Overview

InfinityCTI’s Infinite Cloud Contact Center (ICCC) provides your on-premise contact center the ability to rapidly move to a remote environment without losing the capability to support your client base. ICCC’s flexibility in providing monitoring, real-time view of agent status, multiple queue options for agents and reporting of caller and agent data, affords you the agility needed to support today’s fast-changing contact center support environment.

Call us at 1.800.795.1546

System
  • Currently offering Voice Only in Phrase 1
  • Ability to have multiple queues based on skills
  • The system provides an upfront IVR Menu or calls can be routed to queues behind client’s IVR systems
  • An agent can access the Contact Center Solution and answer calls with only a computer with Internet, browser and computer headset.  No VPN access required
  • Ability to have multiple queues based on custom call attributes with individual skills for each queue
Agent’s Desktop
Analyst can be assigned to multiple skills
Analyst can be given levels within a skill
Ability to answer calls from the desktop
Ability to change phone status Offline, Available, Unavailable and Break
  • Agents can be assigned to multiple skills
  • Agents can be given levels within a skill
  • Ability to answer calls from the desktop
  • Ability to change phone status Offline, Available, Unavailable and Break

Supervisor Desktop

Real-time display of an agent’s status

Ability to Service Observe Calls from the desktop client

Ability to add skills to agent’s and change agent’s state

Real-time display of queues

Requirements
  • Chrome or Firefox browser
  • Headset with microphone or using a computer speaker