Vantage Communications Worldwide Communications, Single Customer View

Features

Key Vantage Contact Center Suite Features Include:

• Intelligent Call Handling - Customize call routing and treatments based on customer defined conditions
• Supervisor real-time view of overall agent and queue key performance indicators (KPIs)
• Real-time and historical reports of agents and queue activities and performances
• Drag and drop, point and click management for supervisor queue and splits reformation
• Supervisors. Pre-calculated SLA's, can also change thresholds on the fly with simple buttons
• Can monitor on site or remote users via barge in for training and supervision, and wireless phones as well
• Agent and Supervisor application with browser GUI
• Supervisor real-time monitoring and control of individual agents & queues
• Seamless integration with recording and predictive dialers
• Call Context Collection - IVR, Web, CTI
• Multi-media Queues - voice, voice mail, fax, email, chat, video
• CRM integration
• Monitoring & Control - agents, queues
• Logging & Recording
• Real-Time & Historical Reporting Provides managers with decision-making tools - from real-time displays to historical reports - reflecting contact center activity, agent performance, resource utilization and trends, thereby facilitating timely and informed operational decisions
• Skill-based Routing - Route callers to the resources best equipped to handle specific inquiries or customer segments, improving caller response and handling time