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UC MULTIMEDIA FEATURES

Now licensed via LMC/LMS (no longer uses a Hardware dongle for licensing)

The primary objective of UC Multimedia (ContactWorX®) is to enable web customers to e-mail questions and/or request a live chat with a contact center agent. It uses NEC’s powerful Infolink computer telephony interface to enable the skills-based routing capabilities of UC Automatic Call Distribution (CallCenterWorX-ACD) and to bring all contact media types through universal queues – making it flexible enough for almost any contact center environment.

Agents can be configured to take any combination of voice, e-mail and web chats. Additionally, priorities within UC ACD can be used to determine the priority of certain events. For example, e-mails may only be taken when there are no voice calls in queue. This differentiating integration gives you more control than alternative contact center solutions that queue multimedia events outside the context of the call center.

System Features

  • Supervisor role - Supervisors function as limited administrators and can be configured to manage departments, queues and reports.
  • Real-time alerts - Enhanced queue alerts and system alerts keep administrators informed of system status.
  • Event notification - Agents have the option to be notified by sound when receiving a new e-mail or chat task.
  • Library search - Updated library interface includes a feature enabling users to search the library for keywords and phrases.
  • Simple CRM support – Configurable option to retain customer information for each contact type (voice, e-mail, or chat) and present profile information to the agent upon task assignment.
  • Call notes – Voice agents are presented with a dialog that allows them to enter notes about the voice call. This feature will also display the CRM profile information to the agent if available by ANI or account information received from the IVR.
  • UC Agent integration – even voice only agents using UC Agent can view chat/email history and take call notes.

E-Mail Features

  • Auto response – Provides an automatic response to the originator acknowledging the message and committing to a personalized response in a specified timeframe.
  • Forwarding to agent or supervisor – Allows the agent to forward an e-mail to a supervisor or to another agent who can more effectively complete the transaction.
  • Spell check and grammar check – Provide an extra element of quality control by checking spelling and grammar.
  • Mark messages as “pending” while researching – Holds the message to allow an agent time to research the issue while letting others know that the message is being handled.
  • Choose responses from a library of responses designated for use by a supervisor.
  • Quicknotes – Supervisors determine which agents are able to use the internal messaging system to send a quick note to internal UC Multimedia users.
  • Restrict Responses - Enforce standard replies by requiring agents to respond to e-mails only with pre-configured library articles.
  • Restrict Pending E-mails - Limit the number of e-mail messages an agent can put in the pending folder.

Chat Features

  • Handle multiple chats simultaneously – Since web chats typically have some delay time while each response is being constructed, an agent may concurrently handle several web chat sessions.
  • Push web pages – Enables agents to assist customers with navigating the web site by pushing the appropriate page directly to them.
  • Provide e-mail transcript of chat session – Following a web session, customers can request that a copy of the chat session transcript be emailed to them for future reference.
  • Spell check and grammar check - Reduce errors by spell and grammar checking chat text before sending it to the customer.
  • Color-coded chat transcripts - Enhanced search results display color-coded chat transcripts to help easily distinguish customer text, agent text and administrator text.
  • Chat phrases – Insert chat phrases into conversation to quickly and consistently respond to customers.
  • Chat monitoring – Monitor chat sessions, privately advise an agent, or join a chat session to provide customer assistance.
  • Chat invite – Invite other available agents to assist in an ongoing chat session.
 
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