Multi-channel contacts
Callmedia Enterprise provides built-in support for all the different types of media, so that no matter how customers choose to contact your organisation, they can be provided with service appropriate to their needs.
At the heart of Callmedia Enterprise is the Task Allocation Engine, which is independent of the task's media type. This ensures that all interactions are prioritised correctly to deliver the appropriate service level for the following media types
- Inbound Voice calls
- Outbound Voice calls
- SMS
- Web Call-back
- Web Chat
- Ad-hoc tasks
All the usual features are available, such as skills-based routing, refused call management, auto-answer, wrap-up, ad-hoc inbound call reporting, ad-hoc outbound call reporting, auto-wrap, longest-waiting and least-busy user routing, dynamic prioritisation of calls, Integrated Computer Telephony Integration (CTI), agent state reporting, Not Available Codes and Call Completion codes.
The system also enables users to handle multi-channel interactions as defined by business rules.
Outbound voice calls
In addition to reporting on all calls made from the user handset, the system is fully integrated with Callmedia Advance to provide a unified outbound list dialling system - see the section on Callmedia Advance for more information.
Email
Callmedia ensures all Emails automatically receive a standard response, so that the person sending the email knows that it has been received.
Callmedia can interrupt emails if a telephone call (or other task) arrives that is more urgent so that service levels are always achieved. The system keeps a full audit trail of emails received and their responses, and makes sure that replies from the contact centre are addressed from the contact centre, rather than from individual users.
Emails can be viewed at any stage - including whilst queueing, so that supervisors can remove inappropriate emails before they are allocated to users for response.
The Callmedia SMS Gateway enables text messages to be sent and received into the call centre. Previous conversations with that customer are also presented to the user, so that an informed response can be given.
SMS Text Messaging is particularly useful for sending customers appointment reminders and Callmedia Enterprise ensures that responses from customers are handled quickly and efficiently.
Web Call-back
Callmedia Enterprise enables you to call customers when they register interest on your web-site - either immediately or at a time they request. Callmedia Enterprise automatically handles issues such as time-zones and countries, ensuring that international customers are handled transparently.
Web chat
Customers can enter into a chat session with a Callmedia user. The customer can request a transcription of the chat session when it is finished, and the user has access to pre-defined text and phrases so that that common responses are easily and consistently communicated.