CALL CENTER WORKX ENTERPRISE
Built in Performance for Today's Enterprise Customer Contact Center
CallCenterWorX®-Enterprise (I) for the NEAX® 2400 provides enhanced Automated Call Distribution (ACD) in single-site or networked-site environments. Customized call handling allows customers to improve service by adapting to rapidly changing conditions and fluctuating traffic patterns. CallCenterWorX-Enterprise (I) is an internal application operating within the NEAX 2400 IMX or NEAX 2400 IPX system. This internal configuration eliminates the need for a separate ACD processor. This integration provides a more cost-effective method of supporting a contact center operation along with traditional PBX services.
Generically speaking, ACD systems facilitate the handling of a large volume of calls with a minimum number of resources while at the same time minimizing a caller's wait for assistance. CallCenterWorX-Enterprise (I) answers the call, plays a message to the caller and puts the call in a pre-specified order in a queue of waiting calls for a particular group of agents. The queued calls are then answered in order by the next agent in that group that becomes available.
The skills based routing capability of CallCenterWorX-Enterprise (I) resolves the dilemma of routing various types of customer calls. These calls may be routed to specified recorded announcements, routed to a group of agents or sent to a specific agent with the Agent Personal Queue feature. Calls from the most valuable customers can bypass all other instructions and go directly to a specific agent. Agent Personal Queue calls have precedence over all other calls except Emergency calls within the system.
CallCenterWorX-Enterprise (I) brings information to agents. From the Agent's Dterm® station display, agents can view personal performance statistics, queue depth, time in queue and number of agents in service or on break. A supervisor station display also has access to individual agent statistics, day/night mode change, control of agent status and agent split assignments.
Working with other systems, CallCenterWorX-Enterprise (I) can help reach contact center goals to maximize agent productivity and minimize caller frustration. Infolink, built into CallCenterWorX, is NEC's CTI link for contact centers. CallCenterWorX-Enterprise (I) uses Infolink to interface with applications on peer processing devices such as IVRs, mainframe computers, local area networks or desktop personal computers. These appliccoations, such as NEC's QueWorX, can then accomplish complementary functions such as screen pop, automated attendant, advanced routing or specialized announcements, among others.
CallCenterWorX-Enterprise (I) may be deployed in four ways:
Stand-alone -- a single system where all agents within the contact center are controlled by a single resident ACD platform.
Multi-Site -- multiple systems, each with an ACD platform and separate groups of agents operating independently of one another. This method does not utilize Network ACD.
Networked -- multiple systems each with an ACD platform which are networked together with Network ACD. This arrangement allows separate groups of agents to operate independently of one another, or for multiple groups to operate as one large contact center with routing of calls between the sites. Network ACD is a feature of Global Navigator.
Distributed -- a single ACD platform that is distributing calls to contact center agents on multiple NEAX 2400 IMX or NEAX 2400 IPX systems connected with FCCS. This permits trunks and or agents to be located at satellite offices yet be controlled through a single location. Agent Anywhere, the capability that makes this distribution possible, reduces the requirement for multiple systems and peripherals to manage a single contact center
For more information call our headquarters at 800.841.1ACS or fill out the form to the right with your needs and one of our representatives contact you right away.
