When a call comes into the customer service group, the ECCS answers the call. The software searches for the available agent who has been waiting the longest time and sends the call to that agent. If no agent is available, the call is placed in queue and an announcement is played.
While a call is in queue, it uses one of the ports on the ECCS. Once the call goes to an available agent, the port is freed.
Multiple announcements can be played. For example, the first announcement may tell the caller the approximate wait time and then give the caller a variety of options, including leaving a voice message or transferring to another extension. If the caller chooses to wait in the queue, subsequent announcements can provide information, promote products or services, or simply play music.
Release 2.0 of the Enhanced Customer Care Solution supports collected digits. The ECCS can prompt the caller to enter an account number or some form of identifying digits. When the system is connected to a LAN server and the agents have the proper CTI link application in place, account information in the form of a screen pop can be provided along with the call.
The Enhanced Customer Care Solution allows up to four supervisors to monitor the activity of agents. Supervisors can make real-time changes to agents and queues.
The ECCS provides real-time reports on the system's monitor, as well as on-demand reports that show agent information similar to a Call Management System report.
Optional wallboards can be connected to the ECCS. These wallboards can display
information such as the number of customers in queue, the number of available
agents, and the average wait time for a call.
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ISDN Terminal Adapter |
