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Omni-Channel Agent Tool

Capabilities
Contact Center Management Console
Data Intelligence
Intelligent Contact Distribution API
User Context Service
Data Lake
Platform Data API
Data Visualization
Service Experience Metric Suite
Detractor Likelihood
Repeat Contact Likelihood
Repeat Purchase Likelihood
What-If Tool
Data Dictionary
Conversation Data
Repeat Purchase Likelihood Data
Rules Business Objects Reporting
Service Case Data
Workforce Optimization
Workforce Management
Agent Presence
Agent Evaluation
Voice Recording System
Smart Omni-Channel Routing
Callback
Intelligent Contact Distribution (ICD)
Queue Treatment
Realtime Insights
Routing Configuration
Routing Conversation To Agent
Omni-Channel Agent Tool
Channel Integration
Chat Channel Integration
Voice Channel Integration
Recording & Transcription
Voice providers and adapters
Softphone
Identity and Access Management
Resource Sharing Across Partners
RBAC Resource
Tool Access
Built-in Agent Roles
Login Details
Built-in Configuration Roles

Omni-Channel Agent Tool

Voyager Next

Our flagship Agent Workspace is Voyager Next.

Voyager Next provides agents with a configurable web-based workspace that enables them to:

  • handle and switch between multiple conversations across different channels
  • track outstanding work in the form of Service Requests
  • lookup key information and help topics in an expandable knowledge base
  • manage their presence

The capabilities enabled through the workspace are both configurable and extensible, providing room for extension beyond basic included capabilities, whether it be through loading new components, or extending the intelligence of the Virtual Agent with additional skills and natural language understanding.

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