Unified communications bring business benefits to your contact centre by improving agent productivity, efficiency, and agility.
Inbound calls, faxes and emails are automatically and optimally assigned to the next available agent based on the longest idle time and the highest skill level.
Agent in multiple groups
An agent can be assigned to several queues with different skills
This function means a customer can always be assigned the same contact partner in the contact centre.
Define whether specific customers are to be given preference and, hence, should reach a free agent faster.
Inbound calls for specific subjects can be assigned by wrap-up codes.
Queues are the basis of every contact centre. When all agents are busy, calls, faxes and emails can be dealt with depending on the skill level, the priority and the wait time. Callers on hold can be played announcements.
The caller can leave a call-back request if the wait time in the queue is too long for them. This call back request is sent to the agent’s voicemail.
Callers can be informed of their current waiting position by an announcement.
The myAgent user portal provides agents with convenient functions for processing and wrapping up calls, faxes and emails. The myReports user portal makes it possible for users to create statistics on Contact Centre resource utilisation according to various criteria.
Keep on top of your operations by displaying active telephony statistics in real time on a large display, desktop or mobile device. Live dashboard information is indelibly powerful. It provides instant performance indicators at a glance, allowing managers to react to situations as they happen. You want to know about a high number of lost calls or an unsatisfactory number of sales as it happens, a visual wallboard will allow you to do just that.
With a portfolio unequalled in its breath and flexibility, over 30 years’ experience and three national offices, Evotec are committed to designing, implementing and supporting innovative technology solutions based on the unique requirements of your business.