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.

Simple desktop integration:

Simple integration with desktop software or browser based applications using Send-Keys, DDE, parameterised executable, HTML, OCX or ‘crafted’ URL.

Rules based logic:

Enables integration to multiple desktop clients by using data presented by PCAgent or received from the AES to determine which client to activate.

Soft Buttons:

Repetitive and time consuming agent key stokes tasks can be automated using pre-programmed soft buttons.

PAB Skill Management:

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

CM Voice & Data Transfer:

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

TTS Answer Machine Messages:

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

User Configurable:

The configuration is stored in an editable configuration file that can be easily changed and maintained by the customer

Call Time Indicator:

On screen call time indicator for Agents to monitor their current call duration

Blend Skill Manager :

Enables the Predictive Agent Blend outbound acquire skill to only be assigned to the agent. Desktop Connect automatically assigns the agent skill when the agent starts PCAgent and removes the skill on exit; eliminating time consuming maintenance of agent skills through CMS.

Contact Manager :

Provides outbound IVR, SMS and Email messages to be sent. A Desktop Connect soft button is used to initiate the message.

Interactive Virtual Agent :

Adds Voice Portal (IVR) virtual agents to Proactive Contact. Desktop Connect provides the automatic screen pop for ‘Right party connect’ calls that are transferred to inbound agents on Proactive Contact or Communication Manager.

Intelligent Call Routing :

Routes calls based on the customer and priority set within the CRM or business process. Desktop Connect provides an automatic screenpop of the customer account within contact centre agent’s CRM application.

Call Back Manager :

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

DevExpress(VP) -Customer Account :

Pre-built Voice Portal script used to identify the customer account and transfer the call. Desktop Connect provides an automatic screen pop of the customer account within contact centre agent’s CRM application.

DevExpress(VP) -Call Completion :

Pre-built Voice Portal script used to complete the call with any standard customer messages. Desktop Connect transfers the call to the script with the customer ID for the call to be completed with a generic or personalised text to speech (TTS) message.

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 PC Agent version 3 or above (Outbound) • Avaya TSAPI Client version 4 or above (Inbound)

Avaya products:

Proactive Contact version 3 or above

AES version 4.2 or above

Communication Manager version 4 or above

Avaya Licences:

1 Basic TSAPI license for each agent