| Product/Service Specific Information |
Inbound Outbound IP Contact Centres
Blended Inbound Outbound call centre software solution:
Key Technologies
CTI
IVR
ACD
Predictive Dialling
VoIP support
Call Centre Workforce Management
Call Recording and Monitoring
Multi-channel inbound and outbound contact modes
Computer Telephony Integration (CTI) is a critical part of any well-managed call centre and is an integral element of Amcat’s Contact Centre Suite.
|
Call Centre Technology Solution
Amcat’s Contact Centre Suite embraces the key technologies that call centres use daily and integrates them into a unified, comprehensive solution.
Amcat software is designed and sold modularly, so you only need to purchase the technology you need to meet your business goals saving your organisation money and reducing complexity.
|
Management
Amcat provides a central, comprehensive call centre workforce management capability with both real-time and historical information reporting.
Amcat provides the tools necessary for management to adapt to events as they happen as well as provide continuous evaluation and opportunities for improvement.
|
Acd routing software
Amcat ACD solutions are CTI-based with the following features and benefits:
CTI screen pops - ANI database lookups
Dynamic call routing - DNIS detection, skills-based routing, blended ACD - inbound integration with Amcat Predictive Dialler.
Customer Self Service - IVR integrated with ACD
Call Blending
Virtual Hold Queue
Service level alerts - can be configured to put out an audio alert on the Management Console(s), display an automatic visual alert on the Management Console(s), email an alert, or any combination of the above.
Automatic operation via day and time project mapping
Comprehensive inbound reporting
Call handling features
Integration available with standard PBXs
Remote agents
|
Dialling Software
Amcat Diallers uses sophisticated software algorithms to maximise the productivity and efficiency of outbound contact centre campaigns.
Configurable algorithm
Flexible architecture -operate in predictive, power, preview, manual or unattended dialler mode.
Configurable area codes
Call progress analysis - Available on a per campaign basis
‘Do Not Call List’ with Outbound regulation compliance
|
IVR- Interactive Voice
The Amcat IVR Self Service Application Builder provides:
Point and click interface and customised scripting capabilities
Access to ODBC standard databases
Sophisticated call flows that enhance services and automate complex processes
Dynamic routing based on skills, priority, and service level
Automated information retrieval and update
Amcat solutions allow call centres to more effectively communicate with their customers via multiple channels including inbound / outbound and blended voice, email, fax and the Web. Amcat call centre solutions increase productivity, reduce operating costs and improve the quality of each contact.
|
