Amcom Contact Centre
Amcom Contact Centre is an advanced multi-contact communication facility that has all the benefits of our Call Centre solution, plus extra features.
Our Contact Centre platform features:
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Automatic Call Distribution
and queuing | Predictive Dialling | Web Interaction Management | Work Force management |
It operates seamlessly across multiple sites without costly hardware or complicated infrastructure, at a fraction of the cost of a traditional premises-based contact centre solution. And because it’s hosted, all system upgrades and enhancements are managed by Amcom.
| Features | Benefits |
| More flexibility | - Minimal local resources and expertise required to build, manage and support
- Easy access to a host of on-demand features
- Rapid deployment and implementation – getting your business up and running usually takes days instead of months
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| Reduced costs | - Lower operating costs associated with ongoing maintenance, support and upgrades of the system in comparison to an on-premises solution
- No large capital expenditure – lower set-up costs and predictable monthly operational costs
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| Work force management | - Hosted Contact Centre gives you more flexibility to grow – add departments, add individuals within a department or to manage your contact centre across multiple offsite locations
- Forecasting, scheduling and tracking capabilities are simple and allow for better resource management
- Contact centre supervisors can reassign agents instantly to new tasks
- Staff numbers can be increased or decreased dynamically to cope with changing call volumes
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| Improved call centre service administration and reporting | - Real-time workforce management reporting eliminates the need to integrate reporting data from multiple data sources, enabling effective management of inbound, outbound, email and web interactions
- A user-friendly interface that can be accessed remotely via the internet includes dashboards and reporting that allow you to manage your call centre services efficiently
- Dashboards contain real-time information and reports to improve management and give managers total remote, real-time control over call centre services, improving work flow management and business agility.
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| Predictive dialling | - Maximise the ‘talk time’ of agents using Automatic Dialling and manage available agents dynamically to coordinate pre-answered calls
- Industry averages show that agents making calls manually spend 15 minutes in every hour actually talking to customers. A Predictive Dialler process increases talk-time to 45 minutes per hour – a three-fold increase in productivity.
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| Call recording | - Ability to record all calls of any type, inbound or outbound
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| Web interaction management | - Web Chat functionality can easily be integrated into your contact strategy and forwarded to existing agents, providing an additional point of customer contact
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| Email management | - Better management of email messages through prioritisation, queuing, auto acknowledgement, auto responses and reporting
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