Service Overview
iCare (Intelligent Customer/Agent Relation Environment ) is a multi-media, multi-channel contact center agent desktop solution with unified interface to optimize agent and business user efficiency in an intuitive and user-friendly way. It is a Web browser based application platform to bridge multi-media contacts with business data or services. It is scaleable and cost-effective for any type of business application, whether outbound or inbound, telemarketing or inbound sales, customer service or proactive sales campaigns. It handles multimedia contacts, such as phone calls, VoIP calls, video session, and fax or Internet related contacts like CoBrowsing, Internet IM and email. The web browser application makes deployment and version upgrades effortless. A unified and intuitive interface further reduces required agent training. Newly developed or existing Web based applications can be added into the system rapidly -- simply plug and run. iCare provides agents and developers with powerful tools to increase productivity and improve customer satisfaction, thereby resulting in reduced costs to run contact centers.
Key Features and Benefits of iCare:
For Developers and Administrators:
- Rapid Development
By using Web technologies in the iCare application platform, developers can easily create applications independently and simultaneously. Moreover, multiple tools and languages (such as HTML, VBScript, JavaScript and Java) are available for developers. As a result, the development cycle is simplified.
- Utilize Existing Web Applications
Since iCare is a platform for multiple applications that can run simultaneously, any existing Web applications can be easily integrated with iCare.
- Active Updates
One of the benefits of iCare is the active update function. If there is a new version of the application available, the iCare server will inform the iCare Desktop. Administrators can define manual or automatic updates. If the automatic update feature is enabled (default), the new version will be automatically downloaded by the iCare Desktop.
- Security Enhancements
The desktop application provider does not define the security level in the iCare system. Individual applications on iCare platform have its own security management interface provided by the developer. Administrators can define the type of security for each application separately.
- Centralized Monitoring and Administration Interface
The iCare Desktop has monitoring and graphical seat-plan design tools that use a drag-and-drop mechanism. Administrators can assign seats with ease. When a seat-plan is activated, the agent's ID and status will display on the screen in pre-defined color-coded text. In addition, administrators can control all agents' authorizations and permissions on the iCare server.
For Agents
- Powerful Soft Phone Features
The soft phone on the iCare Desktop provides all of the standard telephony features. When the soft phone is enabled, it can control the corresponding hard phone at the agent workspace.
- Handy Tools
Agents need simple and handy tools like notepad, instant messenger and calculator. Therefore, all of those are available in the iCare Desktop. The instant messenger can do one-on-one messaging or one-to-multiple users messaging. Supervisors can do announcements through the instant messenger while agents can ask for assistance from individual agents or supervisor.
- Extra Detail Performance Review
For AUX, iCare Desktop supports up to 256 AUX types for agents to pick on the drop down menu. The personal record of the agent can be reviewed at any time by viewing the performance report from the menu.
- User-friendly Interface
During startup, the iCare Desktop will communicate with iCare server and obtains assigned user IDs and passwords for different applications, and then log-on to all those applications automatically. In other words, the agent only has to remember one user ID and password to log onto multiple applications. Furthermore, iCare Desktop will load all the necessary applications automatically and integrate it within the iCare server. The Web based architecture provides a friendly graphical interface as well as a browsing environment for the agent. This environment is easy to learn and reduces the training period.
iCare retains a log of each agent's status when combined with Octon's iWatch . iWatch can perform additional functions including real-time monitoring and alerting. iCare is one of the most flexible and stable agent desktops available in the market.
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