Contact Centre (CCAS)
Enabling Contact Centre Pro in Dimension Voice allows your users to be agents in more complex routing scenarios suited to a managed contact centre operation.
- Support for Agents using Microsoft Teams
- Multiple call routing strategies
- Skills based routing
- Create customised skills and easily assign to agents
- Agent barge and whisper
Whether you need to add 5 or 500 Agents to your normal communications requirements, Dimensions Voice has the solution.
No contact centre is complete without the ability to analyse agent performance and customer communications.
Using a combination of both real-time and historical data your business can always be one step ahead. Predicting high traffic times to ensure staff are available, reduces the number of lost and unreturned lost calls to your business.
Data always wins when it comes to making important business decisions, our call reporting licensing provides your business with access to analyse all call traffic, breaking it down into multiple report templates, including Caller ID, Extension, Hunt Group, and much more.Find out more
Clearly displaying performance data for all agents to see can be invaluable.
Live wallboards are completely customisable with system, group, or user statistics – each individually filterable to show exactly the data required. Show progress against targets to drive performance or use alarms to help identify potential service-affecting situations.