Approach Contact Manager
ACM is a Contact administrator for Call Centers. A complete, easy-to–install, powerful solution that with minimal investment, gives call centers maximum productivity, flexibility and scalability.
"ACM is a product designed and develop solely for the call center industry”
Some of its main features are:
• System Data Importing and Exporting.
ACM allows you to customize system data importing and exporting, making it as flexible as necessary. It incorporates user functions for the data conversion, as the connection to external systems or MS Excel sheets.
ACM can export in several formats: .csv, .txt, .xls, .xml, .mdb, .dbf, etc.
• Multi-campaign Management.
Create different campaigns with the campaign administrator, dividing your contact database based on one or several attributes. The powerful campaign editor even allows you to define your own searches and select the contacts from a single activity.
Activate, suspend or terminate campaigns with just one click.
• Automatic management of Call Database.
ACM manages all contacts automatically, making the contact administration faster and easier. The system provides each agent with a different contact to manage without the need to search for it, or be assigning. Also, the campaigns are prepared to receive a predictive algorithm of contact sorting to increase the effectiveness of the operation.
• Iintegrated Script Operation.
Administrate a telemarketing script for each campaign and reduce the induction time of the agents, improve the service quality and standardize telephonic attention.
The integrated script to the management of the contact initiates automatically with each process, staying visible with all the contact’s information.
Add external links, pictures and all kinds of extra help to your agent to improve its quality and effectiveness.
• Multiple actions for data extracting.
Develops multiple questionnaires to facilitate data extracting that will be associated later with the interaction of the telephone contact (result of the call schemes). Adds programmed validations that will assure the completion and quality of the entered data, with load flow controls.
• Broad validations during data extracting, expandable by external libraries.
Incorporate input validations on the data extracting forms to assure their quality. Avoid incomplete or wrong data; validate e-mail addresses, phone numbers, duplicity of data, etc.
Execute pre and post recording routines, for example to update external systems, issue of supply, or sending events to other systems.
Develop and expand validation routines with your own libraries.
• Call result schemes.
Create call result schemes with three association levels and assign them to each campaign.
• Address Verifier to improve the data quality.
Avoid the insertion of wrong addresses taking advantage of the pre-load, validated by ACM. Validate provinces, zip codes and cities. (Only available in Argentina)
•Approach dialer integration.
ACM will automatically integrates with the Approach inbound and outbound dialer increasing agent’s productivity. With the CTI functionality, ACM shows the screen pop-up and automatically searches the contact in the database, saving operating time. ACM also manage the databases to handle outbound calls campaigns.
• Agent’s desktop design flexibility
The new 4.0 version incorporates the unified vision concept for the agent at a central point to visualize all the contact’s information. In the same context, you can provide the agent with external consulting sites to gather extra information for the management, saving time, and fastening the operation.
• Detailed agent activity logs.
Each agent activity is audited to better analyze the centers performance.
• Low maintenance.
The administration is centralized to make the IT work simpler and cost efficient.
• 100% MS SQL 2005 / 2008 compatible
