Contact centre solutions
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novomind iCALL is an integral part of the agent interface novomind iAGENT and enables the agent to log telephone calls efficiently with access to customer-relevant data.
novomind iCALL offers flexible interfaces for different telecommunications systems (Avaya, Alcatel, Siemens, voxtron, Sikom and others). You have the choice of the following integration options:
Option 2: Blended agent process
novomind CT Cartridge uses the 'blended agent' process to enable the flexible delivery of emails to contact centre agents according to specific criteria through the standard ACD of the telecommunications system.
Incoming emails and other messages such as faxes and letters are handled like phone calls and sent to an agent. This means an agent who is talking on the phone will not receive any emails. If the agent is working on an email, no call will be assigned to him. So the agent can be reached via various communication media, but only through an automatic distribution instance.
Critical factors for the blended agent process:
Option 1: Prioritised routing of calls
Your employee may be handling an email. An incoming call is signalled to the employee in the agent interface. Accepting the call will cause a break in the handling of the email. Other possibilities:
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