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Amcat’s Communicator agent software is designed to improve communications and professionalism in contact centers that are working to provide a unified multi-channel face for their customers. Communicator adds functionality to Amcat’s Contact Center Suite unified inbound/outbound and blended contact center management solution.
The agent desktop product automatically routes and/or prioritizes a range of multi-channel communications including voice, e-mail, Web or text to a dedicated agent, group of agents or to other personnel within the enterprise. Communicator allows an agent and agent groups to manage multiple simultaneous contacts depending on the contact type and according to a rules-based configuration.
Key features include:
• Support of Frames – enables non-IT person to set up unlimited number of application frames. Each frame can contain a separate application or display that can assist agent campaigns. e.g. access to third party websites, CRM and back office applications, call centre statistics (e.g. number of leads generated), etc.
• Multiple simultaneous contacts – each agent or agent groups can be configured to receive various types of contacts based on a rules-based system. Example: 1 voice, 3 emails, 3 chats simultaneously at any one time.
• Multiple contact dialing – Agents can try another number, but still remain in the automated system, rather than manually dial.
• Create new records dynamically – Agents can create a record “on-the-fly.”
• Automated branching logic. - The script and data that the agent sees upon receiving a contact can be automatically triggered by variables such as DDI/CLI, IVR input and other rules-based criteria such as data element within the record rather than code being written by IT expert.
• Universal Queue enables agents to respond to communications based on priority/SLAs. e.g. An e-mail could have a guaranteed response time of 24 hours.
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