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HEAT Voice Features
IP-based solution - Leverage your existing infrastructure to reduce your overall cost of ownership.
Real-time and historical reporting - View real-time data and tap into 40 pre-built historical reports through an easy-to-use graphical dashboard.
Agent dashboard - Drive higher volumes of calls per agent by making it easier to deploy, support, and change in any environment.
Advanced skills based routing - Improve customer satisfaction by ensuring the appropriate agent handles each call with skill-based and data-directed routing rules.
Virtual agent - Reduce mundane call center duties and increase job satisfaction by automating tasks, while still giving customers the option to talk to a valued staff member at any time.
Web-based application builder - Change the messaging to your customers or change call routing options with this easy-to-use GUI application.
Integration with business applications - Seamlessly integrate IPCC with front- and back-end applications such as GoldMine® and HEAT® as well as other CRM, service management, and ERP
systems.
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