PanTerra's WorldSmart CallCenter is the first and only Automatic Call Distribution (ACD) service with all the features you need to run an inbound call center business, while still maintaining seamless integration with other on-demand applications such as communication, collaboration, messaging and CRM through the same user experience. With WorkSuite Call Center, SMEs can provide unparalleled sales and service support without investing in the complex array of hardware, software and CTI application and multi-vendor complexities traditionally required to build a call center.

Reduce Monthly Call Center Expenses Significantly with WorldSmart CallCenter

Because of the on-demand delivery model, your agents are able to provide superior performance from any location. PanTerra's CallCenter suite can be deployed within minutes and scale to capacity based on user demand. It can be used for call centers supporting customer service and support, fundraising, seasonal campaigns and promotions. The Call Center service is managed at PanTerra's world-class highly reliable and fully redundant data center. Let PanTerra take care of the operational hassles for you so you can focus on your core business rather than the call center infrastructure.

WorldSmart's enterprise-wide ACD is tailored to serve the SME market, where all of the upfront capital and management cost is removed from the customer. Running over PanTerra’s award-winning on-demand SaaS platform, your agents can be located anywhere in the world and still be part of your call queue. PanTerra enterprise-wide ACD provides advanced live monitoring features with options of listening, conferencing and coaching. Silent mode allows a supervisor to listen to an agent's current call with a customer. Whisper mode allows that same supervisor to whisper into an agent's ear without the customer hearing. Barge-in allows that supervisor to break into a live call to chat with the current customer. All these modes can be activated for all calls, at random or at regular intervals. Your call center supervisors or administrators can monitor agents’ calls to ensure better performance and superior customer satisfaction.

PanTerra's ACD comes with Live Monitoring, Call Recording, Whisper, Barge-in and Silent Modes

WorldSmart CallCenter's ACD key features include:

• Intelligent dialer
• Call center real-time reporting
• Logic-based routing
• Music on hold and recorded messages
• ACD live monitoring
• Silent/whisper/barge-in mode
• Call queuing
• Enterprise-wide automatic call distribution

CallCenter's ACD call queuing is a sophisticated queuing system that enables your call center to accept more calls into your PBX than your agents are capable of answering at any one time. It is ideal for managing and distributing incoming calls so you can give your customers that extra added attention. With ACD call queuing, you never lose a customer because your agents could not answer the call. Your customers are answered automatically and held in a queue while all your agents are busy. While waiting for an agent, customers receive a greeting message followed by on-hold music. WorldSmart's ACD call queuing is user-friendly and offers web based access to easily setup and customize it to fit your business needs, such as setting up multiple call queues.

WorldSmart CallCenter's Call Queuing key features include:

• Automatic answering
• Music on hold
• Web-based management
• Call queuing on/off configurability
• 10 call queues included (more available as add-ons)

WorldSmart's call center service improves the quality of customer service and agent training with a centralized recording service in three different patterns determined by your preference – dynamic, random and regular. Dynamic call recording is agent specific and records during the course of a call conducted by a particular agent. Random call recording is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded. Regular call recording is used to record all calls in a certain queue or to a certain agent. Call recording can be easily turned on or off at a user-friendly agent or admin dashboard.

WorldSmart CallCenter's Call Recording key features include:

• Dynamic call recording – is agent specific and during the course of a call conducted by a particular agent can be recorded.
• Random call recording - is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded.
• Regular call recording - is to record all ACD calls in a certain queue or a certain agent.

PanTerra's enterprise-wide ACD provides sophisticated real-time reporting and is available from the easy to use browser accessible administration portal.

WorldSmart's suites comes with a Unified Command Center(UCC) desktop application that integrates all WorldSmart services into a single easy to use "one click" interface on your desktop.

WorldSmart's Easy to Use Unified Command Center Desktop Application

WorldSmart's UCC application provides IM encryption, content logging and archiving. It also provides a completely federated interface, aggregating AOL, MSN and Yahoo IM clients as well. Now you can have a single interface on your desktop instead of all the clutter of multiple IM clients. Most importantly, many other applications can be launched from the WorldSmart UCC client, without the need for running an Internet browser. Communications and collaborations can be conducted by a simple click, such as softphone click-to-call, file transfer, web and video conference, instant conference, desktop share and remote desktop access.

WorldSmart's UCC key features include:

• Softphone for PC-based SIP calls
• One click launch of IM, calls, conferencing, and other WorldSmart services (like desktop sharing)
• Real-time Presence - “online”, “away”, “idle”, “on the phone”, or more customized options
• Real-time AES encryption business class IM chat
• Public IM federation (AOL, MSN, Yahoo)
• Local IM message archive
• IM presence automatically synchronizes with your hard IP phones
• Instant IM or Phone conference
• Instant secure file transfer

WorldSmart CallCenter suite is the first and only on-demand unified communications suites that allows ACD to be seamlessly integrated with other communications and collaborations services. Business class voice service is included with WorldSmart's CallCenter suite. While other hosted companies deliver voice only ACD services and provide completely different user interfaces for businesses to manage, WorldSmart offers comprehensive ACd and business voice services with everything you need in one powerful SaaS suite.

