• Use a shared auto-attendant for the entire company and shared receptionist for multiple locations with voicemails on a common platform
  • Get itemized in-bound and out-bound billing details by number or office
  • Hang ups can be tracked by caller or queue for immediate follow up
  • Track productivity of your agents and statistics regarding your customers
  • Mobile workers can be assigned to a branch or headquarters location, answer calls and be managed as if in the office, optimizing staff or be assigned as agents of the VCC Call Center
  • Manage multiple queues, quickly move underutilized agents to the busy queues
  • Include live calls, email, faxes and voicemails in a customer queue
  • All calls appear as if they are originating from the home office
  • Common consolidated directory with use of 4-digit dialing and 4-digit transfer to employees enterprise-wide
  • View faxes and listen to voicemails through your email inbox. Forward them to anyone in the company
  • Intelligent Call Handling – Customize call routing and treatments based on customer defined conditions
  • Real-time and historical reports of agents and queue activities and performances
  • Drag and drop, point and click management for supervisor queue and splits reformation
  • Pre-calculated SLA’s, can also change thresholds on the fly with simple buttons
  • Can monitor on site or remote users via barge-in for training and supervision including on wireless phones
  • Separate Agent and Supervisor GUI applications
  • Supervisor real-time monitoring and control of individual agents & queues
  • Seamless integration with recording and Predictive Dialers
  • Call Context Collection – IVR, Web, CTI
  • Multi-media Queues – voice, voice mail, fax, email, chat, video
  • CRM integration both with Vantage CRM and other application platforms like Sales Force
  • Logging & Call Recording for monitoring and training purposes
  • Real-Time & Historical Reporting Provides managers with decision-making tools – from real-time displays to historical reports – reflecting contact center activity, agent performance, resource utilization and trends, thereby facilitating timely and informed operational decisions
  • Skill-based Routing – Route callers to the resources best equipped to handle specific inquiries or customer segments, improving caller response and handling time
  • Reliable & Scalable including redundancy and continuity in the event of a disaster