• Uses point-and-click interface to create agent scripts .
• Places management tools at the fingertips of supervisors .
• Reduces training time and helps agents become productive faster .
• Alerts supervisors of performance problems needing immediate attention.
• Incorporates agent monitoring, coaching, text (chat) messages and digital calls recording with graphical real-time productivity reporting.
• Balances inbound and outbound calls, with Blended Inbound/Outbound Solution, placing priority where needed, maximizing agent efficiency.
• Equally important to an excellent product is Xtreme Networks' relentless passion and dedication to providing exceptional customer support.

The Xtreme Networks Integrated CT Server gives small to mid-size call centers the call center automation features previously available to only the largest call centers. These include the following:

• Seamless Predictive Dialing or sequential Preview or Power Dialing increases agent productivity up to 400% over manual dialing by allowing agents to speak with live contacts virtually continuously.
• Enhanced IVR (Interactive Voice Response) Integration (Inbound and Outbound) lets contacts navigate easily to find the exact information they need.
• Intelligent Call Routing (Business rules for routing of Inbound Calls using DNIS, ANI and DTMF) routes calls to agents most skilled at meeting a particular need, greatly increasing customer satisfaction.
• ACD (Automatic Call Distribution) maintains inbound queues after Intelligent Routing has directed the calls to the right group of agents.
• Dynamic Call Blending passes both inbound and outbound calls to the next available agent practically eliminating periods of agent inactivity.
• Intelligent Call Answering (Screen-Pop) directs the call and caller record show up on the agent screen for faster and better customer service
• Call Transfer allows agents to easily transfer calls and the screen pop to any other agent logged onto the system, to any IVR script or campaign, or to any other third party number for confirmation.
• Call and Agent Reporting provides real-time reports by agent and/or campaign using industry standard Crystal Reports so you can make adjustments and enhancements as you go.
• Call Recording, Monitoring, Coaching and Conferencing and Text Messaging lets you know what’s happening in real time and records and archives efficiently for future use and training.
• PC Based Telephony puts your phone functions right on the computer screen allowing for greatest flexibility.
• Flexible Agent Scripting contains a built-in browser application to allow easy data collection right in the agent scripts through the use of HTML and ASP and allows changes to the scripts as needed.
• Multiple Simultaneous Campaigns means you can run several outbound and/or inbound campaigns together to maximize the strengths of your agents and optimize your line usage.
• Database Integration allows you to use your existing ODBC database and all of its information.
• Agent Features provide all of the telephony and contact management features of the system.
• Supervisor Features control the activities of the agents and the Xtreme Networks telephony system. For example, the Supervisor Station enables/disables lists and campaigns, controls dialer pacing, provides daily statistics and produces real-time reports. Supervisors have control over campaign configuration as well as complete campaign management, agent monitoring, coaching and recording.
• Administrator Features provide the ability to set up agent logins and security rights, campaign management, dial file management, off-line reporting, and more.
• Graphical, Highly Visual Interface using state-of-the-art, drop and drag tools provided by Visual Basic
• Modifiable on-hold music or message is an option of the system.
• Voice Messaging can be added to the system.

Balances inbound and outbound calls, with Blended Inbound/Outbound Solution, placing priority where needed, maximizing agent efficiency.

Equally important to an excellent product is Xtreme Networks' relentless passion and dedication to providing exceptional customer support.