If your organization has many incoming calls, this module is for you!
This is more then a call center application, it is a true contact center application. You immediately see the incoming calls and how many calls are queuing, and an unlimited number of queues and any mix of agents is possible.
It is even possible to provide certain clients whit VIP status. so they are provided priority service.
Voice,Fax, e-mail and callback call types are now available for VisualContact (imxAgent).
- Screen pops
- User GUI configuration (queue announcements, recording etc)
- Call Back
- Multimedia queuing - Voice/Email/Fax (Web chat in development)
- Unlimited Queues/Agents
- Agents skill based routing
- Agents can belong to any number of queues
- 3 levels of call centre agents
- Visibility of call details in real-time, as well as daily statistics
- CRM style agent call notes
- Wrap up codes with agent based wrap up time
- Soft phone keys
- Live record
- Drag'n'drop agents
- BIRT reports provide export facility, graphics etc