Vertical Releases Contact Center and WaveNet Applications for Wave IP-PBX Platform
by amed
Today Vertical Communications announced release of the long awaited ISM 1.5 SP3 upgrade. This marks an important milestone for migration of the award-winning Contact Center Application from the Televantage platform to the flagship Vertical Wave-IP platform. With this release Vertical also rolls out the WaveNet, which allows advanced integration between multiple Wave-IP Systems, and Call Classifier an advanced API integration for custom call routing. Below is detailed overview of each of these new additions
New Applications:
WaveNet
WaveNet creates an enterprise-wide Wave IP-PBX infrastructure that streamlines all aspects of administration and enables your organization to operate more efficiently. WaveNet aggregates multiple locations into a single telephone system, combining users from various locations to present a single network wide extension list and dial plan. Employees everywhere can reach each other through seamless intercom dialing, view presence & personal status (via phone or ViewPoint) and seamlessly exchange voice mails without the need to remember location or complicated dialing codes. WaveNet dramatically simplifies administration by eliminating repetitive manual tasks. Adding a node or changing a user on the network only takes a few mouse clicks as WaveNet automatically handles the configuration, dial plan synchronization, inter-site call routing and ongoing management tasks to keep all systems synchronized. Depending on system configuration and site preferences, WaveNet can route enterprise calls using either SIP over a VoIP network or traditional PSTN via PRI or Analog for maximum flexibility. WaveNet uses a peer-to-peer architecture to eliminate any single points of failure – this enables offices to continue to function even if intra-office networks are interrupted, or if an individual location loses power. Robust error recovery and fault management mechanisms built into WaveNet ensures that information such as voicemail, presence status etc are automatically cached and synchronized when network connectivity is reestablished. WaveNet is certified to support networking of up to 100 Wave IP nodes.
Wave Contact Center
Wave Contact Center
Traditionally, small to medium size business in need of contact center functionality have had to make a choice between expensive full featured solutions or compromise for less sophisticated ACD functionality. Wave Contact Center changes the game by providing robust enterprise class contact center management functionality at marginal incremental cost. Leveraging Vertical’s Applications Inside architecture, Wave Contact Center runs "on-the-box" and thereby eliminates need for any additional hardware or complex integration. Unlike other contact center solutions that require custom scripting, programming or complex flowchart design, Wave Contact Center lets administrators control all aspects of contact center management including queue management, routing, agents, supervisors, tracking, and reporting with a simple point and click unified interface. For example, with a few mouse clicks you can choose how calls in a queue are distributed to agents, customize the callers’ hold experience by playing single or repeating messages, prompt callers to enter data, configure call priority, setup automatic call routing and more. It’s just as easy to move, add and change agents, setup and change agent or supervisor permissions, grant permissions to individuals or groups, record hold prompts, change routing, manage the queue’s voice mail or take the queue off-line. Calls can be distributed within queues based on various key attributes such as time of day, longest idle agent, least busy agent etc along with some advanced routing models such as agent cost or agent skills based routing, priority queuing based on caller etc – traditionally available in higher end contact center solutions. Wave Contact Center seamlessly integrates with Vertical’s award winning desktop call management application, ViewPoint, to provide a single intuitive interface for agents and supervisors alike to manage calls and monitor performance. Using ViewPoint, supervisors can monitor queues, coach agents, monitor real-time metrics and service levels and optimize overall contact center performance. Wave Contact Center comes built in with a reporter that provides a powerful set of reports (over 35 distinct reports) that are designed to keep supervisors and managers informed on key performance metrics and allow them to spot trends in queue and agent performance. Wave Contact Center is certified to support 100 call center agents.
Wave Call Classifier
Wave Call Classifier empowers organizations to dramatically improve their customer service and competitive advantage with advanced call routing based on real-time lookup of customer data. Service professionals using Wave Call Classifier are informed about the caller and the origin of the lead source or relevant promotion before they answer a call. Wave Call Classifier can provide agents with detailed caller information from any ODBC database (local or external), and intelligently route calls based on who is calling and what they are calling about.
Wave Call Classifier
Wave Call Classifier empowers organizations to dramatically improve their customer service and competitive advantage with advanced call routing based on real-time lookup of customer data. Service professionals using Wave Call Classifier are informed about the caller and the origin of the lead source or relevant promotion before they answer a call. Wave Call Classifier can provide agents with detailed caller information from any ODBC database (local or external), and intelligently route calls based on who is calling and what they are calling about.
