Insight Call Center Suite is an Automatic Call Distributor (ACD) application to support call center operations. Insight supports local and remote agents, agent registration to one or many call queues, various call routing strategies, skills based call routing, queue prioritization, and call escalation strategies. Interactive voice response (IVR) may be configured to collect additional information to assist agents in efficiently fielding calls.
OmegaDial is an automated dialing solution. OmegaDial is optimized for broadcast messaging, polling, and telemarketing efforts. It is in production as automated messaging systems, integrated with various PBX vendors to support call center operations, and embedded in custom applications requiring high volume dialing capacity.
CID-Select (Caller ID Select) is an application that enhances outbound dialing from any PBX to allow Caller ID to be set based on the area code (NPA) or area code and exchange (NXX) being dialed. For customers dialing multiple area codes this application can increase the likelihood of calls being answered by having caller ID display a number within or close to the area.
Invision is a real time wall board application for call center rooms. As a complimentary product to the Insight suite, Invision is designed to provide a quick overview of current call center activity to apprise agents necessary call center statistics. Invision is typically displayed on one or more large wall-mounted monitors or screens.