In addition to features such as live Cisco and Microsoft presence integration, SMS messaging and Click-2-Dial, Arc Premium 5.1.3 adds some new options to improve operator efficiency and accuracy. The new ‘personalised directory groups’ feature allows operators to create tabs in the operator console window, containing any combination of contacts from the full directory. Operators can quickly search for contacts that share characteristics such as company, location, department or skills, which further improve call handling times.
The new release also includes an updated user interface and directory transfer capability for Arc’s call centre solution, Call Connect. This will give users the ability to launch a URL such as a web-site, help page, intranet, company directory etc to assist them with answering questions and transferring calls. When used in conjunction with Arc’s Click-2-Dial application, users can click on phone numbers displayed on the page to transfer calls. For example, an agent dealing with the sales queue could show all staff in sales in the company intranet, allowing them to quickly transfer a call if so needed. Or, the system might pop a product information page, providing the agent with valuable assistance for the more demanding caller.
“Voice continues to be a key part of an organisation’s unified communications strategy so the ability to answering calls in an efficient and professional way is absolutely vital.” said Rupert Adair, Product Director at Arc Solutions. “Arc continues to lead the way in professional call handling solutions for Cisco Unified Communications, with this latest release being packed with even more features and functionality designed to improve person to person communication within the enterprise.”