As businesses struggling with traditional silo service providers and the complexities of multi-vendor solutions over the past decade, PanTerra business voice provides SMEs with all the voice communication features and functionalities they need with the flexibility of on-demand service to run their businesses. PanTerra's carrier-grade world-class data center offers redundancy and unmatched reliability. Services are managed through a powerful yet easy to use real-time dashboard at both the user level and administration level. SMEs can say goodbye to the telco bill with business voice as part of the WorldSmart suites, you get unlimited business voice usage. Gone are the hundreds of line item costs that leave SMEs completely confused about their communications costs.

With WorldSmart powerful dashboard, you are able to manage the virtual PBX, auto-attendant, department-wise hunt groups and call routing anyway you want and never miss a single call. You can get a complete view of your communication activities, performance, call detail records and billing information in real time.

WorldSmart CallCenter's digital business voice key features include:

• UNLIMITED digital business voice
• Call handling (Hold, Fwd, Transfer, Pickup/Park, DND, Caller ID)
• Flexible call routing (holidays, calendar, day and night, live operator)
• Follow-Me/Find-Me call routing
• Busy Lamp Field (BLF) and Bridge Line Appearance (BLF)
• Live operator console with active presence
• SIP-compliant IP phones
• SIP PC-based softphone (Included in Communicator)
• Company directory
• Zone management
• Unlimited Auto-attendant (Included in Communicator)
• Custom hunt groups
• Remote Office Extensions
• Music on hold
• Multi-level IVR (Included in Communicator)
• MWI/MWN

Unlimited Audio Conferencing (Communciator Only)

The Communicator suite comes with unlimited audio conferencing. With no hassle, no reservation, no usage charge and no operator, you can access a conference call at a moment notice. All you need to initiate a call is your conference number or your conference extension in your virtual PBX and a PIN. Whether you have weekly recurring meetings or you are organizing a last minute conference call, Communicator's unlimited audio conference offers many features to ensure your audio conference call is a success.

WorldSmart CallCenter's audio conference key features include:

• Up to 20-way IP voice conference
• Multiple simultaneous conferences
• Open “meet-me” and invitation-based conference
• Hosted access options
• Conduct on-demand audio conference from IP phone or PC-based softphone

Enhanced Voice Mail

This is not just another voicemail offered by your phone company. WorldSmart's enhanced voicemail is part of our on-demand unified communications services that empowers businesses to stay connected.

Users can retrieve voicemail anytime and anywhere via any access method. When a voicemail arrives in your mailbox at the centralized voicemail system, you will get a message notification on your IP phone as well as your email. You can easily access your voicemail by phone, PC-based softphone, web-based dashboard or simply listening directly in your email.

With WorldSmart's voicemail, information sharing and collaboration are as simple as a few clicks. Since your voicemail is converted to a .wav file, you can forward it just like any email to one person, a group of people or the entire organization, which will increase your productivity drastically.

WorldSmart CallCenter's enhanced voice mail key features include:

• Central voicemail administration
• Individual and group voice mailboxes
• Voicemail notification and playback by email
• Voicemail playback on the web
• Visual MWI on the handsets

Real-Time Dashboard

Real-time user and admin dashboards give you a single unified user experience for all communications activities. WorldSmart user dashboards allows your employees to manage their own account, set preferred find-me follow-me call routing plan. Checking voicemail message is a click away. WorldSmart's user dashboard is the single web-based application to manage all WorldSmart services and user profiles.

Self administration so easy, you can even configure your auto attendant

Using WorldSmart's admin dashboard, you can obtain a comprehensive view for all your critical communications and collaborations across departments and employees. The admin dashboard offers businesses the flexibility to configure virtual PBXs, ACD groups, hunt groups, call detail records by users, as well as detailed reporting capabilities.

WorldSmart CallCenter's real-time dashboard key features include:

• Business and user account management
• Real-time PBX and call routing configuration
• Secure web-based call reporting and billing management
• Real-time call detail records
• End-of-month and on-demand consolidated reporting

WorldSmart CallCenter delivers true unified presence management with three key features:

MobileCall: A revolutionary feature that allows you to move a caller from any phone to any phone, transparent to the caller. Whether you make a call or receive a call, if you want to move the caller to another phone, say from your desk phone to your cell phone (so you won't be late for your next meeting), you can do it with MobileCall. MobileCall works with any phone. Click here for more information.

MobileMessage: A revolutionary feature that allows you to route a message from any messaging system (IM, SMS, email, voice mail) to any messaging system transparently and automatically based on your presence. If you not at your desk and someone sends you an IM, it will automatically be converted to an SMS message and sent to your phone. If you reply, it will automatically be converted back to an IM and sent back to the sender's IM interface. If you have a Blackberry, the IM can be routed to your email as well. You can also choose to route the message to multiple messaging systems, for example an IM can be sent to the phone's SMS system as well as the email system. Click here for more information.

IM/Hard Phone Sync: With WorldSmart CallCenter, have your IM presence update automatically when your on your IP phone, whether it's your desk phone, softphone or even home office IP phone.

WorldSMart CallCenter goes far beyond just handling your ACD communications. It provides complete messaging services too, including a hosted email box, calendar and contact service. You don't have to deal with the cost and hassle of a separate email service or the complex management of a local exchange server. WorldSmart CallCenter works with your existing Outlook email clients and will even synchronize emails, calendars and contacts with Windows Mobile devices as well as Blackberry devices. It also provides an Internet browser interface if you are traveling.

WorldSmart CallCenter's unified messaging key features include:

• Hosted email box, calendar and contacts
• Supports Outlook client
• Email, calendar and contact syncing with windows mobile and Blackberry devices
• Secure browser interface
• Optional email archiving