Solutions - Call Center

STREAMS FOR CONTACT CENTERS

Download solution brief contact center

Streams cloud-based virtual Contact Center delivers world-class inbound and outbound contact center capability regardless of agent location. And Streams Contact Center solution doesn't require upfront hardware or software. Distribute your agents around the world and yet provide a single unified contact center appearance to your customers. And with Streams Contact Center solution, you can support multiple call queues with sophisticated routing algorithms like round robin, next available, and even skills-based call routing.

Advanced Call Queuing
  • Unlimited queues can be set up so enterprises can customize a caller's experience
  • Sophisticated agent routing algorithms, like skills-based routing
  • Queue to queue transfers which optimize agent resources
PBX Integration
  • Cloud-based virtual Contact Center integrates and interacts with existing PBX
  • Seamless 3 and 4 digit transfers to any extension in the company
  • Supervisory modes can be applied to any user or seat type; not just contact center seats
Supervisory Modes
  • Silent Listen enables a supervisor to listen in on any agent's current phone call for evaluation and feedback
  • Whisper allows supervisors to whisper into the ear of the agent without the caller hearing anything
  • Barge-in allows supervisors to break into a call and take over the conversation
  • Supervisory modes can be initiated straight from the real-time live monitor interface
Call Recording
  • Variety of recording solutions for contact center agents and supervisors
  • Agents can elect to record inbound or outbound calls from their handset, softphone or mobile phone with a simple key stroke
  • Recorded calls can be seamlessly transferred between handsets, softphone and cell phones mid-call
  • Calls recorded will be stored in the agent's shared storage along with emails, voicemails and digital faxes for later play-back, search and sort
  • Agents can have storage allocated by communication type modified and have total storage increased
Live Monitoring
  • Streams enterprise-wide ACD provides sophisticated real-time live monitoring and is available from any Internet browser
  • Both inbound and outbound calls can be monitored and displayed
  • You can interact with the live monitor, such as pull a caller out of the queue and connect with them instantly
Detailed Reporting
  • Streams enterprise-wide ACD provides sophisticated real-time reporting
  • Both inbound and outbound calls are monitored and available in the reports
  • Reports can be exported to Excel or CSV records

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