Call Center Solution
Improve Customer Service and Profitability

The Strata CIX670 system allows you to effectively allocate inbound calls among your call-handling agents with its Automatic Call Distribution (ACD) features. Strata CIX670's flexible new ACD solutions also enables your employee to focus on performing productive tasks and providing excellent customer service.

Your call center will operate at peak efficiency, increasing revenues as a result. Consequently, Strata CIX670 optimizes your call center operations by providing these capabilities:

• Advanced Call Routing routes calls based upon Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-of-year and user entered data, providing the utmost in flexibility.
• Skill-based Routing sends calls to the right person to handle the call.
• Priority Queuing enables higher priority calls to be answered sooner.
• Multiple Group Agent Login provides important call coverage between groups and tiered service levels.
• Agent Priority Routing enables you to expand the agent pool when traffic gets heavy. Intelligent Announcements plays pre-recorded messages and inform holding callers their place in queue or estimated time before answer, as well as offering alternative actions like going to voicemail or invoking a call back reservation.
• IVR Voice Assistant gathers and validates caller input, triggers response, alerts agents when the queue gets overloaded with calls and provides many creative application opportunities.
• Call Center reports that enable you to analyze agents' performance, call center group activity and system status, as well as forecast future call center staffing requirements by analyzing call volume patterns.