The Evolved Call Center
The Evolved Call Center is designed to provide contact
centers of all sizes with access to a broad range of
features, with increased scalability and flexibility
delivered in an economical cloud-services model.
The Evolved Call Center solution provides contact centers
managers with enhanced control and deeper insight into
their contact center operations. By establishing a single
cloud-based resource center across multiple locations, call
centers can streamline operations and maximize staffing.
This unique model enables call center managers to strike an
appropriate balance between effectiveness and efficiency.
Key Features: Call Center Management
Broad Range of Features: Gain access to advanced messaging, routing, reporting and desktop management features regardless of budgetary constraints.
Setup Options: Use (and pay for) only the features you need while providing agents a familiar interface - PC, handset, or both.
Centralized Management: Manage queue activity, monitor calls (regardless of agent location), and reroute them with a click of the mouse or from your Smartphone/Tablet.
Reporting: Review performance in real time with ad-hoc reporting or through automated email delivery.
Recording: Retrieve and playback recorded calls, tag calls for quality management purposes, and listen to calls live. Control: Provide supervisors with unmatched control over agent productivity and allow administrators point-and-click configuration through our award winning OSSmosis Portal. Extensible: Prebuilt integrations into popular CRM and messaging platforms. Simple application integration through standards-based APIs.
Key Features: Executives
Lower TCO: Significantly reduce traditional telecom expenses and maintenance costs while eliminating capex for new equipment and software.
Maximize Staffing: Streamline operations into a single resource pool across multiple locations.
Flexible: Distribute call center resources simply and effectively whether in the office, on the road, or at home.
Scalable: Increase and decrease costs with seasonality and growth. Support unexpected peaks with limitless call capacity.
Disaster Recovery: Queue calls in the cloud regardless of conditions at any site with built-in contingency routing.
Secure: Take advantage of a private and secure cloud-based offering from a PCI and SOC II certified
Broad Range of Features
ACD Routing Policies Basic Standard Premium
Hunt Algorithms – Uniform, Circular, Regular, Simultaneous, Weighted
Escape out of Queue option
Distinctive Ringing – Ability to have a specific ring per queue
Overflow Treatment – Based on Queue Size and/or Wait Time
Bounced Treatment – When an available Agent doesn’t answer
Enhanced
Stranded Treatment – When no Agents are signed in
Enhanced
Force Agent Unavailable – Triggered by bounced calls
DNIS Routing – Ability to have multiple DNISs pointed to a single queue
Advanced ACD Routing Policies Basic Standard Premium
Priority Queuing – Based on precedence or longest wait time
Night Service – Business and after hours call treatment
Holiday Service – Calendar based call treatment
Forced Forwarding – Alternate routing for new incoming calls
Preserve wait time after forwarding
DNIS based priority settings and routing policies
Outbound Dialing by Queue – Agent selects Caller ID
Greetings and Announcements Basic Standard Premium
Customizable Greetings/Messages
Entrance (including Mandatory playback option)
Comfort Message
Music on Hold
Chained Greetings/Messages/Music on Hold – Up to 4
Estimated Wait Time or Position In Queue
Comfort Message Bypass
Queue Announcement via Agent Whisper
DNIS based Greetings and Announcements
Agent and Supervisor Features Basic Standard Premium
Web-based service controls
Set ACD State
*Join Call Center: Activates agent in the Call Center
*Set Call State: Sign-in, sign-out, available, unavailable, wrap-up
Web-Based and Desktop client for call management (Agent and Supervisor) Add on Add on
Auto-answer incoming calls
Automatically set post call agent ACD state
Unavailable Codes (Handset and Call Center Clients)
Disposition Codes (Handset and Call Center Clients)
Queue notification (Handset)
Reporting Basic Standard Premium
Scheduled Call Center reporting
Real Time reporting from Supervisor Client
Agent Client, a web-based application provides point and click control, and ACD state functions (sign-in, sign-out, unavailable, available, and wrap-up, etc.).
Scalability and Capacity Basic Standard Premium
Maximum number of queued calls per CC 25 50 525
Setup Options
The Evolved Call Center seamlessly integrates into the Evolved Office Hosted service or via callback to legacy PBXs. Agents can gain access to features and control through advanced desktop applications or manage their state via more traditional handset based interface.
For Agents that do not require advanced features, various options are available for state control via the handset.
Centralized Management
Call Center Management needs information at their fingertips to make vital decisions about queuing, overflows and call routing.
Supervisor Monitoring an intuitive web interface provides Call Center leaders with the real time queue activity, the ability to listen to calls, tools to monitor/change agent status, and options to prioritize and redirect calls.
The Call Center Dashboard is a web application that delivers queue statistics and thresholds in real-time on a variety of devices from PC-based wallboards to individual PCs, Tablets, and Smartphones.
Recording
The Evolved Call Center enables on-site or remote call quality and compliance activities. Search, retrieve, tag, and export recorded calls based upon criteria such as the agent, the calling party and the date/time. Listen to live calls or call recordings through an easy-to-use web interface.
The Evolved Call Center Supervisor
Console provides increased visibility of real-time activity and individual call activity.
Call management through barge-in, silent monitoring, prioritization and diversion of calls Real-time historical reporting on Queue and Agent
Reporting
Comprehensive Reporting is a must to ensure adherence, compliance and service levels within any Call Center. The Evolved Call center offers flexible reporting to meet the various needs of Call Center Supervisors, Management and Executives.
Supervisor Reporting provides comprehensive ad-hoc reporting in a graphical format that can easily be printed, exported, or emailed.
Scheduled Reporting provides historical call detail reporting emailed daily to your management team.
Control
The Queue Performance Report provides the Call Center Supervisor with the ability to report on queue activity and service levels. Queue reports can be run on an individual queue or all queues.
Control
Extensibility
Call Center Managers require complete control over agent and queue productivity. The award winning proprietary OSSmosis Portal allows administrators point-and-click configuration and real-time changes.
The Evolved Call Center is supported by standards based APIs enabling businesses to easily integrate the solution into internally developed or third party applications. Due to this extensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Work Force
Management solutions.