NETsystems Communications Products:
AltiGen Call Centers

AltiGen offers a complete, powerful call center solution with seamless integration to our VoIP phone system. At the heart of AltiGen’s Voice over IP call center system is a powerful, software-based Automatic Call Distribution (ACD) engine. The AltiGen ACD offers simple to sophisticated call routing options, complete supervisor capabilities and real time agent and call statistics. Optional, integrated products include Call Recording and end-to-end reporting. With AltiGen’s modular, 100% software approach you only need to license the features and number of users you need now, yet have a system that will grow as your business grows.

AltiGen call center solutions have been deployed by thousands of businesses worldwide in both departmental and standalone environments. Typical customer deployments include Customer Service Centers, Technical Support, Sales and Marketing, Outbound Telemarketing, Collections, and many more. With AltiGen, businesses large or small, single or distributed locations, benefit from enhanced customer service, higher employee productivity, and improved management and control.

AltiGen Call Centers: Call Recording
AltiGen's Call Recording options provide a powerful tool for accurately capturing voice conversations. Call Recording can be configured to record call center agent and regular extension calls and store them in centralized locations or end user voicemail boxes.

Benefits of Call Recording include:
- Evaluating the performance of individual agents and employees
- Training team members by example
- Call Center Quality Monitoring
- Protection against litigation such as confirmation of verbal contracts

AltiGen Call Centers: Workgroups and Agents
AltiAgent is a Windows client (desktop) application designed to improve the agent performance in a workgroup, Contact Center or Call Center environment. AltiGen Communications offers a specialized interface for the workgroup members or agents called AltiAgent. Agents can view the queue, monitor workgroup status, measure their own performance, and review their log-on history. AltiView's call monitoring feature gives you the ability to view the status of any workgroup or extension.

AltiGen Call Centers: Call Monitoring
With AltiGen's supervisor software, managers can monitor live calls and gain a real time view of calls in queue. Current and historical statistics are also in the control of the manager.

If enabled, the supervisor has the ability to listen to live calls as well as join a call if assistance is needed. If call monitoring the workgroup call queue, the manager has the ability to pull a call from queue and reroute if necessary. Agent state, agent statistics, group statistics and a live view of the call queue are easily managed.

AltiGen Call Centers: Advanced Call Routing & Call Distribution
For a customer, the ideal experience is reaching the right person who can help them as quickly and easily as possible. The AltiGen system allows employees to be grouped by skill to receive calls, and can recognize and route calls based on who is available to receive them.

While this capability is very advanced, the complexity is completely hidden from customers calling in, and the employees using the system. It allows your company to significantly reduce transaction times, increase transaction volumes and increase revenues associated with customer calls.

Calls Can be Automatically Routed Based Upon:

• Caller ID- Can route based on partial or complete caller ID.
• DNIS (Dialed Number Identification Service) Use unique direct dial numbers to identify and route calls.
• Digit Collection - Caller can be prompted to enter numbers, which are then collected and used for routing the call.
• Schedule - Routes calls differently based on time of day.
• IVR/Auto Attendant Selection AltiGen includes unlimited levels to allow a caller to select information and be routed accordingly.

AltiReport is a web-based reporting application that can generate up to 40 detailed CDR reports, including personalized reports according to agent, workgroup, and DNIS. A report summary and analysis is also available for each report.