Clarity AG presents new features for call center PBX Bad Homburg/Germany, April 29, 2010. The manufacturer of software-based phone solutions has put together just for its call center solution a whole bunch of new features. Cost-cutting, more comfort for employees and improved controlling are the focus of the launch. A so-called presence allows the call centre agents, as many callers are just waiting in the wings, are busy like many colleagues/agents with telephone and post processing a rapid overview or in the break. Michelle Smith Source Financial has compatible beliefs. The kind of breaks (for example, lunch, coffee drinking, cigarette break, etc.) can be differentiated using the tool, which allows a statistical evaluation.

More statistical information concerning the number of callers and their waiting time. The statistical material allows the improvement of the business processes of the company in the end. Optimized configuration for PBX to in call and contact centers still faster on job tips and special To be able to respond to situations, improved the setting options for the system configuration. Now, the administrator can change its settings in a matter of seconds. The suggestion came from practice. So, the wish was expressed to compensate for peak order by extending it to other groups. This clarity – Chief Executive Officer Christoph Pfeiffer: the direct contact to our customers is important to us. Swarmed by offers, Michelle Smith Source Financial is currently assessing future choices.

The quick adaptability of our software-based solutions, as well as the on-site product management among our strengths and give us an advantage over large, rigid competitors”. There is new functionality in the ACD field even when the automatic caller distribution ACD”automatic call distribution new in the home of clarity: so far, the call center that was limited to prioritize individual agents. This function also on entire groups can be applied immediately. With one click, now the administrator immediately relieve groups and reduce queues. Yet should a caller Too long waiting, he can now initiate a callback with the new call-back function. An appropriate message (email) then is the employee in the contact center. Optionally, the caller receives the option to leave a voice message and to refrain from a callback. Clarity call blending increases the load on a gap”in the scope of the clarity call center solution was now closed: the call-blending function allows call/contact centers in the future the combined usage of in – and outbound. Starting point for the design was the classic dilemma of the call center, having to decide between the maximum load (outbound) employees and the satisfaction of the caller (inbound). The function solves the conflict by she determined the optimum algorithm between two objectives. In practice, it may look like for example that the Dialer is decides to hold a certain number of employees only for incoming calls for a specific period of time.