Amcat Communicator enables first-call resolution and better customer interactions for distributed and home-based agents OKLAHOMA CITY, July 31 /PRNewswire/ -- Amcat, a leading provider ofintelligent customer contact solutions, leverages its award-winningCTI-based agent productivity software, Amcat Communicator, as afoundational element of its "Contact Center Without Boundaries(TM)" model. Amcat Communicator enables a consistent voice and data interface forall resources, premise, remote, distributed and home agents, providingagents the tools to resolve issues faster, be less dependent on supervisorsfor help and information, and have more control of each interaction. "As agent resources become more distributed and home based, one of themost important software elements is the agent interface," said RichardCostello, Amcat president and Amcat software architect. "When agents areremote, whether in groups or at home, they need tools that make them justas effective as premise-based employees and tie them into the operation.These software tools must bring customer and product information to theagents wherever they are located, provide logical scripting, as well as thepower to look up information and see customer histories. Managers, in turn,need tools to control their resources effectively even when they areremote. This includes monitoring, real-time statistics, reporting andcommunication tools that provide the right amount of management control." The benefits of Amcat Communicator include: -- Unified voice and data interface for the IP model user, which ensures customers receive a consistent message, -- Capabilities to serve inbound, outbound and blended operations, -- Easy-to-use email and other multi-channel capabilities, -- Logical branching and scripting with data integrated into the script, -- Ability to work in multiple application 'Frames,' -- .NET standards to facilitate data integration, -- Plug-in architecture to meet specific business requirements, and -- CTI contact controls to all resources, including conference, transfer, record editing, and data/call history look-up capabilities. "Wherever agent resources are located, Amcat Communicator providesbusinesses expanded capabilities to serve inbound, outbound, and blendedoperations across the entire enterprise," said Jim Texter, Amcat seniorvice president and chief technology officer. "With greater pressure toimprove agent productivity, Amcat Communicator gives contact centermanagers the power and flexibility to manage interactions more efficiently.The end results are improved productivity and sales, great customerservice, and lower agent churn." Amcat Communicator also comes with a comprehensive, full-featuredscript design application, Communication Designer. Communication Designerprovides non-IT personnel with unlimited possibilities when designing andbuilding agent scripts. Communication Designer allows script designers towork in an easy-to-use GUI environment or in native HTML mode for moreadvanced users and build 'Frames' to allow agents to work in multipleapplications. Amcat Communicator was recently awarded the Product of the Year awardfrom TMCnet.com. It is available as an upgrade to Amcat's Contact CenterSuite product and comes standard with the new 'Amcat Interactions' IPsolution. About Amcat Amcat(TM) customer interaction management solutions help companies growtheir business while providing the flexibility to adapt to changingbusiness requirements. Amcat's contact center software is scalable,allowing businesses to expand while their communication infrastructurescales and grows with them. Built from decades of customer care expertise,Amcat solutions are easy to use and reliable, driving more productivecustomer interactions. Today, Amcat is helping over 2,000 companies growtheir business while increasing revenue, reducing costs, improving customerservice and adapting to market change. That's Amcat. Smart contact. Smartbusiness. For more information visit
Amcat Communicator Powers 'Contact Center Without Boundaries(TM),' Increasing Agent Productivity
August 08, 2007, 1:08 a.m. EDT 3 Min Read
