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Contact Center Manager Server (pdf)
Contact Center Manager Admin (pdf)
Skills-Based Routing Brochure (pdf)

Contact Center Manager 6.0

Contact Center – Manager (CCM) is the core functionality of any Contact Center 6.0 deployment. It is composed of two parts, first is the Contact Center – Manager Server (CCMS) and second is the Contact Center – Manager Administration (CCMA).

The Contact Center - Manager Server (CCMS) provides skill-based routing, call treatment flexibility, real time displays, historical reporting, and comprehensive management - empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers.

Skill-based routing is the process of matching contacts to the most qualified agent in the shortest possible time. The most qualified agent is the agent with the appropriate skill set or unique abilities for handling the type of call or contact. Rules for routing and contact treatment (what happens while the customer is queued for a response) can be simple or complex. A powerful scripting language is used to capture those rules for use with each customer contact.

The comprehensive reporting tools of Contact Center - Manager Server help managers and supervisors accurately track agent performance, resource utilization, and trends. The system’s real-time and historical reporting can help in adjusting staffing levels in peak periods and in forecasting business requirements and human resource needs over the long term.

Contact Center - Manager Administration (CCMA) is a browser-based tool for contact center administrators and supervisors. It is used to manage and configure a contact center and its users, define access to data, and view real-time and historical reports. The Contact Center - Manager Administration component may be installed on the same server as the Contact Center - Manager Server, or on a separate networked server.

Key Features:

• Higher performance and improved capacity - supports 3,350 agents, 66,000 calls per hour, and 1,000 skill sets
• Scalable – provides networking of up to 30 contact centers and up to 100,000 agents
• Flexible – agents and supervisors can work in a contact center, in a remote office, or at home
• Open Queues – unifies the queuing of all types of customer contacts (Email, voice, IM, Fax, etc.)
• Universal Networked Skill-based Routing – route any type of contact to the agent with the best skill set, regardless of their location in the network
• Real Time Displays and Historical Reporting - Provides managers with decision-making tools - from real-time displays to historical reports - reflecting contact center activity, agent performance, resource utilization and trends
• Report Creation Wizard – create custom reports for any need
• Open and Standard Interfaces – provides easy integration of third-party applications (reader boards, IVR, workforce management, etc.)
• Investment Protection - Grows and adapts to your company's evolving needs, employing open architecture, flexible design, and built-in scalability
• Partitioning – restrict access of agents and supervisors to reports and data.