OnDemand Multimedia Features

Service Management

A suite of management tools for:

• Organizing agents into teams
• Dynamic load-balancing and team management
• Moving agents between teams in real-time
• Configuring IVR, queue parameters & status
• Recording and managing queue prompts
• Call routing strategies
• Auto attendant

Service Monitoring

• View real-time call statistic from any web-screen.
• Agents logged in and free/busy
• Total calls, answered, voicemail, lost
• Average time to answer, duration
• Current queue length
• Graphical queue history

Agent Monitoring

• Track the utilization and efficiency of each agent.
• Agents availability & current location
• Total calls, answered, rejected, lost
• Average time to answer, duration
• Detailed activity analysis
• Analyse agent performance over time

Agent Flexibility

• Ultimate flexibility for agents.
• Agent log-in from any telephone worldwide
• Integrates with web-based script & IVR
• Whispered call introduction
• Join multiple queues and set availability
• Built-in scalability and resilience

Inbound Calling

Contact Central OnDemand Multimedia can be configured to handle incoming calls in a number of ways:

• Screen Pop with Contact Detail
  Caller Line Identification pulls the appropriate contact record and presents this to the agent.
• Screen Pop with Call Script
  Retrieve a pre-defined script, specific to the queue being dialled, and ‘pop’ it to an agent at the point of call initiation.
• Call Whispering
  This optional facility pre-announces all calls so that the agent knows not only the information about the caller, but also the most appropriate way to answer the telephone.
• Free Call Transfer
  CCOD MM provides the option for free call-transfer to agents based across the UK, most of Europe, USA and the Far East. This is not only effective for skillbased routing, but also means that services such as a follow-the-sun contact-centre can be setup, with no additional hardware, software, infrastructure or telephony costs.

Outbound Calling

Should it be required, CCOD MM can be configured to automate the outbound dialling process. Agents can have one-touch click-dial to connect directly to a contact through either their work, mobile, home or other telephone number captured in the application.

‘Dial-back’ is used to connect the agent to the contact. This has the benefit of ensuring that the agent who places the calls does not incur any direct telephony expense themselves – which is very useful for agents who are working from home or other remote locations.

For further information or to speak to a member of our team please click here