Media blending added to ACD solution

Netcall Telecom has announced the launch of multimedia functionality within its 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.