Call Center Services Division
MCI has announced the introduction of a comprehensive set of solutions for call centers from the company's new Call Center Services division (MCI CCS). The Call Center Services division provides solutions in three different areas: call center outsourcing, call center consulting and call center automation.

For call center outsourcing, MCI will provide complete or partial management and support of inbound, outbound and/or integrated calling services. Through MCI CCS, MCI can operate as a company's customer service and support center or implement a customized call center program leveraging MCI facilities.

For call center consulting, MCI CCS provides a range of advisory and implementation services to assist businesses in every phase of call center operation and management. MCI CCS offers counsel on network and systems architecture, workforce management and development and even selecting and designing physical call center sites.

Premise- And Network-Based Solutions
MCI CCS also announced the expansion of its portfolio of customized call center automation and technology services with the introduction of premise- and network-based solutions.

Premise-based solutions are designed to incorporate world-class on-site technology platforms from industry-leading vendors that meet specific requirements and provide scalability for the future. MCI CCS provides systems integration services and identifies, obtains and maintains a package of premise-based hardware, software and services, including ACDs, IVRs, workstations, dialers and CTI middleware.

Network-based solutions from MCI CCS are designed to provide seamless applications, complete project management and, like premise-based solutions, "best-of-breed" next-generation call center technology. With these applications, customers can relocate or eliminate site-specific call processing equipment since the functionality is migrated to MCI's intelligent network to increase efficiencies and minimize downtime. MCI engineers its network-based solutions with modular architecture so upgrades to ACD, IVR, predictive dialer, client/server and CTI systems are automatically implemented into the MCI network.

Additional components that form MCI CCS's automation portfolio include: MCI Network IVRSM, which supports a variety of applications to provide access to and deliver automated, host-retained data such as account balance inquiries, billing status, order confirmations, payment authorizations and other consumer service functions; and Interactive TelePromotions, which are designed to increase the effectiveness of promotional campaigns by combining computing and telecommunications technologies.

Operator Services Solution
MCI also announced MCI AnswerNet Live, an operator services solution package designed to allow call centers to increase the number of calls answered without increasing personnel and better manage their toll-free traffic.

AnswerNet Live gives businesses the ability to partially or completely off-load their toll-free traffic and eliminate busy signals. Through MCI's toll-free routing schemes (i.e., time of day, day of the week, or percentage of incoming volume), the call is sent to a MCI operator, where at least 80 percent of the calls are answered within 30 seconds.

MCI AnswerNet Live operators provide three basic services: Live Direct Response - MCI operators collect basic information from the caller, such as name, address and telephone number; Live Survey Plus - MCI operators ask callers a set of predefined questions and input the callers' responses; and Live Order Entry - MCI operators accept orders for up to 50 items, capturing shipping information and complete, immediate credit card approval. With MCI AnswerNet Live, MCI operators can transfer calls to the client's customer service or sales center; caller information is delivered to customers 24 hours a day, seven days a week; Canadian calls can be accepted by extending call coverage; and online card processing is available.

Automated Employment Interviewing
MCI also announced the release of networkMCI Interview, a fully automated telephone screening process. networkMCI Interview uses toll-free service and advanced, network-based computer software to allow customers to screen callers and immediately capture responses for a series of 82 predefined "yes/no" questions based on a set of behavioral traits.

With networkMCI Interview, each applicant's touch-tone responses are timed and recorded for every question. Other personal data including the caller's name and address are verbally recorded to ensure confidentiality and to reduce duplication. Results for each applicant are tabulated and scored for each question and category, and reports for every interview can be retrieved by the company instantly via toll- free access, fax or PC bulletin board. In addition, standard reports for the entire application are available on a daily, weekly or monthly basis. networkMCI Interview also generates an additional bank of open- ended questions for use in follow-up, in-person interviews. Employers can also customize networkMCI Interview to their company by inserting 10 of their own questions into the script.

For more information, contact Cal Jackson at 800-644-NEWS.