- Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability.
|Manual Dial from Screen|
- 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 (Screen Pop; disposition)|
- CTI feature providing screen pop and disposition assignment to sessions.
|Agent Presence management|
- Beyond this gives the Features providing ability to monitor presence of agents in contact center.
|Real time monitoring|
- Feature allowing for real-time performance monitoring.
- Reporting feature allowing access to various reports generated by system.
|Contact List Management|
- 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.
|User management and assignments|
- Feature providing the ability to assign and manage various user access.
|Conference 3 party|
- Feature allowing multi-conference functionality up to 3 lines at any given time.
|astTECS Call Server|
- Optimized Call Server for dynamic CTI based systems applicable on each set-up
|Default Resource Adapter|
- Resource Adapter feature providing basic call server functionality .
- Extensive trunk feature allowing for multiple lines per user as required by business. Also the 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. This is based on business rules applicable as per inbound agent
|Routing Customer calls based on DID; DNIS or ANI|
- Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents.
|Routing Customer calls based on CLI|
- 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. More than this applicable as per inbound agents
- Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement. This is enabling heightened preparation prior to contact. Applicable as per inbound agent.
|Language and Skill Selection|
- Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent
|astTECS Voice Logger|
- astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent
|100% recording in raw codec form|
- 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. This is either for inbound or outbound processes as per business requirements and applicable as per agent basis.
|Put call on hold|
- Feature for agent to put call on hold as per agent requirements.
|Transfer calls to another user|
- Feature for agent to transfer call to other users as per agent requirements.
|Manually dial calls|
- Feature for agent to manually dial calls directly from system as per agent requirements.
|Conference with Customer and other users|
- Feature to allow conference between agent, customers and other users in contact center as per session requirements.
|Terminate calls (including conference)|
- Feature to allow agent to terminate sessions as per requirements.
|Transfer calls to outside department or contact center|
- Feature to allow agents to transfer calls as per session requirements.
|Login / Logout|
- Supervisor module allows for in-depth monitoring and management of operational processes. Also is is applicable as per supervisor basis.
|Monitor user log in/out|
- Feature for supervisor monitoring to login and logout of users.
|Supervisor Snoop with agents|
- Feature for supervisor to quietly listen into customer interactions of agents in real-time.
|Barge with agents|
- Feature for supervisor to quickly takeover a call interaction from agents in real-time.
|Supervisor Confer with agents|
- Supervisor feature to engage in conference with agents and customers in real-time.
|Force logout of agents|
- Supervisor feature to terminate login session of agents as per supervisor requirements.
|Supervisor Live call monitoring|
- Provides the Supervisor feature to monitor agent customer interactions in real-time.
|Supervisor Download recorded conversations|| * Supervisor feature allowing quick and easy downloading of recorded agent sessions.|
|Supervisor Listen to recorded conversations|
- Supervisor feature allowing quick and easy listening of recorded agent sessions.
|Monitor live agents and/or Customers through GUI|| *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
|Campaign, Queues and Group Management|| * Administrator feature to define parameters for campaign, queues and group management as per business requirements.|
|Media context and routing configurations|
- Administrator feature to configure media context and routing as per business requirements.
|User Management and Assignment|
- Administrator feature to manage and assign user privileges
- Ability to manage voice prompts.
|Screen Pop & Integration with 3rd party apps.|
- Comprehensive screenpop module providing real time access to information through rapid triggers.Also in-depth definition of information parameters is possible.
|PHP Default Screen-Pop App (mini-CRM)|
- Basic screen pop feature providing immediate and updated information to agents.
|Integration with third party CRM|
- 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. This is either for inbound or outbound processes as per business requirements and applicable as per agent basis
|Sign on from web|
- Feature to allow quick agent login from web based interface.
|Receive calls along with customer screen-pop|
- Feature for screen pop application to display customer information to agent instantly as call is received.
|Assign dispositions to interactions|
- Feature providing agents the functionality to assign dispositions to customer interactions.
|Update Customer details|
- Feature to allow agents to update customer details in real-time.
- Provides the Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up
|Admin interface to access voicemail|
- Feature to provide interface for administrator access to voicemails.
|Send voicemail recording on email|
- Feature to send voicemail recording on email for easy access anywhere, anytime.
- The best Office Hour is a business centric module. This is allowing for predetermined office timings calibration of processes and applicable as per set-up
|Office timings and holidays calendar configuration.|
- Feature allowing configuration based on office timings and holidays.
|Office/Non office hour welcome and greeting message play as per the calendar.|
- 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.