Tools for multimedia, help desk and distributed call centers

Tools for multimedia, help desk and distributed call centers

CYberCall From ATIO

Maintaining a large profile by a small company is a difficult balancing act. While putting up a presence on the Internet can bring in additional revenue and provide more ways to satisfy customers, handling the multimedia transactions that come in through a Web site can tax the resources of many small to mid-size call centers. ATIO Corporation has designed its CyberCall software with this fact in mind, although it is also scalable for larger centers.

When a customer clicks on the CyberCall button on a company’s Web site or calls in by phone, the contact request is passed on to the proper representative through the CyberCall Interaction Gateway. The Interaction Gateway is a multimedia automatic call distributor (ACD) that uses a company’s business rules and context-sensitive information about the customer to route the information about the caller and the call to the proper representative. Once delivered to the rep, the CyberCall PowerAgent desktop application manages the customer interaction process through a variety of media including callback, e-mail, fax, text chat, collaborative whiteboards and Internet telephony.

As well as the Interaction Gateway and the PowerAgent, CyberCall’s various modules include: the Inbound Module, which, together with the Interaction Gateway, performs the intelligent prioritization, routing and and queuing of incoming telephone calls through standard CTI links; the Web Module, which prioritizes, routes and queues e-mail, callback requests, text chat and Internet telephony calls; the IVR (interactive voice response) Module, which provides the access point for capturing customer information via the telephone keypad and a comprehensible platform for self-service solutions; the Outbound Module, which is a telesales/telemarketing solution for building telemarketing scripts, managing caller lists and campaigns; the Config Builder, with which call center managers and supervisors can configure the entire CyberCall interaction solution; the Call Center Monitor, which provides real-time CSR and queue summary statistics for services, individual CSRs, CSR groups and media; and the Statistics Manager, which provides an intuitive point-andclick user interface for generating historical reports on all events and resources for any given time period.

For more information, call Christian Jensen at 612-837-4055 or visit

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One of the basic problems with servicing customers over the Internet is getting the right information to them quickly. Knowlix Corporation has provided new capabilities in the v4.11 release of its iKnow knowledge management products, which are designed to provide companies with the ability to put the needed information in the proper hands in a hurry.

For Internet and Intranet distribution, iKnowWeb software works with NT Web servers from Netscape and Microsoft to give users knowledgebase access over the Internet. iKnowWeb software’s on-the-fly HTML conversion allows support operations to manage constantly changing data without having to author or maintain thousands of HTML pages. Companies can create knowledgebases from existing content to convert legacy data such as HTML files, e-mail, database files, word processing documents and other file formats, which allows for rapid seeding of a knowledgebase so that the support content can become immediately searchable using iKnow software.

iKnowAuthor software enables support analysts to create new knowledge in the workflow, then audit and validate that content. It also lets analysts improve the quality and usability of the knowledge by adding graphics and spellchecking the content. iKnowAuthor software automates the process by creating approval queues, so that solutions can be checked for spelling, technical accuracy, adherence to policy, etc. iKnowAuthor provides intelligent workflow queues that find the most-used solutions in a company’s internal database and targets them for editing and internal publication. iKnowAuthor also provides the ability to add graphics and other files to enhance a solution. The iKnowAuthor software exports data about how the knowledgebase is used to Crystal reports and most other reporting tools so that management can see reports of what knowledge was accessed by whom and how it was used, so that the information can be evaluated for pertinence.

iKnow software also supports natural language queries and performs automatic thesaurus and acronym searches. It can be completely customized, so that users can add their own acronyms, synonyms, inflections, plurality and alternate words as well as identify words to be ignored during searches. iKnow software can be integrated into existing help desk products or used as a stand-alone solution.

For more information, call 800-7332019 or visit

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Enterprise Explorer

From Melita

As more companies are discovering the benefits of having dispersed call centers, they are also running up against various problems in managing these distributed centers. For example, one call center may be providing excellent customer service, but has idle agents, while another center may be innudated with calls and its service levels are dropping, but the calls cannot easily be passed on to the center with the idle agents. To aid companies in managing this and other problems, Melita International has released Enterprise Explorer, which is designed to create, monitor and control distributed call center resources.

Using Melita’s Mixed Media Servers, companies can integrate their existing communications and computing infrastructure to create custom-tailored solutions so they can provide enterprisewide customer contact management. These servers, deployed at multiple sites, can be interconnected using asynchronous transfer mode (ATM), Ti/El or Internet telephony.

The Mixed Media Servers are designed to enable rapid implementation and deployment of advanced business solutions so that companies can quickly implement and deploy solutions to additional sites without duplication of system resources such as PBX, ACD, IVR or predictive dialers. Companies can manage and distribute call center resources, including agents, information and telephony, so that they can be used where needed, when needed.

Enterprise Explorer is designed to deliver a live agent for every call so customers are not placed on hold. Its Individual Agent Pacing helps to identify precisely how many calls to deliver to agents and helps the system predict when an agent will be available to take a call. The Enterprise Explorer also virutally eliminates the occurrence of nusiance calls (when a customer is called but all agents are busy) through the use of Cancel Dial, which cancels calls before they reach customers.

Enterprise Explorer uses MPower Architecture, Melita’s distributed and object-oriented architecture that is based on the Common Object Request Broker Architecture (CORBA) standard. MPower uses other industry standards such as Distributed Component Object Model (DCOM) to integrate with diverse technology platforms and allow the implementation and deployment of resilient business applications to address geographically distributed environments.

The MPower architecture also provides a platform for the effective management and delivery of multiple media types (such as Internet, e-mail, fax, video and Internet telephony) simultaneously.

For more information, contact Angela McMahon at 770-239-4449 or visit

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For information and subscriptions: call TMCT(TM) at 203-852-6800; or fax to 203-853-2845 or 203-838-4070.

Copyright Technology Marketing Corporation Nov 1998

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