Iwatsu Enterprise ACD

Helpful Agent Features

• Wrap Up - Allows a set time to wrap up notes or enter data before answering the next call

• Help - Alerts a supervisor to silently monitor, record or coach an agent on an important or difficult call

• Not Available - Indicates an agent is temporarily unavailable and prevents calls from ringing to that station

• Screen Pops - Instantly pops up the customer files of an incoming caller to an agent's PC

• Call Identity - Tracks the source, type or result of a completed call by entering a 3-digit key code

Convenient Supervisor Features

• Monitor an agent call and even interrupt or silently coach agents using the Whisper Page feature

• Login and monitor up to 250 agent call groups simultaneously

• Monitor agents while roaming the contact center using the Omegatrek wireless handset

• Receive instant screen pops of customer files to your PC on incoming calls

Automated Call Processing

• Customize automated company greetings, menu options and directories

• Allow callers to speak menu/directory selections using voice-activated call routing

• Route calls based on caller ID, time of day, call type, account code and more

• Pre-record custom in-queue messaging and on-hold announcements

• Conveniently make changes to greetings and menu options from anywhere offsite

• Program the system to automatically add agent groups during heavy call volumes

Contact Center Network

• Network multiple offices to operate as one transparent contact center

• Provide one main number and route callers to any extension or ACD group within the contact center network

• Work remotely with seamless access to contact center features via an IP phone

• Offer more flexible work arrangements and extended support in more time zones