The Operator Console

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Productivity in call handling

  • Intelligent routing, queueing by operator skill/department
  • Configurable auto-attendant, felxible announcements
  • Best-in-class directory management, searching, etc
  • Comprehensive presence-enabled visibility and control, with desktop, calendar, and phone state integration
  • Instant messaging and Email integration

Add-ons and management tools

  • Hospitality package – wake-up, do-not-disturb, etc.
  • Supervisor – Management and reporting
  • Wallboard – graphical display capabilities
  • Multiple partitioned directories, multi-site support

We have Microsoft’s Customer Experience White Spaces Covered:

Skype Console

  • Native / UCMA Integration
  • ONLY Console for Skype Cloud PBX
  • Works with E5 License
  • Cloud / Hybrid / On-premise deployment

Contact Center

  • Native / UCMA Integration
  • Interaction Stays in Skype
  • Channel Escalation
  • Collaboration with Internal Experts

Reporting

  • Provide Contact Center KPI’s
  • Breakdown Data by Agent’s and Queue’s
  • Workforce Management Metrics
  • Gamify Goals from Interaction Metrics

Recording

  • Five different recording configurations
  • Add Notes to Specific Clips for Review
  • Recording Analytics
  • Report from Recording Data

"By 2020, 20% of all new U.S. contact center seats will be based on Skype for Business contact center environments"

Gartner -Technology Analysts

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