| Predictive Dialing | - 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.
|
| Hang-up/ hold | - 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 | - Feature providing ability to monitor presence of agents in contact center.
|
| Real time monitoring | - Feature allowing for real-time performance monitoring.
|
| Reporting | - Reporting feature allowing access to various reports generated by system.
|
| Contact List Management | - Feature allowing dynamic contact list management as per business requirements.
|
| Multiple campaigns | - Feature allowing the ability to engage in multiple campaigns.
|
| Disposition management | - 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 .
|
| Trunks | - Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount.
|
| Extensions | - Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount.
|
| 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
|
| 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 queues | - Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents
|
| 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
|
| 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.
|
| Search | - Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration.
|
| 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
|
| 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 | |
| Receive Calls | |
| Supervisor Login | - Supervisor module allows for in-depth monitoring and management of operational processes and 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 | - Provides the supervisor feature to terminate login session of agents as per supervisor requirements.
|
| Supervisor Live call monitoring | - We gives the Supervisor feature to monitor agent customer interactions in real-time.
|
| Supervisor Download recorded conversations | - Delivers the Supervisor feature allowing quick and easy downloading of recorded agent sessions.
|
| Supervisor Listen to recorded conversations | - Gives the 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 Login | - 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
|
| Prompt Management | - Ability to manage voice prompts.
|
| 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.
|
| 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 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
|
| 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.
|
| Voicemail | - 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.
|
| Office Hour | - Office Hour is a business centric module allowing for predetermined office timings calibration of processes. It is 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 IVR | - astTECS Interactive IVR helps build custom made solution based on predefined IVR flow.
|
| Database Interaction | - Helps to pass and retrieve data from the data base.
|
