FlexiQ client is a windows application that provides a unified method of accessing and controlling voice and data within your contact centre. An intuitive interface allows your call centre agents to quickly access multiple queues of inbound and outbound calls, be they voice, IM, web, voicemail, email, fax or SMS. FlexiQ can control any form of media to provide a seamless interface to all tasks (data processing and voice).
The Agent's time is critical to any call centre. FlexiQ offers an interface based on both simplicity as well as functionality. Each and every function has been designed to minimise time and effort on behalf of your agents.
FlexiQ can be divided into four main functional areas. Within each functional area, FlexiQ offers a number of modules that can be supplied to suit any call centres needs. Any of the modules, or functional areas, can be customised to the exact specification required by even the most demanding of organisations.
As default, the four main areas are; "Call Centre Overview" (down the left hand side), "Agent History" (along the bottom), "Main Panel" (main window for CRM application) and "Call Controls" (down the right hand side).
The Call Centre Overview is split into three area. These are Agents, Queues and Phonebooks.
Agents or administrators can immediately see the status of other agents with the "agent overview" seen below.
Queue items are displayed by queue in a collapsible tree. Different media types are easily identified with different icons. Media prioritisation is configurable within FlexiQ with Calls set to highest as default. Items can be expanded to view further detail such as time in queue and contact number.
Both Personal and Global phonebooks are displayed with easy to use speed dials (double click) and intuitive right click contact menus.
Each time an agent finishes a call, or other media type, it is listed in the history list. To view the details of any of the items, the agent simply double clicks to view the workflow tab.
The main pane in FlexiQ is to house the application that the agents will be using when dealing with various media. The application can be anything from a standard CRM application to a full blown bespoke system. FlexiQ offers a number of integration options depending on the chosen application.
In the event of an inbound call, basic information is also provided to the agent with the option to accept or reject the call. Administrators can set to force calls on to agents which removes the “accept” / “reject” functionality.
For a full functional specification, or to arrange a demo, please .
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