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Agent is an agent-specific application for call centers wanting to optimize their CTI capabilities.
Agent automates all stages of an agent's
telephone activity - answering and managing calls, logging into splits or
skill groups, receiving collected digits and user-to-user information.
Agent enables cost-effective integration of CTI with existing database,
customer management and agent applications.
The Agent callbar occupies minimal desktop space. Telephony
activity is managed via computer keyboard or mouse, and it includes the ability
to access customer information stored within Agent phonebooks.
Dynamic call controls present the agent with only the available options
for a given call, minimizing error rates and training requirements.
The Agent callbar acts as an out-of-process ActiveX server, allowing
other applications (such as Microsoft Access, Excel, Outlook and Visual
Basic) to take advantage of the Agent telephony interface.
Agent also incorporates Microsoft’s premier applications programmability
technology, Visual Basic for Applications. This allows the rapid customizing of
Agent and integration with existing data.
Agent is available in English, Chinese (Simplified), Chinese (Traditional), French,
German, Italian, Korean, Japanese, Portuguese (Brazilian), Russian, Spanish
(Castilian) and Spanish (Colombian). In addition, the application's custom language control allows
developers to change existing strings to suit local dialects or entirely new
languages.
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