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Contact Center (CC)

Contact Center addresses the needs of inbound voice contact centers by including advanced routing, real-time management and historical measurement tools. Contact Center is for small-to-midsize contact centers with the need to analyze their performance and optimize results.

• Advanced call routing
  Route calls based on customer number, automatic number identification (ANI), or skill group order
• Real Time management
  A comprehensive view of current activity and tools for correcting identified problems.
• Advanced reporting
  Customizable templates and scheduling of relevant key performance indicators.
• In Queue Announcements
  Up to 20 in queue announcements with support for caller interactions while in queue to redirect their call to other destinations.
• Multiple music sources
  Customizable music-on-hold sources based on the type of service they are calling from/to
• Overflow and Interflow
  Automatically apply additional resources to calls waiting too long or divert callers to alternative service options.
• Outbound Dialing
  Caller requested scheduled call backs and abandoned call backs.
• Presentation of Customer Information
  Presentation of caller information (number) and collected information from the customer (such as account number, order number)