Contact Centre Functions and Features

Asterisk Consulting's hosted contact centre solution provides a range of multi-mode communication options compatible with voice, chat, web, and video to support a wide range of communication and collaboration requirements across a multitude of platforms. Such contact centre solutions include the following functions and features which are applicable to businesses and organisations across a number of industries:

Client appl. Module  Description
Clear Interact Advanced contact center system providing free-seating, skill-based routing, value-based routing, individual service levels per task, three different built-in after-call surveys, build-in recording for both quality assurance and on-demand, automatic configuration tools, real-time info, statistics, etc.
ClearAgent The agents/sales-representatives main application for receiving different kind of work items (calls, e-mails, chats, call-backs, campaign calls, etc.). The tool contains personal statistics, information about colleagues and their real-time status, a phonebook, internal messaging, the customers contact information and history, recording tools (e.g. for voice confirmations of orders, documenting threats, etc.), search function, and more.

ClearAgent – Inbound (Phone)

Add-on for all customary customer service functionality handling inbound calls, supplemented with for instance automatic after-call survey, full-media blending, call-back, personal queue, private queue with personal voicemail.

ClearAgent – Telemarketing (Outbound phone)

Add-on for performing outbound campaign calls with preview and progressive dialler algorithms. Special report package.

ClearAgent – Digital medias

Add-on that enable inbound media blending with e-mail, chat and social medias. Statistics and more for supervision purpose.

ClearAgent - Inbound BOT: (Admin & work Items)

Add-on that enable the contact center to queue all kinds of items like specific administrative tasks (credit check, cancellations, crediting), tickets from integrated support systems and such like.

CI InterActive Queue (IVR)

Tightly integrated IVR-functionality that contains customary queue information, hot-prompts (urgent messages), individualized messages/offers, etc. A phone-based tool for prompt administration called AutoAgent is included, enabling administration of prompts from any phone. The users can easily build (and change) flexible menus and numerous queue loops by themselves without any IT-personnel by the graphical interfaces Dynamic Menu and Dynamic Queue (accessible through ClearCoach, described below). Furthermore, the platform enables optional applications for self-service, Customer Voice Portal for natural speech, voice recognition, text-to-speech and much more.


Administrative application for supervisors, sale-team managers etc. All inbound channels, outbound campaigns, competence profiles, tasks, e-mail boxes, Dynamic-tools (to build IVR menus and queues) including interfaces for voice-prompt administration, calendar functions, call recording management, and more. ClearCoach also contains campaign administration tools and a tool for automatic configurations changes at certain times, dates or occasions.
Furthermore there is an advanced tool for supervision of components in the system as well as a log over all changes made to the system’s configuration. ClearCoach provides an authorization system for defining the resource types and individual resources any particular user is permitted to access. For example: it is possible to allocate permissions to a team leader whereby he/she may only access and make changes in relation to the agents or tasks under his/her responsibility.


Application to display real-time graphical statistics over the traffic situation in the centre, the number of outgoing calls, current sales figures, queue situation and agent status (either in groups or individually), etc.


Tool used for collecting statistics from the Database. Enables creation of timetables and thereby automatically exports data to several file formats.

Intelligent Overflow

Optional module to obtain more efficient external overflow to partner call centres. Sense the traffic situation at the external site and perform a more even distributed traffic-flow to avoid peaks and thereby increased costs.

Synchronized Overflow

Add-on to Intelligent Overflow providing explicit call information enabling the partner call centre to screen-pop customer views in a CRM-system and give individualised information in their IVR for instance.

Integration (API)

Different standard API for Workforce Management tools and optional frame-works for integrations with CRM, ERP, trouble ticketing systems, etc.