BCM50 Intelligent Contact Center (1 SkillSet, 2 Agents)
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.
Key Features:
-Intelligent Contact Center and Multimedia Contact Center are keycode options on Business Communications Manager 50, 200 and 400 requiring no additional hardware.
-Skill-based routing directs the caller to the appropriate support person for large contact center functionality at a small business price.
-Intelligent routing based on source, destination, or caller input allows calls to be handled more efficiently.
-Real-time and historical reporting provides accurate detailed reports for the Contact Center Supervisor.
-Performance statics displayed on a wallboard and updated every few seconds allows supervisors and agents know how well the contact center is performing.
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.
