Aeonix Contact Center Features

AEONIX CONTACT CENTER FEATURES

• Multi Channel Queuing
• CRM and Database integration
• Multi-Site support
• Sophisticated IVR
• Outbound, Callback and Campaigns
• Superior Management Information System
• State of the art CSR tools
• Screen-Pops
• Multi Language support
• High Availability for Redundancy
• Cradle to Grave reporting
• Multi layer routing:Priority, Skill based, Statistical, Business rules, Customer value
• Automated PC-less Mode
• Integrated Agent Sessions Recording
• 1000 IVR Ports
• 600 concurrent logged-in Agents

AEONIX CONTACT CENTER ADMIN FEATURES

• Leverages Easy-to-use Wizards
• Flexible Configuration of Routing Rules
• Define Business Hours and Overflow Rules
• Manage Email, Web and Voice Through Common Rules
• Provide IVR Functionality to Callers
• Manage Agent and Supervisory Profiles
• Define Skill Sets and Priorities

AEONIX CONTACT CENTER VISOR FEATURES

• Real-time reporting
• Agent and interaction monitoring
• Service level visibility
• Customer interaction visibility
• Historical Reports
• Business data for informed decisions
• Contact center performance analysis
• Inbound,Outbound, E-mail and Web data
• 3rd Party Reader Board Support

AEONIX CONTACT CENTER AGENT FEATURES

• Multimedia Handling
• Inbound and Outbound Voice, Fax, E-mail & Web
• Customer Visibility
• In-queue windows
• Screen Pops
• Soft-phone
• Interaction handling icons
• Important Messages Reader Board