Call Center Agent

Poltys has developed a cost effective agent productivity solution to help you manage your incoming calls and customer information easily using screen pops.

Computer telephony integration (CTI) and screen pop are essential in providing customer information to agents, enabling them to deliver the ultimate customer service experience. When the call is presented to an agent, CCAgent attaches specific customer data obtained from from internal or external databases, or from third-party CRM providers.

Using CTI and screen pop creates a superior customer interaction where your customers are not asked to repeat information as they transition from automated systems to agents or when they are transferred from one agent to another.

CCAgent works standalone using the internal customer database or can integrate with following external CRMs:

  • Salesforce
  • Microsoft Dynamics CRM
  • Microsoft Outlook 2003, 2007, 2010, and 2013
  • ACT! 2014 Premium and Professional v.16 (non web-based versions), ACT! 6.0
  • Goldmine 6.5
  • IBM Lotus Notes 8.5
  • Maximizer 7.0
  • NetSuite
  • Tigerpaw
  • ADP
  • EBIX
  • vTiger
  • Zoho
  • any 1st party TAPI CRM

Poltys also provides CCAgent Lite tool which is a reduced version of the same application, offering:

  • Screen pops with customer information
  • Basic call control
  • Start/ stop call recording for PCI compliance
  • Dialing from any application by shortcut

Poltys offers direct integration services with the following SQL databases upon customer request:

  • Oracle SAP
  • IBM DB2
  • MS SQL Server

Poltys has the ability to integrate the Agent productivity add-on with virtually any CRM System using any of the methods below:

  • WEB interface
  • Standard integration interface exposed by CRM system
  • Direct access to the CRM database
  • Microsoft ActiveX technology
  • Custom developed interface exposed by proprietary CRM system

JUST CONTACT US TO PINPOINT THE BEST WAY TO INTEGRATE WITH YOUR CRM SYSTEM!

You can further improve on the call center solution by adding other features such as an Integrated Voice Reponses Unit (IVR), which can be totally customize to fit any environment.

Whether your business is a law firm, medical facility, alarm company or any business that hold security in high regards, Poltys’ Recording Solution will help you secure recordings of all those important calls, with easy access to call reports that can be archived or easily emailed to multiple email addresses.

Another call center solution may include Poltys’ Gateway for Microsoft Lync©. It provides the technology to link Microsoft Lync Server ©, to the Panasonic IP-PBX. This provides Remote Call Control (RCC) services to allow users to control and interact with their telephone handsets from within the Lync client.

 

CCAgent Features
  • Compatible with Panasonic KX-TDA/TDE/NCP/NS IP-PBX series
  • Click and dial from any Windows aplication
  • Agent screen pop for quick customer identification
  • Integration with 3rd-party CRM systems by easy customization using Microsoft ActiveX technology or 1st-party TSP add-on
  • Provide basic and advanced telephony control: Make Call, Answer Call, End Call, Hold/ Un-hold, Blind Transfer
  • Start/ stop call recording for PCI DSS compliance
  • Instant messaging
  • Customer information repository
  • Present Queue Information
  • Provide Other Agents Status
  • Agent Activity Logging
  • Compatible with Citrix thin client environment

 

 

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Support

 

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Related Products

▪ Poltys Assistant

▪ SIP IVR

▪ CCAccounting

▪ CCView

▪ CCRecord Pro

▪ Queue Announcer

 

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