Analyze data on the fly to make real-time adjustments in personnel and resources; assign custom data to identify and track incoming calls to measure effectiveness of advertising campaigns and to prioritize callers.
Mobility for Agents
Extend same call center features and functionality of inside agents to mobile employees on their iOS and Android devices at no extra cost.
Point & Click Interface
Simple, intuitive menu-based interface to quickly control all routing functions by choosing or assigning queue-specific agent statuses like "On Break" and "Available for Queue Calls Only.
Unique On-hold Options
Improve the call experience, reduce wait times and better manage peak call loads by giving callers options to stop holding and leave a call-back number, or transfer to an operator, auto attendant or different queue.
At-a-Glance Queue Monitoring
Track agent activity, listen to recorded calls, and monitor and improve queue performance with real-time statistics including number of calls waiting, available agents, number of calls sent to voice mail or abandoned, and average and longest hold times.
Oversee agents in live or silent mode to provide training and enhance customer service in real time.
Simple Per-agent Licensing
Reduce costs; no additional hardware needed.
Quick Queue Control
Easily create and manage all aspects of your contact center queues from a single unified interface for simplified administration.
Customer Case Study: Dunn Tire
With its hosted system, Dunn struggled to establish a call center. Wave IP's powerful Contact Center application made it simple, with intelligent call routing to automatically deliver calls to the appropriate Dunn agent or associate, regardless of their location.