Voice over IP (VoIP) telephony services
VoIP telephony functions allow users to make outbound calls using softphones or IP desk phones. VoIP calls can also be made to and from the Public Switched Telephone Network (PSTN) using standard 3rd party VoIP gateway hardware.
Unified multichannel contact routing
Route inbound communications from all channels – phone, fax, e-mail, voicemail, text, chat, or online – to the experts who can best meet their needs.
Voicemail and messaging services
Handle and queue e-mails in the Communication Desktop (CDT) application – and send and receive SMS messages using 3rd party hardware. Receive customer chats initiated from a Web site and routed via queues to agents.
Presence and directory services
Use the real-time presence management function to see how and when a given user can be reached – and improve the routing of calls and contacts. Feed external systems (e.g. passage control systems) to a contact center using the Directory and Availability Interface (DAI).
Call recording and contact history
Record any call by queue, user, or outbound campaign. Let agents view their personal contact history and customers’ previous contacts across all channels – so they can deliver better and faster customer service.
Online monitoring, reporting, and analysis tools
Monitor contact flow with real-time reporting and analysis tools for online status, statistics, and historical data. Transfer data to the appropriate database using the data collector component.
Consolidated administration, management, and control
Standardize and optimize contact center operations in real time. Consistently manage all contact
channels for tighter quality control – all via a single agent UI.
Softphone, IP deskphone, and mobile clients
Leverage a CDT softphone with robust call handling tools. Get a real-time view of contact center queues – even when agents are using an IP deskphone or mobile phone as their terminal.
Deep SAP business context integration
Link customer communications with the appropriate business context by networking with other SAP and non-SAP solutions and collaboration tools.