Database Reference
In-Depth Information
56.
Does the package support intelligent responses to callers by identifying them via
Automatic Number Identiication (ANI), Dialed Number Identiication Services
(DNIS), Calling Line ID (CLID), or caller information given via IVR?
57.
Does the system provide facilities for Automatic Call Distribution (ACD) depending
on the type of the routing to be employed based on skill, predeined rules, or
customer information?
58.
Does the system provide facilities or real-time monitoring of ACD queues and
outbound call activity?
59.
Does the CRM provide facilities for recording phone conversations?
60.
Does the system provide softphone support for functions such as Dial, Answer,
Transfer, Conference, Hold, and Speed Dial?
61.
Does the system support call scripting?
62.
Does the system support Web callback facility?
63.
Does it have an API system?
64.
Does it have an online documentation system?
65.
Does it have a powerful search facility as well as suggestions on related topics?
66.
Does it have a print documentation system?
67.
Does it have an online tutorial, training, and demonstration system?
68.
Does it have an ofice automation system?
69.
Does it have a GroupWare and Worklow system?
70.
Does the system have a built-in system for the following: worklow/routing
capabilities, escalation, and lexible query system?
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