| Enterprise Phipe Features List |
| Agent Features |
| Preview Dialing |
Complete Inbound and Outbound contact center solutions. |
| Call details on screen |
Agents can view real-time screen pop-ups outlining your customer details for both inbound/outbound calls. |
| Comprehensive CRM |
Customer Relationship Management includes customer look-ups and extensive customer records. |
| Agent "tree" Scripting |
Agents can view HTML-based scripts customized for each calling campaign with built in rebuttal/rephrase options. |
| Transfer / Warm Transfer |
Agents can transfer calls to other agents, any third party telephone or to a group of agents. This can be used for hot, warm, and cold transfers. |
| Call conferencing |
Agents can conference up to 6 parties simultaneously. |
| Call recording |
Automatic digital recording can be downloaded on a real-time basis; playable on any player that supports wave and mp3 files. |
| Remote agent |
Agents can log in from any internet connection, anywhere in the world. |
| Call back scheduling |
Agents can schedule callbacks via a pop-up calendar which will remind them of calls they have scheduled, along with comments about the call that are linked to CRM information. |
| Session history archive |
Agents can view the details of every call they have received. |
| Summary screen |
Agents can view call summary details (including callbacks). |
| Supervisor Features |
| Agent monitoring |
Monitor all agent activity from any internet connection. |
| Agent statistics |
Supervisors can monitor contact center statistics from any internet connection. |
| Real-time campaign Statistics |
View all campaign details in real-time. |
| Reporting |
Supervisors can use templates to customize their own reports. |
| Real-time Call monitor |
Monitor every station connection in the supervisors domain |
| Administrator Features |
| Inbound Automatic Call Distribution
|
ACD includes skills-based routing, unlimited call queuing, custom on-hold music and voice mail. |
| True blended agents |
Agents can be configured to participate in both inbound and outbound campaigns in a totally blended environment. |
| Real-time campaign manipulation |
Change the properties of a campaign during operation. |
| CRM table configuration |
Change the fields in a list table or CRM table anytime via administrative user interface. |
| Unique call dispositions |
Custom call results or dispositions to agents are specific to each calling campaign. |
| Unlimited campaign creation |
Create and run an unlimited number of both inbound and outbound call campaigns. |
| Multiple campaigns per agent |
Agents can receive calls from unlimited campaigns. |
| Easy list management |
Upload your dialing lists in CSV format to Phipe servers with user-friendly wizards. |
| Reporting |
Using templates, customize your own reports on any event within the application. |
