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Amcat Communicator Powers 'Contact Center Without Boundaries(TM),' Increasing Agent Productivity

Posted on: Tuesday, 31 July 2007, 12:03 CDT

OKLAHOMA CITY, July 31 /PRNewswire/ -- Amcat, a leading provider of intelligent customer contact solutions, leverages its award-winning CTI-based agent productivity software, Amcat Communicator, as a foundational element of its "Contact Center Without Boundaries(TM)" model.

Amcat Communicator enables a consistent voice and data interface for all resources, premise, remote, distributed and home agents, providing agents the tools to resolve issues faster, be less dependent on supervisors for help and information, and have more control of each interaction.

"As agent resources become more distributed and home based, one of the most important software elements is the agent interface," said Richard Costello, Amcat president and Amcat software architect. "When agents are remote, whether in groups or at home, they need tools that make them just as effective as premise-based employees and tie them into the operation. These software tools must bring customer and product information to the agents wherever they are located, provide logical scripting, as well as the power to look up information and see customer histories. Managers, in turn, need tools to control their resources effectively even when they are remote. This includes monitoring, real-time statistics, reporting and communication tools that provide the right amount of management control."

The benefits of Amcat Communicator include: -- Unified voice and data interface for the IP model user, which ensures customers receive a consistent message, -- Capabilities to serve inbound, outbound and blended operations, -- Easy-to-use email and other multi-channel capabilities, -- Logical branching and scripting with data integrated into the script, -- Ability to work in multiple application 'Frames,' -- .NET standards to facilitate data integration, -- Plug-in architecture to meet specific business requirements, and -- CTI contact controls to all resources, including conference, transfer, record editing, and data/call history look-up capabilities.

"Wherever agent resources are located, Amcat Communicator provides businesses expanded capabilities to serve inbound, outbound, and blended operations across the entire enterprise," said Jim Texter, Amcat senior vice president and chief technology officer. "With greater pressure to improve agent productivity, Amcat Communicator gives contact center managers the power and flexibility to manage interactions more efficiently. The end results are improved productivity and sales, great customer service, and lower agent churn."

Amcat Communicator also comes with a comprehensive, full-featured script design application, Communication Designer. Communication Designer provides non-IT personnel with unlimited possibilities when designing and building agent scripts. Communication Designer allows script designers to work in an easy-to-use GUI environment or in native HTML mode for more advanced users and build 'Frames' to allow agents to work in multiple applications.

Amcat Communicator was recently awarded the Product of the Year award from TMCnet.com. It is available as an upgrade to Amcat's Contact Center Suite product and comes standard with the new 'Amcat Interactions' IP solution.

About Amcat

Amcat(TM) customer interaction management solutions help companies grow their business while providing the flexibility to adapt to changing business requirements. Amcat's contact center software is scalable, allowing businesses to expand while their communication infrastructure scales and grows with them. Built from decades of customer care expertise, Amcat solutions are easy to use and reliable, driving more productive customer interactions. Today, Amcat is helping over 2,000 companies grow their business while increasing revenue, reducing costs, improving customer service and adapting to market change. That's Amcat. Smart contact. Smart business. For more information visit http://www.amcat.com/ or call 1-800-364-5518.

Press Release Contact Star VanderHaar Arketi Group 404.929.0091 x205

Amcat

CONTACT: Star VanderHaar of Arketi Group, +1-404-929-0091, ext. 205, forAmcat

Web site: http://www.amcat.com/

Source: PRNewswire

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