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Contact Center Software: Amcat Interactions
built 142 days ago
Aspect Software, Inc. founded the contact center industry and is now the world's largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe. Its pioneering Unified IP™ Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow. PerformanceEdge™, the industry's first fully synchronized contact center optimization suite combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company's trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific.
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Amcat's Contact Center Suite is an integrated suite of contact center software applications including inbound call routing and outbound contact with predictive dialing. The Suite enables businesses to manage contacts, information flow, and workforce more effectively and profitably in a single, unified solution. The Suite provides DNC compliance features including blocking any records on DNC lists, and allows agents to add customers in real time to campaign specific or system-wide DNC lists. Amcat accesses records in real time directly from the database to ensure that DNC data is always current. Responding to their clients' requests for greater control in regards to managing dynamic DNC regulations, Amcat looked to Gryphon's compliance services to enhance the Suites existing capabilities.
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Amcat's Contact Center Suite allows mortgage companies to dramatically increase customer contact productivity. For example, the Amcat outbound capability uses records selected from the Mortgage iQ CRM to create highly targeted customer contact campaigns. The system does all the work to automatically connect live calls with representatives. The agent scripting package guides representatives through the loan qualifying process. Representatives can capture an unlimited amount of qualification data and logical script branching keeps the process on track.
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In its customer contact center, ShopNBC recently introduced a new tool called One View. One View enables agents to view all customer information on one screen. With Envision Click2Coach, ShopNBC quickly trained all of the agents to use the tool correctly thereby assessing customer needs and information faster. Not only are agents in the customer contact center benefiting from the Envision Click2Coach solution but ShopNBC is using it in other parts of its business to help achieve its corporate goal of excellent customer service. For example, the Customer Service Operations group, who rarely deals with customers, uses the tool to monitor interactions with vendors. ShopNBC ... uses customer recordings from Envision Click2Coach to help corporate executives better understand customer needs.
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Since the product's introduction, Customer Interaction Center has proven effective for formal and informal contact centers, as well as for the business users inside the organization. CIC 2.4 builds upon these enterprise telephony capabilities with enhancements to the product's voice messaging system. These enhancements include speech-enabled command and control, as well as the addition of configurable voice mail menus that mimic pre-existing system options for reduced training requirements.
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Avaya Inc., which is a name to reckon with as a provider of business communications applications for the contact center industry has added two more offerings to its roster of software applications for contact centers. These are the Avaya Customer Interaction Express and Avaya Meeting Exchange Express. The Avaya Customer Interaction Express is targeted at the midsized businesses whereas the Avaya Meeting Exchange Express is an audio conferencing software for SMBs. The solutions are geared toward advanced customer care operations; incoming and outgoing customer transactions across multiple media channels are managed through these applications.
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Amcat Interactions