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Contact Center - Multimedia

Contact Center – Multimedia is a Microsoft Windows 2000 client/server multimedia contact center application blending e-mail, web and telephony communications using Contact Center Manager Server or Contact Center – Express applications. Contact Center – Multimedia is a modular, software-only solution that can be implemented in stages. The modules are E-mail Manager with Click-to-Call, Multimedia Manager and Web Communication Manager.

Features:

E-mail Manager with Click-to-Call

• Skill-based routing — routes the request to the most qualified agent.
• Advanced scripting — Leverages the same business routing rules for emails and phone calls
• Priority routing for preferred customers’ emails
• Preferred Agent Routing – Queue to Individual Agents
• Key Word Routing for the “To” “From” “Subject” Fields, and email body
• Automated Responses to Frequently Asked Questions
• Consolidated e-mail statistics and reporting capabilities.
• Provides customers with an immediate or scheduled agent call-back through a web-generated request.

Multimedia Manager

• Enables “blending” of electronic transactions with ACD traffic. When combined with Contact Center Manager Server or Contact Center – Express applications, this ensures call routing to the most qualified agent’s desktop.
• Voice blending allows contact centers to provide skill-based routing for Web requests. This routes all media types, voice and electronic, to the most appropriate contact center agent the first time.
• Single point of administration for skillsets, supervisors and agents
• Single Agent Login for Contact Center – Multimedia and Contact Center Manager Server

Web Communication Manager

• Provides real-time, on-line communication and collaboration between agents and customers.
• Text-Chat supports Web-based agent/customer discussions.
• Bi-directional Page Pushing enables customers and agents to push pre-defined or ad hoc web pages to one another.
• Web-on-Hold streams media (i.e. video, images, web pages, etc.) to the customer’s browser while they are waiting for connection to a live agent.
• Click-Stream Tracking tracks customers’ “surfing” activity on an enterprise website.

Benefits:

Contact Center – Multimedia empowers businesses to “Web-enable” their contact centers and expand the way they do business with their customers – anytime, anywhere, anyway. The Web is an ideal place to do business, offering customers unprecedented self-service options that provide reliable, real-time, consistent and anytime access to information and services. Contact Center – Multimedia offers intelligent e-mail routing, call blending, text chat capability, click-to-call features, and the management tools to easily integrate today’s Web-based customer inquiries into the dynamic contact center environment. It Improves first “call” resolution, reduces contact handling costs, improves staff productivity and morale, preserves full contact center investment including integration to business applications, and reduces cost of deployment and total cost of ownership.