M7480 Contact Center
The richness of the Contact Center
The M7480 Contact Center is a modular multimedia contact center offer for 4 to 3000 networked agents. This solution is based on a basic M7480 Routing package and optional software modules used to enhance the contact center services.
The M7480 Routing package offers the following features:
• Distribution of calls by skill
• Real-time supervision and customisable statistics
• Agent application on PC (in Web or standard client mode) for processing calls, changing activity statuses, and providing real-time information about the quality of answering service
• Integration of agent tools and record display in a professional application via a Web Services tool kit
Additional optional services:
• Identification of a customer’s profile via a database (routing script module)
• Enhanced client qualification (DTMF), on-hold messages with broadcasting of position on the queue, voice mailboxes (Interactive Voice Response)
• Easy management of exceptional messages (promotional, crises messages) thanks to Text-To-Speech
• Conversation guide for the agent
• Automatic customer call-back
• Multimedia flow management (Web, e-mails, fax
• and voice)
Advantages
• Scalable and modular solution
• Enhanced features on a single server
• Not dependent on remote agents’ location
• Open-ended solution, based on market standards
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