TeleVantage Call
Center
Scoreboard
This application
gives call
center managers
the tools they
need to track
queue and agent
productivity
from their PC,
phone, or
wallboard. There
are over 35
powerful new
statistics in
addition to the
built-in
statistics of
TeleVantage Call
Center.
TeleVantage Call
Center
Scoreboard can
show the state
of agent
activity,
display custom
on-screen
windows to
monitor specific
call center
statistics, and
connect with a
physical
wallboard to
make real-time
call center
statistics
publicly
visible. Alarms
can be triggered
when agent or
queue statistics
exceed custom
thresholds.
Alarms can be
configured to
send voice
mails, emails,
play custom
sounds, change
the color of
individual
statistics, or
even send pages.
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TeleVantage Call
Classifier
This application
lets businesses
identify
callers, look up
additional
caller data in
any database,
intelligently
route calls, and
present call
center agents
with scripts and
related caller
information
before they
answer the
phone.
TeleVantage Call
Classifier
improves call
center agent
productivity by
displaying web
pages with
caller or
account details.
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TeleVantage
Smart Dialer
This application
provides
automated
outbound dialing
for call center
agents. It is
designed to
retrieve phone
numbers from a
customer
database and
place calls
during specified
hours of the
day. Customer
data is pulled
directly from an
in-house
database, such
as FrontRange's
Goldmine, and a
screen pop on
the agent's PC
will appear for
each call that
is placed,
allowing the
agent to greet
the caller
appropriately.
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TeleVantage
Persistent Pager
This application
notifies users
to retrieve
important
voicemail
messages in a
timely manner.
The system sends
pages to a list
of users, in the
order specified,
and continues to
send pages until
the voicemail
message has been
accessed.
Persistent Pager
includes an
easy-to-use
administrator
utility to help
system
administrators
define which
mailboxes
TeleVantage
should monitor
and which users
to page, where
to reach them,
and a scheduling
option.
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