Ensemble 2.0 generates outbound calls and routes incoming calls to agents. It also lets agents receive e-mail messages and calls resulting from Web callback requests. Besides routing calls to agents, Ensemble displays screen pops on agents' PCs that identify callers based on the phone numbers they dial from or information they enter from your IVR system. Whether customers communicate with agents by phone or e-mail, agents view one screen to find out information about a customer's account and previous transactions.
Agents also can use Ensemble to schedule outbound calls or e-mail messages in advance.
For example, if an agent receives a call from a customer who purchases a new product, the agent can schedule a follow-up call to take place two weeks later. Through a partnership with Kana Communications, Ensemble offers an optional module that sends automatic replies or provides agents with suggested answers to customers' e-mail messages. You can create scripts so that, for example, if a customer calls your center to check an account balance, Ensemble notifies an agent whether the customer is eligible for a special promotion. Ensemble also lets you view real-time statistics and historical reports for all forms of communication. For example, you can produce reports that include statistics about inbound calls, outbound calls, e-mail messages and Web callback requests related to a particular marketing campaign.