IP Agent is a PC-based softphone application for improving agent productivity in the office and in the virtual office, and provides the first step towards SIP and Presence in the call center.  Agent productivity improvements are driven IP Agent's ability to integrate and interoperate with other applications and devices.  It incorporates enterprise Instant Messaging, provides a screen pop of customer-contextual data, interoperates with Internet Explorer and Outlook to provide click-to-dial, and enhances DCP and IP telephones, (including Callmaster IV and V terminals) by its ability to operate in shared control mode. IP Agent can address four separate client scenarios or requirements: Allows a customer to extend their call center with a converged IP solution and take the first step toward SIP and Presence.Provides a PC-based agent softphone that allows agents to focus all their attention on the PC, rather than splitting their time between two devices to complete a transaction.Delivers a sophisticated, full-featured remote agent solution.Provides same user interface for remote and on-premise agents to help reduce training time.

IP Agent is often a call center's first step towards SIP and Presence, improving agent productivity both in the office and in the virtual office with its strong integration and interoperability with other applications. IP Agent incorporates enterprise Instant Messaging in conjunction with the Converged Communication Server.  And IP Agent can provide a screen pop of customer-contextual data when integrated with Advanced Segmentation. It interoperates with Internet Explorer and Outlook to provide click-to-dial. And, using shared control mode, IP Agent adds value to Callmaster IV and V terminals by adding agent greetings, VuStats Monitor and other IP Agent enhanced features.

Business Benefits

• Gain access to subject matter experts and associates regardless of geography.
• Retain a diverse dedicated workforce in today's competitive skilled agent marketplace.
• Provides an effective business recovery option.
• Reduces real estate costs.
• Makes it easier to implement 24 x 7 shifts and "follow the sun" operational commitments.

Features at a Glance

• Instant Messaging
• Screen Pops
• Screen Pops with Advanced Segmentation
• Customizable Interface