CALL CENTERS

CALL CENTERS

Until recently, the hardware and software necessary to run a call center required large budgets and heavily staffed IT departments. Smaller companies had traditionally been left to do the best they could with what they had or were forced to outsource when they really would have preferred to keep the call center in-house. With the advent of software-based phone systems such as Artisoft's TeleVantage, all that has changed. With TeleVantage you can:

Use call center capabilities to enhance customer service, reduce costs, and improve your business's bottom line

Queue calls in order received

Route calls via a variety of sophisticated algorithms (from top-down, round robin, or all agents simultaneously, to the longest idle agent, least busy agent, or the agent with fewest answered calls)

Route calls according to agents' skills; route calls to overflow agents when all primary agents are busy

Seamlessly support IP agents to enable virtual call centers staffed by contract or remote workers

Adjust data-driven call priorities to support calls from premier customers

Improve training and management by silently monitoring, coaching or joining in on calls; record calls for future analysis and quality assurance

Display live queue or agent information, including hook state, status, and statistics for the shift; monitor statistics on a local PC, over the Internet or through the telephone user interface

Report on and analyze agent and queue performance and overall system utilization using comprehensive, real-time data

Enable third-party development of IVR and CRM applications, including API access to caller-entered data, such as customer or incident numbers

Answer calls hands-free using headsets or speaker phones

	Use call center capabilities to enhance customer service, reduce costs, and improve your business's bottom line
	Queue calls in order received
	Route calls via a variety of sophisticated algorithms (from top-down, round robin, or all agents simultaneously, to the longest idle agent, least busy agent, or the agent with fewest answered calls)
	Route calls according to agents' skills; route calls to overflow agents when all primary agents are busy
	Seamlessly support IP agents to enable virtual call centers staffed by contract or remote workers
	Adjust data-driven call priorities to support calls from premier customers
	Improve training and management by silently monitoring, coaching or joining in on calls; record calls for future analysis and quality assurance
	Display live queue or agent information, including hook state, status, and statistics for the shift; monitor statistics on a local PC, over the Internet or through the telephone user interface
	Report on and analyze agent and queue performance and overall system utilization using comprehensive, real-time data
	Enable third-party development of IVR and CRM applications, including API access to caller-entered data, such as customer or incident numbers
	Answer calls hands-free using headsets or speaker phones