| Feature List Comparison For eQualise |
| Agent Phone (Softphone) |
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Call Controls |
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Dial using PC keypad |
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Answer |
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Hang-up |
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Speed dial |
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Hold |
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Un-hold |
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Conference |
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Consult |
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Transfer |
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ACD Controls |
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Login to ACD |
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Logout of ACD |
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Ready |
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Not ready |
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Wrap-up / After Call Work |
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Status Displays |
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List of missed calls |
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Indication of connection state with server |
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Date / Time |
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Dialed number |
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Caller Line Identification |
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Configurable |
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Minimise the softphone |
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Agents cannot close the softphone unintentionally |
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Phone bar display |
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Integrated with a variety of CRM packages |
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| Soft ACD |
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Queue calls for the call center |
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Provides multiple queues for multiple groups of agents |
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Ability to queue Voice, FAX and Email |
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Inbound calls |
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Call back requests (Predictive/Power dialer) |
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Voicemail |
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Distributes queued items to logged in and ready agents |
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Skills based routing |
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Priority queuing |
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Provides real-time statistical information |
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| IVR |
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Uses Dialogic (Intel) telephony cards |
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Supports Analogue, ISDN, QSIG and SS7 protocol |
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Playing of announcement files |
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Reassurance messages |
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Database lookups |
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XML requests to other systems |
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Dynamic script changes without stopping the system |
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User friendly scripting tool |
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Breakout (transfer) to other numbers |
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Built in auto attendant functionality |
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Built in voicemail functionality |
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E-mail enabled delivery of voicemail files |
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Several call flow controlling variables including: |
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- Called (dialed) number |
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- Time of day |
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- Day of week |
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- Elapsed time in script |
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- Caller input (DTMF) |
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- Database query results |
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- Position in the ACD queue (if used with eQualise ACD) |
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- Expected waiting time in ACD queue |
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- User defined variables |
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| Agent View |
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Real time view of ACD queued status, this includes: |
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- Real time view of ACD agent status |
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- Cumulative daily statistics |
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| Statistics |
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Agent state events with duration and time stamp |
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Logged out of queue |
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Logged into queue |
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Available |
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Unavailable |
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Busy with call |
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After call work |
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Call events with duration, time stamp and end state |
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Direct inbound to agent |
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Direct outbound from agent |
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Inbound to queue |
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Transferred inbound to queue |
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Abandoned in queue |
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Inbound to agent via queue |
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Transferred by agent |
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Inbound to queue with initial queue position |
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Outbound from agent by preview queue |
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| Dialer |
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Dial mode |
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Power dialing |
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Predictive dialing |
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Verification/Preview dialing |
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Fully configurable |
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Multiple concurrent campaigns |
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Power dial factor |
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Maximum simultaneous calls to make |
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Answering- and fax machine detection |
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Rescheduling of unanswered/busy calls |
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Database |
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ODBC compliant database |
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Unlimited contacts |
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Unlimited numbers per contact |
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Status of numbers dialed logged |
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Customizable lead allocation utility |
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