Hosted Call Center

Posted Sat, 07/03/2010 - 22:51 by invadmin

The CTI SIP based Call Center Services provides a comprehensive feature set at a low cost for organizations wanting to add Call Center functionality to their infrastructure.  Flexible routing allows calls to be delivered to the appropriate agent based on hunting and availability rules.  Also included in the Call Center application is full VoIP based call monitoring and call recording, as well as real-time statistics for performance measurement.  With SIP and IP at the core, agents may be geographically distributed allowing for peak hour modeling with part time staff working from remote locations, including home offices that could even be overseas.  Call center agents can use any SIP based hard phones or soft phones in conjunction with the web based SNAPsolution Agent Portal to manage all of their inbound or outbound calls.

Highlights:

  • Serve multiple Call Center locations from a common hosted platform
  • Agents can be Geographically Distributed
  • Fully Customizable IVR Functionality
  • Leverage Call Center Technology with Hosted PBX Applications
     
  • Flexible inbound routing based on hunting rules and availability
  • Complete set of web portals for each user type
  • Scalable and Highly Available architecture for minimal downtime and maximum growth

Key Features

Web-based Agent Portal Call Recording Brandable Web Portals at each level
Automatic Call Distribution XML Interface Deployment Engineering
Configurable Call Monitoring Flexible Rating & Billing SIP Client Integration
Call Center Reporting Hunt Groups System Integration
Geographically Distributed Agents Call Queuing  

There are multiple web portals available to the users and administrators of CTI Call Center Services. With the SNAPviews web portals, configuration and management are simple and straightforward. Each user level within the application, from end-user to NOC Engineer, has a distinct web portal to address the diverse features of the application.

The following is a list of the functionality provided by each of the SNAPviews web portals for CTI IP Call Center Services.

User Portal

  • Click to Call
  • Domain & Personal Phonebook
  • Find-Me/Follow-Me
  • Personal Call History
  • Call Forwarding & DND
  • Manage & Send Voicemail
  • Manage & Record Greetings
  • Manage Account Settings
  • Prepaid Account Balance

Front Desk / Operator Portal

  • Call Queue Management
  • Hunt Groups
  • Automatic Call Distribution
  • Call Hold & Transfer
  • Call Park
  • Call History

Domain Portal

  • End-User Provisioning
  • Auto Attendant Configuration
  • Directory Configuration
  • Device Provisioning
  • Device Monitoring
  • Voice Mail Administration
  • Music on Hold Configuration
  • Hunt Group and Call Queue Management

LEA Portal

  • CALEA Capabilities
  • Call Recording
  • Call Monitoring

Admin Portal

  • Superuser Capabilities