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GPower CTI Products and Services Summary

Astound Technologies is a solution provider offering software and professional services that empower the Contact Center Agent. Our GPower products enhance the Agent’s application by integrating voice and multi-media data at the desktop. They empower the Agent with information instantly delivered to the desktop such as ACD statistics and personal performance criteria. These features allow Agents to manage themselves and improve their own results. Because Agents have more control of and more instantaneous feedback from their environment, they have more job satisfaction. This results in reduced staff turnover, training, and recruiting costs. The latter can save 15-20% of an organization’s expenses.

 

Our GPower products leverage and enhance your applications, reduce costs to perform day-to-day functions, improve customer service, and develop customer loyalty. Our blending and universal queuing facilities provide your Contact Center management with a total picture of your operations. Our Out-of-the-box application solutions are deployed in days.

 

GPower applications integrate your caller information applications with switch based TDM and IP call processing. They route callers directly to appropriate customer service representatives while they retrieve and deliver relevant caller information to the workstation screen as the call arrives. Each product concentrates on empowering customer service representatives with needed information, speeding the customer transaction and enabling higher customer service levels to be attained. Additionally, Astound Technologies offers a suite of enhanced applications that add Contact Center processing functionality to your environment, such as, recording/playback, email, and web collaboration, to name a few.

 

GPower gives your Contact Center Agents the power to perform their jobs more effectively and with greater satisfaction. Computer Telephony Integration (CTI) features can be embedded into your applications without modification, using out-of-the-box applications and macros. This eliminates costly application modification and lengthy implementation projects. It enables you to achieve higher productivity and faster ROI from your existing Contact Center investments with minimum time and expense for installation. Alternatively, COM, XML and SOAP interfaces offer powerful, high-level APIs that allow you to fully integrate your application with our functionality.

 

GPower benefits to you

 

·          Reduced Contact Center Costs

·          Improved Customer Service and Loyalty

·          Increased Agent Productivity and Retention

·          Greater Agent Satisfaction

·          Reduced training expense

·          Reduced hiring expense

·          Ease of integration

·          Rapid implementation

 

GPower Features

 

·           Softphone

·          Dashboard

·          Screen Pop

·          Call History

·         Customer ID Verification levels

·         Make Call

·         Transfer

·         Conference

·         Toggle

·         Call Monitoring

·         Hold

·         Reconnect

·         ACD Log-on/off and Phone State changes

·         Drop

 

GPower Agent Empowerment Tools (Optional)

 

·         ACD Statistics

·         Agent Performance Assessment

 

Enhanced Applications available with GPower

 

·          Routing

·          Reporting

·          IVR APIs

·          IVR Plus Auto Attendant

·          Preview Dialing

·          Abandoned Call Callback

·          Requested Callback

·          Agent Action List

·          Multi-media Blending

·          Email

·          Web Callback

·          Web Chat

·          Trunk Side Recording

·          Line Side Recording

·          FrontRange Heat Interface

·          FrontRange Goldmine Interface

·          Great Plains Interface

·          Microsoft CRM Interface

 

Drop-in Macros are available for other CRM applications. Rapid deployment macros are used for your custom applications, eliminating customization of your application.

 

We are a Microsoft Business Solutions ISV Partner for Great Plains and Microsoft CRM.

 

We are a FrontRange Certified Technology Partner for Goldmine and Heat.

GPower Agent Softphone and Dashboard

The dashboard sits neatly atop your application permitting your Agent to easily access voice and multi-media features. The icon on the left contains a pulldown list of enhanced features that empower the Agent to improve their performance.

 

 

The Agent Performance Level window (optional), shown below, allows the Agent to monitor their actual performance versus expected levels.

The ACD Statistics window (optional), shown below, allows the Agent to monitor their ACD Group for activity levels crucial to the contact center.


The Call History window, shown below, allows the Agent to view a history of calls received. This can be beneficial in retrieving accounts for additional updating and responding to inquiries.

 

Professional Services assure a quick & smooth implementation



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