Applications
MultiMedia Module for Compact Contact Center
The MultiMedia Module provides CCC with new routing schemes. It will also provide combined reporting for all interactions within the contact center. There are several queue types supported in the MMM; they are:
- Email Queues
- Chat Queues
- Web Callback
- Proactive List Dialing
IP Office MultiMedia Module extends the routing and reporting of voice calls into the realm of emails and chat sessions initiated via a web browser. In this way, IP Office ensures that an organization can implement and measure a service level agreement against all aspects of the customer contact process – for example ensuring that all emails receive a reply within half an hour of them being sent.
The MultiMedia Module is an advanced contact center solution that enables companies and departments to manage multimedia contacts into and out of the organization. IM provides applications that manage Telephony, Web Chat, E-mail and Web Call Back communications. These robust applications convert any organization into a multi-channel, enterprise-wide customer contact center that will accept multimedia calls and route them to specified members of a group (or groups).
MMM furnishes the user interface and support modules for assigning Group Members to specific communications related responsibilities. MMM routes customer interactions to the right people, generates contacts lists, monitors both the system and individual performance and hence ensures that customers are entitled to individualized attention, no matter who they may encounter in your company.
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