Amcat Introduces CTI-based Agent Productivity Software

By Niladri Sekhar Nath

TMCnet Contributing Editor

 

Amcat (News - Alert), a provider of customer interaction solutions, has unveiled its new generation Communicator, agent productivity and interaction-design software. The software works with Amcat's Contact Center Suite unified customer interaction solution.

 

The software comes with more capabilities to serve inbound, outbound, and blended operations and provides contact center representatives with the power and flexibility to manage interactions more efficiently.

 

Communicator has been developed “primarily as a result of feedback from our customers who are on the front lines of serving customers and marketing products. Today’s contact centers are under pressure to improve the productivity from each interaction while enhancing customer service,” said Amcat's CTO Jim Texter in a statement to the press.

 

“This is best achieved by providing representatives with a variety of flexible interaction tools. Communicator does just that: improved record look-up capabilities, enhanced record editing, and a variety of information displays extend the concept of what a contact center representative can do,” Texter explained.

 

With the solution, the contact center representative can accomplish more tasks without asking for assistance from supervisors. Agents are able to even manage their own callbacks and users can print and email on-demand as well as search customer information, save and call alternate customer numbers.

 

Communicator is equipped with a comprehensive, full-featured script design application, Communication Designer. With Designer, managers can build and design agent scripts and Designer allows script designers to work in an easy-to-use GUI environment or in native HTML mode.

 

According to the release, Communicator and Communications Designer support HTML, Visual Basic, Java, and Active X. A new standard feature also allows the designer to select from a variety of standard application Frames where several different applications or web sites can be displayed.

 

Communicator was recently awarded Customer Inter@ction Solutions magazine's Product of the Year award.