Callmedia

Callmedia 4.4 delivers many new features to help your contact centre work even better. Just some of the exciting new features introduced in this release are:

·         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, resulting in more successful calls

·         Pro-active Systems Care provides early warning of potential problems with the IT infrastructure, keeping things running smoothly

Other new features include:

·       Real-time Outbound Operational Statistics

·       Enhanced Web-Chat

·       Improved Database Resilience

And a host of other usability and supportability enhancements.