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ACD |
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Call routing
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Time and
skills-based call routing |
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Prioritized
based call routing |
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Identification/profile-based
call routing (ANI, DNIS) |
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Handset
key-based routing (on auto-attendant mode) |
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End-of-clip
agent's alarm |
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End-of-video
clip automatic call routing |
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Remote agent
call routing |
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Dynamic
assignments |
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Call queuing
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Call waiting
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Video-on-hold
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Personalized
greeting message (video-on-hold) |
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Alarms for
callers in queue |
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Dynamic
assignments/priorities |
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Agents
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Multiple
agent groups |
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Agent-assisted
dialing |
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DNIS
assignment of agent groups |
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Call transfer
to and between agents |
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Consultation
mode (conference) |
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Supervisor
monitoring (audio) |
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Outbound call
capability |
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Local and
remote groups. |
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In-group and
between group load balancing |
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Local and
remote bandwidth and network resource management |
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Video
Content |
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Personalized
video greetings |
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Video
auto-attendant mode with “key-in” call routing |
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Agent-selective
video clip |
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Video clip
selection list with “smart-filtering” |
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Agent review
and online monitoring of video clips |
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Customer Management |
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Customer
page display |
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Agent selected
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Identification
(ANI, DNIS) basis |
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CRM system
interface |
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Standards-based
MS SQL |
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Supervision |
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Dynamic
queue management (assignments, priorities) |
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Dynamic agent
group management and administration (group assignments, skill
assignments) |
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Group and agent
scheduler (shifts) |
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Management and Administration |
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Agent,
supervisor and administrator Web pages |
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Reporting |
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Graphical,
numerical and historical reports |
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Real-time
display status (agents, groups) |
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Agent's
daily, hourly summary |
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Campaign ACD
system statistics |
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Agent calls
taken |
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Real-time
agent status, including current call status, number of calls taken
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Abandoned
caller ID information available |
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Ad hoc
available for complex reporting |
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Export data
to spreadsheets (e.g., MS Excel) |
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Route calls
to remote agents with management and reporting |
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Scalability & Redundancy |
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Vitrage is a highly
scalable video calling platform, offering very high caller and agent
capacities. The platform also can be configured for increased
availability through the use of redundant system configurations. |
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Standards |
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TCP/IP
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HTTP, HTTP
Tunneling |
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H.323/SIP |
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Audio:
G.723.1 |
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Video: H.263,
H.261 |
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Control:
H.225, H.245 |
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