Overview
RoseComm is a complete call center solution, offering many features only offered by more expensive call center applications. RoseComm receives calls from the outside telephone network and offers callers an interactive menu system through the IVR application. The IVR application can interact directly with an ODBC-compliant database, or it can route the caller to the ACD application.
The ACD application places the caller in a phone queue, called an ACDGroup, based on rules that are fully customizable. The Remote Monitor application receives real time status information about agents and calls in the ACD queue. The administrator can monitor call volume and drag calls to different groups to balance call volume.
When the caller is routed to an agent, the agent sees data in the Screen-pop application from the ODBC database. This data is presented in a form that was created by the Form Designer application. When the form is created in Form Designer, the elements of the form are tied to fields in the database. As a result, the agent can make changes in the data directly from the form in the Screen-pop application. RoseComm ACD/IVR is a turnkey system which includes all the RoseComm modules as well as all the server hardware and software.
The diagram below illustrates the flow described above.
