ast C10

• Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability.

• Feature providing direct dialing from screen as per requirement by user.

• Feature allowing hangup and hold functionality as per requirement by user and campaign.

• CTI feature providing screen pop and disposition assignment to sessions.

• Feature providing ability to monitor presence of agents in contact center.

• Automatically record calls coming in, going out, or even internally, based on the settings you define

• Reporting feature allowing access to various reports generated by system.

• Feature allowing dynamic contact list management as per business requirements.

• Feature allowing the ability to engage in multiple campaigns.

• Disposition management feature provides the ability to set and assign various dispositions as per business requirement.

• Feature providing the ability to assign and manage various user access.

• Feature allowing multi-conference functionality up to 3 lines at any given time.

• Optimized Call Server for dynamic CTI based systems applicable on each set-up

• Resource Adapter feature providing basic call server functionality .

• Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount.

• Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements.

Indicated extension value is maximum suggested mount.

• Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent

• Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents.

• Routing Customer calls based on Caller line identification. Applicable as per inbound agents.

• Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents.

• Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent.

• Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent

• astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent

• Voice Logger Feature allowing recording in codec format to optimize space and quality requirements.

• Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration

• Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis

• Feature for agent to put call on hold as per agent requirements.

• Feature for agent to transfer call to other users as per agent requirements.

• Feature for agent to manually dial calls directly from system as per agent requirements.

• Feature to allow conference between agent, customers and other users in contact center as per session requirements.

• Feature to allow agent to terminate sessions as per requirements.

• Feature to allow agents to transfer calls as per session requirements.

• Login / Logout

• Receive Calls

• Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis

• Feature for supervisor monitoring to login and logout of users.

• Feature for supervisor to quietly listen into customer interactions of agents in real-time.

• Feature for supervisor to quickly takeover a call interaction from agents in real-time.

• Supervisor feature to engage in conference with agents and customers in real-time.

• Supervisor feature to terminate login session of agents as per supervisor requirements.

• Provides the Supervisor feature to monitor agent customer interactions in real-time.

• Also Supervisor feature allowing quick and easy downloading of recorded agent sessions.

• Supervisor feature allowing quick and easy listening of recorded agent sessions.

• Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface.

• Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis

• Administrator feature to define parameters for campaign, queues and group management as per business requirements.

• Administrator feature to configure media context and routing as per business requirements.

• Administrator feature to manage and assign user privileges

• Ability to manage voice prompts.

• Comprehensive screen-pop module providing real time access to information through rapid triggers and in-depth definition of information parameters.

• Basic screen pop feature providing immediate and updated information to agents.

• Integration with third party CRM allows to pop up the CRM to display all customer records.

• Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis

• Feature to allow quick agent login from web based interface.

• Feature for screen pop application to display customer information to agent instantly as call is received.

• Feature providing agents the functionality to assign dispositions to customer interactions.

• Feature to allow agents to update customer details in real-time.

• Also supports the Voicemail module provides office less recording and retrieval of business communication, whenever and applicable as per set-up.

• Feature to provide interface for administrator access to voicemails.

• Feature to send voicemail recording on email for easy access anywhere, anytime.

• We give Office Hour is a business centric module allowing for predetermined office timings calibration of processes and applicable as per set-up

• Feature allowing configuration based on office timings and holidays.

• Feature to provide voice recordings defined as per office hour and holidays.

• astTECS Interactive IVR helps build custom made solution based on predefined IVR flow.

• Helps to pass and retrieve data from the data base.