Digital Testing Services (DTS) has launched SmartCall Communication Centre (SCC), its new media-independent communications routing application and workflow tool for single or multiple call centres.
SCC manages communications routing regardless of the source media like voice, data or fax and supports inbound and outbound calls, call blending, and power dialling functions in formal, informal or virtual call centres, DTS claims.
SCC controls agent workflow across the call centre or centres, using advanced CTI techniques presenting agents with relevant information about the customer's problem as soon as a job is received. Alongside contact details, agents can access records of previous calls, correspondence, contracts, information and account profiles.
The system aims to improve service levels and agent productivity by distributing jobs according to pre set criteria like skill level, language ability and priorities.
As an alternative, jobs can be routed by area code for home-based or branch office workers. SCC uses the same graphical interface for both inbound and outbound campaigns, reducing the amount of agent training required. Additionally, SCC includes sophisticated monitoring and business reporting to provide management with structured commercial analysis.
Ian Manning, managing director of DTS Software Solutions said: "SCC recognises the mixed media demands made on modern call centres brought about by the revolution in electronic commerce. Quite simply, it's an essential step forward for call centres."
It is expected that SCC will be sold through resellers as part of large call centre applications from the beginning of December. Pricing has not been finalised but is understood to be on a modular basis.
DTS 01753 792 000.
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