Contact Centers

Interaction Flow Designer

An intuitive, easy to use business rules engine that manages all contact center operations and activities. Composite Flow offers a variety of out of the box applications, enabling even non-technical users to easily create and customize applications and flows using a Visio-based drag-and-drop methodology. The business rules flow can be modified while the Contact Center is online, with immediate activation of all changes.



Administrator

A single, centralized interface for configuring, implementing, managing, and controlling the entire Contact Center system. Based on familiar standards and organized into folders, Composite Administrator is the only interface that users need to operate. Its platform-independent open architecture allows full interoperability with third party applications and enables easy and rapid programming-free customization.



Agent

The heart of all Contact Center operations. Composite Agent features an Agent SmartBar for step-by-step navigation through the interaction process flow, speeding training and minimizing mistakes. It also comprises a Media Control Panel that facilitates smooth transitions and blending between all interaction types, and a Score Board that enables each agent to view relevant operational data.



Supervisor

Web-based real-time monitoring and reporting system that allows easy retrieval of critical events, reporting, statistical analysis, and long-term tracking and trend analysis. Composit Supervisor provides access to the information needed to evaluate all Contact Center activities, including customer contact results, individual agent and campaign performance, and resource utilization. Results are displayed in an intuitive and customizable graphical interface.