Inbound Softphone:

Full inbound call control is provided by the toolbar embedded into the third party application using .NET or Java, as a frame within an internet browser or as standalone application.p>

Proactive Contact Client:

Fully functional Proactive Contact client replacing PCAgent with a client that is easy to integrate with any Microsoft Windows application.p>

Out-of-the-Box screen pop:

Native integration with PCAgent and AES allowing data from any field to be used to screen pop a windows or browser based client application.p>

Simple desktop integration:

Simple integration with desktop software or browser based pplications using Send-Keys, DDE, parameterised executable, .NET or ‘crafted’ URL.p>

PAB Skill Management:

When used with Geomant’s Blend Skill Manager, the agent acquire skill is automatically assigned when the agent is logged into PCAgent.p>

CM Voice & Data Transfer:

Calls can be transferred with data from outbound Proactive Contact agents to inbound Communication Manager agents p>

TTS Answer Machine Messages:

When used with Geomant’s Interactive Virtual Agent, agents can leave personalised answer machine messages using text to speech.p>

Multi-Lingual:

Multi-Language support.p>

Scalable:

Standard AES and Proactive Contact scalability.p>

Blend Skill Manager :

Enables the Predictive Agent Blend acquire skill to be assigned to agents. Unified Agent automatically assigns the agent skill when the agent is logged into outbound on APC.

TTS Answer Machine Messaging :

Enables the agent to be released from the outbound call whilst a customer specific answer machine messages to be played using Text to Speech. A Unified Agent soft button is used to initiate the TTS answer machine message.

Contact Manager :

Enables outbound SMS and Email messages to be sent. A Unified Agent button is used to initiate the SMS or email message.

Interactive Virtual Agent :

Enables Avaya Voice Portal (IVR) to be used as virtual agents on APC. Unified Agent provides the automatic screen pop for ‘Right party connect’ calls that are transferred to inbound agents on APC or CM.

Intelligent Call Routing :

Intelligent Call Routing (ICR) enables calls to be routed based on the customer profile and priority set within the CRM or business process. The Unified Agent provides an automatic screenpop of the customer account within contact centre agent’s CRM application.

Call Back Manager :

Enables web call backs, virtual queuing call backs and customer requested call backs to be scheduled and distributed to agents. Unified Agent enables Agents to receive call backs, record the results and re-schedule where required.

DevExpress - Customer ID :

Enables Avaya Voice Portal (IVR) to be used to identify the customer account and transfer the call. The Unified Agent will provides an automatic screen pop of the customer account within contact centre agent’s CRM application.

DevExpress - Call Completion :

Enables Avaya Voice Portal (IVR) to be used to complete the call with any standard customer messages. Unified Agent transfers the call with the customer ID for the call to be completed with a generic or personalised text to speech (TTS) message.

CCI Server

A Dual Core processor • 8-GB of RAM • 80-GB hard disk drive with at least a 7200 rpm rating. • One 100/1000 Base-T Ethernet controller that is full duplex • Windows 2003 Standard or Enterprise Editions or • Windows 2008 R2 Standard or Enterprise Editions • Apache Tomcat 6.0.24 web server • Java 1.6.0.10

PC Workstations:

Pentium 2Ghz Processor • 1GB RAM • 100MB hard drive disk space • One 100/1000 Base-T Ethernet controller that is full duplex • Microsoft Windows 2000,XP, Vista or Windows 7 - 32bit or 64bit • .NET Framework 2.0

Avaya Products:

Communication Manager Version 4 or above

AES version 4.2 or above (Inbound)

Proactive Contact version 4 or above (Outbound)

Avaya Licences:

1 Proactive Contact Agent license for each agent

1 Basic TSAPI license for each agent