Call Center, Contact Center or Customer Interaction
Center, whatever name you give it, they all operate on near identical
principals of meeting customer needs in real-time or near real-time.
MCCT has the Call Center
Equipment and Rock Solid Applications that your high tech Call Center
will need to survive the future. While the bulk of the work is done
on the extremely stable and widely accepted UNIX platform, the user
interface is on an easy to navigate Windows screen.
All of these modules interact with the SQL Database
that resides on the IVR. Through the Windows screens, information
can be added, retrieved and updated in real time and real time call
and agent accounting may be viewed.
There are two applications running on the IVR.
The first module is the Agent application where at home agents log
in and out, change their call back telephone numbers and can modify
their messages if applicable. Also interoffice agents can log in
and out and change messages if applicable.
Each agent can hear a “whisper” message
to know what product or service he or she is offering, imperative
for the at home agent. The second is the Client application where
callers dial in on a specific telephone number and are able to select
from many options for an agent matching their specific area of interest.
Once the callers makes their choice, they can then connect to the
agent. This application also handles all of the processes required
for connecting the caller to the selected agent seamlessly.
The MCCT Conferencing program can be running concurrent
with the two applications discussed above. This provides conference
‘rooms’ where the caller and the agent can communicate.
These agents can log in to the IVR and, while in a conference ‘room’,
wait for a caller.
As it is MCCT’s intention to leave no questions unanswered
regarding this and all subject matter, please call us at 1-800-GO-4-MCCT
if, at any time, you have any questions or comments.
Key Features
• At Home or In House Agents Monitored by At Home or In House
Supervisors
• Agent Status Views for Supervisors
• Full Reports on Agents
• Direct Recording to Hard Drive for Quality Assurance
• Stable Telecom Standard UNIX Operating System
• Easy Familiar Windows Screens
• Agent Maintenance With a Few Clicks of the Mouse
• Feature Rich Applications
• Conferencing Available in the Same Chassis
• 240 Ports Expandable to 960
• Knowing The Leader in IVR and Call Center Applications and
Equipment is Behind you |
