GTB Enterprise Contact Center Powered by Telax Max Calls In Queue Unlimited Unlimited Data Center Features 24x7x365 Data Center Monitoring Yes Yes Geographical Survivability Yes Yes Automatic Software Updates Yes Yes TDM and VoIP - Network Agnostic Yes Yes Core Component System Redundancy Yes Yes High Availability Server Architecture Yes Yes On Demand Scalability Yes Yes Queues Automated queuing of abandoned calls Not Incl Yes Blended agents (inbound/outbound) Not Incl Yes Call back request visibility Not Incl Yes Change call priority or queue of call in real-time Yes Yes Change callback priority, retry period in real-time Not Incl Yes Click-to-call queuing Not Incl Yes Email queuing Not Incl Yes Deferred Email Queue Not Incl Yes In queue caller ID/name display visibility Yes Yes In queue priority call back requests Not Incl Yes In queue voicemail to email Yes Yes Inbound Voice Queues Yes Yes Queued/automated outbound calls Yes Yes Skype call queuing Not Incl Yes Social media queuing (twitter/facebook) Not Incl Yes Universal ACD (multi-channel/modal queues) Not Incl Yes Voicemail queuing Not Incl Yes Webchat queuing Not Incl Yes Call Center Group Features Agent Logged into Multiple Queues Yes Yes Agent Login From Phone Yes Yes Agent Visual Login Indictor on Phone Yes Yes Agents Behind SIP Trunks Yes Yes Agent Unavailable Reason Codes Customizable Yes Yes Agent Unavailable with Visual Indicator Yes Yes Agent Wrap Timer Yes Yes Agent Wrap Up (Manual) Yes Yes 1 of 6
Allow Call Waiting Yes Yes Automatic Agent Logout (Unanswered Calls) Yes Yes Audible Alerts when Thresholds Met Yes Yes Configurable Alerts Yes Yes Configurable Zero Out Key Yes Yes Departments Yes Yes Disposition / Wrap Up Codes (Customizable)- Call Level Yes Yes DNIS Support Yes Yes Max Agents in Queue Yes Yes Max Calls in Queue Yes Yes Max Time in Queue Yes Yes Multiple ACD Groups Yes Yes Multiple DID Per Queue Yes Yes Multiple Language Support Yes Yes Play Ringing When Offering a Call Yes Yes Priority Queuing Yes Yes Re-Queue Calls Unanswered by ringing agent Yes Yes Route Calls In Queue when agents log out Yes Yes Screen Pop - CRM Integration Not Incl Yes Service Levels Configurable Yes Yes Set Max Queue Length Yes Yes Zero Out of Queue Yes Yes Supervisor Capabilities Alerting - Customizable Yes Yes Answer Agent Yes Yes Barge-In Yes Yes Call Agent Yes Yes Configurable thresholds for real-time display and email/sms alerts Yes Yes Configure contact center settings Yes Yes Customizable agent statuses Yes Yes Email Notification when Thresholds are Met Yes Yes Graphical Statistics Dashboards Yes Yes Login restrictions Yes Yes One-click business continuity capability Not Incl Yes Real-time Statistics Display Yes Yes Role based & granular access levels Yes Yes Schedule IVR dial outs Not Incl Yes 2 of 6
Schedule mobile agents Not Incl Yes Silent Monitor Yes Yes Supervisor Desktop Client Yes Yes Supervisor Real-Time Dashboard Yes Yes Supervisor Web Client Yes Yes Traffic Analysis Yes Yes View Agent Private Line Calls Yes Yes View and Manage Agent Deferred Email queues Not Incl Yes View Agents in Multiple Queues Simultaneously Yes Yes Whisper Yes Yes Quality Management Call recording tagged with dispositions and agent notes Yes Yes IVR survey (in queue, agent transfer, or auto transfer) Not Incl Yes Screen capture & recording Not Incl Yes Desktop app usage monitor Not Incl Yes Agent chat logs Yes Yes Web Chat Logs Yes Yes Secure recording, reporting & CDR transfer Yes Yes Agent Capabilities Agent ACD Pass code Yes Yes Agent Available / Unavailable Yes Yes Agent Login / Logout Yes Yes Call Agent Yes Yes Call History - Dialed, Received, Missed Yes Yes Call Supervisor Yes Yes Conference In Supervisor Yes Yes Defer Queued Emails Not Incl Yes Log into multiple Groups Simultaneously Yes Yes PC Desktop Agent Client Yes Yes Web Client - Agent Yes Yes 3 of 6
