iVOCS i2Center
i2Center it the iVOCS contact center solution that supports both inbound and outbound handling of multiple communication modalities.
Different priorities of work are mixed in one workflow for the agent . When higher priority tasks are dispatched lower priority tasks are parked. This blending of work improves the overall occupancy of the contact center.
With i2Client, agents get additional CRM and or Expert system applications that support their work.
i2Center includes supervisor functions to monitor and supervise the work of agents.
Via scripting the handling of traffic of a channel is configured. Realtime statistics on the behavior of channels and agents is provided.
Detailed Care Detail Records and Event logs are available to the determine the performance of the channels, the agents and the overall contact center.