Products

PBX

Configurator Icon Configurator

Configurator is a web-based tool for setting up and maintaining an Asterisk® PBX. This simple, comprehensive interface eases initial set up and ongoing maintenance associated with an enterprise’s telephone system. Configurator can be used as a stand-alone application or as part of the Insight Call Center Suite...

Features...

  • Creation of users, devices, extensions, call groups, conference bridges on the PBX
  • Configuration and management of Polycom and Yeahlink phone directly from the interface.
  • Creation of call queues and features such as ring strategy, recording strategy, music on hold
  • Definition of screen pops to assist agents in fielding calls
  • Assignment of agents and supervisors to queues
  • Weighting among queues and weighting of agents within queues
  • Sound file upload and management for music on hold and call prompts
  • Graphical IVR builder for pre and post-queue call interaction, including support for speech recognition, text to speech, and multilingual IVRs 

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Call Centers

Insight Call Center Suite

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. In addition to Configurator, Insight Call Center Suite includes:

Insight Queue Viewer Icon Insight Queue Viewer

Insight Queue Viewer gives queue supervisors a live interactive view of all supervised queues... 

Features...

  • Display of agent status per queue (available, on call, paused)
  • Display real time call status for active and waiting calls
  • Monitor active and waiting calls with Listen, Whisper, Barge, 3-way, Triage, Redirect, and Grab functionality
  • Pause and un-pause agents
  • On-demand call recording
  • Flexible data presentation 

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Assist Access Agent Icon Access Agent Client

Access Agent Client gives queue memebers a interface to both present information about calls and enable easy actions for handling phone calls...

Features...

  • Display of queue name, caller ID, caller name from carrier, and pre-queue IVR information
  • Screen pop of web-based information on ring
  • On-demand call recording
  • User defined Agent pause reasons
  • User definable post call dispositions
  • Call handling for transfers and termination 

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Reporter Icon Reporter

Reporter generates reports about nearly any aspect of queues, agents, or queue supervisors. With multiple views and sorting options reports can be generated for any date range that call records are available for... 

Features...

  • Presentation of data in summary form that is easily expanded to individual call detail
  • Integration with 3rd party CRM systems.
  • Reports available in data and chart formats
  • Reports may be exported to CSV or Excel formats
  • Reports may be automatically generated and sent via email at user defined intervals 

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Invision Call Board Manager Icon Invision

Invision CallBoard Manager is a real time wall board application for call center rooms.  As a complementary product to the Insight Suite, Invision is designed to provide a quick overview of current call center activity to apprise agents of necessary call center statistics.  Invision is typically displayed on one or more large wall-mounted monitors or screens...

Features...

  • 7 different customizable reports
  • Integration with Insight Call Center Suite

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Dialers

Omegadial Icon OmegaDial

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...

Features...

  • Web-based interface for campaign set up, scheduling, and activation
  • Accurate Answering Machine Detection
  • Dialer throttling based on campaign assignment, active call transfers per campaign, or agent availability
  • Near real time display of campaign statistics
  • Reports for campaign results including poll results
  • Support for T1/E1 and SIP connectivity
  • Scalable from 5 to 2,000 simultaneous calls
  • Graphical IVR builder to define call flows

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Caller ID Select Icon CIDSelect

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...

Features...

  • Manually input customer purchased DIDs to be used when setting Caller ID on outbound call
  • Import DIDs from csv formatted files
  • Map DIDs to be used for specific NPA or NPA-NXX
  • Caller ID selection from available NPA or NPA-NXX to DID mapping based on random selection, least used, and other desired strategies
  • Tracking of DID usage
  • Management reports for call details, DID utilization/rejection, and blocked call details

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