Multimedia Contact Center Benefits
Read on to find out about the benefits of Contact Center Management in advanced routing features, agent productivity tools, and supervisor management.
FEATURE	DESCRIPTION	BENEFIT
Advanced routing features	Multimedia queues Create unlimited email/web chat/fax/SMS/Walk-in queues, such as Support@yourcompany.com, to distribute media types to the longest idle agent in the group.	Optimize the use of queue and agent resources to ensure service levels are met.
	Flexible routing Overflow, interflow, and re-queue email/web chat/fax/SMS/Walk-in sessions, similar to ACD.	Optimizes the use of queue and agent resources to ensure service levels are met.
	Agent groups Route multimedia contacts to one primary agent group and up to three overflow groups.	Optimizes the use of pooled resources resulting in more cost-effective workflow. Deliver consistent process/service.
	Agent "No Answer" handling Set timers for individual media types that specify the duration of time an email/web chat/fax/SMS/Walk-in waits for an agent to answer it before it is re-queued at a higher priority. If the agent does not respond to the request, the system puts the agent in make busy with reason (for the current media type only) and pegs the agent with a re-queued event.	Ensures the longest-waiting contacts have the highest priority.       ^ back to the top
	"Original Agent Not Available Requeue Time" When a customer emails/web chats/faxes back, the system attempts to route the contact back to the original agent. If the agent is not available in a set amount of time, the system offers the contact to a different agent in that agent group.	Shortens response time as the agent does not have to review the contact history prior to responding, which reduces customer wait time and frustration.
	Auto-acknowledgement messages Create unique auto-acknowledgement messages for each email and web chat queue based on time of day.	Notifies customers you have received their inquiry and reassures them you are handling their requests. Also helps to eliminate multiple inquiries.
	Customer tracking Assign unique ticket numbers to each incoming email/web chat/fax/SMS/Walk-in session, linking the customer’s entire history together.	Enables employees to view detailed contact history based on individual case numbers. Enables customers to reference specific contacts.
FEATURE	DESCRIPTION	BENEFIT
Agent productivity tools	Agent availability across media types Enables agents to have a unified login/availability screen across all media types: login/logout, set make busy with reason/remove make busy with reason, do not disturb/remove do not disturb.	Allows agents to store their preferred login IDs to use each day. Eliminates having to log on to multiple applications.
	Customer history Enables agents to view the customer history of previous email/web chat/fax/SMS/Walk-in sessions including the ¨      Current case and all correspondence associated to that contact ¨      Entire history of all contacts, from and to, a customer	Enables agents to review the contact history of customers and provide efficient service.
	Media request transfers Enables an agent who lacks the knowledge required to answer an email/web chat/fax/SMS/Walk-in request, to transfer the request to an alternate agent, queue or email address.	Ensures that the customer receives the correct answers as quickly as possible. ^ back to the top
	Automatic agent identification To transfer an email/web chat/fax/SMS/Walk-in request, the agent only needs to know the name of the agent to which he/she is transferring the request and not the agent’s email address.	Allows for agent mobility. The system identifies the email address when the agent types the name.
	"No Reply Needed" or "Junk Mail" settings Tag a contact with "no reply needed" or "junk mail". If an agent receives an email/fax from a customer and no response is required, the agent can tag the contact with "no reply needed". If an agent receives an email/fax from an unsolicited sales organization, the agent can tag the contact with "junk mail”.	Enables accurate reporting on all contacts. Shows a contact as having been received and not requiring a response.
	FAQ response templates Create a folder of standard company responses to Frequently Asked Questions (FAQs). Multimedia Contact Center automatically adds the appropriate FAQ template information, as identified by the agent, to the reply.	Increases productivity and reduces response times while maintaining quality with uniform responses.
	Account codes Enables agents to enter account codes based on topic.	Enables you to track the level of service provided to customers across all media types consistently.
	Threshold alerting Threshold alerting provides a visual warning to supervisors/agents when the wait time of the longest-waiting email/web chat/fax (in the queue) exceeds the threshold.	Alerts supervisors/agents so they can proactively respond to changes in service level.
		^ back to the top
FEATURE	DESCRIPTION	BENEFIT
Supervisor management	Multimedia reporting You can view, generate, schedule, and share 250 different report types across all contact center elements over any date and time horizon. Presentation-quality tables and charts for all reports are delivered in Microsoft® Excel.	Enables you to easily measure and demonstrate contact center performance against service level objectives and optimize contact center operations.
	Multimedia real-time monitoring You can view real-time displays of agent and queue activity, with customizable monitors and alarm thresholds. Display each agent’s current state, how long they’ve been in that state, when they logged on and off, and more. Queue monitors display real-time queue statistics.	Enables you to proactively manage your contact center based on current conditions. You can track and provide feedback on the performance and shift adherence of individual agents. You can respond immediately to changing traffic volumes and queue conditions to ensure service goals are maintained.
	Multimedia forecasting You can forecast contact center agent requirements based on historical information, average talk times, wrap-up times and service level objectives. You can also perform "what-if" scenarios to better understand the implications of your decisions prior to implementing them.	Enables you to plan and manage contact center resources more effectively in order to meet expected traffic volumes.
		^ back to the top