Innovate for Call Centers also supports traditional call center features:
- Overflow- Incoming calls can be forwarded to an overflow phone number when queue is overloaded
- Agent Log in/Log off- Calls are only presented to agents who are on duty, and agents can log into several call centers
- Hoteling for Extension Mobility- Agents can log in at any available workstation while maintaining unique user settings
- Service Integration- Any Telovations personal service, such as Call Forwarding, Call Notification, Call Screening, and Voice Messaging, can be assigned to a call center agent to customize the call center group.
KEY FEATURES
Improve Customer Service- Ensure all incoming calls are serviced efficiently under any network condition and at any time
Create Virtual Call Centers- Establish call centers anywhere in the world with PCs and a broadband connection—without additional hardware, PC-resident software, or traditional phone lines
Offer 24x7x365, Follow-the-Sun Customer Care- Ubiquitous services with a single number for distributed call center locations
Manage Calls Effectively- Choose from a range of call distribution policies including skills-based call distribution
Minimize Costs- Provide the option for agents to work remotely with access to all call features— offering a smart way to increase staff without renting office space.
Call Center Agent
The Call Center Agent client application lets call center agents perform call-control and agent state control functions directly from their desktops for IP phones or analog phones.
Simplified interfaces let call center agents answer, direct, and complete calls more quickly to increase productivity and improve the caller’s satisfaction level.
