generator |
| Personalized script generator |
| GUI Toolbar for database connectivity, rebuttals
and multi media actions |
| Label, fields, combo boxes, actions, data
entry fields and objects |
| Pop-up interface functionality |
| Automated call recording |
| Conditional branching |
| Script generator branching verification |
| Thin client ideal for remote agents |
| Fully web-based interface |
| Database connectivity |
| Syntax and query calculations |
Media
Center Module |
| Media Center: Real-time Fax, email and printing
|
Agent
Functionality |
| Agent Profile determined by access code |
| Full Media Blending Agent Console |
| Automatic Agent pop-up notification |
| Soft phone capabilities using Telephony Toolbar |
| Automatic call routing |
| On hold capabilities |
| Call recording |
| Voice and Data Call transfers |
| On demand help notification to Supervisor |
| Real-time queue monitoring |
| Call transfers directly through PSTN |
| Call Back management / per call basis |
Supervisor Functionality |
| Unified Supervisor Screen |
| Agent, campaign, group, inbound, outbound etc… real-time
supervision |
| Real-time statistics |
| Cross reference results per Agent basis |
| Alerts depending on agent performance |
| Quality assurance recording |
| Supervisor Voice interaction |
| Agent status notification |
| Whisper, monitoring, conference and Supervisor recording |
| Queue real-time performance monitoring |
| Local Supervision |
| Remote supervision capabilities |
| Remote voice monitoring |
| Detailed and real-time file analysis and agent qualifications
|
| Production statistics by campaigns and by agent |
| File Cross analysis calculation |
Inbound Email Management |
| Email distribution based on skill sets |
| Full media blending |
| Internal email transfers reflecting skill groups |
| Attachments capabilities |
