Fenero Contact Center Agent was designed to be a very easy-to-use application for handling customer interactions. It allows agents to login to handle calls or emails, view detailed contact information, places calls on hold or perform transfers and conferences, and disposition each interaction for tracking and reporting purposes.
Campaigns and queues can be configured to launch Web-based CRM applications or other Web-accessible tools once a call arrives to the agent’s desktop, supplying the applications with any contact information available in Fenero Contact Center. They can also alert agents via message whispers or screen pops to help identify the source of the interaction.
Finally, Fenero Contact Center provides representatives with the tools needed to respond to emails, perform scheduled callbacks, manual outbound calls, contact lookup and interact with IVRs without leaving their browser