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  Call Center Agents
 

Screen Popups like never before!The power of information in the hands of your Agents!

 

OVERVIEW

Comprehensive computer telephony software that includes a robust set of library routines that enable your application programs to communicate with our phone systems. This is accomplished by combining the capabilities of our phone system with the custom funCCAonality of your Windows, Unix or Web applications. CENTIUM CCA is another name given to the industry’s popular term – Screen Pop-up.

The handling of Screen Pop ups using our CENTIUM CCA is just one of the many features included with our software and phone systems.

 
 
What is different about CENTIUM CCA ?

CENTIUM CCA is a unique, and we have developed a totally customizable Screen Pop, which enables the customer for the solution to vendor :

  • Easily configure the CENTIUM CCA to work with any database, as long it supports ODBC at the minimum!
  • Powerfully query from any table, or even from multiple databases with a flexible solution using SQL views!
  • Integrate with any web based Customer Relationship Management software easily, and have the last record of the customer pop – up!
  • Open the customer record from CENTIUM CCA, with a single click of a button!
  • Easily configure the above Database, Table, Query, Server and Agent settings using our CENTIUM Wizard!
CENTIUM CCA - Screen Pop Features
  • CENTIUM CCA Screen Pop as simply the “population” of caller information on a call Agent’s computer screen during the processing of a phone call.
  • CENTIUM CCA Screen Pop can occur while answering an incoming call or during the processing of an outbound phone call.
  • CENTIUM CCA Screen Pop describes the fact that caller information appears to “pop-up” on the Agent’s screen when a call is processed.
 
 
 
How Does CENTIUM CCA— Screen Pop Work ?
Call Center Agents is the integration and coordination between a phone system and a computer that maintains call information and Agent management processes. Since screen pop can occur during the handling of both inbound calls as well as the outbound dialing of phone calls, as status below :-
 
  • Outbound Call Screen Pop - This requires the coordination between the phone dialer and the Agent desktop computer. Outbound calls can be initiated either by the Agent or by the phone system. In either case, information about the call being dialed by the phone system is displayed on the Agent’s window prior to or during the calling process.
  • Inbound Call Screen Pop - Again, coordination is required between the phone and the Agent. When a call is received and the caller’s phone number is obtained by the phone system, this number (ANI or Caller ID) is used by a computer to lookup the caller name and other relevant information that may be stored on the computer.

If Caller ID is not available or the desired method of identification, an IVR (Interactive Voice Response) may be active on the phone system that prompts the caller to enter an ID source such as account number. This in turn is passed to the computer system for lookup and information is displayed on the Agent’s desktop regarding the caller.

Both of these types of screen pop are handled effectivevely by our CENTIUM CCA software and our CCA enabled phone systems.

 
 
CENTIUM CCA Agent/Server Requirements
  • Windows 2000 Professional, Windows XP Professional, Windows Vista.
  • Windows 2000 Server, Windows 2003 Server
  • Intel based 1.5GHz or higher recommended
  • 512MB or more
  • TCP/IP Network Protocol
  • Network Card
  • Internet Explorer 6.0 or higher
  • SQL Server 2005 and above
  • IIS Version and Above
  • 10GB or more Free Disk Space
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