Iwatsu Enterprise Suite Contact Center
The 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 transparent 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
