New Skype Certified product in February — OnState ACD
A call center application for businesses to handle customers’ requests. Unlike many other call centers, it is fully web-based, application window gets its content directly from the web and all configuration takes place in the web, too. To start using it, user must register on company’s webpage, then OnState people will prepare the account for him/her. To give customers opportunity to contact people with different skills in one’s company, user can create Call, Callback and Chat buttons to one’s webpage. About managing workers, user can add their Skype usernames, add skills and assign them to different workers, then the customers’ calls and chats will be routed to available worker that has the needed skill. On configuration page user (technically the administrator) can see the status of all workers (how long they have been available/busy/out to lunch, how many calls have been handled and who is currently on call) and make reports about that. And of course, administrator can make internal calls to workers.
For more information, see http://www.on-state.com