Tools for Agents
Echocontact is the cornerstone of our computer-telephony integration system. This powerful agent desktop softphone recognizes, displays, routes, and directs all inbound and outbound communications-including voice, email, and web chat sessions. Echocontact directs and transfers interactions based on virtually any customized criteria or condition, including skills-based routing, IVR treatments, and ACD capabilities. It seamlessly blends caller ID, IVR, specified conditions, pre-defined service-level objectives, pre-determined disaster recovery scenarios, auto responses, links to knowledge bases, and automated escalations.
IP phone enables Internet protocol telephony at the agent desk and ensures stability, reliability, and high sound quality for agent calls. The IP phone also serves as a backup in the unlikely event of technical problems with contact routing.
Echoknowledge is a standard response library of entries for email and web chat sessions.
EchoScripting is a scripting tool that prompts agents through processing customer calls, both inbound and outbound. EchoScripting supports logical branching, which allows agents to follow different paths depending on customer responses. Additionally, using the EchoScripting tool, agents can capture information about the customer, process orders, and pass the information onto third-party CRM applications.
