Amcat Interactions Available for Distributed Contact Centers

Amcat (News - Alert) Interactions, a new enterprise IP contact center software, has been developed by Amcat, a provider of intelligent customer contact solutions. This latest release is designed to enable contact center managers to overcome the architectural restrictions they face with current systems.

 

Amcat’s latest SIP release is positioned as overcoming traditional contact center architectural woes. With the solution, contact centers are not restricted by artificial or outdated architectural barriers and thus can deploy a true enterprise communications platform to:

 

- Place agents anywhere as premise, distributed or home-based

- View, manage and allocate all human resources as a single pool instead of an individual location or entity

- Route all voice and data traffic to the most appropriate resources as dictated by a predetermined business rule

- Expand the system capacity to thousands of agents as needed.

Amcat also offers its “Contact Center Software Without Boundaries” model to overcome barriers found in most current systems. For instance, the company’s IP design does not require a physical hardware connection, which can limit where an agent can be placed. Instead, Amcat’s SIP/CTI acts as a comprehensive nervous system and is aware of all resources available throughout the enterprise.

 

By tying everything together, Amcat’s IP CTI (News - Alert) routes contacts to the appropriate resources with the appropriate data, regardless of where the resources are located. As a result, users can view, queue and route contacts to any person in a larger enterprise or contact center.

 

Most systems lack necessary scalability and when maximum contact center size is reached, the only alternative is to start a separate siloed system. The new Amcat IP model offers the ability to be scaled up to thousands of agents.

 

Amcat Interactions is a comprehensive suite designed on a total IP protocol that provides voice and data communication. The modular open architecture provides centers with the communication platform types that they need most, such as ACD, IVR, inbound call handling, predictive dialing, e-mail, SMS and others. The solution also incorporates first party call control with robust IP-based PBX (News - Alert) for use by the enterprise.

 

"Amcat expects an accelerated deployment of home-based agents over the next five years," said Jim Texter, Amcat senior vice president and chief technology officer, in a Tuesday statement. "Amcat Interactions embraces distributed resources. We are making full use of SIP- based standards to create an enterprise IP system that is fully aware of all resources, and can route and manage voice and data contacts over an enterprise."

 

Texter added, "Amcat's comprehensive suite of contact center applications also provides an excellent foundation and migration path to a Software as a Service environment for both the call center and the enterprise."

Distributed and home-based agents are gaining in popularity as more and more organizations are realizing the technology that can make this possible. Such staffing schemes have proven to reduce overhead and provide better overall employees.

 

These organizations must look to companies such as Amcat to make these strategies a reality as monitoring and ensuring customer service deliverables are at high standards are still priorities for the contact center. These solutions can also provide managers the necessary tools to manage such an environment and become more efficient and productive in the process.

 

Customers can deploy Amcat Interactions with the public switched telephone network (PSTN), with IP Trunking or as a hybrid IP/PSTN configuration. Easy deployment and configuration is facilitated by Amcat Portalis Gateway (News - Alert), which can attach to any protocol required.

 

Amcat's new generation contact center software, recently awarded the 2007 IP Contact Center Technology Pioneer Award, is built to a "Contact Center Software Without Boundaries" model.

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.