CenterWare Inbound® is a powerful automatic call distribution (ACD) tool that streamlines the communication processes between callers and agents through its intelligent routing capability. It strategically distributes every single call going throughout the contact center and enhances customers' experience with welcome menus that play appropriate messages during wait times.

Thanks to its user-friendly interface — featuring Rich Internet Application (RIA) technologies, all campaigns can be configured and fine tuned to work the way you need them to.

Features include:

  • Operation Schedules
  • Unlimited Named Campaigns
  • Flexible Agent Assignment and Workgroups
  • Skills-Based Routing and Agent Prioritizing
  • Supervisors & Administration Modules with Customizable Profiles
  • On-Queue Messages
  • Waiting Time and Queue Managment
  • Call Overflow
  • Voicemail
  • Much More…
Software ACD inbound

Improve your service levels and access your operation from anywhere


CenterWare Inbound - Software ACD
  • Answered call percentage
  • Abandoned call percentage
  • Not-answered call percentage
  • Service level
  • Comprehensive reports:
    • Serviced callers
    • Abandoned calls
    • Average wait time
    • Average abandonment time
    • Average service time
    • Overflowed (forwarded) calls

Monitor every campaign result!


  • Agent name & ID
  • Agent status
  • Status time (cumulative and current)
  • Caller name
  • Total calls answered by an agent (in/out)
  • Average service time
  • Overall service time
  • Extension number
  • Campaign name
  • Campaign script
Agent status call center


 

Administrator Module


Contact Center administration

Configure, manage, and control all agent activity

Agent Module


KPI telephone agents admiinistration

Service callers while reaching maximum productivity levels


Supervisor Module


Contact Center Supervisor

Monitor, measure, and improve agent performance




CenterWare® Surveys


Online satisfaction surveys

Conduct online surveys after serving callers


CenterWare® IVR

IVR telephone menu

Design auto-attendant menus or IVRs and increase service availability


Scripting Module


call center scripting

Expedite call flows, train your agents, standardize your message, and deliver the best service possible

 


CenterWare® CRM


CRM software

Organize every capture
client-related data


Reports and Statistics

Reports and Statistics Contact center

Know your operation and get drill-down charts of campaign results


CenterWare® Chat

Chat service contact center

Make your website a gateway to your contact center and communicate the way your customers want

 


Finder

finder and search engine

Find recordings & chats, as well as agent and client dates fast!

 


Learn more