Center Messenger
Discover the Power of Presence and Instant Messaging in the Contact Center
Discover the Power of Presence and Instant Messaging in the Contact Center
What if you could...
Imagine the Impact of...
Providing agents with access to subject matter experts Maximizing coordination of
team resources Connecting virtual contact centers Connecting work-at-home
agents to the team Having-up-to-date information on the changing conditions of
your contact center
The bottom line for your contact center?
Center Messenger puts vital real-time information into the hands of contact center
professionals--information proven to empower performance and motivate
ownership of the process.
Center Messenger provides a unique combination of presence, instant messaging
and real-time statistics for the contact center.
Wallboard Application
The wall board application displays real-time statistics. The above examples show
how thresholds can be set to change the color of the display, which brings attention
to the changing conditions of your contact centers. Users can be configured to see
one or
many statistics.
Presence
Presence shows the state of a user. Presence can be in sync with a user’s
telephony state. Supervisors can chat with team members one-on-one or
broadcast information to their entire team.
- Reduce Average Speed of Answer
- Increase first call resolution
- Eliminate blind transfers
- Reduce call handling time
Imagine the Impact of...
Providing agents with access to subject matter experts Maximizing coordination of
team resources Connecting virtual contact centers Connecting work-at-home
agents to the team Having-up-to-date information on the changing conditions of
your contact center
The bottom line for your contact center?
Center Messenger puts vital real-time information into the hands of contact center
professionals--information proven to empower performance and motivate
ownership of the process.
Center Messenger provides a unique combination of presence, instant messaging
and real-time statistics for the contact center.
Wallboard Application
The wall board application displays real-time statistics. The above examples show
how thresholds can be set to change the color of the display, which brings attention
to the changing conditions of your contact centers. Users can be configured to see
one or
many statistics.
Presence
Presence shows the state of a user. Presence can be in sync with a user’s
telephony state. Supervisors can chat with team members one-on-one or
broadcast information to their entire team.
Instant Messaging
Visibility can be controlled to ensure productive use of instant messaging.
Depending on your contact center, you may want to control your customer
service representative’s visibility to specific individuals or groups. Center
Messenger has configuration options that make it a viable solution for your
contact center
(Instant Message Window Below)
Visibility can be controlled to ensure productive use of instant messaging.
Depending on your contact center, you may want to control your customer
service representative’s visibility to specific individuals or groups. Center
Messenger has configuration options that make it a viable solution for your
contact center
(Instant Message Window Below)
(Dockable - Desktop Wallboard Application)
Center Messenger can easily adapt to
your unique contact center messaging
needs. Contact us to see a full
product presentation and
demonstration.
Center Messenger Functionality:
• Real-time queue statistics
• Agent statistics
• Supervisor broadcast messaging
• Presence
• Instant messaging
• Chat conferencing
• Controlled instant messaging
• .......
Free software trials available.
your unique contact center messaging
needs. Contact us to see a full
product presentation and
demonstration.
Center Messenger Functionality:
• Real-time queue statistics
• Agent statistics
• Supervisor broadcast messaging
• Presence
• Instant messaging
• Chat conferencing
• Controlled instant messaging
• .......
Free software trials available.
Center Messaging Technologies
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“We use Center Messenger effectively to give our agents insight to call volumes so they can better service our
customers. In addition, agents and supervisors can communicate with each other to handle Customer issues as
they happen, which further enhances the customer’s experience.”
--- John Hegner
Vice President of Technology Services
Liberty Healthcare Group
customers. In addition, agents and supervisors can communicate with each other to handle Customer issues as
they happen, which further enhances the customer’s experience.”
--- John Hegner
Vice President of Technology Services
Liberty Healthcare Group
(Presence Window)
Canned (AVI) Demonstration
and Presentation
and Presentation
