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TaquaWorks Call Center provides an integrated, full-featured solution with all the benefits of the TaquaWorks advanced voice and multimedia applications. Service providers can offer businesses a hosted Call Center solution with the resiliency of a carrier-class platform, enabling businesses of any size to build a comprehensive, feature-rich call center anywhere in the world. This solutions supports individual call centers as well as a distributed multi-site centers to act as a single virtual call center, regardless of geographic location.
The TaquaWorks Call Center solution is broken into two main offerings:
- Virtual ACD that includes ACD/Queuing and a web agent for ACD state synchronization and daily reports; and
- Virtual Call Center – a robust offing that includes Enhanced ACD/Queuing, call center clients and advanced real-time and historical reporting.
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Key Features:
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- Automatic Call Distributor (ACD)- Intelligent call routing and queuing.
- Enhanced ACD- Advanced queuing when call center is not staffed and maximum wrap-up timer settings.
- Auto Attendant- Interactive voice response (IVR) and custom messaging. Agent and Supervisor Clients- Intuitive client interface for greater agent productivity and
management oversight.
- ACD State Synchronization through the web agent or IP phone interface
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- Call Center Reporting- Preset real-time and historical reports in graphical and tabular form.
- Music On Hold and Comfort Announcement- Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format.
- Monitoring and Recording- Pre-integrated, third-party vendor solutions for real-time monitoring and recording of agent calls.
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