Fax Queuing

Faxing is not a thing of the past. People’s familiarity with faxing and an ever increasing regulatory environment means that faxing continues to be a critical organizational requirement. Many companies still rely on the paper trail of signatures and use faxes as the preferred order-taking medium.

Fax Queuing improves the access, control and security of fax communication. Customers send signed orders and other important documents directly to your contact center.

As a fully integrated module of Zeacom Communications Center (ZCC), Fax Queuing applies all the skills-based routing and queuing parameters of ZCC to your customers’ faxes. You can direct faxes to specific individuals or departments that are best equipped to respond to them.

Fax Queuing is also fully integrated into ZCC’s comprehensive reporting package. Contact center managers have a complete picture of all customer contacts, incorporating all media.

Fax Queuing requires Agent Desktop in order to log in and take delivery of faxes on the desktop PC. You no longer need to wait at the fax machine for faxes to arrive, or miss them because they’ve got caught up in a pile of print-outs for somebody else. With Fax Queuing you can view and/or print the fax at your own discretion, at the best time for you and the contact center.

Business Drivers

• Signatures on faxes are still the only electronic legal tender used by some organizations. Maximize the sale opportunities for your business by giving potential customers a simple way send signed orders through to immediately begin the purchase process.
  
• Give your customers instant contact with agents in your contact center, minimizing misplaced orders and delay frustrations.
  
• Reduce paper confusion and interruptions by providing your contact center agents with the ability to view faxes on screen.
  
• By instantly responding to the inbound fax request, your agents can maintain a fluid process that is easily tracked as required.
  
• Centralize the management of all forms of customer interaction within a single environment.
  
• Improve efficiency and productivity of your contact center by applying skills-based routing to all communications.
  
• Centralized reporting on all contact methods gives managers the tools they need to maximize contact center productivity.

Features of Fax Queuing

Fax Queuing provides the following functionality:

• All the functionality of ZCC such as skills-based routing, reports, operating modes, etc. are available in Fax Queuing.
  
• Agents can reply to faxes they receive from fax queues via Desktop.
  
• Queue and agent data can be reported on via the Queue Fax Report.
  
• Queue and agent data can be reported on via the Queue Fax Report.
  
• A central repository of custom fax reply templates can be created using the Template Editor Tool.
  
• Single administration interface for setting up agents for dedicated or blended delivery
  
• Supervisors can view both details about and content of previously handled faxes via a Fax Media Viewer.
  
• As well as the Media Viewer, an immediate “safety net” or administrative backup option is available, allowing each agent, or each queue, to automatically print all faxes either on arrival in the queue, or on delivery to the agent. Zeacom security options determine how this functionality should be controlled, i.e., by the agent, supervisor or Administrator.

Benefits of Fax Queuing

Fax Queuing offers some unique benefits:

• Fax Queuing gives the customer the option of committing to a sale with a confirmed, signed order – this is not available in any medium other than hand delivery or face-to-face.
  
• Fax Queuing is easy to use for both customer and agents, saving the time and expense associated with training.
  
• Customer service levels and sales revenues can be dramatically improved by offering the ability to send an order directly.
  
• Skills-based routing ensures that faxes are directed to the agent best able to handle them, in the same way that calls are. This improves customer service and reduces handling time.
  
• The module includes powerful reporting tools, bringing the monitoring of fax contacts into the realm of contact centers.
  
• Zeacom provides a single, fully integrated solution for telephone, fax and web based contacts.
  
• Replying to faxes via Desktop is more time efficient than the usual 3-step method of print, pick up and send fax, which often involves visiting a fax machine in another part of the office.
  
• Fax traffic can be reported on for contact center performance analysis. This allows supervisors and managers to apply standard contact center analysis to this media type.
  
• The use of standard fax reply templates guides agents in their replies, ensuring targeted responses that comply with the contact center’s communications standards.
  
• With the option available to print backup confirmation, many managers feel more confident to progress to highly desirable paperless office. Alternatively, this may be a standard administrative requirement.