Callmedia Hosted Inbound Contact Centre and Outbound Dialler with Synergy (Call Scripter) and Multi-media Integration
Callmedia is a complete contact centre management system designed to enable contact centre managers to get the best out of their people while meeting service levels for their customers.
Callmedia was designed from the ground up to be a multimedia contact centre solution, managing not only telephone calls, but emails, web requests, mobile text messaging, social and other media. Its design is based on the very best of modern contact centre philosophy and it has been architected to be extremely resilient and scalable.
This is a media independent advanced routing engine which provides sophisticated skills-based routing, priority escalation (tasks can be set to become more urgent as they queue, at a rate of your choosing to meet and adhere to SLA levels), dynamic skill expansion (additional groups of agents can be skilled in a queue when it hits certain thresholds such as wait times over x seconds) and database-based routing (routing decisions can be made based on looking up information about the caller in an external database).
The solution will provide a single Task Allocation Engine capable of routing the following media types:
• Inbound Voice calls
• Outbound Voice Calls (preview, progressive or predictive autodialler)
• Email / Fax
• Web Call back requests
• Web Chat
• Ad-hoc inbound and outbound calls
• Ad-hoc administrative tasks
• 3rd Party tasks (with integration)
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