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Vendor Sheet

FortiVoice Call Center: Tailored Customer Experience and Agent Productivity

FortiVoice Call Center: Tailored Customer Experience and Agent Productivity

FortiVoice Call Center: Tailored Customer Experience and Agent Productivity

Fortinet
Pages 4 Pages

FortiVoice Call Center adds comprehensive contact center capabilities to the FortiVoice unified communications platform. Its intuitive interface enables agents and managers to monitor queues, answer or transfer calls, adjust caller priority, and manage agent availability in real time. Flexible distribution methods include skill-based routing, round robin, sequential routing, least-recently-used selection, and fewest-call assignment. Organizations can customize announcements, queue overflow rules, waiting timeouts, and after-hours handling. Role-based controls allow authorized managers to coach, monitor, record, transfer, or join calls. Service-level alerts identify prolonged waits or queue congestion, while detailed call records, agent activity logs, dashboards, and scheduled HTML, PDF, or

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