Feature of the Month

Automation in your call center is an essential component if you are trying to increase efficiency. Implementing automation saves time, eases frustration, and, when used correctly, increases accuracy. Streamline your call center’s inbound and outbound communications with the MergeComm automated dispatching application.

Automate and simplify the scheduling of your on-call coverage using Amtelco’s Auto Scheduler feature. Auto Scheduler provides accurate scheduling, saving time and the hassle of this tedious process. 

miTeamWeb is a mobile-friendly interface that extends the functionality of Amtelco’s contact center applications. miTeamWeb enables your clients, staff, and business associates to access messaging, directory information, on-call scheduling, call log monitoring, and reporting.

Managing the call queue to ensure calls are being answered in a timely manner can be a tedious task for your supervisors.

Your call center and contact center staff and clients can view real-time information about automated call distribution (ACD) activities, agent call handling statistics, and Intelligent Series dispatching task with the miTeamWeb Dashboard. Data is provided in both graphic and text formats for easy viewing.

The Genesis Emergency ACD takes effect if a client application—such as Amtelco’s Intelligent Series and Telescan’s Prism II—becomes disconnected from the Genesis platform.

Assess agents’ productivity to improve their performance, improve customer retention rates, eliminate unproductive processes and systems, and address sources of agent frustration with the Intelligent Series (IS) Agent Assessment feature.

Predictive Intelligence uses the ANI (automatic number identification) from the call to recognize previous callers.

ANI, also referred to as automatic number identification, is used to identify the number calling when the phone rings. In a call center, the system can screen the ANI and use the phone number or pattern when routing calls to agents or clients.

With the optional Genesis IS ACD Callback behavior feature, callers can request a call back at a specific date and time instead of waiting on hold for an agent to answer their call.