Answer Services

Problems

• Current infrastructure did not support outbound contact in a profitable manner.
• Solution had to integrate with current Startel PBX.
• New solution had to adhere to corporate open standards that included .NET and SQL server database.
• Due to competitive pressure in outsourcing industry, new technology had to be feature rich, but extremely cost effective.
• Agent desktop scripts must be flexible and easily changed and provide features that Answer Services had in the past such as post code look ups.
• Need to record all calls.
• Selected vendor had to provide flawless local support.

Implications

• New technology was critical to take advantage of growth opportunities.

Solution

• Amcat contact center management solution.
• Amcat dramatically increased outbound productivity and efficiency the first week.
• Integration accomplished with Startel system in a few days.
• Amcat architecture is based on open databases including SQL server and .NET framework.
• Amcat solution was very affordable compared to competitive solutions.
• Web-based Amcat agent scripting allowed managers to easily create scripts and even modify them in real-time, on-the-fly.
• Amcat transactional recording
• JKLogic service met every need.

Result

• A new Amcat customer in growth mode due to Amcat technology.
• Commented Answer Services’ Mark Humphries, “The new solution from JKLogic and Amcat has allowed us to go back to clients and run campaigns for them that were previously cost prohibitive. It allows us to attract new clients and retain current ones who are growing and demanding more services.”