Structured Communications for Contact Centers

Big Sky’s Remark! Contact Center is a unique approach to automating a Contact Center and leverage existing IBM Lotus Notes/Domino and Instant Messaging (Sametime) resources. Remark! Contact Center answers and routes both telephone calls and chat messages to Customer Support Agents. Incoming requests are categorized by requester, type of request, and priority, allowing Remark! Contact Center to locate the right Customer Support Agent to handle the request.

Incoming Calls - Remark! Contact Center answers incoming calls and questions the caller to identify who they are and what they need. If the caller has a new request, the type of request and priority are captured and Remark! Contact Center locates an available Customer Support Agent. Remark! Contact Center can determine the appropriate Agent based on on-line status, skills, request type, priority, customer importance, and even past calls. When Remark! Contact Center determines which Agent will take the call, a chat message is sent with details about the caller and request. The Agent can then click on a link to view the new request before instructing Remark! Contact Center to transfer the call.

When a call references an existing issue, Remark! Contact Center attempts to connect the caller to the same Agent who handled the original call. If the original Agent is not available, Remark! Contact Center locates the next available qualified Agent.

Collateral

• Remark! Contact Center (pdf)
• Remark! Voice Server (pdf)

Incoming Chat Requests - Remark! Contact Center also supports incoming chat requests from customers or employees. Customers click on a Customer Support chat link installed on a Web page and employees click on a Remark! Contact Center Support BOT available on their buddy list to begin a dialog. Remark! Contact Center then determines who the user is, the type of request and priority level. When the appropriate Customer Support Agent is located, Remark! Contact Center makes the chat connection to allow the user to chat directly with the Agent.

Anytime, Anywhere Customer Support - Customer Support Agents don’t need to be tied down to a centralized call center. When Remark! Contact Center is deployed with a VoIP PBX, only a SIP phone and broadband network connection are needed to accept incoming chat and telephone requests. The Customer Contact Center can be distributed and utilize remote Customer Support Agents.

Incoming Requests are Documented Automatically - Remark! Contact Center will queue all incoming requests and record voice or text messages from the user if no Agents are available. Agents can process the queued requests anytime to return calls and chat messages. All Agent activity is logged for subsequent reporting.

For additional information regarding Remark! Contact Center, or any of our products, please click here.