Worksmart's enterprise-wide ACD is tailored to serve the SMB market, where all of the upfront capital and management cost is removed from the customer. As part of our Smartsuite Call Center value pack, enterprise-wide ACD offers a very simple yet robust function with redundancy in place. Running over PanTerra’s award-winning on-demand SaaS platform, your agents can be located anywhere in the world and still be part of your call queue. PanTerra enterprise-wide ACD provides advanced live monitoring features with options of listening, conferencing and coaching. Your call center supervisors or administrators can monitor agents’ calls to ensure better performance and superior customer satisfaction.

Smartsuite Call Center offers the following key features:

• Intelligent dialer
• Call center real-time reporting
• Logic-based routing
• Music on hold and recorded messages
• ACD live monitoring
• Silent/whisper/barge-in mode
• Call queuing
• Enterprise-wide automatic call distribution

Worsmart's ACD call queuing is a sophisticated queuing system that enables your call center to accept more calls into your PBX than your agents are capable of answering at any one time. It is ideal for managing and distributing incoming calls so you can give your customers that extra added attention. With ACD call queuing, you never lose a customer because your agents could not answer the call. Your customers are answered automatically and held in a queue while all your agents are busy. While waiting for an agent, customers receive a greeting message followed by on-hold music. Worksmart's ACD call queuing is user-friendly and offers web based access to easily setup and customize it to fit your business needs, such as setting up multiple call queues.

ACD Call Queuing offers the following key features:

• Automatic answering
• Music on hold
• Web-based management
• Call queuing on/off configurability

Worksmart's call center service improves the quality of customer service and agent training with a centralized recording service in three different patterns determined by your preference – dynamic, random and regular. Dynamic call recording is agent specific and records during the course of a call conducted by a particular agent. Random call recording is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded. Regular call recording is used to record all calls in a certain queue or to a certain agent. Call recording can be easily turned on or off at a user-friendly agent or admin dashboard.

Call Recording offers the following key features:

• Dynamic call recording – is agent specific and during the course of a call conducted by a particular agent can be recorded.
• Random call recording - is determined by the call center at a pre-designated pattern, such as one out of every certain number of calls to be recorded.
• Regular call recording - is to record all ACD calls in a certain queue or a certain agent.

Worksmart's Smartcast intelligent dialer is an advanced progressive dialer and is capable of connecting agents to the called party quicker, therefore dramatically decreasing your drop-off rate. PanTerra's proprietary SaaS architecture ensures our dialer exceeds customer expectations on performance and call quality. Most important, our technology empowers our service offering to be more competitive with bundled minutes of usage. Call centers are able to control their campaigns through our web based interface including live monitoring, real-time reporting, scripts, starting time and much more at a fixed predictable cost.

Smartcast Intelligent OUtbound Dialer offers the following key features:

• Multiple simultaneous campaigns
• Configurable dialing parameters
• Real-time campaign reports
• Campaign scripts
• Call supervision monitoring
• Coordinated wrap up

Worksmart's Secure IM goes beyond just another instant messaging application. It is the unified communications client for all Worksmart communications, messaging and collaboration services. The growth and popularity of IM is a result primarily of its communications immediacy. However, with the advent of so many differnt IM platforms, many of which are not secure or manageable, businesses has no clue of their communicnations flow or more importantly of their information safety.

Worksmart's Secure IM provides encryption, content logging and archiving. It also provides a completely federated interface, aggregating AOL, MSN and Yahoo IM clients as well. Now you can have a single IM client interface on your desktop instead of all the clutter of multiple IM clients. Most importantly, many other applications can be launched from the Worksmart IM client, without the need for running an Internet browser. Communications and collaborations can be conducted by a simple click, such as softphone click-to-call, file transfer, web and video conference, instant conference, desktop share and remote desktop access.

Secure IM offers the following key features:

• Real-time AES encryption
• Local message archive
• IM Presence - “online”, “away”, “idle”, “on the phone”, or more customized options
• Instant conference
• Instant secure file transfer
• Public IM federation (AOL, MSN, Yahoo)
• Softphone for PC-based SIP calls