Contact Center Solutions

Assess agents’ productivity to improve their performance, improve customer retention rates, eliminate unproductive processes and systems, and address sources of agent frustration with the Intelligent Series (IS) Agent Assessment feature.

Predictive Intelligence uses the ANI (automatic number identification) from the call to recognize previous callers.

ANI, also referred to as automatic number identification, is used to identify the number calling when the phone rings. In a call center, the system can screen the ANI and use the phone number or pattern when routing calls to agents or clients.

Call centers face a variety of challenges in today’s ever-changing environment. When it’s time to upgrade your call center software, the selection process can be overwhelming.

Waiting on hold is a frustrating experience that decreases customer satisfaction. Offering callbacks to callers is a great solution that provides many benefits to your call center.

The Intelligent Series (IS) Web Chat is an optional feature that provides web browser users with the ability to communicate directly and immediately with IS agents.

The Genesis Park Line Pickup feature allows an agent or a script to park a call to a special ACD Skill to await a callback from a contact.

The Message Survey feature provides supervisors and agents with the ability to locate and deal with messages that may have been overlooked during a work shift, business day, or another time frame.

Amtelco, a leading supplier for more than 40 years of communications applications, today announced that its Soft Agent application version 5.4 is compliant with key Avaya OneCloud™ CCaaS (Contact Center as a Service) solutions.

The terms call center and contact center are often used equivalently. While both business models involve communication by phone and customer service, they are not the same.