ContactPrime™'s Voice module is a complete contact center telephony switching solution. It includes all of the queuing and routing features of a traditional ACD, together with the efficiencies and cost savings of a completely customizable IVR. The Voice module also contains a fully functional predictive and progressive dialer, as well as a wide array of managerial reports and monitoring capabilities.

The Voice module provides a customizable software-based platform that gives you total control over how your contact center routes and blends all inbound and outbound voice traffic. Unlike traditional call center systems, whose hardware-centric designs and proprietary platforms limit user customization and increase the total cost of ownership, ContactPrime™'s standards-based open architecture allows you to protect your investment over time. And since the distributed design can accommodate over 100,000 concurrent calls, you never have to worry about outgrowing your system. From skills-based routing and screen popups to real-time agent status and customizable reports, ContactPrime™ Voice can handle all the inbound and outbound voice requirements of today's dynamic contact center.
ContactPrime™'s Internet Communication module provides your customers with a variety of multimedia options for obtaining assistance, either on their own or with the assistance of a live agent. Internet Communications contains a "Self Service" knowledge database that gives customers the opportunity to search for their own answers right on your website. It also contains an intelligent email routing and response component helps you to handle email with the same efficiency as you handle telephone calls. With the intelligent parsing and automatic response feature, the Internet Communications module can send an immediate response to an e-mail inquiry based upon information stored in the knowledge database. If an appropriate automatic response is not available, or if you would simply like to have some personalized followup, the message can then be routed to the agent or group of agents who is most capable of handling the request.

There is also a chatting module within the Internet Communications module, which allows customers to click a button on your website and begin a text dialogue with a live agent. Customers with web cams on their PCs can also initiate a two-way video chat, via the Web, with an agent in your contact center. Finally, agents can use the Web Collaboration feature within the Internet Communications module to assist customers with web page viewing and form filling, by actually pushing web content directly to a customer's browser.
ContactPrime™ VoIP allows your contact center to leverage both the convenience and cost savings of sending voice over the IP network. With the click-to-talk feature, customers can receive live voice help from an agent right over the Internet. This is especially useful to a customer who is already connected to the Internet on their only available phone line. In addition to the PC-to-PC/phone capability of the click-to-talk feature, the VoIP module can also route phone-to-PC/phone calls as well. For example, a contact center wishing to load balance calls between different centers can take a conventional phone call, convert it to IP using ContactPrime™ VoIP, and route the call to any location so that an agent, using either a PC or a phone, can answer it. Network routing can be done over a private packet-switched network or over the public Internet, depending on the business requirements. If network routing is done via the public Internet, there is no cost to route calls regardless of whether the terminating location is around the block or around the world. Finally, ContactPrime™ VoIP can be used to efficiently route calls to work-at-home or remote agents. With nothing more than a standard PC and an internet connection, agents anywhere can receive inbound calls regardless of whether the calls originated on the IP or PSTN network. Also, the work-at-home agent arrangement does not have to be system-wide, so certain agents can be stationed remotely while other agents are working in a conventional, centralized location-all from the same ContactPrime™ system.

ContactPrime™ VoIP can be used to efficiently route calls to work-at-home or remote agents. With nothing more than a standard PC and an internet connection, agents anywhere can receive inbound calls regardless of whether the calls originated on the IP or PSTN network. Also, the work-at-home agent arrangement does not have to be system-wide, so certain agents can be stationed remotely while other agents are working in a conventional, centralized location-all using the same ContactPrime™ system.
ContactPrime™'s multimedia call routing module can be configured by contact center managers to accommodate the business needs of all customers through a variety of interaction channels. Any combination of the following routing options can be implemented.

• Skills-Based Routing
  Send to an available agent the incoming customer that is first in queue (longest waiting) and most closely matches the agent's skill set.
  
• Priority Routing
  Assign priority to specified incoming customers to ensure that those calls are always moved to the front of the queue and answered first, provided that an agent with the appropriate skill set becomes available.
  
• Longest Available Routing
  Send the customer first in queue (longest waiting) to the longest available agent.
  
• Media Type Routing
  Send incoming customers using a specified media type to agents assigned to handle that type of media interaction.