The Integrated Contact Center Network from White Pajama is hosted software that routes calls, Web callback requests, e-mail messages and live text messages from customers to agents. White Pajama includes an IVR system that lets callers indicate the groups of agents they want to reach. You build rules for routing calls to each group and rules for routing e-mail and live text messages based on keywords. You can also build an on-line knowledge base of answers to frequent questions. The software allows agents to push Web pages to customers, to view the same Web pages with customers and to collaborate with customers on completing on-line forms.
Agents access the software by logging in from Web browsers.
Your center should have direct inward dial lines so that each agent can log in using a unique phone number. As shown here, White Pajama's software identifies customers from the phone numbers they call from and lets agents view screen pops with incoming calls or messages. Agents can also view customers' previous on-line correspondence with customers. The software tracks the knowledge base entries that agents and customers view most often and displays these entries among the answers to the most frequent questions. When you generate reports with White Pajama's software, like those about service levels for calls and e-mail, you can drill down within the same report to view information for agents, groups of agents or methods of communication.