AWD/Voice

AWD/Voice® routes phone calls intelligently and quickly to support world-class, workflow-enabled contact centers. AWD/Voice is pre-integrated with the Automated Work Distributor™ (AWD®) and other software components to provide

• Computer-telephony integration (CTI) at the desktop
• Real-time call record and playback
• Intelligent Voice Response (IVR) support.

As a call enters the contact center, AWD/Voice gathers information such as the caller's phone number, account number, Social Security number and other vital data. The system searches multiple application systems and finds the related customer information.

AWD/Voice then routes the captured data to the contact center agent's desktop. It "pops" the screen with all of the data required to service the customer effectively—on the first call.