Comprehensive Cloud Contact Center Solution

Agent Productivity

Agent Desktop

  • Web-based agent desktop
  • Internal Chat
  • SMS, Mobile, Voice and Web chat in single UI
  • Full call control
  • Flexible custom forms
  • Built-in softphone and choice of connection options including dial in and keep line open, DID and SIP phones

Agent UI in Salesforce.com


  • Service cloud
  • Sales cloud
  • Activity history updates
Salesforce.com Integration

Powerful supervision tools

Supervisor Desktop, Dashboard

  • Real-time stats
  • Alerts
  • Recording
  • Monitoring, barge-in and coaching
  • Grading, in course of call, and during review

Full-Featured IVR & Multi-Media Scenarios


  • Integrations with Salesforce, web services and SQL databases
  • Reports for block execution and disconnect frequency, for improving usability
  • Flexible scenario mechanism for voice, chat and mobile interactions
  • Web-based drag & drop GUI editor
Multi-media IVR Scenarios

Multi-Media Interaction Routing

Multi-media ACD Routing



  • Virtual queue, to offer people to call them back in the order the call was received
  • Overflow, to count extra load sent to and processed by other teams
  • Escalations, to try for best agent first, or keep most versatile agents last
  • Multi-skill, for perfect call to agent matches
  • Multiple simultaneous interactions per agent, with urgent override capability
  • Priority override delivery to busy agent capability

Outbound campaigns


  • True predictive
  • Preview
  • Flexible list management
  • Pop-up forms, point-and-click customizable
  • Campaign operator console for control and monitoring
  • Periodic FTP/SFTP import/export
  • List APIs
Campaign Operator Dashboard

Comprehensive reporting

Comprehensive Reporting
  • Agent productivity
  • Service volume, level, abandonment
  • Outbound occupancy, success rate, and dispositions
  • Salesforce.com dashboard with call center data
  • Graphs and charts
  • and more
  • Access via built-in interface, scheduled delivery or directly with 3rd party tools

Easy and powerful administration tools

Administration Portal

Cloud APIs and integration tools

  • List management
  • Results export
  • Tenant management
  • PCI recodring control
  • Click to dial
  • Screen pop
  • Web services access
  • DB access

Tech Specs

Clients
Internet Explorer
Chrome
Firefox
Safari


Phone options
Supplied softphone plugin
Nailed-up connection (dial in and keep line open)
PSTN number (e.g. DID) or mobile
SIP hardphone


Deployment options
SaaS from our or partner’s datacenter
Public cloud
Private cloud or hybrid


Platform
Multi-tenant
10-5,000 concurrent agents in a single routing target
Fault-tolerance and resiliency via proprietary N+1 redundancy
Generic servers (BBU RAID and dual power are recommended)
Linux CentOS 6.5+ or Windows 2008 R2


Codecs
G.711
G.729


Recording
GSM mono
FLAC lossless stereo (for speech analytics)
AES-NI 256-bit encryption (128-bit in countries where 256-bit encryption is not allowed by US export control)
Voice Signature support


Media
SMS text messaging
Mobile
Web Chat
Voice


Mobile
IOS
Android
REST API, free library and example code


Routing
Multi-skill, with:
Priority
Escalations
Overflow
Idle-time/time in queue