OMNIWorks® is a multi-media contact centre solution that works in conjunction with Teltronics switching systems (20-20®, Cerato® and Cypreon®) and supports an open message set capable of integrating with any standard telephony switch. OMNIWorks works with VoIP, TDM and hybrid switches. Regardless of your telephony solution, OMNIWorks can enrich your contact center with powerful skills-based routing, custom call handling, and multi-media solutions.
OMNIWorks CIM Server – a skills based contact routing engine available in single or multi-node configurations, with optional redundancy.
OMNIWorks CIM Manager – graphical contact center management tool used to design and administer agent positions, teams, skills, proficiencies, routing options and contact center operations with ease.
OMNIWorks Agent Console – interactive desktop cockpit that includes contact dependent user interfaces such as a Dial Pad softphone for voice calls, an email client and a chat window for text chat, and a browser window for co-browse. Agent Console includes valuable self-management tools to help agents maximize their productivity.
OMNIWorks Supervisor – real time and historical reporting application that provides management reports to keep contact centers operating at peak efficiency.
OMNIWorks Script Editor – a patented drag and drop GUI tool to simplify the design of even the most complex CTI-enabled contact routing.
