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Four Key Elements Define Wave:
- It is a single server modular system that is
pure IP
- Wave has a suite of powerful built-in business
communications applications
- Wave supports a wide variety of endpoints
- Wave has a complete set of management tools
Optional add-on applications are preinstalled and ready-to-run. They can be licensed and dynamically launched at any time. The free 30-day trial license lets you try each application before you buy.
• Wave Contact Center Optimized for
any business unit that interacts with
customers such as technical support,
inside sales, and customer service. Wave
Contact center agents can be located
wherever there is an Internet connection
— at headquarters, in a branch office, or
at home. Agents use the same ViewPoint
application with which they are already
familiar. Administrators maximize customer
satisfaction and agent performance
with enterprise-level contact routing
and queuing. Advanced monitoring and
reporting on virtually any aspect of
contact center operations are included.
• Wave Conference Manager Provides
complete “meet me” conferencing support
for up to 60 parties, plus unlimited
“listen only” conferencing, without the
added costs of a third-party conference
service provider. Users can also create
multi-party conferences on the fly
using ViewPoint.
• Wave Fax Manager An integrated fax
server supports inbound and outbound
faxing.
• Wave Voice Server This fully-integrated
voice application server enables you
to develop and deploy customer-friendly
business-enhancing, self-service applications.
As business needs evolve, use
Wave Voice Server to create your own
library of value-added speech-enabled
applications.
• Wave Super Dialer If your agents or salespeople are making multiple calls and you want them to be as productive as possible, the Wave Super Dialer is the answer. This powerful dialer calls the next contact in a list as soon as the Agent hangs up the previous call. And if the person performing calls gets an answering machine, they can select from a drop down list of pre-recorded messages, and leave the message on the recipient’s voice mail or answering machine. (Super Dialer available 4th Q 2008)
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 Vertical Wave Product Overview
The Wave IP 2500 platform was designed with cost-effective growth in mind. When your business demands
additional capacity, the digital signal processing (DSP) resources on the Wave Integrated Services Card can be
economically upgraded with Media Resource Module (MRM) options.
The Wave IP 2500 Integrated Services Card supports three unique MRM upgrade options that expand the
system’s core telephony, voice processing and VoIP capacity from 4 users on the base platform to a maximum of 350 users (maximum digital/analog and IP user
configuration), along with the full complement of Vertical Wave applications. In addition, the three MRM options allow you to scale resources to optimize application
performance in the most cost-effective manner.
Vertical wave Contact Center
The Vertical Wave Contact Center gives small and medium-sized organizations the tools they need to make
agents more productive and callers more satisfied. Wave Contact Center can make queues accessible by an extension, DID, auto attendant, or dial-by-name directory. Once calls reach the queue, your customer has full control over how they are distributed to agents.
Calls can be sent to the last agent dialed, to the agent who has handled the fewest calls, the agent who has been
idle the longest, the agent with the shortest talk time or to “best” agents first. Other options include ringing all
agent phones simultaneously and round robin. Important callers can be given higher priority, be moved closer to
the head of the queue and reach an agent sooner. Wave Contact Center also offers sophisticated and flexible skills-based call routing to help callers connect to the right agent for the job. Users can distribute calls with various skill requirements to the agent with the best matching skill. Skills are a powerful way to maximize contact center resources and customer satisfaction at the same time, by making sure calls go to the agents who are best equipped to handle them.
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