Contact Management for Contact Centers - IP Agent

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Distributed IP Contact Center

Overview

IP Agent is a PC-based softphone application for improving agent productivity in call centers, remote offices and work-at-home agents. It is the only agent desktop application capable of providing multiple connection modes all from the same application.

Connection modes can be VoIP, dual connect (separate paths for voice and data), or Shared Control (use of IP Agent softphone with the agent's Avaya desk phone). In addition, IP Agent's ability to integrate and interoperate with other applications and devices drives productivity improvements. It incorporates enterprise instant messaging (IM) which serves as the first step towards SIP and Presence in the call center. Other capabilities include a screen pop of customer-contextual data and interoperability with Microsoft Internet Explorer and Outlook to provide click-to-dial.

What's New With This Release

IP Agent is a mature, feature-rich agent softphone that supports an unparalleled set of connection modes (whether VoIP, Dual Connect for separate voice and data lines, or Shared Control where IP Agent controls an agent desk phone). IP Agent R7 builds on this legacy with features such as Launch Toolbar which improves agent productivity. R7 also adds tremendous flexibility and control for installation, administration, and configuration, and adds security capabilities as well.