Inbound call routing

ARC Solutions from ICP Ltd.

The sophisticated, completely "soft" application is easy to use, and provides a range of functions way beyond those offered by more traditional solutions.

Queuing functionality is available for calls when they first arrive, while Call Connect looks for the best person to deal with the enquiry.

For the agents in the call centre, caller details can be viewed on screen, which enables them to greet callers personally if they are regular customers.

A full range of reporting tools are available to supervisors, who can also make changes to the environment in real time.

Relevant call statistics can be projected onto a large screen or viewed on a plasma screen using the wallboard function. This alerts supervisors when thresholds are broken, and also allows management to react where necessary to make those "on the fly" changes.

Arc Call Connect
Powerful inbound call routing with skills based routing
Arc Voice Connect
Custom in-queue messaging, music on hold and routing
Arc Wallboard
Display agent, call and queue statistics on the big screen
Arc Supervisor
Show live graphs on agents, calls and queues
Arc Web Connect
Web based scripting tool for agents
Arc Desktop Connect
Desktop phone client for general telephony users
Witness Call Recording
Our integration with the leading call recording supplier
Arc Administrator
Control over all aspects of the system from one interface

Inbound call routing

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