HOME  >  Solutions Unlimited  >  Contact Centers

Contact Centers

This is probably an industry that is seeing explosive growth, and if the numbers are any indication, will continue to burgeon exponentially over the next decade. In today’s volatile business environment customer is king. The world over, customer services and CRM are the new mantras for success. It comes as no surprise, therefore, that the contact center market is on fire. In such a dynamic global market scenario, it has become imperative to set up, deploy and be up and running in the shortest possible lead times. And that’s where Amdale’s PowerConnect™ Call Center can play an indispensable role.

• PowerConnect™ supports most call centers right out of the box.
  Here is the list:

  • Server-based call centers are supported with world-leading telephony hardware.

  • A wide variety of PBX-based call centers are supported through TAPI, CSTS and through standard middleware.

  • At the time of going to print, VoIP-based call centers are being tested in the labs, and will soon be ready for release
    

• PowerConnect™ Call Center offers all the needed modules right
  inside the box, including:

  • ACD (optimized skills-based most-free, with unlimited skills)

  • Comprehensive data logging and reports. You have the ability to choose between logging database size and log resolution

  • In-the-box Conversation recording for server-based call centers. Listen to conversations on your desktop with enclosed tools.

  • Multi Party conferencing, Barge-in, Private Barge-in coaching mode.
    

• High quality graphical console for supervisors to monitor and control their groups from anywhere.

• Practically every conceivable feature is already pre-packaged.
  Here is a sample:

  • Speaks out Expected Wait Time, number in queue and configurable music to waiting callers

  • Priority Access to Agents

  • Preferred Agent Access by Callers

  • Callers can exit wait queue, leave their number and/or record voice messages

  • Free seating for agents

  • Call Transfer with screen pop

  • After Call Work State (Call wrap) for Agents to wind up work from previous calls

  • IP link from PowerConnect™ Server to CRM is guaranteed reliable
    

• Screen pop on agents’ computers and integration with customers’
  CRMs is easy.

  • PowerConnect™ provides programmable objects that CRM programmers can throw into their project, write a few lines of code and start receiving events from PowerConnect™. Sample code is included for low integration time.

  • PowerConnect™ supports all kinds of CRM models - client-server based, web push-based and Intel NetMerge© integrated

Configuring the call center up is a breeze - simply choose the type from a drop-down list, design your own call center call flow, or choose an existing one out of the list, connect the link and you are ready to go

Inbound, outbound and blended call centers are all available. All outbound dialing techniques - preview, predictive and progressive are supported.