- Extended ACD mechanism
- Skill-based routing
- Possibility to operate in inbound or outbound mode.
- Possibility to use additional communication channels (SMS, e-mail, fax, etc.)
- On-demand calls support („Call me back”)
- Advanced connection control (transfer, consultation, conference, hold, etc.)
- Customer contacts history recording.
- Presentation of customer data on consultant’s computer screen (pop-up windows)
- Scripting
- Management and monitoring of consultant’s work through supervisor’s application.
- Internal communication between supervisor and consultants (chat function)
- Extended on-line statistics and historical reports, possibility to export to a chosen format
- Integrated IVR module
- Integrated text-to-speech (TTS)
- Integrated ASR with full support for Polish
- Cooperation with the telephone exchanges of leading manufacturers
- Cooperation with analogue telephone lines, PRI ISDN, BRI ISDN
- Cooperation with Voice-over-IP (VoIP) protocol
- Close integration with call logging system
- Integration with wallboards
- A built-in voice mail module for Contact Center
- The possibility of further development by third parties (Contactis SDK)
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