Abacus Contact Center

 

Unlimited Agents and Queues in the Cloud

 
Abacus Cloud includes advanced queuing and routing for sophisticated contact center applications that lets you find the right person at the right time based upon their current availability. Now the entire organization can access the tools needed to provide excellent customer service.
 

Advanced Queuing and Routing

Abacus Cloud features an unlimited number of supervisors, agents, call queues, automated attendants, real time queue statistics, custom music on hold per queue, five different ring stragegies, route when no agents are logged in, announce position in queue, announce estimated hold time, historical queue logs, historical queue statistics and scheduled reporting.

Supervisor Listen Live, Barge In & Whisper

Call monitoring allows any user with permission to evaluate agents for training purposes by listening in on live calls, barge in or whisper.

Custom Music on Hold

Abacus Cloud allows up to 60MB of personalized .mp3 music files associated to specific phone numbers, extensions or auto attendants. Administrators can create custom play lists for queues or professionally recorded informational recordings or advertisements.

Voice Recording

Flexible cloud based voice recording with dedicated servers allows you to record inbound calls, outbound calls or all calls. You can selectively record calls to particular extensions, DID numbers or call center queues. Voice Recording assists with quality assurance, dispute resolution, regulatory compliance and risk management.

Time Based Behavior

Time based behavior lets employees pre-configure call handling options which are automatically invoked when the employee's end of day is reached.