ARC Inbound call routing. ARC Solutions voice applications from ICP Networks

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Inbound call routing

• Home
• Attendant Consoles
• Call Reporting
• Corporate Directories
• Speech Transcription
• Speech Recognition
• Application Gateway
• SME Attendant Console
• Inbound Call Routing

The sophisticated, completely "soft" application is easy to use, and provides a range of functions way beyond those offered by more traditional solutions.

Queuing functionality is available for calls when they first arrive, while Call Connect looks for the best person to deal with the enquiry.

For the agents in the call centre, caller details can be viewed on screen, which enables them to greet callers personally if they are regular customers.

A full range of reporting tools are available to supervisors, who can also make changes to the environment in real time.

Relevant call statistics can be projected onto a large screen or viewed on a plasma screen using the wallboard function. This alerts supervisors when thresholds are broken, and also allows management to react where necessary to make those "on the fly" changes.

• Arc Call Connect
  Powerful inbound call routing with skills based routing
• Arc Voice Connect
  Custom in-queue messaging, music on hold and routing
• Arc Wallboard
  Display agent, call and queue statistics on the big screen
• Arc Supervisor
  Show live graphs on agents, calls and queues
• Arc Web Connect
  Web based scripting tool for agents
• Arc Desktop Connect
  Desktop phone client for general telephony users
• Witness Call Recording
  Our integration with the leading call recording supplier
• Arc Administrator
  Control over all aspects of the system from one interface