Agents view separate queues for calls and messages from each type of media within one graphical interface, as shown here. They receive audio and visual signals to alert them each time customers call them over the phone or send messages from your Web site.
Agents view customers' phone numbers and e-mail addresses from a contact information panel.
The system displays statistics on agents' PCs, such as response times and the number of calls and messages in queue. Through an agreement with Cintech, IBM offers NetVIA to resellers such as telecom service providers. The system comprises an IBM Netfinity server that runs NetVIA, Windows NT and Microsoft SQL Server 7.0. The system also includes a NetVIA license and a Cisco router that also functions as an IP telephony gateway. You can prioritize incoming calls or messages by topic or by the type of media customers use.