Contact Center

Contact Center is an application that handles incoming calls as efficiently and economically as possible.

Contact Center answers calls, then routes the calls to agents in a skillset that most closely matches the needs of the caller. Calls can be routed based on the origin of the call, the destination of the call, or the information entered by the caller. Callers can be given high or low priorities. Callers can overflow to different groups or skillsets of agents, transfer out of the system, leave a message, and hear announcements or informative messages.

Contact Center Update

Intelligent Contact Center is the evolution of the existing Call Center capability on BCM. Intelligent Contact Center offers additional functionality, such as Reporting for Contact Center and Multimedia Contact Center. You can also choose the specific number of agents and skillsets that your business requires.

You purchase Intelligent Contact Center and then purchase the number of agents, skillsets, Reporting, and Multimedia as required. Intelligent Contact Center has increased maximum capacities, for example 50 active agents and 30 skillsets.

Capacities for Intelligent Contact Center

 

To set up Contact Center you must:

Add agents

Set up skillsets

Set up routing tables

Record Contact Center greetings

Set up Contact Center general parameters

Assign how your lines are answered