LYCOS RETRIEVER 
Contact Center: Agents
built 201 days ago
The PACER is a contact center phone system that handles inbound and outbound calls for a wide range of contact centers. Calls are either initiated by the phone system or accepted from the outside and distributed in an intelligent fashion to your service agents. The PACER includes ACD and IVR components, plus call recording capability. Using industry standard components, the PACER phone system has features and functions that can only be found in large scale PBX’s, but at a fraction of the cost. And the PACER has predictive dialing capability that cannot be found in most of these larger phone systems. The PACER phone system can connect calls to your employees working at home or in a local or remote office.
Source:
Contact center agents rely on a variety of systems and applications to do their jobs each day. Are they using these tools effectively and appropriately? Or are they struggling with them at the expense of delivering high-quality service?
Source:
Customer-centric routing automatically routes customers to the appropriate resource, reducing customer frustration by connecting them to the ideal resource with the right information -- even if that resource is located outside the contact center. Customer-centric routing helps increase first-call resolution rates, increase cross-sell and up-sell rates, and improve agent satisfaction.
Source:
The TotalView Workforce Management system enables contact centers to deliver consistent service with lower operating costs and higher employee morale. It is designed to improve the scheduling and agent management processes in both single and multisite environments. The system's advanced features include skills-based and multimedia scheduling, real-time and historical adherence, intraday and performance management, enterprise reporting and data exchange, vacation and holiday planning as well as short and long-term resource planning. TotalView offers these powerful features with a single-server architecture that enables easy system installation and maintenance.
Source:
"It's an exciting time for contact centers because the barriers that have kept IVR speech technologies and live agents separated from each other have been eliminated," said Gilad Odinak, Founder of Spoken Communications. "Guided Speech IVR(TM) is ushering in the new era of integrated solutions, where agents are able to assist multiple callers -- silently and simultaneously.
Source:
MORE ABOUT
Agents