| Predictive Dialing |
- Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability.
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| Manual Dial from Screen |
- Feature providing direct dialing from screen as per requirement by user.
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| Hang-up/ hold |
- Feature allowing hangup and hold functionality as per requirement by user and campaign.
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| CTI (Screen Pop; disposition) |
- CTI feature providing screen pop and disposition assignment to sessions.
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| Agent Presence management |
- Feature providing ability to monitor presence of agents in contact center.
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| Real time monitoring |
- Feature allowing for real-time performance monitoring.
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| Reporting |
- Reporting feature allowing access to various reports generated by system.
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| Contact List Management |
- Feature allowing dynamic contact list management as per business requirements.
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| Multiple campaigns |
- Feature allowing the ability to engage in multiple campaigns.
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| Disposition management |
- Disposition management feature provides the ability to set and assign various dispositions as per business requirement.
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| User management and assignments |
- Feature providing the ability to assign and manage various user access.
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| Conference 3 party |
- Feature allowing multi-conference functionality up to 3 lines at any given time.
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| astTECS Call Server |
- Optimized Call Server for dynamic CTI based systems applicable on each set-up
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| Default Resource Adapter |
- Resource Adapter feature providing basic call server functionality .
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| Trunks |
- Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount.
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| Extensions |
- Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount.
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| astTECS ACD |
- 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
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| 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.
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| Routing Customer calls based on CLI |
- Routing Customer calls based on Caller line identification. Applicable as per inbound agents
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| Multiple queues |
- Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents
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| Welcome Message |
- 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
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| Language and Skill Selection |
- Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent
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| astTECS Voice Logger |
- astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent.
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| 100% recording in raw codec form |
- Voice Logger Feature allowing recording in codec format to optimize space and quality requirements.
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| Search |
- Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration.
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| Agent Login |
- 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
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| Put call on hold |
- Feature for agent to put call on hold as per agent requirements.
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| Transfer calls to another user |
- Feature for agent to transfer call to other users as per agent requirements.
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| Manually dial calls |
- Feature for agent to manually dial calls directly from system as per agent requirements.
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| Conference with Customer and other users |
- Feature to allow conference between agent, customers and other users in contact center as per session requirements.
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| Terminate calls (including conference) |
- Feature to allow agent to terminate sessions as per requirements.
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| Transfer calls to outside department or contact center |
- Feature to allow agents to transfer calls as per session requirements.
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| Login / Logout |
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| Receive Calls |
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| Supervisor Login |
- Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis
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| Monitor user log in/out |
- Feature for supervisor monitoring to login and logout of users.
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| Supervisor Snoop with agents |
- Feature for supervisor to quietly listen into customer interactions of agents in real-time.
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| Barge with agents |
- Feature for supervisor to quickly takeover a call interaction from agents in real-time.
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| Supervisor Confer with agents |
- Supervisor feature to engage in conference with agents and customers in real-time.
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| Force logout of agents |
- Provides the supervisor feature to terminate login session of agents as per supervisor requirements.
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| Supervisor Live call monitoring |
- We gives the Supervisor feature to monitor agent customer interactions in real-time.
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| Supervisor Download recorded conversations |
- Delivers the Supervisor feature allowing quick and easy downloading of recorded agent sessions.
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| Supervisor Listen to recorded conversations |
- Gives the Supervisor feature allowing quick and easy listening of recorded agent sessions.
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| Monitor live agents and/or Customers through GUI |
- Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface.
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| Administrator Login |
- Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis
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| Campaign, Queues and Group Management |
- Administrator feature to define parameters for campaign, queues and group management as per business requirements.
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| Media context and routing configurations |
- Administrator feature to configure media context and routing as per business requirements.
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| User Management and Assignment |
- Administrator feature to manage and assign user privileges
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| Prompt Management |
- Ability to manage voice prompts.
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| Screen Pop & Integration with 3rd party apps. |
- Comprehensive screenpop module providing real time access to information through rapid triggers and in-depth definition of information parameters.
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| PHP Default Screen-Pop App (mini-CRM) |
- Basic screen pop feature providing immediate and updated information to agents.
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| Integration with third party CRM |
- Integration with third party CRM allows to pop up the CRM to display all customer records.
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| Agent Workbench |
- 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
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| Sign on from web |
- Feature to allow quick agent login from web based interface.
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| Receive calls along with customer screen-pop |
- Feature for screen pop application to display customer information to agent instantly as call is received.
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| Assign dispositions to interactions |
- Feature providing agents the functionality to assign dispositions to customer interactions.
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| Update Customer details |
- Feature to allow agents to update customer details in real-time.
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| Voicemail |
- Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up
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| Admin interface to access voicemail |
- Feature to provide interface for administrator access to voicemails.
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| Send voicemail recording on email |
- Feature to send voicemail recording on email for easy access anywhere, anytime.
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| Office Hour |
- Office Hour is a business centric module allowing for predetermined office timings calibration of processes. It is applicable as per set-up.
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| Office timings and holidays calendar configuration. |
- Feature allowing configuration based on office timings and holidays.
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| 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.
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| astTECS IVR |
- astTECS Interactive IVR helps build custom made solution based on predefined IVR flow.
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| Database Interaction |
- Helps to pass and retrieve data from the data base.
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