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Remote Agents Get Enhanced Support from OPC's SPITFIRE e-AGENT

TMCnews Featured Article

June 15, 2007

Remote Agents Get Enhanced Support from OPC's SPITFIRE e-AGENT

By Stefania Viscusi, Assignment Desk, Content Management

OPC Marketing's SpitFire v.10 PRO, which offers the ability to dial millions of numbers and run multiple dialers from the same database, has an additionally intriguing software component SPITFIRE e-AGENT.
Offering remote agent capabilities, the e-AGENT makes it possible to route client information to agents over the internet. So agents can be located anywhere in the world--since the only requirement for Agents or operators is a computer with an Internet connection and a telephone line.

With e-AGENT, a web-based call transfer agent, agents are provided support via online capabilities like online scripting screens, disposition buttons and real-time 'no calls' all on the web-interface. They are also provided the ability to search for customer record data—further simplifying their interaction with the system, while allowing work at home and virtual agents to prosper.
Other features to enhance productivity and functionality include a logout feature that ensures agents are logged out of the application when they sign off or are away from their computer for longer than a few minutes, as well as a call disposition button that makes it possible to flag potential customers. A quick 'No Call' button also makes it possible to quickly add a caller to the record of Do Not Call numbers in the database.
In today's changing call center landscape, everyone is going virtual and hosting agents who work from remote locations or from home is the way of the future. With OPC's SPITFIRE e-AGENT, agents are empowered with the tools they need for successful call handling and customer support.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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