Automatic MultiMedia Blending

Your customers demand access through a variety of means. In order to simplify information flow, it is essential to integrate the traditional call center functions to support media blending

• Inbound/Outbound Voice via a Live agent
• Recorded message delivery, power-dialer, supervised transfers
• Email/Chat
• Video Inbound/Outbound message delivery
• Website and  third party applications.
• SMS Inbound/Outbound
• Mobile telephone message delivery
• Proximity marketing
• Social media including Facebook, Twitter, LinkedIn monitoring, posting, competitive intelligence

The result is a seamless and fully integrated interface, delivering coordinated, responsive, consistent customer service. Clients are able to choose their preferred method of entry, and each call can be directed according to customer need, value and other business rules that apply to specific goals and objectives.

Every customer interaction is an opportunity to make or break your brand image; real-time matching of the right customer to the right agent or resource is paramount to a successful customer experience. Done correctly, customer satisfaction improves, as do up-sell and cross-sell opportunities, and high-value customer segments can be handled according to your business rules. Altigen’s  Contact Center solutions help businesses realize higher levels of efficiency while simultaneously driving increased revenues. And with the calls automatically routed to the most appropriate agents, overall contact center

Media Blending Call Center Features

With the evolutionary approach to IP, contact centers can get started at their own pace, choosing whatever mix of existing, traditional and new IP telephony makes sense. Home agents, satellite locations, outsourced resources, and resident experts can be added as extensions to the contact center, maintaining centralized management and decision-making.

The AMCD engine allows for simple, one-stop processing of voice, email, web/video-chat and SMS queries through a single server interface with universal queue.  Your agents can manage customer interactions across multiple communications channels and contact center locations and implement customer segmentation for more personalized service
You can link multimedia communications channels with inbound and outbound customer contact systems and support continuous business improvement through historic and current analysis of customer communication.

Administration Solutions

• On line, remote and real time monitoring
• Standard and customizable reports –deeper knowledge of the operation.
• Data cubes for business intelligence identify hidden correlations.
• HR administration and control for Performance, schedules, authorizations, campaigns.
• Multi level intelligent security access based on individual parameters.

Operation Solutions Multi Campaign Consolidation

• Consolidate your multiple campaigns while maintaining individual scripting, service level and processes
• Multimedia Call Priority
• Implement call queue by caller ID, service level and status
• Call Blending
• Ability to mix inbound and outbound operations
• Customizable Scripting Campaign, call flow, caller ID
• 3rd party system integration
  ERP’s CRM’s, telephony Contact