storm DTA is an intuitive online agent desktop that can be used as part of a storm CONTACT™ solution for multi-channel contact handling. DTA allows agents to respond dynamically to voice calls, emails, SMS messages, social media messages and web chats using a single intuitive interface. DTA integrates with storm OUTBOUND™, allowing agents to handle outbound dialler calls across multiple campaigns.
Caller information pulled from proprietary or third-party systems can be displayed, allowing agents to greet customers personally. For voice calls, an agent script can be displayed on screen to help agents speak to callers in a consistent manner.
Users can make and receive voice calls via any device - an IP endpoint, a PSTN device, or the DTA Web iPath.
Agents can select completion codes during or after an interaction, allowing the contact data record to be tagged appropriately for real-time monitoring and historical reporting by supervisors and administrators.
DTA includes an intuitive virtual switchboard function, allowing operators to monitor a set of switchboard queues, claim incoming interactions and transfer them to users or other destinations.
Using storm INTEGRATE™ APIs, DTA can be used alongside third-party CRM systems such as Salesforce.com®, Oracle® RightNow CX and Microsoft Lync®, allowing agents to handle interactions and manage their workload using a single intuitive desktop interface. Your system can be configured to include a Toggle Frame button that allows agents to open a CRM manually when working in storm DTA.