Multimedia Contact Center
"ACD" for email, chat, and fax   Today’s contact center customers want to contact you in the medium of their choice – voice, email, web chat, fax, SMS, and Walk-in – and expect you to be just as responsive in these media as you are on the phone. As a result, you need a solution that allows you to efficiently integrate and maintain service levels across all contact types, and monitor and report on them.     The solution
The Multimedia Contact Center offering integrates with Contact Center Management, Microsoft® Exchange 2000+, and Microsoft® Office 2000+ to provide ¨        Automated routing of email, web chat, fax, SMS, and Walk-in medias to the longest idle agent ¨        Real-time monitoring of all multimedia agents and queues ¨        Historical reporting of all media types ¨        Agent forecasting for all media types
Contact center benefits Multimedia Contact Center transforms your operation into a fully multimedia-enabled contact center that can ¨         Efficiently deliver service to customers in the media of their choice ¨         Maintain service levels across all contacts, ensuring all customer inquiries are addressed in a timely manner ¨         Capture more detailed customer information than is possible during voice communications ¨         Assist customers in completing online transactions, information queries, or other web-based experiences with web chat ¨         Protect against liability and customer claims with accurate tracking and reporting on all contact types