Contact Center Software supports distributed operations.
July 20, 2007 -
Featuring modular, open architecture, Amcat Interactions provides ACD, IVR, inbound call handling, predictive dialing, email, and SMS. Contact centers are not restricted by artificial or outdated architectural barriers and can utilize platform to view, manage, and allocate all human resources as single pool rather than individual locations or entities. Expanding to thousands of agents, program can be deployed with PSTN, IP Trunking, or as hybrid IP/PSTN configuration.
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|Original Press release |
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New Amcat IP Software Breaks Down Barriers for Supporting Home-Based Agents and Distributed Operations
Amcat Interactions provides the ultimate in flexibility, scalability and management control, while increasing visibility across the entire enterprise
OKLAHOMA CITY and MANCHESTER, United Kingdom, July 10 /- Amcat, a leading provider of intelligent customer contact solutions, has developed new enterprise IP contact center software, Amcat Interactions, that enables contact center managers to overcome the architectural restrictions they face with current systems.
Amcat Interactions: Contact Center Software Without Boundaries
Amcat's latest SIP release overcomes traditional contact center architectural woes. With the Amcat Interactions, contact centers are not restricted by artificial or outdated architectural barriers and can deploy a true enterprise communications platform to:
-- Place agents anywhere as premise, distributed or home-based
-- View, manage and allocate all human resources as a single pool rather than individual locations or entities
-- Route all voice and data traffic to the most appropriate resource, based on predetermined business rules
-- Expand system capacity to thousands of agents as needed
Amcat's "Contact Center Software Without Boundaries(TM)" model overcomes barriers found in most current systems. For example, Amcat's IP design does not require a physical hardware connection, which can limit where an agent can be placed. Amcat's SIP/CTI acts like a comprehensive nervous system and is aware of all resources available throughout an enterprise.
Amcat's IP CTI architecture ties everything together and routes contacts to the appropriate resources with the appropriate data, regardless where the resources are located. This allows users to view, queue and route contacts to any person in a larger enterprise or contact center. Finally, most current systems lack scalability. When maximum contact center size is reached, the only alternative is to start a separate siloed system. The new Amcat IP model can be scaled up to thousands of agents.
What is Amcat Interactions?
Interactions is a comprehensive suite designed on a total IP protocol that provides voice and data communication. The modular open architecture provides centers with the types of communication platforms they need most: ACD, IVR, inbound call handling, predictive dialing, email, SMS and others. Additionally, Amcat Interactions incorporates first party call control with robust IP based PBX for use by the enterprise.
Response to Customer Requirements
Amcat developed its new IP model based on specific customer requirements. Customer research about next generation contact center solutions found the most desired requirements included the ability to:
-- Manage multiple contact centers using a streamlined method
-- Deploy distributed human resources, particularly home agents controlled from a single center
-- Control human resources over a virtual enterprise -- increasing efficiency and reducing costs
-- Integrate voice and data in contact centers with the rest of the enterprise
-- Leverage new interoperability/integration techniques associated with IP
-- Expand to accommodate new technology
"Amcat expects an accelerated deployment of home-based agents over the next five years," said Jim Texter, Amcat senior vice president and chief technology officer. "Amcat Interactions embraces distributed resources. We are making full use of SIP-based standards to create an enterprise IP system that is fully aware of all resources, and can route and manage voice and data contacts over an enterprise."
Texter added, "Amcat's comprehensive suite of contact center applications also provides an excellent foundation and migration path to a Software as a Service environment for both the call center and the enterprise."
Amcat Interactions can be deployed with the public switched telephone network (PSTN), with IP Trunking or as a hybrid IP/PSTN configuration. Easy deployment and configuration is facilitated by Amcat Portalis Gateway, which can attach to any protocol required.
Amcat's new generation contact center software, which was recently awarded the 2007 IP Contact Center Technology Pioneer Award, is built to a "Contact Center Software Without Boundaries" model.
Amcat(TM) customer interaction management solutions help companies grow their business while providing the flexibility to adapt to changing business requirements. Amcat's contact center software is scalable, allowing businesses to expand while their communication infrastructure scales and grows with them. Built from decades of customer care expertise, Amcat solutions are easy to use and reliable, driving more productive customer interactions. Today, Amcat is helping over 2,000 companies grow their business while increasing revenue, reducing costs, improving customer service and adapting to market change. That's Amcat. Smart contact. Smart business. For more information visit http://www.amcat.com/ or call 1-800-364-5518.