AltiAgent is a Windows client (desktop) application designed to improve the agent performance in a workgroup, Contact Center or Call Center environment. AltiGen Communications offers a specialized interface for the workgroup members or agents called AltiAgent. Agents can view the queue, monitor workgroup status, measure their own performance, and review their log-on history. AltiView's call monitoring feature gives you the ability to view the status of any workgroup or extension.

With this pop up agent interface, managing communications in a workgroup has never been easier. The AltiAgent interface provides contact center agents with a desktop PC interface designed for effortless handling of calls, to make their job easier, and provide better service to the caller. A convenient call log window records the name, number, time and duration of all calls to any extension or workgroup for tracking or convenient call back.

With AltiAgent managing communications has never been easier.
AltiAgent brings call control to the desktop for quick and effortless handling of calls. AltiAgent enables point and click dialing, call forwarding, one number access up to four different numbers, call transfer and easy call conferencing right from the desktop of your PC or laptop computer. A convenient call log window records the name, number, time and duration of all calls to or from your extension. AltiAgent allows you to dial by name or number using name match by keying in the name of the person you wish to contact and AltiAgent will display the number right from your integrated directory. You can easily configure speed dial for the numbers you use most.

Screen Pops and Incoming Caller Information is delivered when receiving single or multiple incoming calls, AltiAgent 's pop up screen lets you view the workgroup and caller ID of incoming calls. AltiAgent will display the information captured from a custom data capture prompt in the AltiGen Auto Attendant. Just click on the call you wish to take. Juggle multiple calls the same way, eitherput calls on hold or transfer calls directly to another extension, an off site number, voice mail or you can easily conference multiple parties. AltiAgent brings call control to the desktop for quick and effortless handling of a complete host of personal and workgroup call options.

"Built in Screen pop and integration with Contact Management software such as Microsoft® CRM, Microsoft Outlook™, Goldmine™, or ACT!™.   The AltiAgent desktop PC interface provides automatic contact record retrieval and screen "Pops" of contact records to your desktop PC.  Users can type in a name to automatically retrieve telephone numbers and click and dial from an integrated contact record directory. Powerful ActiveX controls from real-time client interface to synchronize AltiServ and ACM systems for screen pop of many in-house CRM applications.

For more demanding workgroup, Contact Center or Call Center environments, AltiGen Communications offers a specialized interface for workgroup supervisors called AltiSupervisor. With AltiSupervisor, managing a workgroup has never been easier.

Workgroup Management made Easy With AltiSupervisor

There are four major real time views for Workgroup management:
Agent States - gives supervisors the ability to view real time status of any workgroup or extension. One click silent monitor and barge in capability.
Agent Statistics - includes custom views of all agent calls and workgroup performance statistics.
Group Statistics - real time status and performance of workgroup.
Queue - real time Queue status and QOS rating for the call queue.