Hosted Contact Center Feature Article

Telephony@Work, a provider of adaptive, multichannel IP contact center technology for enterprises and service providers, from Las Vegas today announced the launch of CallCenterAnywhere Enterprise Edition Version 8.0.

A comprehensive, integrated-by-design, multichannel IP contact center solution, CallCenterAnywhere v8.0 provides enterprise contact centers with patent-pending capabilities designed to maximize customer satisfaction and agent retention on a dynamic basis, whereby technology-driven business processes in the contact center are automatically adapted based on customer feedback, agent performance and agent preferences.

Telephony@Works IP contact center solution offers a new set of capabilities, collectively called Dynamic Customer Satisfaction Management (DCSM), spanning various technologies to deliver aspired-to maximum customer satisfaction rates. CallCenterAnywhere Enterprise Edition V.8.0 effectively addresses the problem of how to accurately measure customer satisfaction by measuring it directly, with end-of-transaction surveys that supplement traditional service-level data analysis.

The solution further dynamically implements technology-driven responses to negative customer feedback and adapting routing rules to take account of customer feedback trends for future routing decisions. In v8.0, end-of-transaction survey information can also be leveraged to automatically alert supervisors to relationship emergencies; within seconds of a negatively reviewed transaction, supervisors can listen to buffered call recordings, call the customer back with special offers, and/or discipline the offending agent. As well, DCSM allows customer feedback to be leveraged for the purpose of establishing satisfaction service levels, i.e., data that can drive agent compensation and bonuses.

Enterprise Edition v8.0 also enables agents to define their preference levels in working on various types of calls; their preference can then be taken into account by the CallCenterAnywhere ACD on a weighted basis, along with traditional skills-based variables, outside variables and the new customer satisfaction-based variables introduced in the current release. Agents can define or redefine their preferences as often as they like, whereby the solution will dynamically take those preferences into account on a predefined weighted basis.

CallCenterAnywhere Enterprise Edition 8.0 includes a new Administrative Supervision Manager interface that complements the standard Supervision Manager interface. This new interface enables individual supervisors to create and customize real-time data fields and reporting information in the interface without programming. As such, necessary information can be exactly displayed and teams can be more efficiently managed. This new interface is Web-based, enabling any supervisor to login from any computer and retain his or her fully customized user interface. The interface retains Telephony@Works real-time agent management capabilities include the following abilities: listen to agent calls; view and/or take over agent screens; whisper-coach agents calls; text-chat with agents; send pop-up messages to individual agents or workgroups; and on-the-fly call recording as a supplement to scheduled recordings.

CallCenterAnywhere provides a full suite of built-in comprehensive reports regarding agents, media types and project activity. However, this newest version further offers companies the ability to embed the Crystal Reports viewer in the CallCenterAnywhere Administration Manager interface, enabling custom reports to reside side-by-side with prebuilt CallCenterAnywhere reports. As with previous versions, companies can use Crystal Reports to access the data stored in the CallCenterAnywhere database to produce customized reports, which contain the exact content they require. Those reports now do not need to live outside of the solutions integrated user interfaces.

Finally, Enterprise Edition 8.0 includes a new Campaign Manager interface that provides advanced users with the ability to build complex campaigns more quickly in a drag-and-drop environment. The new Campaign Builder tool provides an icon toolbox that can be easily leveraged to build the routing steps in the contact center. Both inbound and outbound campaigns can be set up using the intuitive drag-and-drop templates provided in the interface.

According to Telephony@Works announcement, CallCenterAnywhere Enterprise Edition is not a black box solution; rather, it is built with an open architecture that leverages Web services under the skin. If the solutions prebuilt menu-driven customization options are found to be insufficient, companies can also leverage published Web services to extend the solutions capabilities as needed to create innovative solutions or add functionality to the user interfaces of third-party products.

Of note, also, the company recently announced the launch of its CallCenterAnywhere Outsourcer Edition Version 8.0.

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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit his archive.