Transforming Contact Management performance with Media Blending

March 21, 2012 - PRLog -- Netcall Telecom, the customer engagement specialist, is pleased to announce the launch of multimedia functionality within its best-in-class automatic call distributor solution (ACD), ContactCentre 59R.

Increasingly organisations are being contacted by customers and prospects using a variety of media. Contact centre managers understand just how challenging it is to manage this traffic, contending with the complex task of matching team skills to multiple channels, managing blended demand and ultimately satisfying customer expectations.

The new functionality within ContactCentre59R includes a single universal queue to integrate email and call handling; real-time activity displayed on agent desktop and supervisor screens simultaneously; Intelligently executed skills-based routing for both emails and call handling as well as full real-time reporting and immediate key indicator visibility.

Mark Holmes, Sales Director explains, “Contact centres are increasingly challenged to manage more with less, yet still satisfy changing customer expectations. As experts in call management, speech recognition, unified communications and business process automation we are committed to a programme of continuous investment to deliver cost effective solutions that support the highest levels of customer engagement. In the next phase of development we are planning to expand interactivity capability with web chat, SMS and Social Media.”

Media blending capability will allow contact centre supervisors to balance the inbound and outbound workload of their agents more effectively - optimising available resource output.

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For further information, please contact:-

Cathy McAuley
Marketing Communications
e: cathy.mcauley@netcall.com
t:  03330 333 6100
www.netcall.com


Notes for Editors

ContactCentre 59R1
A market leading agent call handling interface and unified telephony and data platform with callback, call recording, self-service speech recognition and IVR, resource management and data unification. Integration with an in-house CRM provides correct and up-to-date customer information creating a detailed view of any call and its history for agents to deliver improved contact management performance

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A UK company quoted on the AIM market of the London Stock Exchange. Netcall’s software product suite provides compelling business process solutions for end-to-end customer engagement, incorporating call handling, callback, smart automation, workforce management, data unification and business process management. The Netcall software platform helps organisations to increase productivity and customer satisfaction.

Netcall’s customer base contains over 600 organisations in both the private and public sectors. These include over 68% of the NHS Acute Health Trusts, major telecoms operators such as BT and Cable & Wireless and leading organisations including Interflora, Lloyds TSB, Cineworld, Interserve, Orange, Prudential, British Sugar, and npower.