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Ottawa, CANADA, June 25, 2004 - 6100 Contact Center Solutions has won seven contact center awards in the last four years. But prairieFyre is not one to rest on its laurels. It is constantly striving to improve in its quest to provide the best in contact center software. These future initiatives will be available by early fall.
¨ 6110 Contact Center Management
The supervisor and agent real-time displays will exhibit a scrolling marquee with which supervisors can communicate important messages to all agents immediately.
When the Agent State by Time monitor or the Agent State by Position monitor is open, supervisors will be able to right click an agent’s cell to select and spawn that agent’s Agent Shift monitor.
Agents will be able to open multiple chat sessions.
¨ 6115 Interactive Contact Center
The new Queue Manager will give supervisors even greater control over queues. As always, supervisors can open and close a queue automatically based on the business hours schedule. Soon they will also be able to control the queue based on the number of calls waiting, the length of time the calls waited, and the time and date.
¨ 6120 Contact Center Schedule
The Schedule Builder Wizard is a new wizard that not only leads supervisors through each step as they create a schedule, but once the schedule is created the wizard also points out any irregularities and suggests ways to fix them.
¨ Web collaboration (now available for market trial)
Web Collaboration enables agents and their customers to co-browse Web pages. Agents can assist customers in completing online transactions, information queries, or other Web-based experiences.
And this year we want to introduce something totally new and independent of the contact center - Call Accounting. Call Accounting will help supervisors track call costs, control call costs, and recover call costs. And although Call Accounting is a stand-alone application, it is compatible with 6100 Contact Center Solutions.
Malcolm Teasdale, Vice President, Sales and Marketing states “I’ve had so many clients ask me ‘When will you have a call accounting package?’ Well – it’s here! And we’re very excited about what it offers our clients – tracking call events, reporting call statistics, and defining toll fraud.”
For more information about our latest release and other prairieFyre news, subscribe to the prairieFyre Newsletter. |