Business Communications Manager has three feature-rich Call Center solutions: Basic Call Center, Professional Call Center, and Multimedia Call Center. For smaller, informal Call Centers, Basic Call Center supports 2 skillsets and 10 active agents. Professional Call Center is targeted for larger, more formal Call Centers with 50 available skillsets and up to 80 active agents. Multimedia Call Center enables access to Basic or Professional Call Center from a Web site.

Key Features:

• Basic Call Center, Professional Call Center, and Multimedia Call Center are keycoded options on Business Communications Manager requiring no additional hardware.
• Skill-based routing directs the caller to the appropriate support person for large call center functionality in a small business.
• Intelligent Routing based on source, destination, or caller input allows calls to be handled more efficiently.
• Real-time and historical reporting provide accurate detailed reports for the Call Center Supervisor available with Call Center Reporting.
• Choice of software or hardware wallboard offer support for traditional or advanced Call Centers with reporting.

Features & Benefits:

Basic Call Center

• 10 active agents, 2 skillsets, 20 routing steps/skillset, 30 built-in announcements, 15 lines, 2 skillset mailboxes.
• Fully functional informal Call Center.
• Cost effective, easy to use.
• Supervisor Functions:
• Supervisor Help.
• Silent Monitor.
• Expected Wait Time.
• Overflow Routing.
• Call Center Reporting Optional.

Professional Call Center

• Up to 80 active agents, 50 skillsets, 20 routing steps/skillset, 150 built-in announcements, 100 lines, and 50 skillset mailboxes.
• Supervisor Functions:
• Supervisor Help.
• Silent Monitor.
• Expected Wait Time.
• Intelligent routing.
• Skill-Based Routing.
• Caller Input Routing.
• Overflow Routing.
• 100 Simultaneous Calls.
• Call Center Reporting included.

Multimedia Call Center.

• Click for agent - voice.
• Click for agent - chat.
• Web page push (caller and agent).
• Follow-me browsing.
• Screen capture push (agent).