It's what you know and who you are
Sep 2008PERSONALISATION AT THE CONTACT CENTRE MADE A REALITY WITH THE LAUNCH OF CALLMEDIA 4.4
Call Centre Expo, UK, 16-17 September 2008 - The ability to personalise contact centre operations, and for agents to identify individual customers and their brand history, is critical to maintaining consumer loyalty. But, says Callmedia, a leading developer of contact centre systems, the industry has spent too long talking up the opportunities and potential of such software systems but has been unable to deliver on the promise. In response, Callmedia today launches Callmedia 4.4, the first software system to enable the intelligent personalisation of communications across voice, data and web channels, with the aim of significantly improving the customer experience.
Rufus Grig, managing director of Callmedia, says, "The development of Callmedia 4.4 has focused on improving the customer experience, not just on the internal operational aspects of the contact centre. Callmedia 4.4 enables you to make use of the sheer volume and value of data on your customers you already have in databases, CRM and accounting systems to make decisions on how you route, prioritise and handle each call. Not only that, we do it across all communication channels. For us, Callmedia 4.4 is about enabling contact centres to personalise their dealings with their customers, to treat them as individuals."
Knitting together different vendor technologies, Callmedia 4.4 is able to integrate key business processes into the contact centre. Drawing information from multiple databases into an interface that is easy to navigate, and simple to manage, agents are provided with instant access to valuable customer intelligence.
Also underpinning the design objectives of Callmedia 4.4 is an increase in first contact resolution. David Groves, director of product marketing for Callmedia, explains; "Repeat calls and emails are a huge issue facing contact centres today. They cause customer dissatisfaction, extend queue times for everyone, drive up operational costs, and wholly undermine the delivery of a quality customer service strategy".
"Callmedia 4.4 ensures organisations get the customer to the right agent, based on who the caller is, not just the number they dialled. In utilising data drawn from other business processes, such as CRM applications, agents can view a snapshot of consumer behaviour and past interactions, enabling a far more personalised and seamless experience for the customer."
Using the latest programming techniques and Service Oriented Architecture (SOA), Callmedia 4.4 integrates existing business processes and databases, and uses a two-step process in order to quickly identify, prioritise and assign contacts or calls to the relevant agent or team:
Available from 20-1000 seats, Callmedia 4.4 is unique in its ability to support multi-vendor platforms which ensures it can be integrated rapidly into existing application architectures to start delivering on value immediately. Furthermore, the reporting tools capture detailed and accurate analysis of contact centre, team and individual performance, which can be evaluated against pre-determined criteria.
Grig concludes; "Callmedia 4.4 capability to capture the ‘who, what, where and when' enables the agent to be proactive and dynamic in their service delivery. The cliché ‘knowledge is power' is never more relevant for contact centre agents, whose role is instrumental in maintaining a business' reputation and ensuring a good contact centre experience."
Other key features and functionality of Callmedia Enterprise 4.4 include:
· Last user allocation - enables you to create and build relationships between staff and customers, and streamlines the handling of emails
· Lost call prioritisation - enables you to prioritise and handle sensitive calls more effectively
· Customer-aware routing - allows you to take the status of the customer into account when deciding which staff should handle their query
· Preferred user allocation - means you can personalise the contact centre experience without jeopardising your service levels
· Customer-based reporting - enables analysis of business processes, not just interaction information
· Filter analysis - enables analysis of business information for outbound contacts, enabling you to identify which market segments result in higher connections and sales
· Filter prioritisation - enables you to raise the calling priority of market segments to deliver more Right-Party Connections
· Pro-active systems care - provides early warning of potential problems with the IT infrastructure, keeping things running smoothly
Ends
About Callmedia, www.callmedia.co.uk
Callmedia is one of the UK's leading contact centre systems delivering multi-channel inbound, pro-active outbound calling, scripting and Computer Telephony Integration (CTI) in a single modular package. Callmedia specialises in providing call centre systems which adhere to the strictest codes of practice and regulation while delivering great productivity.
Callmedia has clients in all market sectors from financial services and banking through manufacturing, retail, outsourced contact centre operators, utilities, government and collections.
