IP Contact Centre Platform for Unified Customer Communications
Automatic Call Distribution (ACD)
Predictive / Power / Progressive & Preview Dialing
Interactive Voice Response (IVR)
Self-Service via Interactive Voice Response (IVR)
Voice Mail
Call Recording & Quality Monitoring
Online Email Management
Web Call Back
Web Chat
Web Collaboration
Browser Based WorkFlow & Scripting
Interaction History
Centric's Integration Capabilities
Reporting
Agent Interface
Supervisor Interface
Carrier-Grade Hosting and Multi-Tenancy
Centric Product Overview
Call Recording & Quality Monitoring - CentricCorder enables users to store and access all caller/agent interactions in all channels and all media. For quality monitoring, calls can be recorded selectively based on a variety of factors such as agent, agent group, skill, and so forth. In addition, all calls can be recorded to meet legal compliance or other requirements. The agent can also start and stop recording as an optional capability. All recorded customer contacts are stored in a database with web access for reviewers.