- Intelligent Telephone Call Routing - Intelligent Voice-Over-Web Call Routing (a customer on the web can talk to an agent using his PC microphone and speaker - with the agent taking the call. - Web-Callback With Intelligent Call Routing - Enables your customers on the Web to request an automatic Web call back immediately, or at a specified time. - E-mail, Voicemail & Fax Management With Intelligent Routing - Improves your message handling response times by queuing and distributing e-mail and faxes sent to agents in appropriate workgroups as they become available. - Web-Chat With Intelligent Routing - Queues, routes, and distributes customer chat sessions to your agents based on your business criteria. Chat capabilities include: - Integrated Push Technology - Allows agents to directly interact with the customer and direct their browsers to online forms, URLs, special offers, or general information. - Web-Collaboration/Form Sharing - Enables simultaneous co-browsing sessions between agents and customers for live, interactive co-browsing and forms sharing. - Interactive Voice Response (IVR) Call Routing - Enables you to customize call flows and provide automated voice menus that gather call routing information and customer IDs and deliver pre-recorded announcements. - E-mail Analysis with Automated and Semi-Automated Response - Intelligently and automatically responds to e-mail inquiries or automatically routes e-mail inquiries to agents together with suggested responses.