Iwatsu Contact Center Agent Features
Centralized,
multi-site networked and distributed agent contact centers alike enable
agents to provide what matters most: customer care. And the Iwatsu
Enterprise Suite Contact Center delivers. Regardless of their location
within the contact center, agents are presented with customer record screen
pops as the call arrives—allowing the agents to appropriately address the
caller.
Moreover, anytime the call is transferred to another agent or department within the contact center, the record remains with the caller. This provides the high-touch customer service callers demand.
Iwatsu Enterprise Suite’s dynamic load balancing ensures the contact center
agents are appropriately utilized. Calls are balanced throughout the contact
center and/or contact center network—eliminating the disparity between idle
and overworked agents.
Remote / home office agents seamlessly access the same contact center assets as their in-office peers using an Iwatsu Icon Series IP station and a PC
With a call, the agent receives a screen pop containing details about the caller from the company contact management software.
This allows the agent to appropriately address the caller and provide a personalized caller experience
Caller record remains with the caller, regardless to the call transfer stream
Agent wrap-up allows a set time to wrap up notes or enter data before answering the next call
Help feature instantly alerts supervisors to silently monitor, record or coach an agent on an important or difficult call
Contact Center agents can temporarily place themselves in “Not Available” status to prevents calls from ringing their station
Contact Center supervisors can login and monitor up to 250 agents or call groups simultaneously
Contact Center supervisors can silently monitor agents and even interrupt or “Whisper Coach” the agent
