1. On-demand Contact CenterServices

Agent Administration
 1.Assign seats/agents to GCIP tenants
 2.Delegate web based administration of agents, skills, groups to end users
Routing Design & Configuration
 1.Allow end users to visually modify template based routing strategies
 2.As a service provider granularly define what customers are allowed to do/change
Real-time Monitoring
 1.Provides real-time insight into current agent status, queue statistics (wait time, number

calls waiting, …) through the portal
Agent and Supervisor Desktop
 1.Exposes CTI functionality (Answer, Hold, Transfer, Screen Pop, …) and email handling
 2.Provides queue management features to Supervisors
Historical Reports and Statistics PortalInitial