Approach Contact Center

 

The Approach Contact Center Application provides three levels of system access – Agent, Supervisor and Administrator – These levels guarantees access solely to the databases associated with their requirements and profiles.

 

Agents rely on a graphical user interface which allows them to handle all contacts received through the different communication channel in a unified, friendly and efficient manner.

 

Supervisors are provided with a graphical user interface applications that monitor the center’s performance in real-time, allowing them to make quick visual evaluations and generate service reports.  The tool also provide  customizable alarms that facilitate their achievement of the defined service quality

 

Administrators Consoles is a tool that provides segmented views of all the systems campaigns.  Lets the administrator configure, customize, develop applications, control and manage of all system functions with one platform.  It allows administration and customization of the different agent queues, status, break, training, etc– according the needs of each individual organization.

 

IP Telephony Server

The IP Telephony Server - either TDM or IP -, provides different modes of connectivity to the public network, or through a PABX, the network interface can be either analog or digital, with Caller ID (ANI) and DID (Direct Incoming Dial).  In case that the local telephone company doesn’t provide these services, the system can gather information through the IVR.

 

 

IVR

Conversation model generator with a graphic interface, simplifying the development of new applications.

 

 

Intelligent Call Routing

The ACD software makes intelligent routing decisions base on the calls associated data, assigned agents skills, telephony data, IVR gather data or port.  It also has advanced administration for the calls in queue, voicemail and fax functionalities.

 

 

 

Call and Screen Recording

Interactions are recorded from the beginning, allowing a complete registry of the event no matter what type of user configuration is used. The system can be configured with various recording modes: All calls, call by channel, by answering position, by campaign, among others. Supervisors and Agents have the option to record calls by specific requests (on demand).

 

Digital Call Playback

This module provides advanced access and playback functions with an outstanding quality. Users are displayed a grid of all previously selected audio files with all corresponding data: Date, Time the call started, involved Agent I.D., monitoring Supervisor I.D., recording commentary, reason for the recording, Type of call, the queue from which the call was answered and call reference number.
Data can be conveniently arranged in the desired column, allowing the user to establish filters over a group of pre-established columns, over a specific column, or generate complex user-made filters.

 

Automatic Dialer

The Automatic Dialer is a powerful tool that can operate on a passive, manual or predictive mode.   During the selected dialing-request it can manage the calls, transfer them, along with the agent associated data. It allows CRM or user-made applications to be integrated with the IVR and provide easy interaction.

 

CTI Integration

The system has a toolbar that allows the agent to set up its availability and manage the calls. Using an ActiveX component, the system allows the toolbar to be integrated to Standard CRM or user-made applications.

 

Remote Agents or Locations

Remote agents / supervisors can access the Approach server through IP links, having at their disposal the same tools available at the local server location. The connection is made through the existing customer’s network infrastructure.

 

 

Remote Supervisor via Handheld & PDA' s

Through the Remote Supervision function, the contact center supervisors can supervise as if it was at a traditional position.

The module also allows the supervisor to: coach, silent monitor, participate in the conversation, or supervise queue associated with different skills.

 

Analytical Tools

The system has a set of customizable reports that provide real-time analytical and historical information that facilitates the administration of the contact center. In addition, the system generates history records (logs or cdrs), that facilitate the development of new reports, oriented to the specific requirements of each center.

 

Web Delivery: All generated reports can be exported or uploaded in an XML format, facilitating the delivery of the selected data.

 

 

Schedule & Alarms: The systems generate a series of model reports with an optimal range of the call center variables, and determine the frequency in which the system generates them. These will be automatically compared to the optimal preset standard. If any of the variables goes out of range, the system will generate alarms that will be sent by email to a preset distribution list.

 

 

Predictive Tools
The Predictive Tool is a powerful calculation engine that will provide the predictive tools to:

• Estimate Resources: this tool provides support for new campaign planning, allowing for the forecasting and assignment of the optimal resources, technological or human.

• Dial-Tables arrangement: Based on a contact list, previous management information and normalization status of a list, it’ll arrange itself to maximize the probability of effective contacts at the beginning of the campaign.

 

Monitoring and Quality Management

Once agents are recruited according to the competence model, their performance must be evaluated based on the recording of their interaction with the customers. The module allows the quality evaluator to generate several questionnaire forms based on a series of predefined templates, associating the items that he considers relevant for the evaluating process. Once the forms are made, the evaluations period is defined. The quality agents will see on their respective agendas the evaluations and the pending review. The evaluation period will reflect the resulting data for the agent and supervisor evaluation. Quality reports will allow management to know each agent performance, generating the statistical reports of the entire center: percentage distribution of the agents according to the obtained score and their development in a determined period of time.

 

Universal Queuing
An advanced concept in contact center design whereby multiple communications channels (such as telephone, fax and email) are integrated into a single 'universal queue' to standardize processing and handling.

 

Interactions may have the following responses:
• On-Line : Through the following services: Telephony (ACD), Text Dialogs (Chat) and Assisted Navigation (Page-push)

• Delayed : Through the Email, Call Back and / or fax servers
The unified contact treatment provides an integrated focus on control and results.  It also makes available system report tools, focusing on the attention quality and the center’s human resources.

 

Web Collaboration Services
The system provides an organization with the capability to collaborate with customers externally or internally via the Internet in real time with Chat, Page-push or Call Back Services.