Fortinet FortiVoice - Call Center
For use with FortiVoice systems
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Overview:
Available in:
Appliance
Virtual Machine
Tailored for World-Class Customer Experience
An efficient call center solution helps improve customer interaction and agent productivity for optimal business success. The FortiVoice Call Center solution empowers your call center teams to maximize business outcome with all-inclusive capabilities in one, easy-to-use interface. Your agents and team managers have all they need to deliver a personalized customer experience. Featuring smart skillbased routing, role-based control, advanced reporting, and more, FortiVoice Call Center accelerates your team performance so that your agents will never miss a customer satisfaction opportunity.
Features and Benefits:
|
Key Features |
Benefits |
|
Dynamic Call Center Agents |
Call center agent can log in, log out, or pause on-demand. |
|
Easy-to-Use Console |
Agent or manager can answer or transfer the call or monitor the queue and agent status in real time. |
|
In-Call Prioritization |
Agent can transfer or adjust caller’s priorities in a queue. |
|
Customizable Call Queue |
Caller hold time and position can be announced at configured intervals to the caller, in addition to customizable messaging. |
|
Flexible Call Distribution |
Policies include skill-based routing, round robin, sequential least recent, and fewest calls to ensure calls are distributed fairly and efficiently. |
|
Call Identification |
Distinctive ring pattern, caller ID, and queue name announcement can be applied so that agents can distinguish different queues when answering a call. |
|
Call Handling for Queue |
Call handling is customizable according to conditions such as call overflow, waiting timeout, and after business hours. |
|
Role-based Access Control |
Granular access control allows managers to barge in, coach, record, transfer call, and monitor queues as needed. |
|
Service-Level Alert |
Manager can be alerted by email, popup window, or phone call of prolonged waiting callers to prevent unhappy customers; or too many callers (queue overflow) for agent placements. |
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Granular Statistic on Agent and Call Queue Performance |
At-a-glance snapshot on the performance of the call queue and agents, statistics data can be used for workforce management or agent performance review. |
|
Agent Activities Log |
Activities including log in, log out, pause, and ring-no-answer are logged. |
|
Customizable Call Report |
Flexible reporting feature provides the ability to generate call reporting for shift planning and trend analysis. Reports can be generated on-demand or by schedule in HTML, PDF, or CSV format. |
|
Detailed CDR |
Incoming calls are logged step-by-step in detail for ease of tracking and troubleshooting. |
Documentation:
Download the Fortinet FortiVoice Call Centert (PDF).
Pricing Notes:
- 24x7 FortiCare Contract
24x7 Support, Advanced Hardware Replacement (NBD), Firmware and General Upgrades - Prices are for one year of Premium RMA support. Usual discounts can be applied.
- Annual contracts only. No multi-year SKUs are available for these services.
- Contact Fortinet Renewals team for upgrade quotations for existing FortiCare contracts.
- Pricing and product availability subject to change without notice.