Interactive Voice Response (IVR)

Automatic Call Distribution (ACD)

Access by Telephone/FAX/Internet

Call Recording/Barging/Monitoring/Coaching

3rd party Switch Integration

Voice Recording

Inbound Fax/Email

Inbound Service level alerts

Internal & External Call Transfers

Overflow agent group queuing

Estimated wait time in queue

CTI Screeen Pops

Call Wrap Up Information

Call Information History

Skills-based routing

Automatic operation via day and time project mapping

Comprehensive inbound reporting

Internal Messaging