Contact Center

Enterprise Suite Contact CenterThe Iwatsu Enterprise Suite Contact Center processes and delivers calls to the appropriate recipient using the most efficient method available. This includes the ability to route calls within the organization using automated company greetings, menu options and even automatic speech recognition that allows voice-activated call routing. Additionally, Iwatsu Enterprise Suite Contact Center allows the routing of calls based on caller ID, time of day, call type, account codes and more.

 

In multi-site networked environments, Iwatsu Enterprise Suite Contact Center seamlessly connects locations and even remote agents into one easily-managed entity.

 

 

Iwatsu Enterprise Suite Contact Center: Applications

  • Instantly screen-pop customer files or records on an agent's PC
  • Customize automated company greetings, menu options and directories to efficiently route incoming calls
  • Allow callers to speak menu/directory selections using voice-activated call routing
  • Route calls based on caller ID, time of day, call type, account code and more
  • Record all agent calls for establishing best practices or compliance mandates
  • Records all on-screen activity of the agent for performance coaching and training
  • Conveniently make changes to greetings and menu options from anywhere offsite
  • Pre-record custom in-queue messaging and on-hold announcements

  • Program the system to automatically add agent groups during heavy call volumes

  • Track all agent activity and provide supervisors with real-time ability to measure
    agent performance and call center activity

 

Iwatsu Enterprise Suite Contact Center: Networked Environments

  • Network multiple offices to operate as one transperent contact center
  • Provide one main number and dynamically route callers to any extension or ACD group within the
    contact center network
  • Allows agents and supervisors to work remotely (e.g. home offices) with seamless access to contact center
    features and call handling capabilities via an IP phone
  • Offer dynamic and flexible work arrangements and extended support in more time zones with remote
    agents and supervisors
  • Generate comprehensive, centralized reporting for multi-networked contact centers