Virtual Queue Based Routing
- Agent profile/Skills-based routing
- Data-driven routing
- Business Rules-based routing
- Last agent routing
- Cost/Revenue-based routing
- Service-level routing
- Interaction-based routing
- Blended queuing
DTMF and Speech IVR
eServices Interaction Routing
- Email, chat, and Co-browse
- Social network and SMS text
Agent Performance Optimization
- Live call monitoring
- Quality assurance recording
- Call recording screen capture
- Variable percentage recording
- Full-time recording
- Text and speech analytics
Workforce management
Enterprise Workload Distribution
Outbound dialing
- Preview dialing
- Progressive/predictive dialing
- Campaign management
- Alarm Notifications
Enhanced agent capabilities
- IP soft-phone (Vendor Provided)
- Desktop IP phone
- Agent scripting
- Agent voicemail
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Multiple Callback Options in Queue
Automated Agent and Customer Surveys
Cross Application Single View Reporting
- Real-time reporting
- Performance dashboards
- Historical reporting
Cross Application Single Point Administration
- Provisioning across applications
- Flexible routing control
- Consolidated enterprise reporting
- Streamlined data
- Mobile dashboard access
- Wallboard integrations
System solutions
- CTI/Screen pop API
- Mobility application integrations
- Remote and work at home capabilities
- Back office and CRM integrations
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