For Console Operators

Your operator is often the first point of contact that a caller has with your organization – leaving a lasting impression of your business. But operators face a unique set of communications challenges. They are expected to efficiently handle a large volume of calls that range from time-consuming routine inquiries through to urgent high value transactions.

ZCC gives your operator superior call handling abilities – ensuring that every caller’s first impression of your organization is a positive one.

Process calls faster and more efficiently:

• Operators can see how many calls are waiting and who the callers are
• Calls can go to backup operators based on call wait time and priority
• Operators can log on from any PC anywhere in the organization
• ‘Point and click’ telephony functionality speeds up call processing
• ‘Drag and drop’ recognized calls to extensions without having to answer them

More personalized service:

• Operators can prioritize waiting calls based on caller ID or number dialed
• Screenpops allow operators to view caller details before answering
• Presence keeps operators informed on staff whereabouts, availability and expected time of return

Optimize your service:

• Customized announcements can be played to callers on hold
• Change call forward settings and voice messaging greetings for users from the console
• Centralized control allows operators to efficiently distribute fax and voice messages to individual staff for follow up
• Operators can transfer callers or record messages to a user’s mailbox even when the user’s extension is not forwarded to Voice Messaging
• Operators can send and receive faxes from their desktop
• Full performance and load reporting for measuring service quality