The Evolved Office: Call Center
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Target customers include:
Customers and prospects with multiple Call Center locations
Customers using or moving to remote agents
Customers with Call Center needs looking to reduce TCO
HPBX customers with reporting needs for hunt groups
Track sales or customer service team productivity and inbound activity for average speed of answer or abandon rate
Business Rules
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Call Center Features by Product
Call Center Feature | Handset | OSSmosis | Unity Agent | Web Agent | Supervisor |
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ACD Join/Unjoin | X | X | X | X | |
ACD Login/Logout | X | X | X | X | X |
Agent State Control | X | X | X | X | X |
Call Handling | X | X | X | X | |
Escalation | X | X | X | ||
Presence/IM | X | X | |||
Real Time Reporting | X | X | |||
Enhanced Reporting | X | ||||
Queue Statistics Display | X | X | |||
Barge-In | X | ||||
Silent Monitoring (Agent and/or Queue) | X | X | |||
Supervisor Forced Agent State | X | X | |||
ACD Call Prioritization | X |
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