Amcat provides a comprehensive unified contact center software suite based on an IP model. They have been developing contact management software since 1991. The product has evolved into a comprehensive suite containing inbound call routing, proactive outbound, IVR, email, channels such as web and other components such as real-time statistics and reports.
One of the critical areas of the contact center is to provide relevant information to management in real-time so that interactions and marketing campaigns can be monitored, decisions can be made and adjustments implemented. For inbound customer service projects, real-time statistics are vital to achieve proper levels of service and response. For outbound marketing and sales projects, it allows campaigns to be adjusted so that corporate objectives can be met.
Amcat provides several areas for monitoring and reporting:
Real-time statistics for inbound and outbound contact projects and agent resources. Historical reporting for almost any aspect of the call center. Service level alerts, quality monitoring, digital recording, and agent messaging and dashboards.
Most offerings are not unified and don’t operate with a common database structure.
Customers can purchase exactly what they need to solve their communication issues. The company sells or leases its software to the end user.
For more visit amcat.com..
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