CenterWare Inbound® — Automatic Call Distribution

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…

Improve your service levels and access your operation from anywhere

Analyze all agent activity through these descriptive real-time indicators and reports:

  • 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!

Supervisors can examine real-time detailed information such as:

  • 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

    CenterWare Inbound® ensures the delivery of first-class service through these modules:

    Administrator Module

    Configure, manage, and control all agent activity

    Agent Module

    Service callers while reaching maximum productivity levels

    Supervisor Module

    Monitor, measure, and improve agent performance

    CenterWare® Surveys

    Conduct online surveys after serving callers

    Finder

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

    CenterWare® Chat

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

    CenterWare® IVR

    Design auto-attendant menus or IVRs and increase service availability

    Scripting Module

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

    Reports and Statistics

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