Contact Center Software enables adapatable migration to IP.
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Press Release Summary:
Enterprise IP contact center model, Amcat Interactions, is adaptable to changing business requirements. Built to Contact Center Software without Boundaries(TM) design, scalable solution incorporates support for multi-location, distributed, or home-based agents; promotes agent visibility as well as control over agents and resources; and enables company-wide customer communications. Other features include virtual resource access and support for multimedia contact methods.
Original Press Release:
Amcat's New Enterprise IP Contact Center Model Designed for Adaptability
Amcat Identifies Seven Critical Requirements for Any IP Contact Center Model
OKLAHOMA CITY and MANCHESTER, England, June 21 -- Amcat, a leading provider of intelligent customer interaction solutions, is developing a new enterprise IP contact center model, Amcat Interactions, that is highly adaptable to changing business requirements, helping companies increase productivity while decreasing costs.
Compared to hardware-oriented systems, Amcat's new generation contact center software is built to a "Contact Center Software without Boundaries(TM)" design that incorporates seven critical requirements to deliver greater flexibility, services and cost savings to its customers:
-- Support multi-location, distributed or home-based agents. With an IP model, agents are accessible anyplace and anytime, and often through the Internet, expanding the number and skill level of resources available.
-- Provide visibility and control of agents and resources wherever they are located. With the IP model, managers have increased visibility and control of operations and agents, both premise-based and remote, to more effectively optimize traffic, projects and resources over an enterprise.
-- Extend customer communications company-wide and to virtual resources. IP contact centers can easily extend communications to all resources, wherever they are located, eliminating redundant hardware-based PBXs and linking knowledge experts, non-contact center departments and resources to the contact center to enable faster problem resolution.
-- Support multi-media contact methods. IP contact center solutions are based on integrated IP software and designed to handle all contact types -- emails, voice, text and Web -- through a common communications platform, which increases customer services without adding costs.
-- Easily integrate with CRM and back-office systems. The new IP application suites are based on the latest software standards, including SIP, .NET, and plug-in technology, which easily adapt to your changing business requirements, facilitating straightforward application integration.
-- Be scalable to thousands of agents. Unlike traditional hardware systems, which are based on physical telephony connections, IP contact centers are not reliant on physical connections or costly hardware and can easily scale to include remote agents and distributed sites.
-- Provide a straightforward migration path to IP. IP solutions are designed to integrate with existing technology to provide extended life for current investments, while providing a clear path to IP interaction management.
"Customer requirements, business expansions, compliance, production demands and cost constraints require flexible software applications to work together as elements of a tightly knit IP software suite," said Richard Costello, Amcat president. "Amcat Interactions, the next generation IP contact center software, will do just that. It delivers features and functionality that customers are demanding -- faster problem resolution, enhanced customer services, greater freedom from costly telecommunications hardware, increased productivity -- all without adding costs."
Amcat's IP solution, Amcat Interactions, builds on a customer's existing contact center technology and delivers unprecedented capabilities using hybrid and pure VoIP configurations.
About Amcat
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 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 www.amcat.com/ or call 1-800-364-5518.
Contact
Star VanderHaar
Arketi Group
404.929.0091 x205
