Leveraging the Internet as a Primary Customer Contact Channel
The Internet Communications Manager integrates E-mail and Web-based customer contact, providing the same level of control and convenience as traditional voice calls.

Features : Benefits :
  • Desktop integration
  • Advanced, integrated responsibility-based routing
  • Intelligent announcements … URL history provided automatically
  • Agent ability to push Web pages to customers' browsers
  • Conference and transfer support
  • Remote, home and local agent support
  • Complete real-time and historical reports
  • Secure Sockets
  • Java-based Software cross platform
  • Works with existing software applications
  • Seamless agent access to all media requests
  • Media independent routing, queuing and prioritization
  • First-class customer service to all customers
  • Cross-selling and up-selling opportunities
  • Customer self-service
  • Consolidated reports

 

Web Based Contact Centers
The new currency of business is information. The organization which has greatest control over the arsenal of data made available to it by new technology has a powerful competitive edge.

Contact Centers are productive information generators. Every second, another precious piece of knowledge is created. It may be an entry into a customer database, or a successful sale to add to an agent's performance record. Or another response to the latest mailing. The information is useless unless you can gather it effectively, extract meaning from it and then make informed decisions which boost the performance of the business.

The goal of every contact center is to increase the productivity and efficiency of the agent. Certainly, training and improved processes can have a major impact in this area. However, productivity can only be as good as the power put at the hands of the agent to complete the transaction. From the web based user-designed console eCommerce Tools has produced agent tools to provide flexibility, customization, and ease-of-use.