Auto Dialing:
Auto Dialing apply for outgoing calls and means that once an agent has a call beeïdigd, the system calling itself the following contact and switch to the release agent. The only thing the agent have to do is record the horn and call. This functionality is obviously the result that agents are obliged to work. Moreover, they also do not research more and the time is maximized.

Predictive Dialing:
Predictive Dialing is also true for outgoing calls and the system means that the people who should be contacted, even calling and calculated statistical moments. This means for the agents that they need to learn good and efficient, but should be concise and informative during their calls.

Routing Criteria:
When incoming calls can configure the routes according to certain criteria:
1. The capacities of the agents:
One can for example ensure that an experienced agent should answer more calls than an inexperienced agent. In addition, we also eg customers with questions about a specific topic be forwarded to those agents who have a great knowledge on this subject.

2. According to dates and time:
It can when that group agents which campaign will work. A certain group eg half the week with a telemarketing operation works, so only outgoing calls, while another group only receive calls. And in the second half, the roles of the two groups simply changed.

3. According to certain limits:
One can eg the number of receiving calls per agent per day at 30.

These routing criteria can work easily and fairly distributed and there are no overloaded employees or employees who unnoticed too little performance. In addition, we also know what each group of agents working campaign.

Separate log-on:
For each activity within the contact center is another log on. For each agent has the advantage that it only needs to concentrate on the activity which he has logged. When an agent has logged on to a telemarketing campaign is his job just to make calls. Then, the Multimedia Call Center to ensure that he does not receive incoming calls and can fully concentrate on that campaign that he has logged.