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Telephony@Work’s CallCenterAnywhere platform empowers companies of all sizes to provide world-class customer service on the phone, fax, and Internet - with multimedia contact center technology, built-in quality monitoring and recording capabilities that have been uniquely packaged as a pre-integrated alternative to large-scale customer systems integration.
Telephony@Work also offers the only economically viable solution for deploying centralized technology to service multiple geographically dispersed locations on a hosted basis - with unique validation coming from successful deployments at Fortune 500 companies and top-tier carriers deploying hosted-services.
Integrated-by-design and fully customizable from menus instead of custom programming, CallCenterAnywhere reduces traditional needs-analysis processes to menu-selections in a unified, browser-based administration interface. This interface provisions all capabilities, complex business rules and customized, skills-based routing algorithms - without the traditional cost-overhead of custom-integration, programming and associated debugging/test-cycles or the ongoing re-integration efforts ordinarily required as vendors issue patches and updates. This approach also provides consistent quality for all implementations.
CallCenterAnywhere Version 8.0 includes a completely new cutting-edge Supervision Manager interface. This new interface enables individual supervisors to create and customize real-time data fields and reporting information in the interface without programming. This enables supervisors to display the exact information they need and manage their teams more efficiently.
The new Supervision Manager interface is web-based, which enables a supervisor to log in from any computer and maintain their fully customized user interface. This interface retains Telephony@Work’s award-winning real-time agent management capabilities, including the ability to listen to agent calls, view and/or take over agent screens, whisper coach agents, join calls, text chat with agents, send pop-up messages to individual agents or workgroups and record calls on-the-fly as a supplement to scheduled recordings.
Version 8.0’s new Supervision Manager introduces an innovation in Telephony@Work’s clients. The new interface is built with an Eclipse framework, which enables it to be supported by a variety of operating systems, including Windows, Unix and OS/X. The new interface utilizes deign elements from both the Windows and OS/X environments, resulting in an updated look and feel that provides ease of use benefits.
CallCenterAnywhere Version 8.1 extends on the new interface design with the introduction of an Eclipse-based Interaction Manager interface. CallCenterAnywhere Version 8.0 also introduced unprecedented abilities for outsourcers to provide data and technology security for their clients.
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