Questions:
How can I track agent call handling and customer servce levels?
How can I customize call pocesing to fit my needs?
How acn I monitor the contact center if I'm out of office?
How can I monitor call activity at our other locations?
Answers:
Marvel ACD whether you have a large contact center or just a handful of customer servicereps, Enterprise AD is
packed with features geared towards helping you to process customer calls more efficiently. And since Marvel
ACD supports anywhere between 2 and 200 agents simultaneously, you can setup your system capacity
according to your contact center demands with plenty of room to grow.
Agent helpful Features:
Wrap up : Allows a set time to wrap up notes or enter data before
answering the next call.
Whispering: Allows a supervisor to silently monitor record o coach
an agent on an important or difficult call.
Break with reason: Indiates an agent is temporarily unavailable
and prevents calls from ringing to that station. Agent can enter the reason code for break, such as prayer, lunch
etc for reporting reason.
Screen pops: Instantly pops up the customer files of an incoming
caller to an agent's PC.
Call Identifying: Track callerID to assist agent identifying the source
of the call.
Remote Working: Allow agents and supervisors to work remotely
from home or other offices with seamless access to contact center features and call handling capabilities via IP
phones (optional)
Supervisor Helpful Features:
Agent Monitoring: Supervisor can monitor an agent call and even
interrupt or silently coach agents using the whispering feature, chat screen or muting the agent phone.
Group Monitoring: Login and monitor up to 50 agent call
groups.
Roaming: Monitor agents while roaming the contact center using a
wireless handset.
Screen POPs: Receive Instant screen pops of customer files to
your PC on Incoming calls.
Performance Monitoring: Monitor agents and groups performance
on line.
Reportings: Generate comprehensive centralized reporting for
multiple networked contact centers. Choose from many reports detailing agent, queue, extensino and trunk
activity.
Wallboard: View activity of all contact center agents and queues in
real-time.
Call Center Performance: Monitor contact center real-time
performace to maximize and maintain high customer service levels.
Thresholds: Set warning and critical service thresholds and alarms
on agents and queues
Color Coding: Real-time color-coded view of agent state to
highlight critical situations
Caller Helpful Features:
Speech Recognition: Allow callers to speak to the system to selet
menu options using voice-activated call routing (optional)
Smart Routing: Route calls based on caller ID, time of day, call
type, account code and more (optional)
Easy Number: Provide on main number and route callers to any
extension or ACD group within the contact center network using 9200 service.
Friendly Options: Provide callers the option to enter the queue,
leave a message or call again.
Waiting Time Estimate: Reduce abandoned calls by advising
callers of expected wait time (optional)
More Features:
IVR Integration: Automates company main gretings and menu
options to effciently route incomnig calls.
Remote Maintenance: Conveniently make changes to greeting and
menu options from anywhere offsite.
Advertising: Pre-record in-queue messaging and on-hold
announcements. Make queue waiting time productive with custom messages on FAQs, promotions, special
announcements and more.
Distru
buted Call Center: Network multiple offices to operate as one
transparent contact center (optional)
Auto Reports: Schedule automatic printing, emailing and faxing of
reports for a predefined time period (optional)
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