Unified Contact Center Applications
Unified IP solutions support comprehensive applications for contact center voice and data communications.
Communication platforms that call centers need most:
• Intelligent contact routing and ACD
• Proactive outbound contact
• IVR, self service, and speech
• Multi-media applications including email, Web, text, and web call back
• Business Insight including historical reports and real time statistics
• Call Recording
• Quality assurance and monitoring
Unified Solutions Meet the Five Top Contact Center Requirements
As contact centers grow toward distributed contact centers, old technologies and architectures can come up short.
Unified systems meet the needs of home-based agents, dynamic agent groups, remote employees and multi-site centers
Customer research on next generation contact center solutions found the top five desired requirements are:
1. The ability to manage multiple contact centers using a streamlined method
2. Deploying distributed human resources, particularly home agents controlled from a single center
3. Controling all human resources over a virtual enterprise – increasing efficiency and reducing costs
4. Integrating voice and data both in contact centers and with the rest of the enterprise
5. Unifying the operations of ACD, IVR, PBX, and Predictive Dialers so that they share data and work together
New unified IP architecture models overcome traditional contact center woes because contact centers aren’t restricted by artificial or outdated architectural barriers. They can simply deploy a true unified enterprise communications platform to:
• Place agents anywhere as premise, distributed, or home-based
• View, manage, and allocate all human resources as a single pool rather than individual locations or entities
• Route all voice and data traffic to the most appropriate resource, based on predetermined business rules
• Expand system capacity to thousands of agents as needed
IP CTI architecture such as Amcat’s “Contact Center Software Without Boundaries™” ties all software components and enterprise needs together and allows users to view, queue, and route contacts to ANY person in a larger enterprise. The design doesn’t require a physical hardware connection, which can limit where an agent can be placed. The system acts like a comprehensive nervous system and is aware of all resources available throughout an enterprise. White paper on unified IP contact centers: http://www.amcat.com/iamcat-chapter1
Learn More
Learn more about unified communications by contacting Amcat at 800-364-5518, or at smart@amcat.com. Or visit our website at www.amcat.com.
Example of distributed and unified IP contact centers making and taking calls in several regions with distributed agents.
