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Call Center

 

CALL CENTER FEATURES

• Automatic Call Distribution (ACD) – Quickly route callers to the appropriate agent with the correct skills and in the right priority, using a flexible set of routing policies 

• Queuing – Ensure that incoming callers never receive a busy signal or no answer, and are greeted with appropriate announcements and hold media (audio or video) 

• Virtual Queues – Queues can include agents and supervisors that span multiple locations, allowing employees to work from anywhere 

• Web-based Agent & Supervisor Desk Clients – Provide a next-generation look and feel for call center management and options for when, where and how users manage their customers, agents and queues 

• Powerful Reporting Engine – Supervisors and Managers can monitor real-time queue and agent activity, as well as generate in- depth historical data and trends on queues and agents, allowing them to improve performance and ensure that calls are handled efficiently 

• Unified Communications – Users can leverage the full suite of iMOBX'S Unified Communications capabilities, including on-demand conferencing and collaboration 

• Group Chat & Presence – Enhanced communications within a call center using group chat and presence tools. 

• IVR/Auto Attendant – Guide callers through with self service applications, using voice or video prompts to identify the appropriate queue or agent