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BCM Contact Center

Business Communications Manager supports the following advanced capabilities, which are designed to enhance your company’s ability to provide top-flight customer service as well as its profitability:

• Call Transfer improves service by providing customers with access to the extension or voice mailbox of a helpful party, without waiting through the queue. Options are also provided to enter a customer-controlled routing tree.
• Agent Phone Set Display provides your agents with caller data such as CLID and DNIS right on their phone’s LCD screen.
• Agent Dynamic Priority matches callers to the agent who is best able to handle their needs, delivering skillbased routing to your contact center. Preferences can be easily entered and updated by the system administrator.
• Call Priority helps contain costs by answering calls placed to the tollfree number ahead of calls entering the system via a local line. Again, these preferences can be easily entered and updated by the administrator.
• Delegated Contact Center Management enables the administrator to offload certain management tasks to the contact center supervisor, while still maintaining control over the system.
• Comprehensive Reporting Capability shows contact center activity, traffic fluctuations, agent performance and work characteristics, usage of contact center resources, and overall system performance.
• Silent Monitor allows a contact center supervisor to monitor an agent silently as to not alert the agent or caller that the call is being monitored. Both incoming and outgoing calls may be monitored, therefore improving the customer service experience.
• Intelligent Contact Center Routing offers methods for moving a call around the contact center based on various input conditions.