Contact Center is an add-on application integrated with the familiar ViewPoint desktop call management client.
Using Wave Contact Center, any organization can provide a higher level of customer service through more efficient management of calls and customers. Wave gives you the ability to handle calls in a way that makes customers feel like VIPs, not like just the next person in line.
Supervisors and agents can monitor queue performance and agent productivity at-a-glance with real-time statistics including number of calls waiting in queue, available agents, number of calls sent to voice mail or abandoned, and
average and longest hold times.
Wave Contact Center gives organizations of any size the tools you need to enhance your call center’s performance.
To find out more, give us a call : 703-261-7070
Measure call effectiveness and Increase your contact center performance and profitability by analyzing data on the fly and making adjustments to better leverage personnel and resources.
Unlike other contact center solutions that require programming or complex flowchart design, Wave Contact Center lets you control all routing functions with a simple point-and-click, menu-based interface. You can quickly create custom routing paths that enhance the caller experience and maximize your agent skill sets.
Point and click queue & routing configuration, no programming required – handle prospects for one product one way; repeat customers another way.
Use skills-based routing to put the right customers on the phone with those members of your staff best able to help them.
When the lines get busy, designate additional staffers as “overflow agents.”
Record all calls, or on a customized with a single mouse click (record every nth call). This helps support compliance efforts and facilitate training and coaching.
Help VIP get the service they need more quickly through priority call routing, and when they need to hang up and call you back, last agent routing gets them off of hold and in touch with whoever they spoke with last.
Managers and supervisors have complete control over how calls are being handled, with full Coach / Monitor / Join capabilities.
Supervisors and agents can monitor queue performance and agent productivity at-a-glance with real-time statistics including number of calls waiting in queue, available agents, number of calls sent to voice mail or abandoned, and average and longest hold times.
With over 30 predefined reports, supervisors and managers can stay on top of agent quality and in-house performance targets.
Wave agents are licensed "per Agent" not per queue. This means a more cost effective solution, as each agent can belong to multiple queues.