The Informal Call Center Solution for Next-Generation Workers

AVST.com/TeamQ

The Informal Call Center Solution For Next-Generation Workers

Need a way to manage inbound calls? Yes!

Need a simple, easy and affordable call center solution? Absolutely.

Want visibility into your customers’ needs before speaking with them? You bet.

Need reporting that tracks agent activity? Certainly.

Is a positive customer experience important to you? Of course!

The Informal Call Center Solution for Next-Generation Workers

AVST.com/TeamQ

Essential Features – Affordable PriceTeamQ delivers high ROI by giving teams access to vital call center features − at a fraction of the price of other call center solutions. Features include: Uniform Call Distribution (UCD), Automatic Call Distribution (ACD), Agent Desktop Control with Informative Screen Pops, Supervisor Interface, Reporting and more. Also, there’s no ACD or CTI connection required on your telephone system. Simply stated, it’s a cost-effective call center solution that will make your teams even better.

Welcome to the TeamDo you have teams fielding calls, solving problems, juggling multiple service requests? They could be IT help desks, technical support groups, sales support, service departments, hospital administrators, university staff, to name a few. Sounds like it’s time for TeamQ™ – your informal call center solution that facilitates collaboration among workgroups.

Teams Just Got MobileAre your agents in different locations? It’s okay. When you’ve got multiple offices or remote workers, they can simply login from any Windows desktop client to view the TeamQ dashboard; calls can be delivered to any device including desk phones, mobile, and softphones. TeamQ supports up to 250 agents, even if they are not sitting next to each other. Your call center has just gone mobile.

Take Charge – Work SmarterQuality customer service is imperative in today’s competitive environment. The time is now to take charge and work smarter. TeamQ empowers your team to prioritize workflows, make time management decisions and answer customer calls with confidence and control. With the TeamQ dashboard, agents can view all the calls in the queue, decide which call to pull first, indicate when they are done, reserve a call, redirect a call and decide when they are ready to take their next call. Your team works smarter!

The Informal Call Center Solution for Next-Generation Workers

AVST.com/TeamQ

TeamQ Knows Your CustomersThe light on the phone is blinking, customers are holding … and your team has no idea what they want. With TeamQ your team will know – before they answer the call. TeamQ collects data from customers upfront and has the ability to pull information from CRM systems to enhance identification. Using TeamQ, agents are more prepared to deliver optimal customer service.

TeamQ also keeps customers informed. Customers get access to their position in the queue – wait times, call backs, and more.

Works with Your PBXYou may ask: “What about my PBX?” We thought of that too. TeamQ supports all major PBXs, whether TDM or IP. Alcatel-Lucent®, Avaya®, Broadsoft®, Cisco®, Genband™, Microsoft®, Mitel®, NEC®, ShoreTel®, Unify − you name it, we’ve got you covered.

This is Going to Be EasyAre you afraid of a difficult installation and a long, drawn-out implementation? Not to worry. TeamQ is a simple, easy add-on to your AVST CX-E or CX-S platform.

“Contact center solutions with big features come with big prices and are typically more than these new generation of workers need. TeamQ brings top notch features economically priced.” Blair Pleasant, President & Principal Analyst of COMMfusion LLC and a co-founder of UCStrategies.com

The Informal Call Center Solution for Next-Generation Workers

AVST.com/TeamQ

Applied Voice & Speech Technologies, Inc.27042 Towne Centre Drive, Suite 200 • Foothill Ranch, California 92610-2810 Phone: (949) 699-2300 Toll free: (866) 368-0400 Fax: (949) 699-2301Website: www.avst.com Email: info@avst.com

© 2015 Applied Voice & Speech Technologies, Inc. (AVST). No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, adapted, or translated into any language in any form by any means without the written permission of AVST. Trademarks, service marks, products names, company names or logos of AVST are protected by trademark and other laws of the United States, as well as international conventions and the laws of other countries. Other such properties that are not owned by AVST may not be used without the express permission from their owners. January 2015.

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Features and Specifications

Agent Features:

• Control workflow and full view of call activity:Decide which calls to pull firstIndicate when available to take next callReserve a call in the queueRedirect a call

• See the status of other agents on the team• Flexibility to answer calls in a way that fits your business process:

Receive the next call in the queue automatically (push)Select specific calls to answer from the list of queued calls (pull)

• Informative screen pops• Call information presented to agents, such as who’s calling, why,

wait time, etc.• Perform other actions on calls in queue, such as:

Re-route a call to another team or extensionInstruct a caller to leave a message

• The option to view call-specific information in a web browser, CRM, etc.

• Customized notifications related to incoming calls and calls that have been on hold for an extended period

• Login remotely from any Windows desktop client• Work locally using a telephone system extension or remotely using

an external telephone number• Delivers calls to desk phones, mobile, and softphones• Agents can be members of multiple teams• Specify a reason code when entering busy status

Caller Experience Features:

• Inform callers of their position in queue• Ask callers to enter a callback telephone number• Ask callers to enter an identification number, such as an account number• Ask callers to indicate the reason for their call• Play customized announcements to callers while waiting in the queue• Send calls to an overflow team based on wait time or number of

calls in queue• Periodically give callers the option to leave a message or remain

in queue• Redirect calls exceeding a maximum hold time to a different team

or ask callers to leave a message

Administrator Features:

• Manage users; assign permissions• Manage call-flow options for all queues• Create new teams and agents• Force terminate call • View all team, call and agent activity• Specify a reason code when entering busy status

Supervisor Features:

• Manage teams and agent accounts• Manage log files• Manage busy codes • Force sign-out of an agent • Run reports with up-to-the-minute live data

Capacity:

• Up to 50 teams• Up to 25 agents per team (maximum 250 agents total)

Agents control workflow – pull calls, reserve calls, redirect calls and decide when available.