CONTACT WORX
The hallmark of the contact center is the convergence of media types. In addition to traditional phone calls, customers are now using electronic media such as e-mail and web chat to initiate contact. Contact centers must meet the challenge of providing outstanding customer service while allowing customers to contact them by diverse media types. Choice of media type with consistency of service is a key element of NEC’s contact center applications. Maintaining consistent functionality for both customers and agents even across diverse mediums is imperative. Customers can, and should, expect quality of information and action and personalized service regardless of the technology involved.
ContactWorX® is a CCDesign® application that delivers e-mail and web chat functionality to contact centers. NEC offers ContactWorX functionality in two packages: a model integrated with CallCenterWorX® and a standalone model.
In the integrated model, ContactWorX combines with the CallCenterWorX ACD to enable creation of true multimedia agents – agents that can handle any media type or any combination of media types. And, just as important, capabilities found within other CCDesign applications such as caller and/or contact prioritization, queue time announcements and queue depth announcements will work with any type of contact. So priority customers can receive priority treatment regardless of whether they call, e-mail or chat with an agent.
The standalone model of ContactWorX enables agents in contact centers not using NEC software to utilize all of the features of ContactWorX e-mail and chat without integrating ContactWorX software into their existing ACD. This offering enables customers to standardize on a single multi-media strategy throughout their enterprise.
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.
