The information presented by the CommsWare Contact Centre can be customised to suit different Agents' needs. Agents can also log in at any position and their preferred layout will automatically be displayed.
The CommsWare Contact Centre works with all major VoIP and traditional telephone systems and is a modern alternative to proprietary systems.
With the CommsWare Contact Centre, you get the benefits of VoIP technology without replacing your existing network. The CommsWare Contact Centre is telephone system-independent and does not tie you in to a particular manufacturer or proprietary technology.
In the CommsWare Contact Centre, queues can be configured to prompt the Agent to answer with different greetings. This is useful where calls need to be answered differently, such as in a multi-tenant environment.
The CommsWare Contact Centre can be configured to play customised welcome messages and in-call announcements for each individual queue. These messages provide callers with reassurance and reduce the number of abandoned calls.
The CommsWare Contact Centre can be configured with a number of different queues, allowing calls to be routed based on the services callers require. This allows incoming calls to be handled more effectively, being routed to the most appropriate Agent.
The Queues in the CommsWare Contact Centre can be configured so that your most important calls are prioritised. VIP callers receive better service because their calls are answered first.
The CommsWare Contact Centre has predefined thresholds for the number of calls in a queue and the length of time a call has been waiting. If these are breached, this can be highlighted to the Agents and to the Supervisor, allowing action to be taken immediately.
When a call is received by an Agent, an automatic lookup displays information about the caller, such as his or her name. This allows the Agent to offer incoming callers a more personal service.
With the switchboard option, if a call is returned to the Agent because the destination does not answer, the CommsWare Contact Centre automatically provides the Agent with details of the extension the caller was trying to contact. This allows the Agent to handle the call in a more professional manner.
The CommsWare Contact Centre provides comprehensive historical performance statistics on each individual Agent. This information is vital in managing the contact centre effectively and ensuring that performance targets are met.
With the Call Recording Option, the recording is automatically made from the beginning of the call. So, if the Agent realises mid-call that it needs to be recorded, say because of a threat, he or she just clicks on the record button and the full recording will be available.
All social media and email interactions are logged, providing Contact Centre Managers with a full audit trail, showing when a request was received, who responded to it and when the response was made.
With the Supervisor Wallboard option, a large plasma display shows the current state of the queues, the call answering performance and the status of the Agent. This information can also be displayed on a Supervisor's PC and helps with the effective management of the Contact Centre.
With the CommsWare Contact Centre, Agents can opt for a smaller "ribbon" user interface rather than the full desktop interface. This makes more screen space available for other applications like a CRM or Helpdesk system.
When a call is answered from a particular queue, the CommsWare Contact Centre automatically displays the application that the Agent will need to handle the call, reducing the number of clicks and the call handling time.
With the switchboard option, the CommsWare Contact Centre automatically switches to a fullyfeatured screen-based console when a switchboard call is received.
The CommsWare Contact Centre frees you to deploy your Agents anywhere in the network, even working from home. This makes it much easier to handle busy periods economically.