Interactive Contact Center
Dynamic telephone system control in real-time   You need tools to change agent and queue states instantly so you can respond to changing contact volumes immediately. Dynamic changes in queue volumes can directly impact your contact center’s ability to deliver on service levels. If one queue has callers waiting while another queue sits idle, neither the customer’s nor the center’s interests are served.
The solution Interactive Contact Center  integrates with Contact Center Management to provide you with browser-based tools to ¨        Dynamically control the availability of individual agents and queues ¨        Schedule queues to open or close automatically based on business hours ¨        Enable do not disturb on specific queues, diverting callers to alternate answering points ¨        Assign make busy with reason codes to individual agents   Contact center benefits Interactive Contact Center provides advanced capabilities that ¨        Support an immediate response to changing call volumes ¨        Ensure contact center resources are most effectively deployed at any and all times ¨        Respond to and control situations involving individual agents and/or agent groups