iAgent™– IVR Agent Integration Module for the System i
iAgent provides the functions needed to service screen pops, click-to-call, intelligent call routing and ACD queuing of calls, as well as a variety of other call center functions. From small centers with a few agents to larger call center requirements, iAgent delivers improvements to customer satisfaction, call processing and agent productivity.
iAgent functions through a cooperative "call-control" between our integrated iVoice Call Management Server and iAgent's System i-based call management software. The iVoice Call Management Server answers incoming calls and can service a variety of caller information requests automatically using the integrated IVR self-service capabilities. However, when callers request to be transferred to a live person, iAgent steps in. With knowledge about the caller already collected, iAgent identifies an available agent with the skills to assist the caller and executes a call transfer with a screen pop to the agent's workstation. iAgent controls ensure that an agent is ready and waiting for the caller. The result is a dramatic improvement in customer satisfaction because callers receive personalized service, enter data to the system only once and are assisted more quickly by a knowledgeable staff member.
iAgent enables the features that iNspire results…
Customized Screen Pops deliver the data agents need to personalize and service every caller. These screen pops may be existing application screens or customized screens.
iAgent Directed Dialer offers services that automate agent dialing. In addition, dialing may be integrated with System i applications and screen pop technology to further enhance agent productivity
System i-based ACD Queue to manage callers and call routing. In fact, iAgent supports two methods of call queuing: Automatic and Selection.
Automatic "Push" Model whereby agent’s receive calls and associated screen pops automatically, based on iAgent queuing metrics. An "automatic" agent can be configured to allow or disallow accept/reject of calls.
Selection Queuing means that agents have access to the call queue from their System i display. Agents have visibility to the call and associated date in the queue. With Selection queuing, the agent has the ability to "select" which call to service, based on information provided by the system. iAgent can also alert agents by highlighting calls that have exceeded time limits.
Two Agent Connection Types– ‘transfer’ agents and ‘bridged’ agents. Each provides particular advantages. Please consult with your iMessaging sales contact to determine which connection type is right for your organization. Click here for a description of transfer versus bridged agents.
In-Queue Status Messages provide you with control of announcement messages informing callers of their position in queue and wait times. These messages can be provided at a frequency that matches your requirements.
Music-on-Hold and Promotional Messages allow you to customize your caller's experience while waiting in queue.
AgentAlert™ provides visible and audible notification at the agent workstation when iAgent delivers a screen pop. The visible notification brings the iAgent PC window to the dominant position on the workstation, while the agent is alerted to iAgent’s call delivery request with an audible alarm.
PlaceHolder gives your callers the ability to leave a voicemail and exit the iAgent queue while maintaining their queue position. Once the call reaches first position, an agent is presented with a screen pop requesting a return call.
iAgent System i-based Statistics including login/logout, busy, idle, leave, wrap-up and absent-without-leave (AWOL). In addition, many other reporting views are available, all from iSeries-based menus.
myView provides a real-time GUI view to key call center data for management. Click here to learn more about myView.
Campaign Management to define agent skills. iAgent allows your organization to establish as many campaigns as your center requires. Each campaign ultimately relates to a specific agent skill set. For example, a group of agents may be trained to deal with a particular new product line and this would be defined as a campaign.
Call Routing based on CallerID, ANI, DNIS or information the caller has provided to the system through the integrated iVoice IVR capabilities.
Integration with Spectrum Wallboards for large screen views of critical call center statistics.
And much more…