Workgroup agent software applications equip employees with tools to aid in increasing productivity and delivering consistent customer service. Using powerful call handling functionality, agents can make calls, place calls on hold and add additional parties into conferences from their PCs. Additionally, with real-time performance and call reporting 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 170 different performance statistics, simplify call center management and can increase your staff motivation to assure peak performance levels. Inter-Tel offers two workgroup agent applications that can be deployed based on your organization’s needs.

CallViewer provides agents with screen pops of who is calling, access to customer information from an integrated company database and the ability to control call processes from PCs. CallViewer offers pre-integrated database applications and macro capabilities to interface with proprietary company databases. Your business can automate the laborious and time-consuming task of looking up customer account details and enable your staff to provide personalized service quickly and easily. Agents and employees can also expedite call handling with on-screen call control buttons such as dial, answer, hold and transfer.

The RealViewer application can be used on a team member’s desktop or a department-wide monitor to show real-time performance levels and statistics. Team members view a display of over 170 vital real-time call statistics. Audible and visual alarm indicators alert employees when configurable thresholds are exceeded. By deploying RealViewer in your call center or workgroup, you are certain to see increases in agent motivation plus improved wrap-up times and performance levels.