...Linking Possibility to Reality
Capabilites
Integrated Desktop Environment
The Integrated Desktop Environment is a multi-threaded, multi-tiered application designed to allow call center representatives access to all necessary information in order to provide the highest level of service in the most efficient manner.
- Call processing - The primary function of the agent application is to process calls. Your agent is given all necessary functions in order to complete a call successfully. This includes access to all telephone functions and any available external applications, controlling all of the telephone functions from the agent window. When the agent signs on to the telephone, they will automatically be made ready for the first call and be able to place callers on hold and call QA with questions. In addition, the agent can transfer a call to a third party and can conference the caller with a third party.
- View online messages - Ferotek's agent application receives messages from the Ferotek supervisors. These messages automatically display on the agent's screen. The application does not require any action from the agents to activate the messages.
- Call logging/disposition - When your Ferotek agent has ended a call, a call disposition window is displayed. The call disposition window will have options specific to your project. Once the call has ended, the agent will be put on "make busy" until the agent has completed the call processing. Once the call disposition window closes, the agent will automatically be placed on "make ready."
- Access external applications - To successfully complete a call, your Ferotek agent may need to access various external applications, such as one of your applications. We identify the standard functionality and the external applications are included on a tab within the desktop application, whenever possible.
- Real-time agent productivity instruments - Since contact center agents are always under pressure to meet and improve upon specific productivity goals such as Average Length of Call or Sales per Hour, the Ferotek desktop environment includes agent productivity instruments. These instruments are continuously displayed to your agents whenever required.
- Fully integrated with existing systems - In order to leverage Ferotek's existing software and hardware investments, the desktop environment is fully integrated with all existing call center systems.