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Voice Messaging, Call Logging, Agent Assessment Applications, Voice Recognition Systems, Voice Mail, Unified Messaging, Call Recorders, Speech Recognition, Massachusetts

Client/Server Software for Call Centers

Scout
Scout is a software based, client/server application, which acts as an inbound call management system. It enables customer service departments to intelligently manage customer interaction based on customer needs and service representatives skill sets.
Scout improves and manages customer interaction by providing relevant customer information through a visual display to service representatives prior to connecting a call. Representatives can select to speak with any caller in the queue, empowering representatives to make priority decisions based on caller attributes.

Customer satisfaction is improved by connecting your customers to the right information - faster. Scout allows you to provide your customers with multiple choices for accessing the information they need, including speaking directly to a representative, requesting a callback, accessing a faxback system, or listening to a pre-recorded answer. Scout enables you to deliver unrivaled, quality service to your number one asset - your customers.

Scout provides a variety of benefits to the caller, the telephone representative and to the customer service department.

Intelligent Call Distribution (ICD) is managing the distribution of your incoming calls based upon your customers need and the skills set of the representatives answering the calls. ICD ensures that customers are routed correctly and when they reach a representative, the representative is prepared to address their needs. Scout provides Intelligent Call Distribution (ICD) through it's Call Flow Manager and Call Center Manager applications. Call Flow Manager is a flexible scripting application which intelligently distributes calls based on customer needs. This powerful application allows you to define and create the available choices for each type of caller. Either Dialed Number Identification System (DNIS) or customized Interactive Voice Response (IVR) scripts are used to gather information from callers so you can direct callers to a faxback application, a voice mailbox, allow them to request a callback instead of waiting on hold or connect them to a live representative to obtain information. Scout allows you to provide your customers with multiple choices to quickly access the answers they need.

Scout's Call Center Manager enables you to direct calls to representatives or teams of representatives with similar expertise. Scout dynamically delivers calls to representatives based on the type of call and the priority of the representatives or teams' skills. Scout can leverage highly skilled representatives, who can handle the broadest range of customer issues, across multiple queues and limit the types of calls directed to representatives in training. This type of intelligent call distribution ensures that more highly skilled representatives are available for critical customer issues and they are also utilized when call volumes demand more resources.

Effective Customer Interaction means ensuring your customers communication with your organization is successful and rewarding. Scout's Agent application provides representative's with a visual queue of who is calling, why they are calling, and how long they have been waiting. Allowing representatives to address the customer issue as opposed to spending valuable time on the phone gathering background information.

Call Flow Manager
Scout's Call Flow Manager uses a graphical design interface for quickly and easily building call processing applications. It includes a design tool and voice editor which are used to generate routing tables and prompts used by the Scout Telephony Server to process calls. The call flow is shown graphically in a simple hierarchy of menus or nodes as depicted in the screen below. Call Flow Manager supports call processing functions The call flow is shown graphically in a simple hierarchy of menus or nodes as depicted in the screen below. Call Flow Manager supports call processing functions such as voice menus, testing for time of day/day of week, call queuing, call transfers, playing a message, transferring to a mailbox, or capturing a customer callback.

Scout makes extensive use of Call Flow Manager to create scripts that are used for processing inbound calls, processing calls for specific representative mailboxes, processing calls that are routed to queues which contain no service representatives, and processing callers while they wait in a hold queue. Herein lies the flexibility of Scout to provide customers with multiple choices when entering a service department script
Scout Architecture/Configuration

Scout has two primary components: the Scout Telephony Server and a set of Scout applications for administrators, supervisors and representatives. The telephony server, which runs on Microsoft Windows NT™, bridges the telephone system (PBX) and the local area network (LAN). This configuration allows incoming calls to be monitored, routed, and managed from the PC desktop. Sharing a common LAN connection with a customer database gives the telephony server real time data retrieval capabilities. Data gathered from the database can be used to route calls to the appropriate representative and provide customer specific information to the service representative.

The second Scout component is the robust applications and tools that allow administrators to define their department, including defining representatives, teams, queues and developing routing options for callers. The Scout software coordinates the delivery of caller information to representative workstations in conjunction with incoming telephone calls. The software resides on the Scout Telephony Server and is administered through a Windows-based Graphical User Interface (GUI). The agent application which provides the visual queue of callers is installed at the representative's desktop and runs on Windows 95 and Windows NT.

 


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Voice Messaging, Call Logging, Agent Assessment Applications, Voice Recognition Systems, Voice Mail, Unified Messaging, Call Recorders, Speech Recognition, Massachusetts

Voice Messaging, Call Logging, Agent Assessment Applications, Voice Recognition Systems, Voice Mail, Unified Messaging, Call Recorders, Speech Recognition, Massachusetts