Call Center Technology

Zeacom's core call center technology (CT Control) manages the queuing and delivery of all phone, email, fax, web chat and web callback interactions coming into the contact center. With labor being the single biggest cost component in any contact center, maximizing the efficiency of your agents is a top priority. Call Center Technology increases the rate of ‘first call resolution’ – minimizing call handling and agent talk time. Service levels are enhanced by delivering calls to the most appropriate agent based on:

  • Duration of wait time
  • Time of day and day of week
  • Calling Line ID (CLI)
  • Data entered by the caller
  • Skill sets of available agents
  • Priority of call or caller
  • Last called agent
  • Media type

At the heart of the best call center technology on the market is Skills-based Routing which matches agent skills and experience to a number of different queues and delivers each call to the most appropriately skilled agent available. Zeacom's call center technology has the intelligence to not only distribute calls to the right agent, but also to significantly reduce caller wait times, resulting in higher levels of customer satisfaction. Call center technology encompasses an array of other features and functionality, such as Wrapup Codes, Break and Worktime Allowances, Queue Blocking, Alerts and Wallboard Control that are designed to increase the efficiency of your contact center from both a management and an agent perspective.

In today's fast paced world, information is power. Without meaningful and easily analyzed data, contact center managers cannot accurately measure the performance of their contact center operations. Good call center technology supplies the statistical outputs to ensure that your contact center is appropriately configured and staffed to handle fluctuations in call volumes, resulting in lower caller abandonment rates and increased revenues. Having the information to make the right management decisions at the right time can have an immediate positive impact on your contact center’s bottom line.

For organizations that have high inter-departmental security requirements or operate in a multi-company tenanted environment, call center technology offers a comprehensive set of security features which allow companies to restrict functionality, viewing and editing rights in order to protect individual set up and operating parameters. The security features of the system can also be used to control telephony costs.

And system administration is a breeze, avoiding the need to rely on highly paid technical staff or third party organizations to make changes. ZCC incorporates a graphical user interface, wizards, default settings and variety of other tools that make administration both quick and easy while minimizing the total cost of ownership.

CT Features

CT Control offers contact centers a comprehensive range of functionality:

  • Accommodate multimedia contacts such as phone, fax, email, web chat and web callback (requires multimedia modules)
  • Overflow queue calls to multiple agent groups
  • Determine and change the action of the queue depending on time of day, day of the week, day of year, or other criteria
  • Delivery of calls to agents based on wait time, agent skills and/or call priority
  • Prioritize calls based on Calling Line ID (CLI) or number dialed
  • Query a caller to identify themselves using their telephone keypad and then deliver the call based on this information
  • Select certain agents to answer calls depending on who is calling
  • Real-time agent and queue status information with support for multiple wall display units showing data on each board
  • Call and queue information can be screenpopped to agents as calls are delivered to them (requires Agent Desktop module)
  • Offer agents automatic or manual after call 'Worktime'
  • Automatically log agents out if they do not answer a queue call
  • Alert agents and supervisors when the queues reach a specific load
  • Block queues to restrict the number of calls waiting and activate alternatives such as a busy message, the ability to request a Callback (requires Callback module) or transfer callers elsewhere
  • Apply Wrapup codes to record call type or result of the call and view this information in reports
  • Set up internal queues and personal agent queues
  • Report statistics and call delivery information based on agent ID rather than extension number
  • Agents can log in from any PC (requires Agent Desktop module) or extension and receive queue calls as they normally would
  • Online help and tutorials support end users and administrators so that they continue learning about the applications as they use them
  • Detailed report data presented in easily understood formats
  • Assign a security class to each user or user group based on their role within the organization
  • Simple administration interface
  • Tools to verify system configuration and finish incomplete tasks
  • Supervisory monitoring of agent calls

 

CT Benefits

The sophisticated features of CT Control deliver a wide range of benefits:

  • Optimal utilization of contact center agents
  • Callers are delivered to the most suitable agent based on their skill set ensuring maximum customer satisfaction
  • Agents and Supervisors are kept informed of contact center status which improves operational management
  • Higher priority customers are given better service
  • Agents are identified individually resulting in better performance monitoring
  • Providing agents with call details prepares them for the call and allows them to provide a higher level of service
  • The ability to automatically log an agent out means that queue calls will not go unanswered on an agent’s extension but instead will be delivered to another agent
  • After call Worktime gives agents the chance to finish any work required for the previous call before taking delivery of the next call
  • Alerting the contact center to the status of a queue ensures that service affecting situations can be dealt with immediately
  • Coding calls provides statistics on call types and results of calls, assisting in the management of both the contact center and the business
  • Queue modes offer flexibility when requirements change (e.g. from day to after hours service)
  • Intuitive administration interface and easily accessible online help eliminate the need to employ specialist in house resources or third-party assistance while ensuring accurate configuration
  • Security classes allow companies to co-exist in multi-company or multi-department environments without sharing access to their individual applications, functionality, configurations and reports
  • Telephony costs, such as external transfers to mobile phones, can be more tightly managed using security features
  • Contact center managers can easily alter system parameters on the fly, allowing them to be instantly responsive to changing contact center requirements
  • Detailed reports provide the statistical information required to optimize contact center staffing, configuration and processes
  • Service level reporting ensures that the contact center can measure its performance against its service level commitments
  • Supervisors and managers have access to real-time data on contact center activity, allowing them to address any shortfalls as or before they happen
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