AMTELCO Intelligent soft agent advantages
AMTELCO’s Intelligent Soft Agent enhances call center agent productivity by providing a single call management agent interface for all call center functions. Agent call states, telephone functions, and business-specific application functions are managed within the Soft Agent, eliminating the need for an agent to perform some functions on a telephone and other functions on a computer. The focus of the Soft Agent is to integrate all agent functions in a single streamlined presentation. This provides agents with a single point of focus, reducing training time and errors, and increasing productivity. Agents are guided through calls by agent scripts that can be customized for each call center client. There is no limit to the number of clients and scripts that can be created and scripts can range from simple one-screen information-gathering scripts to complex multi-screen scripts with links to external databases and web content. Call center agents are a critical customer contact point and the Intelligent Soft Agent empowers them to provide a positive and consistent customer experience.
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AMTELCO Intelligent soft agent advantages
- 1. American Tel-A-Systems Inc. 4800 Curtin Drive, McFarland, Wisconsin USA 53558-9424 www.amtelco.com Intelligent Soft Agent AMTELCO’s Intelligent Soft Agent enhances call center agent productivity by providing a single call management agent interface for all call center functions. Agent call states, telephone functions, and business-specific application functions are managed within the Soft Agent, eliminating the need for an agent to perform some functions on a telephone and other functions on a computer. The focus of the Soft Agent is to integrate all agent functions in a single streamlined presentation. This provides agents with a single point of focus, reducing training time and errors, and increasing productivity. Agents are guided through calls by agent scripts that can be customized for each call center client. There is no limit to the number of clients and scripts that can be created and scripts can range from simple one-screen information-gathering scripts to complex multi-screen scripts with links to external databases and web content. Call center agents are a critical customer contact point and the Intelligent Soft Agent empowers them to provide a positive and consistent customer experience.
- 2. AMTELCO Intelligent Soft Agent 2 Soft Agent Advantages The Intelligent Soft Agent can turn any computer into a telephone to provide screen-based call center services from almost any location. • Avaya ACD Integration in Expert Agent Environment • Soft Call Center Agent with Screen Based Call Control • Local and Remote Agents • Perfect Answer Pre-recorded Agent Greetings • Automated Call Recording of Audio and Screens • Customizable On-Screen Bulletin Board • Customizable Keyboard Assignments with Optional On-Screen Layout Display • Unlimited Clients • Auto-Connect or Manual Connect Option • Avaya ACD Agent State Transitions • Customizable Answer Phrase Per Client • Display of Caller ID Name and Number • Customizable Toolbar Per Client • Customizable Agent Call Flow Scripting • Customizable Web Scripting • Script Links with External Databases, Web Sites, and Applications • Contact Based Scripted Dispatching of Information Gathered • Paging, Email, SMS Text Messaging • Agent and Web Directories • On-Call and Appointment Schedules • Integrated Instant Messaging • Inbound Web Chat and Email Routing to Agents • System Monitoring of Agent Activities • Crystal Reports Based Statistics and Reporting About AMTELCO AMTELCO has been an industry leading provider of customized call center innovations for more than 30 years. With a strong background in the telephone answering service industry, AMTELCO's primary focus is to design systems that offer cutting-edge technology, which reduces labor costs and increases profitability. AMTELCO has gone on to be awarded more than twenty U.S. patents for telephone switching devices and methodologies. AMTELCO's specialized call center innovations are recognized throughout the industry for improving customer service with straight-forward procedures and trouble-free system maintenance. AMTELCO products are in operation in all 50 of the United States and in more than 20 foreign countries. Millions of telephone calls a day are processed by AMTELCO systems in call centers, contact centers, healthcare facilities, executive suites, university campuses and private offices throughout the world.