Service Overview
A contact center can do more than just handle inbound services, with the right system and business mind, the contact center is in fact a profit generator. Multimedia Campaign Manager (MMCM) empowers existing inbound contact centers to implement a unified single solution to transparently conduct simultaneous campaigns with blended multiple channels, including voice, email, IMS, and facsimile for both inbound and outbound operations. MMCM enhances responsiveness and streamlines customer exchanges to deliver superior customer service in a proactive way. This gives a business a more integrated and collaborative approach to customer satisfaction.
Providing high quality customer interactions while utilizing a group of agents efficiently is one of many challenges that contact centers encounter. MMCM was developed to help with this problem by enabling contact centers to run lead generating and customer service campaigns on multimedia fashion. Traditional campaign managers may just do the voice for you, with MMCM, you could launch campaign with voice, email, SMS, IMS and fax.
It has a user-friendly interface for creating, designing, and conducting both types of outbound campaigns. The blended campaign, with the blended agents feature enabled, fully utilizes a contact center's human resources. MMCM supports automatic campaigns generated from programs. Campaign scheduling can be done manually or by importing specific campaign files. In the manual mode, an import wizard easily incorporates dialing lists, scripts, and or randomly generating dialing numbers.
Key Features and Benefits of MMCM:
Intelligent Dialer works with both MMCC (IP with Multimedia) and traditional PABX. It can request campaign lists automatically or manually from MMCM, placing outbound calls, classifying calls, and reserving agents with the necessary skills to handle that call.
Advanced signaling like ISDN, ISUP, or SS7 can be used for accurate call progress detection.
Multiple dialing modes include Predictive, Preview, Progressive, and Power-dialing mode. Predictive mode is used to achieve maximum agent utilization by performing predictions on call origination needed per agent. Preview mode enables agents to provide better service by allowing them to dial, skip or cancel the request from a screen pop. Progressive mode enables administrators to configure the dialing rate by setting the number of lines per agent. Power-dialing mode enables extremely high speed, outbound calls independent of agent status.
Blended modes enable MMCM to deliver multiple campaigns simultaneously for both inbound and outbound contacts. A group of agents can dynamically receive both inbound and outbound calls. Blending enables an agent to switch between receipt of inbound and outbound calls on a call-by-call basis, while administrators can assign different campaigns according to their needs without worrying about schedule conflicts.
Personal callback provides an agent the ability to insert a record into the dialing list to be called at a later time. The rescheduled call can be handled by the same agent or by another belonging to the same skill group, which improves the quality of service as well as completion success rate.
Auto-Campaign allows administrators to generate campaigns by program and execute them with MMCM. MMCM checks for uploaded campaign files periodically, and executes them according to the defined schedule in the file. This vastly enhances management efficiency and flexibility.
Reporting allows supervisors to see all active campaigns or get detailed information about a specific campaign. Administrators can see agent performance by campaign, campaign performance, campaign details and outbound call details. Historical reports provide data such as calls placed, completion success rate, average talk time, et cetera.
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