For more information, please contact:
Lucy Ambrozejczyk/Charlotte Sandy
Cohesive Communications
Tel: 01291 626200
Email: callmedia@cohesive.uk.com
Call Centre Expo, UK, 16-17 September 2008 - The ability to personalise contact centre operations, and for agents to identify individual customers and their brand history, is critical to maintaining consumer loyalty. But, says Callmedia, a leading developer of contact centre systems, the industry has spent too long talking up the opportunities and potential of such software systems but has been unable to deliver on the promise. In response, Callmedia today launches Callmedia 4.4, the first software system to enable the intelligent personalisation of communications across voice, data and web channels, with the aim of significantly improving the customer experience.
Rufus Grig, managing director of Callmedia, says, "The development of Callmedia 4.4 has focused on improving the customer experience, not just on the internal operational aspects of the contact centre. Callmedia 4.4 enables you to make use of the sheer volume and value of data on your customers you already have in databases, CRM and accounting systems to make decisions on how you route, prioritise and handle each call. Not only that, we do it across all communication channels. For us, Callmedia 4.4 is about enabling contact centres to personalise their dealings with their customers, to treat them as individuals."
Knitting together different vendor technologies, Callmedia 4.4 is able to integrate key business processes into the contact centre. Drawing information from multiple databases into an interface that is easy to navigate, and simple to manage, agents are provided with instant access to valuable customer intelligence.
Also underpinning the design objectives of Callmedia 4.4 is an increase in first contact resolution. David Groves, director of product marketing for Callmedia, explains; "Repeat calls and emails are a huge issue facing contact centres today. They cause customer dissatisfaction, extend queue times for everyone, drive up operational costs, and wholly undermine the delivery of a quality customer service strategy".
"Callmedia 4.4 ensures organisations get the customer to the right agent, based on who the caller is, not just the number they dialled. In utilising data drawn from other business processes, such as CRM applications, agents can view a snapshot of consumer behaviour and past interactions, enabling a far more personalised and seamless experience for the customer."
Using the latest programming techniques and Service Oriented Architecture (SOA), Callmedia 4.4 integrates existing business processes and databases, and uses a two-step process in order to quickly identify, prioritise and assign contacts or calls to the relevant agent or team:
- Customer Identification - Callmedia identifies the customer using existing company databases or systems. The customer information is ‘stamped' on the call or email and is used to provide customer-based reporting, automatically integrating front-office and back-office management systems.
- Contact Routing - Callmedia routes the contact using one of the four following methods: Last user allocation; lost call prioritisation; customer based routing; preferred user allocation.
Available from 20-1000 seats, Callmedia 4.4 is unique in its ability to support multi-vendor platforms which ensures it can be integrated rapidly into existing application architectures to start delivering on value immediately. Furthermore, the reporting tools capture detailed and accurate analysis of contact centre, team and individual performance, which can be evaluated against pre-determined criteria.
Grig concludes; "Callmedia 4.4 capability to capture the ‘who, what, where and when' enables the agent to be proactive and dynamic in their service delivery. The cliché ‘knowledge is power' is never more relevant for contact centre agents, whose role is instrumental in maintaining a business' reputation and ensuring a good contact centre experience."
Other key features and functionality of Callmedia Enterprise 4.4 include:
· Last user allocation - enables you to create and build relationships between staff and customers, and streamlines the handling of emails
· Lost call prioritisation - enables you to prioritise and handle sensitive calls more effectively
· Customer-aware routing - allows you to take the status of the customer into account when deciding which staff should handle their query
· Preferred user allocation - means you can personalise the contact centre experience without jeopardising your service levels
· Customer-based reporting - enables analysis of business processes, not just interaction information
· Filter analysis - enables analysis of business information for outbound contacts, enabling you to identify which market segments result in higher connections and sales
· Filter prioritisation - enables you to raise the calling priority of market segments to deliver more Right-Party Connections
· Pro-active systems care - provides early warning of potential problems with the IT infrastructure, keeping things running smoothly
Ends
About Callmedia, www.callmedia.co.uk
Callmedia is one of the UK's leading contact centre systems delivering multi-channel inbound, pro-active outbound calling, scripting and Computer Telephony Integration (CTI) in a single modular package. Callmedia specialises in providing call centre systems which adhere to the strictest codes of practice and regulation while delivering great productivity.
Callmedia has clients in all market sectors from financial services and banking through manufacturing, retail, outsourced contact centre operators, utilities, government and collections.
For more information, please contact:
Lucy Ambrozejczyk/Charlotte Sandy
Cohesive Communications
Tel: 01291 626200
Email: callmedia@cohesive.uk.com
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