NEC UNIVERGE NEAX 2000 IPS - Manual (Page 238)

Chapter 12 Automatic Call Distribution with MIS
Page 12- 14 UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide
Issue 6
Outbound Dialing (Q-Outdial)
Why wait for your customers to call? Your customers can generate additional revenue, proactively
manage customers and improve the productivity of every outbound customer contact by intelligently
managing outbound call campaigns from within the existing Q-MasterEX solution.
Blend Inbound and Outbound Calls - agents can be set up to work in dedicated outbound
queues or take a mix of inbound and outbound calls. By sharing agent resources between
inbound and outbound call activity, contact center managers can optimize agent productivity in
periods of low inbound activity.
Flexible Call Delivery Options - two types of call delivery modes are available; Power Dial and
Preview Dial.
Information on Call Outcomes - resolution and wrap-up codes allow agents to record the
outcome of every call, indicating the status and commercial outcome of a call.
Build and Manage Campaigns Easily - Q-Outdial is administered and managed using an
easy-to-use administration interface.
Fully Integrated Solution - Q-Outdial utilizes a common interface to manage and deliver both
inbound and outbound calls. Agents and supervisors can perform all required call delivery tasks
in this environment, minimizing operational complexity and training, and maximizing labor
efficiency.
Reports - allows the contact center manager to view campaign information and details of
specific campaigns in an easy-to-read format that helps manage outbound campaigns.
Interactive Voice Response (Q-IVR)
Q-IVR is fully customizable, interactive voice response technology that allows callers to interact directly
to a database through the key pad on their phone to place orders, manage their account, check the
status of an existing order or have other routine questions answered. What is unique about Q-IVR is
that it is fully integrated with the call center. List of features included with Interactive Voice Response
(Q-IVR):
Reduce call traffic to agents – enable customer to place orders, manage their account, check
the status of their order and get answers for routine questions automatically thought the use of
the IVR. By enabling this feature, agents can address more complex issues, better utilize agent
time and reduce customer wait time throughout the organization by eliminating time consuming
simple tasks that customers can now handle on their own.
Make it a 24 x 7 operation – after normal business hours customers can still utilize the IVR
capabilities, allowing automated services 24 hours, seven days a week.
Reduce call abandonment - since agents are now handling the more difficult questions, call
volume will most likely drop significantly, therefore wait times and call abandonment will
decrease.