The Multimedia Call Center application on the BCM allows small or medium-sized businesses to leverage their Web investment by allowing them to voice- and chat-enable their Web site.
The appropriate Web pages can have voice buttons (Multimedia enabled) installed to encourage customers to contact the business’ Call Center. As customers are surfing Web sites, they can click a Multimedia voice button to talk or chat with the appropriate customer service representative. The user is then asked how he or she wants to communicate – by text or by a voice call.
Callers with a separate Internet connection and PSTN voice lines can have a PSTN voice call and/or chat while they view, receive, or send Web pages to agents. Callers who have only one connection for both the Internet and voice are able to use chat but will not have a voice connection.
Blended Call Treatment
When a caller clicks the Multimedia Call Center voice button, this action places a request for an agent into the business’ Call Center. The treatment and flow of this request is governed by the rules established in the
Multimedia Call Center’s Intelligent Routing. The application blends all contacts regardless of source and media type.
The Call Center administrator establishes the rules for blending all incoming contacts and routes them
accordingly. The rules established consider the source, destination, media and resources available to respond to contacts. Requests that come in from the Web can be given priorities, can overflow and have their priority changed in the same manner as PSTN requests.
Web Messages
If an agent is not immediately available, the caller can receive periodic HTML messages (Web Refresh)
programmed by the Call Center administrator. The messages can thank callers for their interest, inform them that no agents are currently available and tell them that they will be connected to the first available agent. The customer will receive text messages in the same manner as if they had placed a 1-800 call into the business. As callers wait, they can receive additional update text messages thanking them for their patience and encouraging them to hold.
Web Sync
When the request reaches an agent, he or she is presented with the Web page that the customer was visiting. This feature allows the agent to provide the customer with context-specific support.
Web Page Push/Pull
The agent can push Web pages of information to the caller and the caller can push pages to the agents. This Page Push/Pull capability significantly increases the amount of information that can be shared between customers and agents. Increased customer satisfaction and employee efficiency quickly translates to greater revenue at a lower cost.
The Multimedia Call Center in the BCM supports:
• Click for agent
• Chat
• Page Push/Pull and Follow-me browsing.
• Page Push/Pull:
• Allows the agent to send pages to the caller as they are discussing alternatives
• Allows the customer to send pages to the agent. For example, if the customer was considering a competitor’s product, he or she could send the appropriate page to the agent for comments.
The Multimedia Call Center Application has common programming and user interfaces. The programming is the same as the existing Call Center programming that is a natural extension of BCM messaging application. By adding the Multimedia Call Center application, a business can leverage its relationship with the Business Communications Manager and migrate or upgrade customers to services offered by a Web-enabled call center.
Call Center Reporting
Reporting for Call Center is a complete, turnkey solution that delivers real-time displays and historical reports of call center activity. These real-time displays include visual alarms and thresholds levels that enable team leaders to quickly resolve potential problems.
A flexible, Web-based reporting package, Reporting for Call Center does not require the installation of client software. Call center managers can easily point their browser to the Reporting for Call Center Web server and access specific information anywhere on the IP network.
Reporting for Call Center helps manage the peaks and troughs in call traffic. It provides information such as call waiting times, queue length and agent status. Reporting for Call Center provides a comprehensive range of management reports that includes information critical for accurate business planning. In addition, it supports multiple Wallboards, which can be individually configured to display the information that the agents require. All of this information helps a Call Center to run more efficiently. Having the right information allows a manager to respond to problems in a timely manner.
The Reporting for Call Center functionality is standard with Professional Call Center and optional with Basic Call Center.
The Reporting for Call Center software:
• Provides real-time status displays, current reports and historical reports that can be accessed at either a system level or a skillset level
• Supports 16 multiple wallboards, or unlimited ipView wallboards
• Provides password protection
• Reports information for Supervising, Multiple Agent Logins
• Provides open, standards-based data stream available for third-party call center applications such as Work Force Management
• Allows export of all reports so that they can be worked with in other applications, such as Crystal Reports
• Is consolidated with Hunt Group and IVR data so that customers can leverage the reporting package for a consolidated view of performance metrics.