Vertical has developed a series of add-on software packages to leverage TeleVantage's open programming interface (API) and help tailor TeleVantage to your business needs. For further information please give us a call.
TeleVantage Enterprise Manager is a powerful module that unites employees across an entire organization seamlessly, so they can communicate as if they were located in the same building with a single telephone system. Customers can connect to employees across the organization transparently without needing to know their location. Businesses can simplify management and reduce the administrative costs of their phone system. TeleVantage Enterprise Manager is an ideal solution for businesses that need to support communications among distributed, multi-site locations.
This application eliminates the need for expensive third party conference services by allowing businesses to automatically run conference calls containing up to 60 parties in one or more virtual conference rooms. Callers to an extension are automatically welcomed and added to the conference bridge of their choice. And TeleVantage Conference Manager can automatically place invitation calls to a list of people and add them to the conference. Virtual conference rooms let you conduct multiple conference calls simultaneously. Password-protected conferences are available, along with moderated conferences where callers are muted. Conference rooms are created in advance using the graphical interface.
Contact Center Scoreboard
TeleVantage Contact Center Scoreboard gives contact/call center managers the tools they need to track queue and agent productivity from their PC, phone, or wallboard. There are over 35 powerful new statistics in addition to the built-in statistics of TeleVantage Contact Center. TeleVantage Contact Center Scoreboard can show the state of agent activity, display custom on-screen windows to monitor specific call center statistics, and connect with a physical wallboard to make real-time call center statistics publicly visible. Alarms can be triggered when agent or queue statistics exceed custom thresholds. Alarms can be configured to send voice mails, emails, play custom sounds, change the color of individual statistics, or even send pages.
This application lets businesses identify callers, look up additional caller data in any database, intelligently route calls, and present call center agents with scripts and related caller information before they answer the phone. TeleVantage Call Classifier improves call center agent productivity by displaying web pages with caller or account details.
This application notifies users to retrieve important voicemail messages in a timely manner. The system sends pages to a list of users, in the order specified, and continues to send pages until the voicemail message has been accessed. Persistent Pager includes an easy-to-use administrator utility to help system administrators define which mailboxes TeleVantage should monitor and which users to page, where to reach them, and a scheduling option.
Smart Dialer provides automated outbound dialing for call center agents. It is designed to retrieve phone numbers from a customer database and place calls during specified hours of the day. Customer data is pulled directly from an in-house database, such as FrontRange's Goldmine, and a screen pop on the agent's PC will appear for each call that is placed, allowing the agent to greet the caller appropriately.
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