Business
Communications Manager Intelligent Contact Center
Overview
Business Communications Manager Intelligent Contact Center provides the
capabilities you would expect in large contact centers - advanced features
such as real-time statistics and detailed reporting in a pay-as-you play
business model. All skillsets or agents can be added as your business evolves
and grows taking the traditional call center to a new level. All Business
Communications Manager platforms come with the Intelligent Contact Center
pre-loaded and can be easily activated by downloading a keycode; there’s
no need to install additional software or hardware. Multimedia Contact Center
enhances an Intelligent Contact Center by adding Web presence, converging
Web pages and contact center agents for a unique, interactive customer experience.
Features & Benefits
Prompt response to every call - Calls are answered immediately,
interpreted and routed to the most appropriate agent. If all agents are
busy, the caller can choose to leave a message or wait. When call volume
is unexpectedly high, Expected Wait Time announcements let your callers
know when to expect a response.
An express lane to the right destination - With intelligent
routing, the system prioritizes and routes the calls based on the call’s
source, destination or caller input. Calls can be routed to the agent who
has been idle the longest or the one most qualified to take the call.
Agents empowered and informed - There are a variety of
features designed specifically for the agent. In addition, as soon as the
call is connected, the agent can benefit from optional screen pop applications
that could display a returning customer’s account records on screen.
Agents can then work more efficiently and provide better service.
Configurable system - You can configure the system for
more skillsets than agents, if you wish. You only buy the number of agent
positions and skill sets you need.
Assured service quality - At any time, agents can request
help from a supervisor.
Supervisors can also
monitor or record calls to ensure that quality standards are upheld.
Optimum contact center performance - Performance statistics
displayed on a optional wallboard and updated every few seconds let supervisors
and agents know how well the contact center is doing. Supervisors can also
view real-time and historical reports on their PCs - valuable information
to help them optimize staffing levels, policies and procedures.
Integration with the Web - When Multimedia Contact Center
is used with Intelligent Contact Center, the interaction is enriched with
the visual interface of the Web. For example, customers can click on a Web
page to request a real-timecallback from an agent for a voice conversation
or real-time text chat. Agents and callers can “push” Web pages
to each other. Agents can send screen captures or collaboratively browse
the Web with callers.