Agent skill profiles are used to route calls to an agent depending on that agent’s specific skill set, allowing specific language- or product-trained agents to handle customers efficiently. In addition, calls can be biased to go to higher quality agents first, with up to six quality levels.

Available at any telephone, anywhere, remote monitoring of agent calls and customer calls are used for agent training and scoring.

Remote barge in allows a supervisor or trainer to help an agent or to take over a call when needed. A phone and a computer with an Internet connection are all that are needed to utilize this feature.

Call recording is used for verification of conversations between the agent and the caller; often it is used for additional training or dispute resolution.

Preview dialing is an option that allows an agent to extract a select list of leads, and control the system. The agent picks one lead at a time, has all the lead information on the screen and initiates the call.

Manual dialing is an option that allows an agent to use the system to place an outbound call while logged into the system. This allows outbound calls to be tracked in the disposition reporting.

Comprehensive reporting allows administrators to run their businesses and campaigns effectively. The system has a large suite of reports from call data to agent and call dispositions.

Web-based administration allows an administrator to make changes and additions to agents, gates, audio, utilities, list management and call handling in real time from any computer with an Internet connection. All functions are available on a computer with the latest Macromedia “Flash” player.

Real time agent statistics allow an administrator or supervisor to view agents, calls and telemetry in real time from any computer connected to the Internet with a Macromedia “Flash” player. This enables the administrator or supervisor to view and manage the entire call center agent enterprise.

Web-based system controls make it simple and convenient for agents, supervisors and administrators to log on from any location with an Internet connection and handle calls, make system changes and monitor and listen to audio.

Options such as call priorities, messaging and queue events are handled by the specific gate (campaign). This allows an administrator to maintain multiple gates, each with separate and unique events that may be handled by the same agent group.

Calls may be deflected to messaging, IVR or other locations based on specific thresholds set by an administrator, such as “No Agents Logged In”, “Gate Closed”, “Maximum Calls in Queue”, “Special ANI List” as well as after a predetermined hold time.

Data integration allows for customized XML and SOAP applications to present real time data or events to an agent, supervisor or administrator, or 3rd party data integrator.

The scripting engine allows an administrator or supervisor to adjust scripting in real time, add questions, check boxes, radio buttons and dialogue boxes so agents may capture and report on any call event.

Reverse matching allows the system to present and capture a variety of data from the calling party from name, address, city, state and zip to demographic data relating to the caller.

Allow the agent to transfer the call to a third number and hang up or stay on the line in conference mode then hang up.

The system has the flexibility to post to a URL in order to present specific scripting based on the many variables, incoming telephone number, caller ID, Agent ID and more to an agent.

Carrier agnostic calls can be delivered via regular TDM or VoIP to either an agent desk phone or softphone.

Inbound calls can be routed based on the called number; calls can be treated with different routing parameters such as language, skill, self-service IVR, unique messaging and destinations.

Loading lists for outbound and predictive dialing is flexible and easy to manage. Lists can be loaded in a variety of formats from *.csv to *.xls, and data fields are easily selected and reformatted.

PhoneFusion Intelegen IVR provides for advanced routing and is customizable to handle any application, from reverse name and address match to sophisticated call routing. PhoneFusion Intelegen IVR may be fully integrated into the call flows.

PhoneFusion Intelegen local numbers allow you to present a local presence to your customers in a specific calling area. Companies that are located in another state or in another country who wish to have a local presence in more than one market can manage these local markets through the PhoneFusion Intelegen system.

Local numbers are treated by the PhoneFusion Intelegen VACD just like toll-free numbers and are managed through the PhoneFusion Intelegen administration interface. The system can support an unlimited combination of toll-free and local numbers.

PhoneFusion Intelegen provides for integration with your database and CRM tools and is capable of posting to a URL allowing your own scripting to be displayed to the agents.