Contact Centre Evolution 2008

-- Industry -- Debt collection Distribution Financial Services Fund Raising Home Improvement Insurance Mortgage Outsourced contact center Political marketing Retail Telecommunications Travel and Resorts

-- Problem -- Agent retention Agent scripting Best practices/compliance Cost of technology Customer retention Ease of Use Increase productivity Integration Lead production Linking multiple locations Multi-channel needs Need to leverage customer data Open architecture/database Operational efficiency Record/monitor calls Reliability Reporting Third Party and CRM

-- Solution -- Amcat consulting services Amcat Inbound, outbound & blended Comprehensive reporting CTI CTI links to CRM data Data management Distributed Contact Centers Ease-of-use Flexible agent scripting Improved agent performance Improved productivity & efficiency Integration capability International Do Not Call compliance Managing multiple campaigns Multi-channel contact Ongoing support Open architecture & .NET Open database support Predictive automated dialers Remote agents Transactional voice recording

-- Language -- English German

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