LYCOS RETRIEVER 
Call Center Solution: Agents
built 203 days ago
Because the TeleVantage Call Center uses the same interface as your phone system, there's no extra software for agents to master. Agents receive queue calls in the Call Monitor just like personal calls, but with the two firmly divided on their screen. They can ... send their personal calls directly to voice mail to focus totally on queue calls. They begin and end their shift and take breaks using the standard easy personal status pull-down menu or simple phone codes. And when they're on the phone with a customer they have access to the full array of TeleVantage's visual call-handling controls, like fool-proof supervised transfers that ensure no customers get dropped. With TeleVantage new agents get up and running quickly, and stay focused on the single system they need.
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With xSELLerator Hosted Call Center supervisors can monitor, coach, barge or send instant messages to the remote agents. The monitoring feature provides the ability to listen to an agent’s call, coaching allows the supervisor to provide feedback or direction to the agent without the customer hearing and barging allows the supervisor can take over a call to ensure quality. A supervisor can ... send a text message to one agent or to all agents.
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Call Center 5.0 builds upon traditional call center capabilities, adding support for new technologies that lower costs and move customers further along the path to Intelligent Communications. With Call Center 5.0, Avaya offers SIP end-to-end, enabling reduced network service costs, service delivery costs, and even lower endpoint costs with a new value-priced SIP agent telephone. Call Center 5.0 combined with the Avaya Voice Portal, G860 Media Gateway, Interaction Center, and the new SIP Agent telephone deliver more affordable call center solutions.
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BroadSoft (www.broadsoft.com) has announced the BroadWorks Call Center solution, an integrated, full-featured hosted solution for managing customer contacts with all the advanced voice and multimedia applications of BroadWorks. It allows agents to perform call control functions directly from their desktops for IP phones, analog phones, or BroadWorks Communicator softphones. Large and small enterprises can set up call centers anywhere in the world with PCs and a broadband connection, without additional hardware, PC-resident software, or traditional phone lines. Agents can even work remotely with access to all call features, distributing call center functionality to meet the demands of global enterprises.
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The foundation of the solution for Phase 1 of the project begins with Nortel Meridian Option 11C PABX, providing the basic telephony functions as well as the advanced call center agent capabilities. In addition to the Meridian Option 11C, the proposed Symposium Call Center Server (SCCS) acts as the Management Information System of the entire Call Center Application of the PABX.
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Proctor notes that the potential for true Web collaboration and assisted service has been impeded by outdated call center implementations. Imagine this typical customer contact scenario: An agent e-mails a URL to a customer who needs to solve a technical problem. The customer now knows where to find references online, but when the next problem arises, he or she must return to customer support for help. However, if during that first call, the agent uses mixed media to show and explain a technique while demonstrating how to navigate the company's Web site, now the customer's problem is solved and he can find his own answer in the future. "In this scenario," says Proctor, "you have made the user part of the solution-and you now have a more loyal, self-sufficient customer." Next Step: IP Networks
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