Business Communications Manager allows for superier performance that involves tracking, analyzing and managing call volume and agent performance. It also creates a call center that enhances customer service, with powerful tools and capabilities that are tightly integrated with the features offered by the Business Communications Manager, delivering a cost-effective system and solution.

Business Communications Manager has three feature-rich Call Center solutions: Basic Call Center, Professional Call Center, and Multimedia Call Center. For smaller, informal Call Centers, Basic Call Center supports 2 skillsets and 10 active agents. Professional Call Center is targeted for larger, more formal Call Centers with 50 available skillsets and up to 80 active agents. Multimedia Call Center enables access to Basic or Professional Call Center from a Web site.

• 0 active agents, 2 skillsets, 20 routing steps/skillset, 30 built-in announcements, 15 lines, 2 skillset mailboxes
• Fully functional informal Call Center
• Cost effective, easy to use
• Supervisor Functions: Supervisor Help and Silent Monitor
• Expected Wait Time
• Overflow Routing
• Call Center Reporting Optional

• Up to 80 active agents, 50 skillsets, 20 routing steps/skillset, 150 built-in announcements, 100 lines, and 50 skillset mailboxes
• Supervisor Functions: Supervisor Help and Silent Monitor
• Expected Wait Time
• Intelligent routing
  • Skill-Based Routing
  • Caller Input Routing
  • Overflow Routing
• 100 Simultaneous Calls
• Call Center Reporting included

• Click for agent - voice
• Click for agent - chat
• Web page push (caller and agent)
• Follow-me browsing
• Screen capture push (agent)