OMNIWorks® is a multi-media contact centre solution that works in conjunction with Teltronics switching systems; 20-20® & Cerato®, and supports an open message set capable of integrating with any standard telephony switch. OMNIWorks works with VoIP, TDM and hybrid switches. Regardless of your telephony solution, OMNIWorks can enrich your contact center with powerful skills-based routing, custom call handling, and multi-media solutions.
Key components of the OMNIWorks contact centre package include:
- OMNIWorks Customer Interface Manager (CIM) Server - skills based contact routing engine available in single or multi-node configurations, with optional redundancy.
- OMNIWorks CIM Administrator - graphical configuration and troubleshooting tool for simple user-friendly access to CIM services.
- OMNIWorks CIM Manager - graphical contact center management application. Designs and administers agent positions, teams, skills, proficiencies, routing options and contact center operations with ease.
- OMNIWorks Agent Console - interactive desktop cockpit that includes contact dependent user interfaces such as a Dial Pad softphone for voice calls, Outlook® for email responses and a chat window for text chat. Agent Console includes valuable self-management tools to help agents maximize their productivity.
- OMNIWorks Supervisor - real time and historical reporting application that provides management reports to keep contact centers operation at peak efficiency.
- OMNIWorks Script Editor - a drag and drop GUI tool to simplify the design of even the most complex CTI enabled contact routing.
- OMNIWorks Email - an email interface to POP3 compliant servers to provide auto acknowledgment, skills-based routing and management of email.
- OMNIWorks API – Enables integration with 3rd party voice switches
Optional Applications:
- OMNIWorks IVR - an interactive voice response system provides customers quick, private self-service access to information as an alternative or supplement to live assistance.
Designed around a client-server architecture and residing on a Microsoft® Windows 2003 or XP platform, OMNIWorks meets the demanding requirements of any contact center environment.
- 500 Agents per CIM Server
- 1000+ per Cerato ME/LE or 20-20 Voice Switch
- 200 per Cerato IP/Cypreon PBX
- 100 Supervisors
- Windows 2003 Server or Windows XP
- SQL 2005 or (PostGRESQL) Databases
- 20-20 (HIL CTI), Cerato IP/Cypreon (OSPS, TAPI CTI)
- Multiple Email POP3 Servers – 512 incoming email addresses
