User guide

Third Party Integration
171
• Secure recording format
• Ability to evaluate agent performance
• Centralized administration
Xarios: Xarios Call Recorder (UK only)
Features include
• Support for 5000 CP
• Up to 20 000 hours of recording
• Express package: search and playback abilities
• Professional package: timelines, user profiles, archiving
• Enterprise package: scalability, in-progress call status, agent scoring
• Web-based administration
• Call notes
Multi-Channel Routing
Integration is available for the following multi-channel routing applications:
• New Media: Adaptive Messaging (UK only)
• New Media: Adaptive Web Assist (UK only)
New Media: Adaptive Messaging (UK only)
Features include
• Support for 5000 CP
• Routing for email, SMS, and fax for Mitel Customer Service Manager
• Extensive message rules systems
• Automatic read and reply
• Support for skills-based routing and multi-channel work blending
• Management console and real-time and historical reports
New Media: Adaptive Web Assist (UK only)
Features include
• Support for 5000CP
• Web chat and Web callback for Mitel Customer Service Manager
• Routing of Web callback and chat requests to the next available employee
• HTML-based