Contact Center PhoneSet Manager and Contact Center Softphone Benefits
Read on to find out about the benefits of Contact Center PhoneSet Manager and Contact Center Softphone: ¨       Work anywhere the internet exists ¨       No phone set is required ¨       Unified configuration database ¨       Integrates with Contact Center Client ¨       Integrates with LCS  ¨       Support for Mitel Teleworker Solution V4.5 ¨       Familiar user interface ¨       Pre-announce  ¨       NEW Call notes ¨       NEW Call history
FEATURE	DESCRIPTION	BENEFIT
Work anywhere the internet exists	IP delivers the communication signal instead of the traditional PBX.	Agents can handle contact anywhere they have a PC, headphones, and access to the internet.
No phone set is required	A head set can replace the traditional phone set.	A less expensive headset can replace the more-expensive phone set which may be costly to upgrade or replace as it becomes obsolete.
Unified configuration database	Contact Center Softphone uses the Account Codes, extensions, employees, and Make Busy Reason Codes configured in Contact Center Management.	Managers benefit from single-point data administration.
Integrates with the Contact Center Client agent monitors	You can right-click an agent in a real-time monitor and transfer, conference, or speed dial a call to the agent.	Readily transfer calls to idle agents.
Integration with Live Communications Server (LCS)	LCS in conjunction with Contact Center Softphone will provide group presence, phone presence, and phone functionality without the need for a phone set.	Call centers increase agents’ productivity using presence, instant messaging, and real-time communication capabilities such as voice, video, and data collaboration.
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Support for Mitel Teleworker Solution V4.5	Using Teleworker Solution V4.5 and Contact Center Client, home-based and remote employees can use Contact Center Client, Contact Center Softphone / PhoneSet Manager, Interactive Visual Queue, and Interactive Contact Center without the use of a Virtual Private Network (VPN) connection.	Home-based agents, and remote agents and supervisors can perform the same telephony functions as their colleagues in the contact center from anywhere they can access an Internet connection.
Familiar user interface (UI)	The UI is a virtual version of a traditional phone set with the same features and functionality and more.	Save time and money implementing VoIP. Agents can use single mouse clicks or optional keystrokes to control their virtual phones.
Pre-announce	Agents can record standard greetings that play depending on the queue from which a call originates.	Save time and deliver a consistent message to all customers.
NEW Call notes	Contact Center PhoneSet Manager and Contact Center Softphone now offer a call note monitor so agents can add call notes to a call. Call notes follow a call whenever it is transferred. Agents receiving transferred calls view the most recent call note in a pop-up and can view all call notes and add their own in the call note monitor.	Call notes enable agents and supervisors to quickly identify the context of a call, the information provided by other agents, and the actions they performed. Call notes maintain the integrity of customer information, reduce supervised transfers, and provide more efficient, effective service.
NEW Call history	Contact Center PhoneSet Manager and Contact Center Softphone now provide a call history of the twenty most recent inbound and outbound callers.	The call history list provides agents with the ability to call customers without searching alternate databases for phone numbers, which ensures customers can be reached if they call from an alternate contact number that is not recorded in the database.
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