ANPI has announced the VIP Call Center, an addition to its ANPI VIP Hosted UC solution, designed for small to medium-sized businesses.
ANPI VIP Call Center, available via channel partners, distributes and routes calls to the most appropriate agent, based on selected attributes and designed for each call queue. Call-center supervisors can also manage agents and key performance indicators (KPIs) with real-time monitoring and on-demand reports.
“The delivery of ANPI VIP Call Center is evidence of our commitment to provide difference-making cloud based unified communications solutions to our customers,” said Pat Herron, vice president of product management. “At the core is an award-winning Customer Administration Portal that gives businesses powerful, but simple ways to improve their operations and the effectiveness of their communications.”
There are three licenses available with the ANPI VIP Call Center: Call Center User, Call Center Agent Client (a Web-based client that provides agents additional call management tools) and Call Center Supervisor Client (a Web-based client that supports management of agent queues, call monitoring and the ability to prioritize or redirect calls). Agents can see all call-handling functions, while supervisors can monitor call center thresholds and KPIs in real time.
