Deploy our Skills Based Routing (SBR) strategies to achieve intelligent distribution of inbound contacts as they enter your Hosted Contact Centre network.

Take advantage of our network-to-desktop CTI strategy to achieve comprehensive functionality at each agent's workstation.

The Pre-Routing function makes a routing decision for each call while it is still in the Telecom TollFree network and before it is sent to a Hosted Contact Centre resource (site and agent).

The Post-Routing function can provide intelligent distribution of contacts already connected to the Hosted Contact Centre site based router/switch on your premises.

Hosted Contact Centre can draw on other data sources to make routing decisions and populate your agent’s desktop. For example, Hosted Contact Centre can look up a customer-profile database lookup during routing to effectively segment your customers and determine the optimal destination for each contact.

Collect the real-time and historical data you need for reporting enterprise-wide.

Customers who need information beyond that provided on a corporate website can request immediate assistance from your agent via the Web.

Your agents can multi-task from various channels while allowing them to be interrupted for high-priority tasks as required. For instance, an agent who is assisting a customer using text chat could handle another text chat request at the same time, meaning greater productivity.

IP-IVR is included in the standard offering.

Built-in integration capabilities with leading CRM applications.