Comprehensive doesn’t have to mean complex. That’s the concept behind the
Strata CTX670. With its powerful Automatic Call Distribution (ACD) features, it
makes it incredibly simple to optimize call center operations, increase customer
satisfaction, and improve efficiency. After minimal training time, you can begin
using it to effectively allocate inbound calls among your call-handling agents.
You’ll appreciate its numerous invaluable features:
• Advanced Call Routing directs calls based on Caller ID, account numbers,
private lists, balanced call count, preferred agent treatment, agent priority,
time-of-day, day-of-week, day-of-year, and user-entered data.
• Skills-Based Routing sends calls to the right person to handle the call.
• Priority Queuing enables you to answer higher priority calls sooner.
• Multiple Group Agent Log-in provides important call coverage between groups
and tiered service levels.
• Agent Priority Routing gives you the ability to expand your agent pool when
traffic increases.
• Intelligent Announcements play pre-recorded messages and inform holding
callers of their place in the queue or estimated time before answer, as well as
offering alternative actions like going to voice mail or invoking a call back
reservation.
• IVR Voice Assistant gathers and validates caller input, triggers responses,
alerts agents when the queue gets overloaded with calls, and provides many
creative application opportunities.
• Call Center reports let you analyze agent performance, call center group
activity, and system status, as well as forecast future call center staffing
requirements by analyzing call volume patterns.
inView Group Parameters Display
Check call-center status at a glance, even while you’re
working in other Windows
®
applications.
inView Agent Status Display
Status display of the selected agent group.
Create, display, and print your own customized reports
to meet your specific needs by selecting from over 100
data elements. Choose the time period you need, and
print reports on demand or at scheduled times.
Streamline Operations.
Enhance your management effectiveness by exporting
data into your other applications or databases. This
enables you to integrate call-center data with your other
information systems data.
TSD.3422 Strata CTX670 Bro v6 2/2/04 5:35 PM Page 5
