Call Center Solution

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.

Call centers face a variety of challenges in today’s ever-changing environment. When it’s time to upgrade your call center software, the selection process can be overwhelming.

Waiting on hold is a frustrating experience that decreases customer satisfaction. Offering callbacks to callers is a great solution that provides many benefits to your call center.

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.

The Intelligent Series (IS) Web Chat is an optional feature that provides web browser users with the ability to communicate directly and immediately with IS agents.

The Genesis Park Line Pickup feature allows an agent or a script to park a call to a special ACD Skill to await a callback from a contact.

The Message Survey feature provides supervisors and agents with the ability to locate and deal with messages that may have been overlooked during a work shift, business day, or another time frame.

Amtelco’s Service Level reports are utilized specifically to monitor agents’ interaction with callers, traffic patterns, agent abandons, and system abandons. Visual warnings are used to indicate if agents are reaching the requirement settings configured in the parameters.

Are you searching for new ways to generate additional revenue from your existing TAS customers? Maybe you want to bring added value to your current portfolio of services and make your customers stickier. Text-enabling landline numbers is a great solution.

Call centers exist in a constantly changing marketplace. New channels and technologies are constantly emerging. Using a multi-channel, all-in-one system makes it easier to support customers’ needs and earn their loyalty.