Concerto Software releases new version of ContactPro. (New Products).Concerto concerto (kənchâr`tō), musical composition usually for an orchestra and a soloist or a group of soloists. In the 16th cent. concertare and concertato implied an ensemble, either vocal or instrumental. Software, formerly Davox Corporation and a provider of customer interaction management (CIM (1) (Computer-Integrated Manufacturing) Integrating office/accounting functions with automated factory systems. Point of sale, billing, machine tool scheduling and supply ordering are part of CIM. ) solutions, has announced the release of the latest version of ContactPro, its CIM solution. ContactPro 4.2 was designed to improve contact center productivity and efficiency by enabling supervisors to manage all contact center functions from a single administration point and allowing agents to handle interactions across all channels, including voice, fax, e-mail and the Web. The new version of ContactPro offers the full spectrum of multimedia capabilities to route, monitor, record, report and administer all contact center interactions, and adds enhanced email management, secure sockets layer (networking, security) Secure Sockets Layer - (SSL) A protocol designed by Netscape Communications Corporation to provide secure communications over the Internet using asymmetric key encryption. (SSL (Secure Sockets Layer) The leading security protocol on the Internet. Developed by Netscape, SSL is widely used to do two things: to validate the identity of a Web site and to create an encrypted connection for sending credit card and other personal data. ) support for Web chat and collaboration and automatic workflow distribution. With the new capabilities, users are better enabled to deliver personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. responses to e-mail inquiries and customers are afforded greater security, as the added SSL support ensures privacy for all Web communications. In addition to routi ng voice and Web interactions, automatic workflow distribution technology helps enable true universal queuing and routing of all business inquiries -- including tasks, tickets and work processes -- using each center's unique business rules and agent skill sets. www.concerto.com/800-480-2299 |
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