• Desktop Integration. Agents view total customer activity on their desktop from all your relevant customer support applications. Integration is accomplished through a range of techniques based on web, Java, ActiveX or terminal emulation.



• Contact Routing Integration. Calls are routed to the resource best equipped to manage the contact using built-in rules. Microlog provides support to host databases through open APIs for customer look-up.



• Contact Management Performance is monitored using pre-defined reports that are generated in real-time or as regular historical reports. Report generation via industry standard reporting packages such as Crystal Reports can also be implemented.



• Voice Server Integration is supported through IVR queuing or CTI direct control using route points, or cooperative routing using existing ACD. We also integrate with existing IVR investments and provide support for VoIP gateway integration.



• E-mail integration is provided through existing e-mail servers. E-mail checks designated boxes for incoming mail and provides template-driven automated e-mail responses to inbound mail. E-mail can also be parsed for keywords to match communications with campaign source, the internal skill required to manage the communication, or routing decisions.



• Fax and scanned hardcopy mail interfaces are supported through existing fax servers (Rightfax is supported out of the box). This feature also provides capability to process faxes through an optical character reader (OCR) to convert fax images into text for parsing. ANI and DNIS can also be used to facilitate routing of faxes as in the case of voice contacts.

Web integration is supported through chat, call-back, and Web-mail.

• Chat provides real-time communication between CSRs and customers on your web site. By pushing a button and filling out basic information on your site, a customer can be queued for a chat session with one of your service representatives.



• Call-back lets customers push a button, fill out a call-back request, and receive a call-back on a primary line (while using cable or DSL modem), cell phone or secondary line. Our call-back facility can also be used with web collaboration for sharing web pages or form filling.



• Web-mail is implemented from a form on your web site. Textual information and requests can be captured and communicated to CSRs in a fashion similar to standard email.



• Other media types, as they evolve, can be easily integrated using our open APIs that are published in our Integration Guide.