Arc Connect is a suite of call centre software applications. It consists of modules that can work independently or as an entity to provide a high level of Call Centre functionality within small or medium sized businesses. No longer are companies too small or not quite the right environment to introduce Call Centre software as a means to improving their customer relationship management. Arc Call Connect can be configured to exactly match your requirements. Together they provide the full range of features and functions for inbound, outbound and web-enabled Call Centres. The modules are intended to allow the user to be able to configure and reconfigure without the need for specialist Telecoms knowledge.

Call Connect
Call Connect at its very basic is a client-server application. Its focus is on skill-based routing but traditional ACD routing is an option. The Agent interface displays the allocated skills graded high, medium or low in each. The module comes complete with historical reporting, multiple queues, queue overflows, remote agent working, and night service properties by queue and variable wrap up time. Working in conjunction with Arc Screen pop, the solution can be fully integrated into most databases.

Campaign Connect Campaign Connect is an outbound call centre module ideal for market research and tele-canvassing. It is a stand alone, client-server application that has an agent, a customisable web browser interface. Features include Preview and Power dialling, HTML scripting, scheduling of appointments and diarised call-backs.

Hot Connect Hot Connect provides personal call forwarding for people who spend time away from their desks or out of the office. As well as blanket DDI call forwarding rules, you can make CLI over-riding exceptions. An example: "When I'm out of the office route all of my calls to sales except my wife who should be routed to my mobile"

Supervisor Connect Used in conjunction with Call Connect, the supervisor module provides over 300 reports both historical and real-time. These reports can be displayed in text, tables and graphs. All information can be exported to standard windows programs. In addition, the supervisor can take ultimate control of the call centre making "on-the-fly" changes to the system - logging agents in and out, enabling and disabling queues and changing agents skills and properties.

Voice Connect Arc Voice Connect enhances the voice resource on the Samsung PBX by providing multi-level Auto-Attendant and In-Queue messaging. The Auto Attendant is used both as a greeting and as way of interrupting a long wait with either a promotional message or to give the caller some IVR options, should they find the estimated time in the queue unacceptable. Arc Auto-Attendant can also be used to play individual messages with specific instructions to a pre-defined set of CLIs.

Wallboard Connect Arc Wallboard Connect is the "soft" equivalent to a traditional LED wallboard. It displays real-time information and can be configured and reconfigured "on-the-fly". With alarms and flashing tiles, the wallboard will alert you when thresholds have been broken. The wallboard will display information about the system as a whole or by queue/department.