Blended Agent Sample Clauses

Blended Agent. The Contractor shall provide Contact Center Blended Agent. This feature adds the predictive dialing features described in 27.2.2.8 and/or the preview dialing features described in 27.2.2.7 to inbound agents. The Bidder shall offer the Contact Center General Features in Table 27.2.2.a. 1 Web Call Web call Web Callback allows CC- Yes Back back functionality a visitor to the Customer’s website 15270CB as described. to leave a callback request so an agent can call back and assist the visitor with their question or issue. Callers can submit callback requests, cancel or reschedule calls, review the status of requests, reroute or escalate calls that are late, or request e-mail or text message notification if a callback is unsuccessful. 2 Web and SMS Web and SMS Web Chat allows a CC- Yes Text Chat text chat functionality visitor to access the Customer’s website 15270TX as described. to engage in real time text chat with agents. Using CenturyLink’s Chat Content Analyzer, agents can select from prioritized answers when responding to Chat interactions. Responses are Line Item Feature Name Feature Description Bidder’s Product Description, Restrictions and Limitations Bidder’s Product Identifier Bidder Meets or Exceeds? Yes or No. assigned probabilities based upon a ‘learning’ process of how often that response is used when key words are detected in an email. Agents can access archived Contact History for chat interactions. 3 Digital Recording Digital recording functionality as described. Call Recording allows inbound calls to the Network ACD to be passed through a recording system to capture agent interactions with their customers. Interaction data such as time of interaction, agent ID, account number, etc. is stored in a database. The Dashboard allows for simple and advanced searches and features various reporting options. CC-14482 Yes 4 Digital Recording- Storage- Gigabyte Storage for the digital recording functionality as described. Storage of recorded files on a per- gigabyte basis. As standard practice, recordings are stored in CenturyLink’s network for up to 12 CC-14484 Yes Line Item Feature Name Feature Description Bidder’s Product Description, Restrictions and Limitations Bidder’s Product Identifier Bidder Meets or Exceeds? Yes or No. months. Customers can request additional months of storage for an additional fee. Alternatively, recordings can be downloaded to a customer-provided server. 5 Collaborative Browsing Collaborative browsing functionality as describ...