Lexington Call Center System

Description

Telephony solution providing quality voice calls to 200 user devices with routing capabilities to defined business groups in a corrections environment. Groups will have supervisors with ability to monitor agent/customer phone calls and agent status. Agents are required basic phone control capabilities such as answer, hang up, hold, transfer, conference and restricted outside access. Agents will require access to outbound customer calls through a process such as controlled speed dial lists. Real time viewing, historical and statistical reporting required. Supervisory monitoring and recording of inbound and outbound calls and playback of calls will be required. Voicemail required for supervisory staff only. Call in routing and menu options change dependent upon business hours and holiday schedules. All users will reside on local site. Telephony solution integrates to a call recording software such as Audiolog Call recording system. Telephony solution integrates to company database such as SAP S4/HANA via API for Sales Order entry.