Agent productivity Supported Features CRM integrated screen pop Not Incl Yes IVR data and call info screen pop Yes Yes Agent scripting tool Yes Yes Inter-agent presence view Yes Yes Inter-agent chat Yes Yes Integrated agent view of queues/wait times Yes Yes Global daily statistics view Yes Yes Personal agent statistics view Yes Yes GUI call transfer (agent, queue, external) Yes Yes IVR bulletins Yes Yes Configurable hot keys Yes Yes Mobile device routing Yes Yes Ergonomic features (minimum keystrokes, body neutral posture) Yes Yes Reporting Agent / Supervisor Activity Yes Yes Agent Activity Yes Yes Agent Summary Yes Yes Agent Utilization Report Yes Yes Call Detail by Time Zone Yes Yes Call Duration Summary Yes Yes Call Leg Detail Yes Yes Call Log Yes Yes Calls By Day Yes Yes Customized Reports Yes Yes Daily Traffic Yes Yes Email Reports - Scheduled Yes Yes Export Reports Yes Yes Frequent Caller Summary Yes Yes Group Call Statistics Yes Yes Hourly Usage Yes Yes Inbound Number Statistics Yes Yes Private Line Calls Yes Yes Queue Performance Analysis Yes Yes Queue Summary Yes Yes Scheduled Reports Yes Yes Service Level Report Yes Yes 4 of 6
Short Calls Report Yes Yes Summary by Account Yes Yes Time Allocation Yes Yes Routing Capabilities After Hours Routing Yes Yes Call Delivery Circular Yes Yes Call Delivery Next Available Yes Yes Call Delivery Simultaneous Yes Yes Call Delivery Uniform Yes Yes Emergency Treatment Yes Yes Forced Forwarding Yes Yes Holiday Routing Yes Yes Overflow Calls Yes Yes Overflow Secondary Yes Yes Overflow Number Yes Yes Re-Queue if unanswered Yes Yes Skills Based Routing Yes Yes Intelligent Routing Identity Routing (by CLID, DNIS, CRM) Not Incl Yes ANI or Geography-Based Routing Not Incl Yes Routing by DNIS Yes Yes Routing by Type of Day Yes Yes Routing by Time of Day Yes Yes Queue priority routing Yes Yes Agent priority routing Yes Yes CRM-Based Routing Not Incl Yes Configurable Outbound Caller ID (by team, agent, call) Yes Yes 5 of 6
Announcement Comfort Message Yes Yes Dynamic Announcements - Queue Position / Wait Time Yes Yes Entrance Message Yes Yes Estimated Wait Message Yes Yes Music On Hold Message Yes Yes Periodic / Multiple Announcements Yes Yes Whisper Message Yes Yes Advanced IVR Includes IVR Yes Yes GUI IVR development Not Incl Yes Self-service IVR Not Incl Yes IVR with 3rd Party Data Dips (Read/Write) Not Incl Yes Call in prompt recording Yes Yes Prompt file uploads Yes Yes IVR bulletins Yes Yes Queue bulletins Yes Yes Multi-lingual support (English, Spanish, French) Yes Yes Outbound IVR notification with reconnect to queue option Not Incl Yes Directory Integrations Personal Directory Yes Yes Call Recording Call Record Always Yes Yes Work force Management Forecasting Not Incl Yes Automated scheduling Not Incl Yes Schedule optimization Not Incl Yes Adherence (real-time & reporting) Not Incl Yes Vacation automation Not Incl Yes Agent shift-trade marketplace Not Incl Yes Licensing Requirements Per Named Agent Pricing No No Additional per Queue License No No Requires Additional Supervisor License No No Requires Additional Suto Attendant License No No Per Concurrent Agent License Required Yes Yes 6 of 6