| Call Center Agent Client - AltiAgent™ |
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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.
Specialized Call Center Functionality
• View the Workgroup/ACD queue
• Monitor workgroup status
• View their current performance statistics
• Control their Agent State via login/logout/wrap-up
General call control features:
• Point & Click dialing
• On-the-fly call routing/forwarding to voicemail, other extensions
• Call transfers
Screen Pops
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, either put 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™
• ACT!™.
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.
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