CTintegrators has simplified the process of creating your call center by matching TeleVantage with current technology in servers, agent phones, and specialized software to meet almost every need.

"Call centers in this segment are looking for platforms that provide interoperability, feature flexibility, and strong price performance," said Drew Kraus, Principal Analyst at Gartner Group. "Many forward-thinking businesses are recognizing the potential of converged voice and data applications and are looking for solutions to maximize revenues and enhance the customer experience."

Agents sign in for each shift using their standard phone or desktop computer; no special hardware is required. You can use any standard headset or handset with TeleVantage Call Center, and agents can work in hands-free mode to have calls delivered efficiently, without having to hear a ring or pick up a phone. Agents can use their phones or PCs to modify their personal status when going on a break or during wrap-up time between calls so that their activity is always visible to supervisors. Since TeleVantage Call Center queues are visible to each user, operators or agents can easily transfer calls to any queue, because queues appear in all lists of extensions. 

Managers can observe multiple stations and optimize agents' time and availability in real time, and silently monitor calls for training and quality assurance purposes. Any manager may also act as a "silent partner" to coach a new agent by staying on the phone with the agent but remaining inaudible to the caller. When required, the manager can join the call and assist the agent by talking to the customer directly. When you are not available for real-time monitoring, you can easily record calls for particular agents or queues for later analysis. Group agents by skill set and establish overflow agents to assist with particularly busy periods for a specific queue.

To learn more about Call Centers, call CTintegrators.