Posted 27-10-2011 in Latest industry news
Azzurri Communications has announced the launch of the latest version of its contact centre management suite, which aims to improve customer service by matching callers with the most relevant call centre agent for their query.
If an agent is unable to resolve an issue or answer a specific question, Callmedia 5.0 uses a ‘collaboration wizard’ designed to find the best person to fix the problem, and allows the agent to consult and confer with colleagues without the need to leave callers waiting on hold.
The platform also offers managers over 150 different real-time statistics, with customer experience reports showing details about the entire call journey, from queue times and conferences to notes passed between agents during collaboration.
Callmedia 5.0 is currently on controlled release, with general availability scheduled for the beginning of next year.
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