Reliant Octel 300 Spezifikationen PDF herunterladen (Seite 215)

IP Office Product Description

IP Office 4.2

Page 215

Issue 18.b.- (08 July 2008)

Campaign Manager

As part of VoiceMail Pro, Campaign Manager enables the gathering of repetitive information form inbound calls

(such as brochure requests) to be fully automated, leaving agents free to deal with other more complex calls

which require human interaction. A definable sequence of recordings are played to the caller with time in

between each recording to allow the capture of the caller's spoken answers and/or the caller's key presses via

DTMF. At the end of the transaction the caller can be thanked and the completed transaction retrieved by an

agent via a web interface or a short code.

Campaign Manager allows calls in queue to break out of the queue, or be directed in an overflow situation to

complete their transactions thereby increasing customer satisfaction by effecting an answer to their call. This

ensures that a minimum of customers give up when forced to wait in a queue or even worse, hear a recorded

message stating that they are calling outside of office hours.

In a Contact Center environment, when agents are busy, an overflow to Campaign Manager relieves

congestion and pressure on agent groups. An agent can collect the completed transaction via a web browser or

via a short code representing the park slot number of a particular campaign. This number can be pre-

programmed under a DSS key and used by agents to access the campaign. If the DSS key incorporates a BLF

lamp, that lamp is lit when new campaign messages have been left. Agents then transcribe the caller's

answers into a database or other records.

1 2 ... 210 211 212 213 214 215 216 217 218 219 220 ... 335 336

Keine Kommentare

Reliant Octel 300 Spezifikationen Seite 215