|
Call Center Technology | AWD/Contact | AWD/Voice | TA2000 Desktop |
AWD/VoiceAWD/Voice® routes both inbound and outbound calls intelligently and quickly, providing CTI screen-pop functions to the desktop, call record and playback, and IVR (Intelligent Voice Response) support. AWD/Voice supports the complex infrastructure requirements of today’s workflow-enabled call centers. The components of AWD/Voice are pre-integrated with each other and with the Automated Work Distributor™ (AWD®)—dramatically reducing implementation costs and simplifying ongoing support. View an illustration of an AWD/Voice user scenario. AWD/Voice collects historic customer data, ties it to the call, creates work in AWD for follow up, and records calls, which distinguishes it from other phone routing systems. When a call first comes into the center, AWD/Voice gathers information such as the caller’s phone number, account number, Social Security number, and other related vital data. The system links to multiple line-of-business systems and extracts customer information. The system then routes the captured data to the workstation to provide the call center agent with all of the data required to respond effectively. Also, from the call’s initial greeting through quality checking, AWD/Voice can be personalized. |
){kind=link}