Leading Edge's CCoD offers:

Web-Based Multimedia Interaction Management - with inbound/outbound cross-media call blending allows agents to manage all inbound and outbound calls (whether circuit or packet switched) and all web-based interactions from a single, web-based user interface.
Multimedia ACD with skills-based routing - routes voice and data traffic to agents according to specific business rules and skill-level attributes as assigned by call center managers.
IP-Based Switching - Integrated carrier-grade softswitch can work as a standalone automatic call distributor or integrate with legacy PBX's.
Web Callback with skills-based routing - allows customers on the web to request an automatic callback immediately, or at a specific time.
E-Mail, Voice-Mail, and Fax Management with skills-based routing - improves your message handling response times by queuing and distributing e-mail, voice mail, and faxes to agents in appropriate workgroups as soon as they become available.
Web Chat and Collaboration with skills-based routing - queues, routes, and distributes customer chat sessions to agents based on specific business criteria.
E-Mail Analysis with Automated/Semi-Automated Response - intelligently and automatically responds to e-mail inquiries or routes e-mail inquiries to agents together with suggested responses.
Unified Messaging - allows remote message retrieval of voice mail, e-mail, and faxes over the internet from any e-mail client.
Interactive voice response (IVR) Call Routing - allows call flows to be customized and provides for automated voice menus to gather call routing information and customer IDs.
Web-based Supervision and Coaching Capabilities - allows web access to all supervision functions, such as the ability to listen in on calls without detection, whisper coach agents, join calls, record calls, and view agents screens (to monitor chats and e-mail responses), and even take over agent screens.
Customization, Configuration, Administration, and Instant Report Generation - through web-based menu selections accelerates time to market and lowers cost of deployment because all technologies are integrated by design and are implemented using parameter-based configuration.
Automated Quality Monitoring and Recording - allows on-demand or automatic call recording. Supervisors can also monitor agent screens in real-time.
Network-based system architecture
Support for multiple operating systems
CTI screen-pops and customer data integration data directed for call routing
Blended predictive and preview dialing
Agent scripting and FAQ's
Instantly customizable supervision screens and real-time display

Call Today! 1-800-813-0013

Contact Center on Demand

Leading Edge's Contact Center on Demand provides streamlined call management technology and solutions on a hosted Software as a Service (SaaS) basis, giving our customers the ability to reduce costs, improve contact center efficiencies, and increase overall customer satisfaction - at the same time eliminating the need to purchase expensive on-site hardware, license software, or ongoing technology upgrades.

Contact Center Benefits

Increased Agent Productivity
Tools that enhance the productivity of your agents include chat with suggested responses, e-mail analysis and auto-response, web call-back, unified messaging, whisper coaching, recording, monitoring, and data on demand.
Scalability & Reliability
Unlimited scalability arising from network-based architecture, providing real-time seamless disaster recovery across data centers to support contact centers of any size, from a few agents up to thousands.
Supervisor Monitoring
Monitor agents remotely, from any location in the world. Supervisors can whisper coach, listen in on a call, join a conversation, hang-up the agent channel, log-out an agent, broadcast a message to all agents, chat with an agent, and even view the agent's screen.
Call Recording
With the click of a button, all phases of the interaction are recorded. After completion, recordings are compressed into mp3 files and attached to the contact history, providing a searchable record of all information.
Compatible
Compatible with all phone types: SIP, H.323, or PSTN, and with most hardware configurations.
Easy to Deploy
Menu driven technology eliminates time-to-market barrier for customization and configuration.

Contact us regarding your call center needs.