General

• GDPR Compliance

• Secure Cookie 

• Telco-independent

Installation

• Installable both on the Cloud (SAAS) and on Premises

• Compatible with CentOS 7 and Debian

• Compatible with Cloud Provider (i.e. AWS, Azure)

• Docker container

Architecture

• High Availability

• Disaster Recovery 

General

• Omnichannel Agent Web Desktop

• Intuitive user interface

• Login and change password with Security Suite

• Status setup 

• Agents' and Queues' availability Dashboard

• Internal Messenger System for texting and calling

• Option to mask sensitive Data

Contact Management

• Contact Lists visibility with:

  • Click- to-dial option

  • Advanced search button

  • Customer Journey management

  • "My contacts" section (contacts directly managed by the single agent)

• Manage Phone Calls using the dedicated on-top Phonebar for Windows or the WebRTC embedded OmniDesktop functions:

  • Accept Manually/ Automatically incoming calls and place outbound calls

  • Transfer calls (Blind/Warm/Attended)

  • Record calls (Automatic/Manual)

• Test and use external SIP Phones

• Hot Desk option, to associate an available registered Telephone

• Contact, Interaction and Customer Journey information embodied in the voice session 

• Close and dispose interactions (3-level disposition option)

  • Black list, Recall me and Reschedule disposition option for Dialer Outbound Queue Campaigns 

• Run Jscripty Session (with activated trigger)

• Accept manually & automatically and manage  Chat conversations

• Use emoticons and attach files during conversations

• Select Canned answers 

• Insert internal note 

• Download interactions

• Start a VIDAOO Video Call session

• Tag and Trasfer conversations

• Close and dispose interactions (3-level disposition option)

• Contact, Interaction and Customer Journey information embodied in the session 

• Advanced Filtering System for Chat Interactions

• Accept manually & automatically and manage Email messages

• Attach files during conversations

• Select Canned answers 

• Insert internal note 

• Download interactions

• Tag and Trasfer conversations

• Close and dispose interactions (3-level disposition option)

• Contact, Interaction and Customer Journey information embodied in the session 

• Advanced Filtering System for Email Interactions

• Accept manually & automatically and manage SMS messages

• Use emoticons during conversations

• Select Canned answers 

• Insert internal note 

• Download interactions

• Tag and Trasfer conversations

• Close and dispose interactions (3-level disposition option)

• Contact, Interaction and Customer Journey information embodied in the session 

• Advanced Filtering System for SMS Interactions

• Accept manually & automatically and manage Open Channel messages

• Use emoticons and attach files during conversations

• Select Canned answers 

• Insert internal note 

• Download interactions

• Tag and Trasfer conversations

• Close and dispose interactions (3-level disposition option)

• Contact, Interaction and Customer Journey information embodied in the session

• Advanced Filtering System for Open Channel  Interactions 

• Accept manually & automatically and manage FAX exchange sessions

• Attach files during conversations

• Download interactions

• Tag and Trasfer conversations

• Close and dispose interactions (3-level disposition option)

• Contact, Interaction and Customer Journey information embodied in the session 

• Advanced Filtering System for Fax Interactions

• Accept manually & automatically and manage WhatsApp messages

• Use emoticons during conversations

• Download interactions

• Insert internal note 

• Tag and Trasfer conversations

• Close and dispose interactions (3-level disposition option)

• Contact, Interaction and Customer Journey information embodied in the session 

• Advanced Filtering System for WA Interactions

• Voice calls List managed by the agent 

• Abandoned Calls List in Inbound activities and in Dialer Campaings

• Call Recordings List, with download option

• Scheduled Calls Section (calls rescheduled by the agent during a Dialer Campaign)

• Chat Channel Interactions List with search filter and download (pdf transcript with or without attachments) options 

• Email Channel Interactions List with search filter and download (export in eml with or without attachments) options 

• SMS Channel Interactions List with search filter and download (pdf transcript) options 

• Openchannel Interactions List with search filter and download (pdf transcript with or without attachments) options 

• FAX Channel Interactions List with search filter and download (pdf transcript) options 

• WA Channel Interactions List with search filter and download (pdf transcript) options 

Phonebar

•  

  • Application for voice calls management

  • Enable/Disable software update

  • Auto-adaptive and always on top

  • Calls Management:

    • Pause/Unpause

    • Set speakerphone and Mute

    • Auto-answer

    • Unconditional transfer

    • Redial, Hold, Do not Disturb

    • Incoming Call display

    • Call history

    • Call conference

    • Call transfer (blind, attended, warm)

    • Call recording (automatic or manual)

    • Click to call

    • Call-to-service association

  • API for call control and CTI

  • Customizable Pop-ups

  • Screen recording

  • Blind Agents management (Jaws support)

  • Out prefix to associate an outbound route

WebRTC Technology

• WebRTC functions for voice calls management embedded in the Omni Desktop Interface

• No installation or upgrade is required

• Auto-adaptive and with bandwidth limitation

• Multi-client compliant (not only windows users)

• Calls Management:

