BusinessPhone: Call Center Assistant
Windows based client-server software application
Agents make, answer and record information about calls, and carry out administrative and clerical tasks such as logging on and off, all from the familiar Windows environment. All telephone functions are represented on the PC screen so the agent can dial or answer calls without using the handset and keypad; the system can be used with digital telephones in Ericsson's Dialog range. Central and individual directories can be accessed from the PC.
Supervisors can support agents through call monitoring, desktop messaging, and display of call center performance statistics on agents screens. Supervisors can change an agents status, for instance t de-select "pause" mode when the agent is ready to answer the next call, and ensure that agents are logged off at the end of the day, and ensure that agents are logged off at the end of the day, increasing the accuracy of call-handling statistics.
Jesmond, Newcastle upon Tyne, NE2 1QU.
Tel: (0191) 209 4444. Fax:(0191) 209 4455.
E-Mail: dcsl@digital-com.co.uk