Call Center On-Demand
Inside Echopass Call Center On-Demand is Genesys Telecommunications Labs' sophisticated routing and queuing functionality, pre-integrated with our service and priced to meet the needs of mid-to-large enterprises and government agencies. Call Center On-Demand supports local agents, remote agents, and multi-site virtual on-demand contact centers. Because Echopass hosts all of the infrastructure, your agents only require PCs connected to your LAN (via high speed cable or DSL for work-at-home agents).
Service highlights:
- Intelligent queuing with music on hold and voice message routing
- Customizable routing strategies, including skills-based, conditional, and network load balancing
- IVR prompts
- Cost-effective VoIP call delivery over the public network or, optionally, a dedicated data circuit
- Remote agent support
- IP phone with hold, transfer, conference, and outbound direct-dial features
- Optional call monitoring and call recording
- CTI
- Automated outbound dialing
- Advanced IVR database access for self-service and data-directed call routing
- Synchronized screen pop
- Agent softphone with full telephone feature control, including transfer and conference with shared data screens
- Dynamic agent scripting with conditional branching
- FCC/FTC-compliant outbound campaign management, including:
- Multiple calling campaigns and agent assignments
- Customizable list management
- Import feature for list creation
- Outbound screen pop
- CRM integration
