The Call Center – Agent client is designed to support the needs of Call Center agents in
any environment. It supports the full set of call handling functions, ACD state
management, integration of multiple directories, Outlook integration, and other features
required in large call centers.
- Automatic Call Distributor (ACD) - Intelligent call routing and queuing.
- Enhanced ACD - Advanced queuing, call routing, and wrap-up timer settings.
- Agent and Supervisor Clients - Intuitive client interface for greater agent productivity and management oversight.
- ACD State Synchronization - through the web agent or IP phone interface.
- Call Center Reporting - Preset real-time and historical reports in graphical and tabular form.
- Music On Hold and Comfort Announcement - Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio.
- Monitoring - Real-time monitoring by supervisor of agent’s status and queue performance.