This document is a technical solution description of the tool providing brief details on the product features and architecture with all necessary solution prerequisites

Introduction

It further offers the following modules for CCX and CCE:

• Team Administration and Available only for the CCX supervisors and administrators. Allows supervisors to agents, manage queues, scripts and applications.

• Announcements and calendars: Available for both CCX and CCE supervisors and administrators. Allows supervisors and admins to create call center calendars and IVR announcements

• KPIs and Switches: Available for both CCX and CCE supervisors and administrators. Allows supervisors and admins to create service KPIs and switches 

• Caller Lists: Available for both CCX and CCE supervisors and administrators. Allows supervisors and admins to create caller lists and add callers in them to provide custom call treatment based on the list to which a caller belongs

Business Features

Solution Architecture

Deployment Models

Solution Security

Solution Prerequisites