B3Works is a softphone application based on Desktop, Mobile, and Webphone Applications that can be used by end users to carry out communication activities, such as making phone calls and chatting. B3Works CTI simplifies call management and provides Contact Center access to relevant information about callers. This information can enable your business to personalize the Customer Experience, increase efficiency and streamline Contact Center operations for customers and agents. B3Works CTI offers several features, including: - Leads Management: Generate Leads automatically when making outgoing calls, and renew Leads automatically after outgoing and incoming calls end. - Agent Status: Each Agent has a different situation, Agent can adjust the status (Available/Busy/Away/Offline). - Auto Attendant: Personalize the customer journey and offer self-service voice options with a flexible graphical IVR solution. - Queue Management: Lots of features to optimize queue management in your contact center. Service levels, skill attribution, personalized queues, automatic callback options, etc. - Advanced Call Routing: With this feature, you can use Ring All / Round Robin / Skill Based / Sticky Agent Routing. - Communications Hub: Monitor your call center data while an agent is on the call to make quick decisions and increase your operating efficiency. - Supervisor Tools: With dedicated tools, supervisors can access active call monitoring (call barges, call spies, whispers), and queue management, with detailed agent performance history.