Contact Centre Solution
Agent login into the contact center platform using the web interface to handle the calls and perform the call management operations like Hold Call, Release Call, Dial Call, call transfer, call consult, call conference etc. Agent can handle both inbound & outbound calls using the web interface.
This web-based interface includes the standard CRM to manage the call related data like customer form, call dispositions, callbacks etc.
Agent performance dashboards are also available so that agent can analyze his performance parameters like Login Time, SLA, ATT, ACW etc.