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Altigen FrontStage Omni-Channel Contact Center

FrontStage is a complete, integrated, all software omni-channel contact center solution designed to support Microsoft Teams. Altigen FrontStage is delivered as a fully managed service, with 24 x 7 support.

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Solution Overview

With its modular design, Frontstage enables customers to deploy a complete omni-channel contact center solution on demand or simply choose individual applications on a per agent basis as those needs arise.

FRONTSTAGE

At the heart of the FrontStage system is an integrated omni-channel routing and queuing engine, offering powerful routing rules with a single easy to manage administrative interface.

PBX INTEGRATION

Offering extensive PBX integration options, FrontStage is available for Microsoft Teams.

IVR

The Interactive Voice Response system provides menu driven Auto Attendant and the ability to create custom call flows including data directed routing, Text to Speech and Speech recognition.

DESKTOP APPS

The Agent and Supervisor desktop apps are built on an open Web RTC platform (.NET for Teams). Both are fully customizable and provide secure connectivity to the FrontStage server.

VOICE ACD

The Voice ACD module provides a robust set of flexible inbound call routing and queuing rules, including skills-based routing, priority customer routing and call back from queue.

WEB CHAT

Web chat routing and queuing increases website visitor engagement with live chat capabilities and, once engaged, push web pages and share screens to further assist customers and increase conversions.

SMS

The SMS module extends the capabilities of chat routing and queuing to mobile users, routing inbound SMS messages to designated agents for quick responses and offers an automatic notification option.

SOCIAL MEDIA

Enables the routing and queuing of messages on your social media pages, and detects keywords in social media “posts” with notification to your agents so they can quickly respond.

REPORTING MODULE

The Reports module, for both real-time and historical reports, includes all communications channels, supports both text and graphics, and offers scheduled distribution and exports to external systems.

EMAIL INTEGRATION

For companies offering website visitors an email contact option, our Email routing and queuing application ensures those group emails are distributed to appropriate agents for timely response.

CALL RECORDING

Records all calls, agent, workgroups or DID calls, or a sampling of calls for compliance and customer service. The analytics module can further detect keywords and emotions for managerial review.

PREDICTIVE DIALING

Providing Preview, Power and Predictive dialing, contact lists can be manually uploaded, or using our APIs, lists can be dynamically accessed in your internal databases or popular CRM systems.

FAX INTEGRATION

Leveraging your Exchange environment, designated inbound faxes are delivered to agents in your choice of a blended or standalone fax queue based upon your unique routing and queuing requirements.

QUALITY MONITORING

Review and score agents based on objective parameters (ring duration, answer time, etc.) and subjective parameters (listen to and score conversations) in order to improve quality and performance.

WEB-BASED ADMIN

FrontStage includes comprehensive web-based administration, providing system administrators with simple set up, configuration and management of agents, queues, workgroups, trunks, system status.

HELP DESK APPLICATIONS

The powerful Customer Ticketing / Help Desk application enabling quick ticket registration, status-based routing, prioritization, workflow management and ticket queuing with end to end reporting capabilities.

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