Multichannel Blending, BI Reporting, and Permissions-Based Web Interface added to Contact Expert’s already Impressive List of Features
Contact Expert (CE) brings Skype for Business (SkypeB) into the contact centre. Empowering organizations with multichannel communication that lets them provide a seamless experience for their customers, regardless of channel, CE delivers intelligent call routing and queuing, IVR, call recording and callback, alongside comprehensive management and supervisor tools. But with the addition of advanced inbound/outbound multichannel blending, critical Business Intelligence (BI) reporting, as well as a new, permissions-based web interface, CE has just got a whole lot more powerful.
Merging the boundaries of inbound and outbound contact, CE manages the complexities of multichannel contact. Embracing all types communication, including voice, email, chat, and social media, CE regulates outbound volume based on inbound traffic. Switching agents automatically between inbound channels and outbound tasks, CE deploys resources flexibly through the peaks and troughs of traffic, boosting agent productivity and enabling inbound service levels to be met.
Business Intelligence Reporting
CE now delivers one of the most insightful and customizable BI reporting solutions available to contact centres today. Underpinned by Microsoft’s impressive PowerPivot technology, data can be accessed in customizable, easy-to-understand formats for fast, informed business decisions. From yearly to one minute intervals, supervisors can drill down, rank, sort and filter information to gain insight into causes, effects and trends, for identifying best practices and pinpointing opportunities for improving quality
Permissions-Based Web Interface
CE’s administrator and supervisor interface has been radically enhanced with multi-level access control, skill assignment and queue management, to enable contact centres to operate at optimum efficiency and peak productivity. Reports and alert thresholds are easily customized, and enhanced supervisor access lets managers listen-in, coach and participate in calls. Real-time management information also enables the monitoring and tracking of live interactions across all media channels.