Multimedia Management

Previously call centers looking to add email and web chat capabilities were forced to seek out an additional vendor or deploy additional software and hardware. Contactual’s OnDemand Contact Center is built around a universal queue with skill-based routing of voice, voice mail, email and chat interactions. Agents can be assigned multiple interaction skills with several proficiency levels for each skill.

Queued Chat Sessions and Email
Many organizations are not equipped to manage the increase in customer emails and chats, and some do not offer web chat as a support or sales method today. With Contactual not only can you quickly and easily add these new communication channels, but you can effectively manage service levels across all interaction methods regardless of how the customer contacts you. Email and chat handling are even included in your contact center metrics.

Queued Voice Mail
Contactual also supports voice mail queues. These are associated with IVR script logic and waiting on hold timeouts. Messages left in voice mail queues are associated with skills and priorities just like any other interaction. As soon as there is an available agent with the appropriate skill and priority, the voice mail is pushed to the agent. Full contact center metrics are available for voice mail handling.

Benefits of Contactual’s Multimedia Management include:

• Elimination of disparate systems to handle email and chat interactions
• Opens new channels for interaction empowering customers to contact you via their preferred method
• Improves call center efficiencies with service level management and reporting across all interaction media