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SIPware™ Operator
Assistance
SIPware Operator Assistance allows service providers
to add a feature-rich, Web-integrated operator assistance
capability at an affordable price. This feature provides
priority queuing and a real-time screen pop and queue
monitoring for operators.
SIPware Operator Assistance advantages include:
Multiple
Initiation Options — Operator Assistance
can be initiated in three ways:
| • |
The
participant makes a request from a conference (e.g.,
by pressing "0"). |
| • |
The
product offering is configured to send the participant
directly to a customer service
representative (CSR) upon dialing in. This is easily
configured through the Applications
Configuration Environment (ACE). |
| • |
The
participant exceeds the maximum allowable passcode
validation attempts. |
Multiple
Service Provider Support — CSRs can support
multiple service providers, giving the platform owner
the ability to create call centers with CSRs assigned
to different service providers.
Optimal CSR Matching — The Operator Assistance module is designed to facilitate optimal matching of CSRs and participants-by languages, skills, groups, and service providers.
Supervisor Privileges — CSRs with supervisor privileges can monitor the real-time status of queues concerning the status of CSRs, supervisors, assignments, and requests.
Route Reason Display — When a request is sent to a CSR, the CSR's screen pop indicates the reason that the participant was routed to the CSR.
User-Friendly Configuration — Platform owners can adjust settings for the customer service application and add CSRs through the Web-based Application Configuration Environment (ACE).
Download
the SIPware Operator Assistance data sheet
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