This flexibility in routing creates both a consistently satisfying customer experience and an efficiently coordinated business workflow. Given customers varied preferences, today s contact centers must open up communication via all media cost-effectively. Legacy PBX systems require multiple machines to handle multiple media transactions and, even so, cannot integrate their distribution to agents, creating a workflow nightmare. Online customers can even click a button to request a real-time chat session with an agent. When that request is routed, an agent screen pop can display relevant customer information.
Agents can also drive online customers to specific Web pages for live interactive collaboration.
The supervisor version of Interaction Client includes real-time windows with statistics on the status of every queue, workgroup, and agent. This information allows supervisors to reallocate resources whenever necessary to optimize service, boost productivity, and manage costs. Supervisory pages also provide flexible alerting options. InstantOffice Contact Center offers extensive reporting tools to give managers real-time and historical data on call hold times, dropped calls, and agent service times. With this critical information on system and team efficiency, supervisors can sharpen cost-sensitive management decisions.