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.
saving money on database updates
Agents need access to accurate and complete information.
With the CommsWare Contact Centre, keeping things up to date is easier...
The CommsWare Contact Centre, Call Logger and PhoneWare Intranet Directory use a common database and can be integrated with other systems, such as Active Directory and HR, to provide a single point of update.
CommsWare Console with BTS Call Director Version 188.8.131.52, CommsWare server Version 1.07 and CommsWare client Version 184.108.40.206 solution has completed testing by Avaya’s DevConnect technical team, and is officially recognized as compliant.
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.
calls parked for
When parking a call, the Agent can park it for a specific person. This helps when managing multiple parked calls and makes it easier for the Agent to join calls together.
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.
The CommsWare Contract Centre includes numerous speed dials. These let Agents work more quickly because calls for the most popular destinations can be transferred with a single mouse click.
Supervisors and Agents can create different layouts within the CommsWare Contact Centre. Layouts define how the screen is presented, including the font type and size, search and results fields, and how messages are presented. Layouts allow tailoring to particular organisations' or users' needs.