Predictive Dialer
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Our agents are productive with 'TRUE' predictive dialing and call campaign blending for seamless Inbound and Outbound activity. Dialing modes include preview dialing, progressive dialing, predictive dialing, and IVR dialing.

CRM
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Agents have access all customer data, history look ups, customer notes and place calls through the CallSpectrum™ CRM. If you choose you can easily use the CallSpectrum™ Connector to integrate to third party CRM and Workforce management applications.

World Class Reporting
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You have the liberty to know your contact center productivity for the last month or the last minute. The CallSpectrum™ solution includes both Real-Time and Historical reporting with detailed breakdowns of your tele-callers' performance.

Real-Time Monitoring
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As a Supervisor you can view your entire center from one screen. Monitor any agent whether they are sitting at your center or at home. Monitor ANY interaction type for any agent at any time.

Whisper Coaching
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Use this key feature in training and assisting new agents. Whisper coaching is offered as a standard feature on the CallSpectrum™ solution and is a must have feature in any Contact Center.

Barge In
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Locate and act on problem areas with the Barge In feature. Assist new agents that are in trouble or just need a little help with a customer. A must have feature for any supervisor!

Call Recording
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Record all/any interaction types with the CallSpectrum™ recorder. All Voice calls, emails and web chats are recorded and accessed with the same ease.

Conference Call
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Agents can use the Call Conference feature to participate in multiple person conference calls or connect two parties and return to the queue.

ACD
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Using skills based routing the CallSpectrum™ ACD routes calls from any media type to the best agents for that call, whether on premise or remote.

CallSpectrum™'s Unified ACD with Universal Queuing provides queuing and routing for all contact media types:

o Phone Calls (traditional ACD)
o Email
o Voicemail
o Web Calls (chat, voice, video, collaboration)
o Web Callback
o Videophone Calls

All of these contact types are seamlessly blended into a single queuing and routing intelligence and all can follow the same call flow and routing rules. In addition, all contact types are tracked and managed through one database and one set of reports. Forms-based tools define routing rules, and simple GUI scripting tools enable advanced data-driven routing plans.

Call Info Screen Pop
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Agents receive all available caller info via all media types and can respond through the same channel.

PBX
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Rely on the CallSpectrum™ PBX to properly handle incoming queues through all media types including Voice, Email, WebChat, VideoChat and Voicemail. CallSpectrum™ allows for seamless integration to existing PBXs including Avaya Definity, Nortel Meridian, Alcatel OmniPCX 4400, Cisco Call Manager, and PingTel SIPxchange.

IVR
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The CallSpectrum™ IVR builder allows any business, small or large to build full IVR functionality into their contact center with easy drag and drop set up.