Date published: 01.09.08 - not release date

Amcat Identifies seven critical requirements for model IP contact centre

Amcat’s New Enterprise IP Contact Centre Model
Designed for Adaptability
-Amcat Identifies Seven Critical Requirements for Any IP Contact Centre Model

Oklahoma City, USA / Manchester, UK, 21st June, 2007 – Amcat, a leading provider of intelligent customer interaction solutions, is developing a new enterprise IP contact centre model, Amcat Interactions, that is highly adaptable to changing business requirements, helping companies increase productivity while decreasing costs.

Compared to hardware-oriented systems, Amcat’s new generation contact centre software is built to a “Contact Centre Software without Boundaries™” design that incorporates seven critical requirements to deliver greater flexibility, services and cost savings to its customers:
Support multi-location, distributed or home-based agents. With an IP model, agents are accessible anyplace and anytime, and often through the Internet, expanding the number and skill level of resources available.

Provide visibility and control of agents and resources wherever they are located. With the IP model, managers have increased visibility and control of operations and agents, both premise-based and remote, to more effectively optimise traffic, projects and resources over an enterprise.

Extend customer communications company-wide and to virtual resources. IP contact centres can easily extend communications to all resources, wherever they are located, eliminating redundant hardware-based PBXs and linking knowledge experts, non-contact centre departments and resources to the contact centre to enable faster problem resolution.

Support multi-media contact methods. IP contact centre solutions are based on integrated IP software and designed to handle all contact types – emails, voice, text and Web – through a common communications platform, which increases customer services without adding costs.

Easily integrate with CRM and back-office systems. The new IP application suites are based on the latest software standards, including SIP, .NET, and plug-in technology, which easily adapt to your changing business requirements, facilitating straightforward application integration.
Be scalable to 1000's of agents. Unlike traditional hardware systems, which are based on physical telephony connections, IP contact centres aren't reliant on physical connections or costly hardware and can easily scale to include remote agents and distributed sites.

Provide a straightforward migration path to IP. IP solutions are designed to integrate with existing technology to provide extended life for current investments, while providing a clear path to IP interaction management.

“Customer requirements, business expansions, compliance, production demands and cost constraints require flexible software applications to work together as elements of a tightly knit IP software suite,” said Richard Costello, Amcat president. “Amcat Interactions, the next generation IP contact centre software, will do just that. It delivers features and functionality that customers are demanding – faster problem resolution, enhanced customer services, greater freedom from costly telecommunications hardware, increased productivity – all without adding costs.”

Amcat’s IP solution, Amcat Interactions, builds on a customer’s existing contact centre technology and delivers unprecedented capabilities using hybrid and pure VoIP configurations.