The ICMS CoreTex or Core Telephony Extensions Display is a complete visual monitoring and management tool for contact center supervisors, team leaders, emergency response units and telephone operators. Its unique and easy-to-use graphical interface allows for improved call handling and quality management in heavy traffic environments such as a contact center. With active alerts feature, CoreTex allows users to see calls progressing according to priority. Irate calls, case alerts and deals closing can be monitored and recorded so that team leaders and supervisors don’t miss a beat when an important decision is being made on the floor. Production groups and departments may also be viewed according to type of activity or channels used. Overall, CoreTex is a must if you want to get a live picture of your online business transactions.
Appreciate a Fully Functional Graphical Interface
With CORETEX calls are monitored via color designations that make it easy for supervisors and telephone operators to identify the status of the calls. Each call is represented by a colored block in the console detailing the type of session; whether its voice, video, chat, the originating number or ID, the called number or ID, and the duration of the session.
Experience Real-time Monitoring
All types of information displayed in CORETEX are shown in real time. As calls progress within CORETEX, all the status changes such as call modifications (ie transfers, holds, etc.) throughout the duration of the session is displayed and logged.
Take Advantage of Built-in Voice Recording
A simple recording function is made available in CORETEX. It allows users to record and file voice calls for quality assurance purposes. Recorded files can be stored and archived to an external network storage system through a front-end management console. For more sophisticated voice recording features, the IPXChange VoiceLogix is a dedicated product with more drill-down functionality compared to CORETEX.
Assist Agents Using Barge-in and Whisper capabilities
Barge-in and whisper are among the other helpful tools in CoreTex. With Barge-in, a supervisor can listen to an agent-customer conversation. The Whisper capability enables the supervisor to discretely coach an agent while the agent is doing the necessary arrangements for the customer.
Observe Agents in Action Using Remote View
This is a tool for supervisors to make sure that agents are using their consoles effectively in assisting every call. All things done by the agent (browsing sites, documenting a case, logging into a campaign…etc.) are monitored and can be recorded for QA purposes. Furthermore Remote View allows managers to observe new agents in action so as to be able to intervene if and when it is necessary.
Visual cockpit of all active or inactive agents/extensions with corresponding call status indicators.
Team leader/supervisor barge-in and coaching.
Voice recording of agents/extensions for quality audit.
Active Alerts (Irate call flag, deal closing alert, case alert, etc.)
Monitoring of all active and inactive communications channels.
Monitoring of all queues.
Seamless integration with Asterisk and Trixbox.
Future integration with leading telephony brands such as Cisco, Avaya and Nortel using standard SIP gateways.
