Contact Center Features and Functions In-Bound Call Routing / ACD Describe the capacity of your solution in terms of: Configured agents & scalability Queues Routing schemes Number of steps per routing scheme Music on hold choices Number of messages that can be played while on hold Available information and other capabilities while on hold Describe how your system supports routing based on ANI, DNIS and options selected in IVR. Describe how your system supports skills-based routing. Describe the capabilities of prioritizing calls including dynamically such as age of call. Describe how can be routed to the last agent spoken with. Describe the option for handling a call that is not answered by an agent. Describe how service levels can be defined for inbound queues. Describe your system’s ability to force an agent’s state. Describe your system’s ability to set an agent to if a prior call is not answered. “unavailable” Describe how different messages can be played based on queue statistics and wait time. Describe how your system informs callers of place in queue and projected wait time. Describe caller’s ability to leave a voicemail message or receive a call back. Describe your system’s callback features with specifics on triggering its offering and any options the caller has for scheduling call backs. Outbound Dialing Describe the features of your outbound calling functions Describe how your system supports blending of inbound and outbound calls Email Routing and Management Describe how your system routes emails. Describe how the system can integrate with CRM applications. Describe how emails are assigned to agents or queues. Is this based on the mailbox to which it was set? Is analysis based on subject-line content or message content? Can agents select specific emails from the queue? How is this managed? Describe your method for managing service levels for reply messages. Describe how message priority is assigned (for example, by time since received, subject). How can the priority of an email be escalated? Describe how emails are archived and how supervisors and/or agents can access archived responses. Can emails be printed?
Contact Center Features and Functions In-Bound Call Routing / ACD Describe the capacity of your solution in terms of: Configured agents & scalability Queues Routing schemes Number of steps per routing scheme Music on hold choices Number of messages that can be played while on hold Available information and other capabilities while on hold Describe how your system supports routing based on ANI, DNIS and options selected in IVR. Describe how your system supports skills-based routing. Describe the capabilities of prioritizing calls including dynamically such as age of call. Describe how can be routed to the last agent spoken with. Describe the option for handling a call that is not answered by an agent. Describe how service levels can be defined for inbound queues. Describe your system’s ability to force an agent’s state. Describe your system’s ability to set an agent to “unavailable” if a prior call is not answered. Describe how different messages can be played based on queue statistics and wait time. Describe how your system informs callers of place in queue and projected wait time. Describe caller’s ability to leave a voicemail message or receive a call back. Describe your system’s callback features with specifics on triggering its offering and any options the caller has for scheduling call backs. Outbound Dialing Describe the features of your outbound calling functions Describe how your system supports blending of inbound and outbound calls Email Routing and Management Describe how your system routes emails. Describe how the system can integrate with CRM applications. Describe how emails are assigned to agents or queues. Is this based on the mailbox to which it was set? Is analysis based on subject-line content or message content? Can agents select specific emails from the queue? How is this managed? Describe your method for managing service levels for reply messages. Describe how message priority is assigned (for example, by time since received, subject). How can the priority of an email be escalated? Describe how emails are archived and how supervisors and/or agents can access archived responses. Can emails be printed?