Contact Center Software helps optimize agent productivity.
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Press Release Summary:
Operating with Contact Center Suite, Communicator provides contact center representatives with power to efficiently manage interactions. Users can print and email on demand, search and look up customer information, and view all interactions for record. Included Communication Designer provides managers with unlimited possibilities to build and design agent scripts with no limits on number of script pages, quantity of data fields used, or graphics.
Original Press Release:
Amcat Launches Next Generation CTI-Based Agent Productivity Software
- Provides Unlimited Capabilities to Enhance Agent Productivity and Flexibility
OKLAHOMA CITY and MANCHESTER, England, March 15 /-- Amcat, a global leader in customer interaction solutions, today made available for sale its new generation Communicator agent productivity and interaction-design software; it operates with Amcat's Contact Center Suite unified customer interaction solution. Communicator was recently awarded Customer Interaction Solutions magazine's Product of the Year award.
Important characteristics of the new product are:
o More capabilities to serve inbound, outbound, and blended operations
o A focus on agent productivity providing contact center representatives with the power and flexibility to manage interactions more efficiently
o HTML smart client .NET architecture that facilitates data integration
o Features may be extended via "plug-ins" to meet specific requirements
Amcat's CTO Jim Texter explains the rationale behind Communicator, "The product was developed primarily as a result of feedback from our customers who are on the front lines of serving customers and marketing products. Today's contact centers are under pressure to improve the productivity from each interaction while enhancing customer service. This is best achieved by providing representatives with a variety of flexible interaction tools. Communicator does just that: improved record look-up capabilities, enhanced record editing, and a variety of information displays extend the concept of what a contact center representative can do."
He added, "In addition, the contact center representative can accomplish more tasks without asking for assistance from supervisors. For example, in addition to merely scheduling callbacks, agents may now manage their own callbacks. Communicator gives them the tools to resolve issues faster, to be less dependent on supervisors for help and information, and to be more in charge of each interaction."
New and enhanced features include easy methods to:
o Print and email on demand
o Search and look up customer information
o View all interactions for a record
o Enter, save and call alternate customer numbers
o Empower qualified agents to manage their own callbacks
o Edit call records to improve accuracy and reporting
The capabilities above, plus many other new and enhanced tools within Communicator ensure that customer interaction is as efficient and pleasing as possible for all parties and helps to achieve the goals common to all contact centers: improved productivity and sales, great customer service, and lower agent churn.
Communicator also comes with a comprehensive, full-featured script design application, Communication Designer. 'Designer' provides managers with unlimited possibilities to build and design agent scripts. There are no limits on the number of script pages, the quantity of data fields used or graphics, applications or other features. 'Designer' allows script designers to work in an easy-to-use GUI environment or in native HTML mode for more advanced users.
Communicator and Communications Designer support HTML, Visual Basic, Java, and Active X. A new standard feature allows the designer to select from a variety of standard application 'Frames' where several different applications or web sites can be displayed and active simultaneously into which agents can interact. Designer also offers an API for advanced integration.
Key features & benefits of Communication Designer include:
o Automated branch logic. Calls can be routed automatically to specific pages of a script (triggered by variables such as IVR input, ANI or DNIS or data elements within the record) rather than code being written by an IT expert.
o Application Frames - enables non-IT person to set up a number of application frames to assist agent campaigns e.g. access to third party websites, call center statistics (e.g. number of leads generated)
o A variety of script design features such as advanced error checking and MDI support to make the process of building scripts easier and more efficient
About Amcat:
Amcat(TM) is a leading provider of intelligent contact center solutions to power dramatic increases in productivity, agent professionalism, and campaign management flexibility. Amcat solutions enable companies to increase operating efficiencies and to continually enhance the quality, capabilities and services available in their contact center. As a result, contact centers see a dramatic increase in outbound and inbound productivity, a higher level of agent professionalism and the ability to make rapid adjustments to campaigns and operations. Founded in 1991, Amcat has a global customer base of more than 1,100 contact centers. For more information visit www.amcat.com/ or call 1-800-364-5518.
CONTACT: media, Dudley Larus, Vice President, Marketing of Amcat, +1-800-364-5518, ext. 3302, or mobile, +1-678-469-3479, or +dlarus@amcat.com
