ImageRemote Authentication Dial-In User Service (RADIUS) is a client/server protocol and software that enables remote access servers to communicate with a central server to authenticate dial-in users and authorize their access to the requested system or service. RADIUS allows a company to maintain user profiles in a central database that all remote servers can share.

 

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Key Features:

  • Powerful and Customizable Computer Telephony Integration (CTI) for voice and data integration
  • Flexibility Automatic Call Distribution (ACD) for call routing schemes: Skill-based, Round Robin, Least Recent, Fewestcalls and Random
  • Script-based and easy configuration Interactive Voice Response (IVR)
  • Predictive and Progressive Dialer for Telemarketing or Telesurvey
  • Call Recording to record and archieve the incoming and outgoing transaction between agent and customer with searching feature based on date, time or phone number
  • Attractive Wallboard Display for customer handling information

Agent Features:

  • Call History allows agents to view the details of previous incoming and outgoing calls
  • Call Transfer allows agents transfer call to another agent, supervisor or office staff
  • Instant Messaging (IM) allows agents to chat and support one another with  managed and controlled features; This IM support multi-party conferencing
  • Remainder System will remaind agents to do a defined-job at a periodic time or at once time
  • Remote Login allows agents to login from a remote location in branch offices via Internet/VPN connection
  • Sofphone for agents to answer/make calls, transfer calls, hang up calls and perform ready/After Call Work (ACW)/Auxilliary (AUX) status
  • Web-based Pop-up Screen provides complete information about the Customer or Customer Relationship Management (CRM) application

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Supervisor Features:

  • Agent Monitoring allows supervisor to monitor agent status to know wheter agent is handling call, away from the desktop or other status specified by agent
  • Call History allows supervisor to view the details of previous incoming and outgoing calls
  • Complete Reporting and Statistic in an interactive web-based system to report the information about handled calls, not handled calls and average calls
  • Instant Messaging (IM) allows supervisor to chat and conference with agents or to support an agent who needs help
  • Interactive web-based administration for system configuration, management, maintenance and monitoring
  • Queue Management allows supervisor to configure agents group and policing when the load on an agent group increase
  • Remainder System will remaind supervisor to do a defined-job at a periodic time or at once time
  • Remote Login allows supervisor to login from a remote location in branch offices via Internet/VPN connection
  • Silent Monitoring allows supervisor to barge into an agent conversation to monitor the customer service quality
  • Sofphone allows supervisor to act as an agent; to answer/make calls, transfer calls, hang up calls and perform ready/After Call Work (ACW)/Auxilliary (AUX) status

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