The Contact Center 6 call centre software enables users to integrate contact centre activities with existing core business processes.
A real-time event feed generates group, queue and agent information through an open application programming interface (API), enabling systems integrators and customers to create custom applications and integrate the software with existing business applications. The API is accessible to all system integrators and customers through the company’s developers network.
The Agent Dashboard web-based application enables supervisors to publish customised dashboards for agents. The dashboard, which can be deployed for use on iPads and mobile devices, also provides a consolidated view of the call centre.
Contact Center Interaction Viewer allows an end-to-end view of all interactions, including multimedia interactions. Complete call details, including information collected in the IVR from database dips, are available.
Communicator is a fully integrated unified desktop client for all user. Users in a call centre role can answer calls, chat and email while receiving detailed interaction information on this unified client.
The software increases support for up to 1000 concurrent agents and 2000 total agents, making it suitable for enterprises and mid-sized users with large call centres.
Enhanced reporting and fast report generation enable tracking of calls from when they hit the system until they are resolved or exit the contact centre.