The Amcom Software suite of contact center, sometimes referred to as operator services, solutions enables operators to connect staff and external callers in a way that is accurate, fast, reliable, and professional. The suite provides solutions that are implemented individually or all at once.
The attendant console offers an efficient means of accessing all the information and procedures necessary to process all your calls effectively. Integrated telephony interfaces let you perform operations like transfers and paging with a mouse click. The web based directory lets your personnel go online to update information and use the site for directory lookup and paging. Speech recognition helps you offload calls that can be handled automatically, allowing operators to focus on other tasks.
The Amcom suite also supports the ever-important skill-based call routing, thereby ensuring critical calls go to your more experienced operators. In addition, call recording provides an audit trail of activities within a call center and improves quality through call scoring and other measurements.
Many organizations also choose to connect their contact center solutions to Amcom’s Emergency Notification Systems. They use E911 software, which enables emergency responders to find the exact location—which room, which wing, which building—of a
911 call.
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Best-in-class organizations recognize that information must be relayed accurately and quickly in their call centers. Amcom's console solutions direct operators through important tasks with easy-to-use screens that include all the necessary information to process communications efficiently and effectively.
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Keep personnel and on-call scheduling information current by allowing qualified users to log on anywhere, anytime to execute a variety of important updates, manage scheduling, send messages, and perform directory searches. Expand your system’s capabilities beyond your operator group, allowing the call center to focus on offering better customer service or other revenue-driving activities.
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Enable your organization to process routine phone requests including directory assistance, messaging, and paging—independent of live operators and with more ease-of-use than touchtone. Calls can be processed for as little as one-twelfth the cost of operator-assisted calls with speech recognition. Most organizations can handle many of their internal “dial 0” calls without operator assistance.
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Manage emergency notifications by sending a tailored mass notification, or conduct full incident communications management, including activation of specific teams and individuals as well as ongoing management, collaboration, and communications.
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Easily record, monitor, and score your contact center agents' conversations. This attention to detail allows you to better manage calls and improve customer service.
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Empowers staff members outside the contact center to record calls on demand from any phone with a simple, highly cost-effective solution. They can then email the recorded call file or archive it as needed.
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Generate a wealth of information about every call being made and received by your organization. Leverage reporting and monitoring tools to gain insight into employee telephone usage and bill-back details.
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Direct emergency personnel to the exact caller location, ensuring speed, accuracy, and reliability. Reassure employees, staff, and guests that your organization is taking ethical and legal steps to help maintain a safe working environment by meeting all E911 requirements.
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