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CCPro |
CCView |
CCView Lite |
CRM Integration |
Desktop Assistant |
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 Overview
Simple yet versatile call management tool derived from CCPro that provides:
- Agent dialing from any Windows application
- Agent screen popup for quick customer identification
- Comprehensive real-time and historical tools for Agent call tracking/ recording/ coaching and Queue statistics
Desktop Assistant enables comprehensive 3rd-party CRM/ ERP system integration as follows:
- Direct integration with Outlook, ACT! and Goldmine CRM systems
- Direct CRM integration with Maximizer andTigerpaw using Poltys 1st -Party TSP add-on
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Key Features
- Compatible with Panasonic KX-TDA/ TDE/ NCP IP-PBXs
- Connect to up to 8 networked Panasonic IP-PBXs simultaneously
- Wallboard like flexible monitoring for system, queues, groups, Agents and calls
- Full PBX ACD statistics, reports and call billing
- Direct Agent pop-up integration with Outlook, ACT! and Goldmine CRM systems
- Supervisor control over Agent: start/ stop voice recording, login/ logout Agents, enable/disable chat
- CCRecord Pro ready
Benefits
- Evaluate Call Center performance versus service level objectives
- Help increase customer service quality through Agent call recording and proactive staff coaching
- Increase Agent productivity with customer pop-up window
- Monitor simultaneously all queues, groups or Agents
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