Introducing the Contact Center Live™ Contact Center Suite.

Want to set up a World class contact center with the capabilities of an expensive enterprise solution? Whether you're looking to build or expand an Inbound, Outbound or an entire blended Contact Center solution, Contact Center Live™ is the answer. With no hardware or software to purchase, no phone lines needed and only requiring agent PCs and a headset, your contact center can be set up in matter of 2-4 days. Agents can be located in one central location or distributed as Virtual agents in remote locations.  Delivering crystal-clear voice quality, and a list of feature sets including Predictive Dialing, CRM, Web Chat, Video Chat, IVR Design, Email Interaction, Monitoring, Agent Coaching and Web Collaboration, Contact Center Live™ is a truly complete hosted solution.

 Take a look at the entire list of features that can help ANY sized Contact Center achieve great customer interaction results.

 

Predictive Dialer
Keep your agents productive with TRUE predictive dialing and call campaign blending for seamless Inbound and Outbound activity. Dialing modes include preview dialing, progressive dialing, predictive dialing, and IVR dialing.

CRM
Agents can access all customer data, history look ups, customer notes and place calls through the Contact Center Live™ CRM. If you choose you can easily use the Contact Center Live™ Connector to integrate to third party CRM and Workforce management applications.

ACD
Using skills based routing the Contact Center Live™ ACD routes calls from any media type to the best agents for that call, whether on premise or remote.

Contact Center Live™'s Unified ACD with Universal Queuing provides queuing and routing for all contact media types:

• Phone Calls (traditional ACD)
• Email
• Voicemail
• Web Calls (chat, voice, video, collaboration)
• Web Callback
• Videophone Calls

All of these contact types are seamlessly blended into a single queuing and routing intelligence and all can follow the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven routing plans.

Call Info Screen Pop
Agents receive all available caller info via all media types and can respond through the same channel.

PBX
Rely on the Contact Center Live™ PBX to properly handle incoming queues through all media types including Voice, Email, WebChat, VideoChat and Voicemail. Contact Center Live™ allows for seamless integration to existing PBXs including Avaya Definity, Nortel Meridian, Alcatel OmniPCX 4400, Cisco Call Manager, and PingTel SIPxchange.

IVR
The Contact Center Live™ IVR builder allows any business, small or large to build full IVR functionality into their contact center with easy drag and drop set up.

World Class Reporting
Know your contact center productivity for the last month or the last minute. The Contact Center Live™ solution includes both Real-Time and Historical reporting to analyze your campaign performance.

Real-Time Monitoring
As a Supervisor you can view your entire center from one screen. Monitor any agent whether they are sitting at your center or at home. Monitor ANY interaction type for any agent at any time.

Whisper Coaching
Use this key feature in training and assisting new agents. Whisper coaching is offered as a standard feature on the Contact Center Live™ solution and is a must have feature in any Contact Center.

Barge In
Locate and act on problem areas with the Barge In feature. Assist new agents that are in trouble or just need a little help with a customer. A must have feature for any supervisor!

Call Recording
Record all/any interaction types with the Contact Center Live™ recorder. All Voice calls, emails and web chats are recorded and accessed with the same ease.

Conference Call
Agents can use the Call Conference feature to participate in multiple person conference calls or connect two parties and return to the queue.