Contact Center OnDemand

Delta On-Call provides a complete range of call handling resources as an on-demand call distribution and management system for agent seats ranging from under 10 to over 10,000. An exceptionally robust telephony and IP infrastructure combined with intelligent call and message routing to distributed contact centers or home-based agents delivers flexibility to dynamically react to any call pattern without capital investment. 

A web-based soft-phone and agent desktop mean that a standard pc-based environment without proprietary software is all that is required for remote agents. Rich management features make it easy for supervisors to create agent pools and queue groups, configure intelligent call routing, identify issues in real time, and observe agents at anytime.

Delta On-Call’s on-demand architecture integrates voice recognition, SMS messaging, call recording, and agent screen recording for a complete range of OnDemand customer contact resources. 

Features include:

•  Multi-Channel & Multi-Protocol – Inbound calls via TDM or IP as well as SMS, email and TDD (hearing impaired) messaging are supported.
• Call Profiling & Distribution– Intelligently distributes calls and messages based on skills or other rules.
• Queue Management – Manages queues for calls with real-time graphical reporting.
• Web-based Agent Desktop – Soft phone features along with call and message distribution and reporting are based on standard web-browser resources.
• CRM Integration – Integrates with a number of popular CRM systems including Salesforce.com and Microsoft Dynamics.
• Supervisor Support – Real-time observation along with reporting features allows supervisors to immediately react within individual calls as well as compile statistics from an entire population of agents.
• Reporting – A wide range of real-time and historical reporting features allow managers and supervisors to instantly react or analyze performance across agent pools or by individual agents.
• Call and Screen Recording – Tools enable some or all calls and agent screens to be recorded for customer care analysis and agent training.