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Product Catalog: Workforce Optimization Solutions: Contact Center Suite

Contact Center Suite

Inter-Tel Contact Center Suite is a collection of modular computer telephony (CT) software applications that help you optimize call center performance and provide stellar customer service. Whether you have a department workgroup with extensions or a call center with agents, at a single or multiple locations, Contact Center Suite offers a wide range of customer relationship tools suitable for any organization, including:

  • Historical reporting functionality
  • Real-time statistical monitoring
  • Intelligent call routing
  • Supervisory call control
  • Agent task automation
  • Media Blending 
  • Customer information screen pops
  • Automatic report publishing capabilities
  • And much more


From server software and management tools to desktop statistical monitoring and agent task automation, these applications will help expedite and improve your call center's handling capabilities.

Infrastructure
Inter-Tel offers a robust Contact Center Suite foundation on which you can add productivity management tools, agent and workgroup applications and peripheral solutions. The foundation supports both single- and multi-node configurations and provides flexible routing capabilities to meet all your organization's needs.

  • Server Software - The core of Contact Center Suite
  • Intelligent Router - Create routing rules to ensure calls are handled by the best resource

Management Tools
Empower your managers with a suite of reporting tools to assist in call center supervision, increasing employee productivity and facilitating exceptional customer service. With Inter-Tel's Management Tools, call center managers are privy to key statistics on agent productivity and cradle-to-grave call activity. Managers can access real-time and historical reports for inbound and outbound call traffic, generate customized reports, access management tools via a Web browser, monitor agent activity and availability, control incoming calls and much more. Inter-Tel offers several management reporting packages-the choice is yours:

  • Reporter Basic - Historical reporting for inbound and outbound call traffic
  • Reporter - Real-time management tool for extension-based call centers
  • Reporter Pro - Real-time management tool for agent-based call centers
  • Auto Reporter - Automate reporting beyond the desktop

Agent & Workgroup Tools
Contact Center Suite's agent and workgroup software applications equip employees with tools to aid in increasing productivity and delivering consistent customer service. Agents can make calls, place calls on hold and add additional parties into conferences from their PCs. Additionally, with real-time call center performance and statistic visibility, agents can have the valuable insight they need into what is happening in their department. Visual and audible alarms plus colorful tiles with up to 140 different performance statistics will increase your staff motivation to assure peak performance levels. Inter-Teloffers three agent and workgroup applications that can be applied based on your organization's needs:

  • CallViewer - Automatically pops customer data onto agents' screens, providing the vital information needed to process calls quickly and provide personalized service
  • StationViewer - Helps workgroup members maintain awareness of fellow group members' status and availability
  • RealViewer - Provides insight into agent and workgroup performance

Business Solutions
Inter-Tel's Business Solutions combine Management Tools plus Agent and Workgroup Tools to provide your organization with a basic foundation. 

        Do you manage agents and require 24/7 coverage to answer calls?
        Do you manage a team of employees who respond to internal company issues?
        Do you need insight to control basic telephony costs?

Whether you require historical reports to explore call traffic patterns or tools to manage call volumes and measure employee performance, Business Electronics, Inc. and Inter-Tel have a solution to suit your needs.

  • Traffic Management Solution - Provides insight into your business's operations and costs, including call traffic patterns, employee call use, marketing campaign results and more
  • Workgroup Productivity Solution - Manages call volumes, measures current employee performance levels and identifies improvement areas for team responsiveness and caller satisfaction
  • Agent Call Center Solution - Includes the tools necessary to make the best use of agent resources and effectively manage real-time call center operations
  • Call Center Peripheral Solutions
  • Call recording and logging, plus other management and productivity solutions.