Specifications

NDA-24213 CHAPTER 1
Page 3
Issue 3.0
CallCenterWorX Overview
General Description
CHAPTER 1 CallCenter
WorX
Overview
1. General Description
A call center often serves as the primary interface between customer and company. It is the new front line in
business-to-business and consumer transactions, a customer contact center that must also remain in contact with
the entire organization. When agent and customer share a call, a number of vital dynamics are in play:
• Communication is taking place at its most fundamental level—voice.
• Two-way information is being shared that dictates a transaction outcome—data.
• The transaction experience is either pleasant or unpleasant.
• Money is either made or lost.
• Customer loyalty is developed or disrupted.
CallCenterWorX is a suite of hardware and software solutions that are focused on customer care. It includes tools
for enhancing accurate call direction, for maximizing and measuring performance, and for efficiencies in time
and cost—a call center that not only works hard for you, but responds quickly and efficiently to the customer.
The CallCenterWorX suite includes the Automatic Call Distribution (ACD) system and the Management
Information System (MIS), elements that streamline call flow and work flow. CallCenterWorX gives you a
flexible, adaptable tool to control both the structure and the operation of your call center.
The ACD system supplements the call processing capabilities of the NEAX2000 IVS. Typical call routing is
designed to connect each caller with the most appropriate agent to handle their call in the shortest time possible.
Avoiding long wait times and getting the caller directly to someone who can deal with their request can have a
substantial impact on customer satisfaction. The ACD facilitates the handling of a large volume of calls with the
smallest number of resources, while at the same time minimizing a caller’s wait for assistance.
When the ACD accepts a call, it can be configured to play a message to the caller and route the call in a
pre-specified order to a queue of waiting calls for a particular split (group of agents). The queued call is then
answered in sequence by the next available agent in that split.
As each call progresses through the system, the ACD provides data to the MIS, which translates the
call-handling data into meaningful statistics. The MIS system of CallCenterWorX uses these statistics to offer
call center managers and supervisors access to important real-time and historical data. This data is used for
maximizing agent productivity and assuring quality performance in handling incoming and outgoing call
volume in the call center.
The MIS Status Screens (Real-Time Screens) provide color-coded, up-to-the-second views of agent and queue
activity. Statistics on the call volume, and on the effectiveness of the agents handling those calls, are computed
in real-time and are displayed for the current hour and day. These statistics are also collected in the MIS database
and used to generate reports in text or graphical format, giving you the data you need to make informed decisions
concerning the management of your call center.