eAssist Global Solutions launches NetAgent 6.1.eAssist Global Solutions, Inc. has announced the availability of eAssist NetAgent 6.1, a suite of integrated applications designed to help organizations reduce the cost of customer interactions while providing prompt, reliable service and support using a combination of e-mail, online chat and telephone. eAssist NetAgent 6.1 is comprised of three modular applications and provides a single interface for managing customer interactions across communication channels. The modules include eAssist NetAgent Email, which sorts inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound email messages according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. topic and then automatically routes them to the customer service representative with the expertise to respond quickly and accurately; eAssist NetAgent Chat, which enables CSRs to communicate with Web site visitors in realtime See real time. , handling up to six online sessions simultaneously; and eAssist NetAgent CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. , which allows call centers to integrate inbound PBX/ACD calls and CSRs' desktop phones with NetAgent Chat and NetAgent Email. Version 6.1 of eAssist NetAgent Email delivers new and enhanced e-mail management functionality to drive customer service efficiency and effectiveness. Version 6.1 of eAssist NetAgent Chat includes a new multitenant-aware disposition system to facilitate reporting, a useful function in outsourced call center environments where reporting across queues and functions is required. eAssist NetAgent Chat 6.1 also delivers redesigned interfaces for the agent, supervisor and administrator chat clients; a "wrap-up wrap-up n. 1. A brief final summary, as of the news. 2. A concluding or final action: the wrap-up of a campaign. mode," which allows supervisors to track wrap-up time to ensure service efficiency; and features developed to aid agents in managing chat sessions, including multiline input, which preserves formatting, and an advanced spell-checking option. Finally, with eAssist NetAgent CTI 6.1, contact center supervisors can employ a wrap-up state that allows them to track the amount of time CSRs take to wrap up calls. The latest version also includes a new graphical user interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to for screen pops and the ability to conference a callback An authentication technique that calls the sender back. After connection is made, the receiving side breaks the connection and calls the sender to ensure that the logon was made from the authorized computer. Callback prevents a stolen ID and password from being used on a different machine. . [ILLUSTRATION OMITTED] www.eassist.com |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion