Key components that make up the OMNIWorks contact center package include:

• OMNIWorks Customer Interface Manager (CIM) Server -
  skills based contact routing engine available in single or multi-node configurations, with optional redundancy.
  
• OMNIWorks CIM Administrator - graphical configuration and troubleshooting tool for simple user-friendly access to CIM services.
  
• OMNIWorks CIM Manager - graphical contact center management application. Designs and administers agent positions, teams, skills, proficiencies, routing options and
  contact center operations with ease.
  
• OMNIWorks Agent Console - interactive desktop cockpit that includes contact dependent user interfaces such as a Dial Pad softphone for voice calls, Outlook® for email responses and a chat window for text chat. Agent Console includes valuable self-management tools to help agents maximize their productivity.
  
• OMNIWorks Supervisor - real time and historical reporting application that provides management reports to keep contact centers operation at peak efficiency.
  
• OMNIWorks Script Editor - a drag and drop GUI tool to simplify the design of even the most complex CTI enabled contact routing.
  
• OMNIWorks Email - an email interface to POP3 compliant servers to provide auto acknowledgment, skills-based routing and management of email.
  
• OMNIWorks API – Enables integration with 3rd party voice switches

• OMNIWorks IVR - an interactive voice response system provides customers quick, private self-service access to information as an alternative or supplement to live assistance.

Next: OMNIWorks IVR