Agents love the CommsWare Contact Centre because it is so easy to use.
After a quick introduction to the CommsWare Contact Centre, Agents can improve call handling and reduce answer times straight away.
empowering your Agents
Agents want the information they need, presented in the way they want it.
With the CommsWare Contact Centre, you can empower your Agent...
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.
CommsWare Console with BTS Call Director Version 126.96.36.199, CommsWare server Version 1.07 and CommsWare client Version 188.8.131.52 solution has completed testing by Avaya’s DevConnect technical team, and is officially recognized as compliant.
When a call is received by an Agent, an automatic lookup displays any information about the caller, such as his or her name. This allows the Agent to offer incoming callers a more personal service.
historical performance statistics
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.
With the Presence Option, the Agent can see whether a member of staff is available to take a call, or in a meeting, or on holiday. This improves Agent call handling and the incoming caller experience. Presence is even available for speed dials and groups, allowing the Agent to see instantly when someone in Customer Services or Sales becomes available.
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.