  • Pause/Unpause

  • Set speakerphone and Mute

  • Auto-answer

  • Unconditional transfer

  • Redial, Hold, Do not Disturb

  • Incoming Call display

  • Call history

  • Call conference

  • Call transfer (blind, attended, warm)

  • Call recording (automatic or manual)

  • Click to call

  • Call-to-service association

• API for call control and CTI

• Customizable Pop-ups

• Screen recording

• Blind Agents management (Jaws support)

• Out prefix to associate an outbound route

General & Settings

• Intuitive user interface

• Login and change password with Security Suite

• Networks and SMTP settings configuration

• Customized graphical user interface

• Software updates visibility

• Setup Reports and Analytics for each Channel to analyze the Contact Center performances 

• Licenses & Provisioning:

  • Interface to update Modules Licenses

  • Change Plans and concurrent Agents number from the specific UI request form

• Option to mask sensitive Data

Dashboards

• Customized real time Dashboards, with users access configuration

• Widgets (Custom path, Chart)

Staff Setup and Management

• Create, edit and delete Agents, Users, Telephones (simple PBX Extensions)

• Assign permissions (i.e. channels, internal message, downloads) to Agents and Users (User Profiles)

• Enable Agents or Users to use Active Directory Credentials to login 

• Enable Agents or Users to use Google authentication to login 

• Associate Agents to Teams

• Associate Agents to Channel Queues

• Associate Teams to Out Prefixes

• Associate Teams to Channel Queues

• Set the Channel Capacity (the maximum number of concurrent channel interactions per agent)

• Set the Agent typology (Phonebar, WebRTC or External)

• Enable Agents (External) to use the Hot Desk option, to associate an available registered Telephone

• Enable Agents (Phonebar) to use Phonebar API Web Service with Remote Control

• Agent Phonebar configuration (i.e. enable auto answer, voice and screen recording,  jaws integration, dtfm tones)

• Agent WebRTC configuration (i.e. enable auto answer, recording,  dtfm tones)

Contact Management

• Add contacts manually or import a file 

• Define contact lists to generate calls by automatic outbound dialer

• Export Lists to CVS file 

• Assign agents to specific contact lists

• Set Black lists 

• Advanced search button

• Customer Journey management

• Define global and custom fields per contact list

• Define customized disposositions (3-level disposition)

VOICE

• Configure SIP Connections (Trunks) between phone system and VOIP provider for inbound/outbound calls

• Configure Queues dedicated to voice interactions and define their routing mechanisms

• Define the Routing Strategies and the Contexts to manage internal, inbound and outbound calls 

• Define Triggers for Voice interactions automatic handling

• Set Time Intervals 

• Setup a Voicemail for the callers who want to leave a voice message

• Define Music on Hold classes

• Access to Voice Recordings List, with download option

• Access to Screen Recordings List, with download option

• Enable Supervisors to Chanspy, namely to listen to agents calls, as well as to whisper or barge into a conversation

• Set Out Prefixes to associate an outbound route

• Access Realtime Environment to monitor the activity status of agents, telephones, trunks, queues and outbound calls

CHAT

• Configure Queues dedicated to chat interactions and define their routing mechanisms

• Customize the notification of a new interaction 

• Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue

• Set Agent Transfer feature to enable Agents to transfer ethe interaction to another Agent

• Define the website snippet appearance

• Set Proactive Action, Timeout or Mouse over, that define when the snippet should be shown on your site page

• Build the interaction form for online and offline chat management

• Define chat dispositions 

• Set a list of canned answers (available only when the interaction comes from a specific Website)

• Define the applications that will be executed when there is an incoming chat message

• Spy a live chat

• Chat Channel Interactions List with search filter and download (pdf transcript with or without attachments) options 

• Monitor Chat activities and agents status in Realtime

• Setup the chat-to-videochat escalation function (with VIDAOO)

• Manage Offline Chat messages via Email interaction 

EMAIL

• Configure Queues dedicated to email interactions and define their routing mechanisms

• Customize the notification of a new interaction 

• Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue

• Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent

• Define an outgoing email messages Template

• Define email accounts dispositions 

• Set a list of canned answers

• Define the applications that will be executed when there is an incoming email message

• Spy the contents of an interaction thread and possibility to insert an internal note 

• Email Channel Interactions List with search filter and download (export in eml with or without attachments) options 

• Monitor Email activities and operators in Realtime

• Pre-configured Email Providers (Gmail, Hotmail, Yahoo, Outlook365)

SMS

• Configure Queues dedicated to SMS interactions and define their routing mechanisms

• Customize the notification of a new interaction 

• Set Queue Transfer feature to enable Agents to transfer the interaction to another Queue

• Set Agent Transfer feature to enable Agents to transfer the interaction to another Agent

• Define SMS accounts dispositions 

• Set a list of canned answers

• Define the applications that will be executed when there is an incoming SMS

• Spy the contents of an interaction thread and possibility to insert an internal note 

• SMS Channel Interactions List with search filter and download (pdf transcript) options

• Monitor SMS activities and operators in Realtime

• Pre-configured SMS Providers (Twilio, Shebby, Connectel, ClickSend, Plivo, Infobip, Clickatell, Bandwidth, CSCTelecom, Intelepeer)