Agent Interface
inConcert Agent Interface is a unified interface that allows tending to all communications processed in a contact center. The interface is sensitive to the type of interaction, auto-configuring itself depending on whether it is processing a telephone call, an e-mail or a web chat request.
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features
Hot-Desking and remote working functionalities.
Ergonomic design that doesn’t take much screen space.
Receive calls directly from the ACD or the Dialing Engine.
Callback customers who dropped their calls.
Schedule callbacks for outbound calls.
Process and reproduce voicemails that generate scheduled callbacks for the client.
Participate in multimedia interactions: chat, calls, emails, faxes, SMS, etc.
Transfer calls to other agents, to a group or to an extension number in two steps.
Create conference calls with only few clicks.
Reschedule calls with only a couple of clicks.
Change agent disposition to a set of pre-established states-active, paused, on a break.
Manage the wrap-up time for each interaction.
Visualize all the calls waiting in the ACD, the abandoned calls, voicemails, etc.
Observe a summary of time spent in different multimedia interactions.
Observe a summary of the conversation time
Products
- inConcert Allegro Contact Center
- inConcert IVR
- inConcert Voice Blaster
- inConcert Social Desktop
- inConcert D2C
- inConcert Survey
Solutions
- Customer Service
- Telemarketing
- Collections
- Outsourcing CCO / BPO
- Government
- Political Campaigns
- Telco
