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Flexi CC

Flexi Contact Centre (CC) is a system for sophisticated queue management of different types of incoming contacts, such as Calls, E-mail, Fax and text messages (SMS). All contacts, irrespective of type, are presented via a graphic user interface (Client) in a common queue for the Agents. Different types of contacts can then be given different priorities via a unique point calculation function that considers the customer, type of contact and skill of the logged-in Agents. Flexi CC is administered in operation via a web interface (AdmiTal Web).

...an intelligent queue system – it links the telephony and the business system together and gives comprehensive statistics = Added business advantage!

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Integration with the business system

Flexi CC offers powerful facilities for integration with your business system (CRM), to identify a customer when the call is registered in the queue. This can be done via an ANI-lookup or if the customer enters a customer or telephone number, which is then validated against the database in the business system. When the customer has been identified, the name is displayed in the queue list that all Agents can see. When a call is allocated to an Agent, a so-called screen-pop-up is displayed in their computer, so that the correct customer form is displayed automatically. The Screen-pop-up can be combined with a suitable Wrap-up-Time, so that the Agent can prepare himself or herself before taking the call.

The customer always gets an answer

Flexi CC offers a number of different functions for making queue management as smooth as possible. The person queuing always gets an “busy message”, i.e. a clear and unmistakeable message that there are many people who are calling, the call has been placed in a queue and the estimated waiting time. A “queue message” is played to the person waiting during the queuing time, consisting of a recorded message or another telephone number the caller can call, opening hours etc. At regular times during the queuing time, a “place-in-queue message” is played, i.e. the callers position in the queue.

Base Functions:

  • Client based system
  • Modern and attractive design
  • Free seating
  • Skilled-based-routing
  • Back-office with dynamic skill
  • Built-in schedule for Days, Weeks and Holydays
  • Remember last customer call
  • Greetings when Busy and during Queuing
  • Auto Attendant
  • Agent can logon/logout from a specific queue
  • Overflow to an other queue
  • Warning function when logout from an empty queue
  • Queue position (repetitive) and estimated queuing time


+Functions:


...developed in Sweden for a global market

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