Contact Center Features and Benefits

Executive Decision Maker

If your company’s performance is a reflection of the service you provide to your customers, partners, and suppliers, can you afford to take your voice communications and customer service systems for granted?

Your voice communications network and customer service centers provide the primary interface to your customers, partners, and suppliers. You want to be confident that your communications solutions provider has the experience and vision to service your dynamic needs now, and in the future.

Comdial is a converged voice and data communications solution provider with over 25 years of long-standing success as a leading brand. Focused on superior customer service and reliable communications solutions, Comdial is dedicated to producing best-in-class small and mid-sized enterprise communications solutions.

IT Decision Maker

How can you simplify your systems integration headaches and still make sure your company’s customer service needs are being met? At an affordable cost to acquire and maintain.

Just connecting disparate systems together can be a nightmare, let alone having to implement, train users, and maintain the separate applications. You need a field-proven, integrated solution that satisfies your customer service needs today, and provides a platform for tomorrow’s technology advances.

The CONVERSip Contact Center takes the guesswork out of your customer service needs by combining contact center, voice messaging, unified messaging, call recording, and Computer Telephony Integration into a single, tightlyintegrated, modular design. And, by utilizing a common hardware platform, you gain the benefit of economies that drive a healthy return on investment. With the CONVERSip Contact Center addressing your customer service needs, you’re now free to concentrate on that other pile of IT projects.

Customer Service Decision Maker

Where can you find an integrated solution that is flexible, scalable, easy-to-use, and loaded with the features you need to drive superior customer service?

To each customer, their interaction with you is the most important one. They have little regard for the volume of calls you are receiving, how understaffed you center is, or what voice communications system you are using. They just want the best customer service experience.

The CONVERSip Contact Center offers a suite of sophisticated features – typically reserved for larger enterprises – that are easy to learn and use, and provides businesses with the flexibility and scalability to outfit you center now and in the future. Automated announcements welcome callers into your business while skills-based routing ensures your customers get to a resource best-suited to service their unique needs. With a powerful set of tools to enable your agents and supervisors to continually monitor and adjust, you can be confident that your contact centers are equipped to deliver superior service.

Contact Center Feature Highlights

• Advanced Routing

  • Skills-based

  • Smart Routing (option)

  • ANI/DNIS

• Priority Queuing

• Automated Attendant

  • Announcements

  • Position in Queue

• Average Hold Time

• CallBack (option)

• Account Codes

• Screen Pop (option)

• Overflow

• Alerts

• Silent Monitor

• Real-time Statistics

• Networking (option)

Report Feature Highlights

• Standard Reports Suite

• Contact Center Reports Suite

• Print

• Data Export

Call Recorder Feature Highlights

• Recordings

• Scheduler

• Monitoring

Unified Voice Messaging Feature Highlights

• Unified Mailbox

• Auto Forward

• Message Marking

• Message Waiting Indicator

• Notifications

• Compatibility

Smart Console Feature Highlights

• Call Control

• Mobility

• Monitoring

• Environmental: 0°C-40°C, Hum: 90% non-condensing, Heat Dissipation:1474 BTU's per hour

• Height:13 15/16 in, Length 19 in with standard mounting bracket, Depth 14 3/8 in.

• Power Supply (117 VAC, 60Hz, 6A)

Benefits

• Intelligently route callers to specialized groups of agents best-suited to meet their unique needs. Route calls based upon skill groups, DNIS, ANI, or Smart Routing that uses realtime interactive queries from external databases.

• Assign priority to certain callers to ensure service levels are met.

• Allow callers to self-direct their call to queues.

• Let callers know their position and expected hold time in queue while delivering targeted, pre-recorded content.

• Let callers leave a callback number and exit the queue without losing their position.

• Trigger a callback as soon as a qualified agent becomes available.

• Gain insight into call types by allowing agents to categorize each call.

• Deliver important information from third party application databases at the same time calls are connected.

• Ensure calls are serviced by increasing the pool of agents to internal and external locations.

• Receive color-coded alerts that signal when important thresholds have been exceeded.

• Provide agent help and evaluate agent performance in real-time.

• Access real-time call statistics from any LAN-based PC.

• Consolidate reporting and administration or load balance calls across multiple centers.

• Point-and-click access to SMDR data, including station, trunk, and call accounting reports.

• Review center performance with a comprehensive suite of historical reports, including agent

• profiles, abandoned calls, account codes, group profiles, and many more.

• Print on any LAN or local printer.

• Export in many standard formats (e.g., Microsoft Excel, PDF, and HTML).

• Record calls and store as .WAV files for playback on any PC.

• Schedule call recordings by agent, group, queue, time of day, day of week, or any combination. Or schedule recordings based upon ANI/DNIS or dial number patterns (e.g., 911)

• At-a-glance views and "flagging" of call recordings allow supervisors to provide immediate attention.

• Combine email and voicemail messages into one, unified application. Access messages from anywhere you have secure connectivity to your business network.

• Forward all messages to another mailbox automatically.

• Allow callers to "mark" messages as "Urgent" or "Private" prior to delivery.

• Indicator flashes when messages have been received.

• Customize the system to send a notification, call or page when messages are received.

• Compatible with Microsoft Outlook and Lotus Notes.

• Point-and-click, Windows-based access to phone system features and functionality.

• Configure "follow me/forward" functionality to ensure important calls are never missed.

• Real-time status of phone activity across your enterprise.

Server Specifications

• Windows® 2000 Professional

• 512 MB or 1 GB RAM

• 40/70 GB Hard Drive

• NIC Card (TCP/IP)/CD ROM

• Optional RAID 5

• Fully-Redundant Hard Drive (option)

• "Hot-Swap" Power Supply (option)

• Rack Mount Industrial Chassis

Client Specifications

• Windows® XP, 2000

• 256 MB RAM minimum

• 20 GB Hard Drive

• 800 MHz or Higher

• NIC card (TCP/IP)

• Optional Speakers and Sound Card for Unified Voice Messaging

Feature Specifications

• 64 Analog Voice Processing Ports

• 100 Agents/Server (simultaneous active)

• 2000+ Voicemail Boxes

• 1000-2000+ Hours of Voice Recording Storage (Hard Drive dependent)

• POP3 / IMAP4 Support

• 10 Simultaneous Call Record Sessions

• 14 Networking Nodes