| Predictive Dialing |
Allows out bound calling through Predictive dialing. Systems predict and dial the numbers based on agent availability. |
| Manual Dial from Screen |
Feature providing direct dialing from screen as per requirement by user. |
| Hang-up/ hold |
Feature allowing hangup and hold functionality as per requirement by user and campaign. |
| CTI (Screen Pop; disposition) |
CTI feature providing screen pop and disposition assignment to sessions. |
| Agent Presence management |
Feature providing ability to monitor presence of agents in contact center. |
| Real time monitoring |
Feature allowing for real-time performance monitoring. |
| Reporting |
Reporting feature allowing access to various reports generated by system. |
| Contact List Management |
Feature allowing dynamic contact list management as per business requirements. |
| Multiple campaigns |
Feature allowing the ability to engage in multiple campaigns. |
| Disposition management |
Disposition management feature provides the ability to set and assign various dispositions as per business requirement. |
| User management and assignments |
Feature providing the ability to assign and manage various user access. |
| Conference 3 party |
Feature allowing multi-conference functionality up to 3 lines at any given time. |
| *astTECS Call Server |
Optimized Call Server for dynamic CTI based systems applicable on each set-up |
| Default Resource Adaptor |
Resource Adaptor feature providing basic call server functionality . |
| Trunks |
Extensive trunk feature allowing for multiple lines per user as required by business. Indicated trunk value is maximum suggested mount. |
| Extensions |
Comprehensive extension feature allowing for unique line extensions assignment to each user as per business requirements. Indicated extension value is maximum suggested mount. |
| *astTECS ACD |
Automatic Call Distributor is an integrated module providing state-of-the-art inbound call routing capabilities to multiple agents based on business rules applicable as per inbound agent |
| Routing Customer calls based on DID; DNIS or ANI |
Dynamic routing feature providing multiple incoming number identification functionality as per business requirements. Applicable as per inbound agents. |
| Routing Customer calls based on CLI |
Routing Customer calls based on Caller line identification. Applicable as per inbound agents |
| Forward a call on trunk |
Telephony feature allowing for call forwarding on a trunk. Applicable as per inbound agents |
| Route a call to a group of agents based on FIFO; LWA (longest wait agent) |
Dynamic routing feature allowing for multiple protocols as per business requirements to optimize agent productivity. Applicable as per inbound agents |
| Multiple queues |
Multiple queue support feature providing flexibility in handling multiple incoming processes as per business requirements. Applicable as per inbound agents |
| Welcome Message |
Feature allowing agents to seamlessly set a welcome message to incoming calls prior to customer engagement enabling heightened preparation prior to contact. Applicable as per inbound agent |
| Language and Skill Selection |
Feature allowing for dynamic routing based on language and skill selected by user. Applicable as per inbound agent |
| *astTECS Voice Logger |
*astTECS Voice Logger provides secure real time recording module in various recording formats and applicable as per agent |
| 100% recording in raw codec form |
Voice Logger Feature allowing recording in codec format to optimize space and quality requirements. |
| Search |
Feature to provide the ability to search through recorded database based on filtered parameters. Search based on date, time, source, destination and duration. |
| Agent Login |
Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Put call on hold |
Feature for agent to put call on hold as per agent requirements. |
| Transfer calls to another user |
Feature for agent to transfer call to other users as per agent requirements. |
| Manually dial calls |
Feature for agent to manually dial calls directly from system as per agent requirements. |
| Conference with Customer and other users |
Feature to allow conference between agent, customers and other users in contact center as per session requirements. |
| Terminate calls (including conference) |
Feature to allow agent to terminate sessions as per requirements. |
| Transfer calls to outside department or contact center |
Feature to allow agents to transfer calls as per session requirements. |
| Login / Logout |
Login / Logout |
| Receive Calls |
Receive Calls |
| Supervisor Login |
Supervisor module allows for in-depth monitoring and management of operational processes and applicable as per supervisor basis |
| Monitor user log in/out |
Feature for supervisor monitoring to login and logout of users. |
| Supervisor Snoop with agents |
Feature for supervisor to quietly listen into customer interactions of agents in real-time. |
| Barge with agents |
Feature for supervisor to quickly takeover a call interaction from agents in real-time. |
| Supervisor Whisper with agents |
Supervisor feature to impart instructions to agents without alerting customer. |
| Supervisor Confer with agents |
Supervisor feature to engage in conference with agents and customers in real-time. |
| Force logout of agents |
Supervisor feature to terminate login session of agents as per supervisor requirements. |
| Supervisor Live call monitoring |
Supervisor feature to monitor agent customer interactions in real-time. |
| Supervisor Download recorded conversations |
Supervisor feature allowing quick and easy downloading of recorded agent sessions. |
| Supervisor Listen to recorded conversations |
Supervisor feature allowing quick and easy listening of recorded agent sessions. |
| Monitor live agents and/or Customers through GUI |
Supervisor feature to monitor agents and/or customers through state-of-the art graphical user interface. |
| Administrator Login |
Administrator module allows for easy set-up management and definition of business procedures, applicable as per administrator basis |
| Campaign, Queues and Group Management |
Administrator feature to define parameters for campaign, queues and group management as per business requirements. |
| Media context and routing configurations |
Administrator feature to configure media context and routing as per business requirements. |
| User Management and Assignment |
Administrator feature to manage and assign user priveleges. |
| Prompt Management |
Ability to manage voice prompts. |
| ScreenPop& Integration with 3rd party apps. |
Comprehensive screenpop module providing real time access to information through rapid triggers and in-depth definition of information parameters. |
| PHP Default Screen-Pop App (mini-CRM) |
Basic screen pop feature providing immediate and updated information to agents. |
| Integration with third party CRM |
Integration with third party CRM allows to pop up the CRM to display all customer records. |
| Agent Workbench |
Agent module allowing for basic to advanced features focusing on agent oriented tasks, either for inbound or outbound processes as per business requirements and applicable as per agent basis |
| Sign on from web |
Feature to allow quick agent login from web based interface. |
| Receive calls along with customer screen-pop |
Feature for screen pop application to display customer information to agent instantly as call is received. |
| Assign dispositions to interactions |
Feature providing agents the functionality to assign dispositions to customer interactions. |
| Update Customer details |
Feature to allow agents to update customer details in real-time. |
| Voicemail |
Voicemail module provides office less recording and retrieval of business communication wherever, whenever and applicable as per set-up |
| Admin interface to access voicemail |
Feature to provide interface for administrator access to voicemails. |
| Send voicemail recording on email |
Feature to send voicemail recording on email for easy access anywhere, anytime. |
| Office Hour |
Office Hour is a business centric module allowing for predetermined office timings calibration of processes and applicable as per set-up |
| Office timings and holidays calendar configuration. |
Feature allowing configuration based on office timings and holidays. |
| Office/Non office hour welcome and greeting message play as per the calendar. |
Feature to provide voice recordings defined as per office hour and holidays. |
| *astTECS IVR |
*astTECS Intractive IVR helps build custom made solution based on predefined IVR flow. |
| Databse Interaction |
Helps to pass and retrieve data from the data base. |
| Multiple language support |
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| Music on hold |
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