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Contact Center Express Desktop is Contact Center Express' flagship
desktop application for presenting voice and multimedia work items to agents. Contact
Center Express Desktop uses plug-in architecture to give agents everything
they need in one screen.
Without leaving their screen agents can:
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receive and reply to work items from customers who make contact via:
- telephone
- email
- web chat
- MSN Messenger
- AOL Instant Messenger
- ICQ Instant Messenger
- simple message service (SMS)
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record specific, work item-related notes as well as general,
session-related notes
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work quickly and efficiently by inserting auto text, spell checking their
work and printing work items
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view the conversation history of the customer they are dealing with
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search a directory for a phone number or email address
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view real-time statistical information on their personal work performance
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monitor the telephone activity of other call center agents or staff they
work closely with.
Contact Center Express Desktop also caters for companies who want to use screen
prompts to initiate agent-to-customer phone contact.
These capabilities are achieved using
Contact Center Express
Multimedia technology. By blending email and web-based
customer inquiries with inbound telephone calls, customers receive the same
treatment as telephone callers. They enjoy the benefits of priority queuing and distribution to agents
with relevant skills and knowledge.
Contact Center Express Desktop is available in English, Chinese (Simplified), Chinese (Traditional),
French, German, Italian, Korean, Japanese, Portuguese (Brazilian), Russian, Spanish (Castilian)
and Spanish (Colombian).
Here, the English version of Contact Center Express Desktop receives an incoming
phone call:
Here, the German version of Contact Center Express Desktop displays a completed
web chat
session between agent and customer.
Here, the Korean version of Contact Center Express Desktop receives an
incoming email:
How does Multimedia technology work?
When a media store receives a new work item from a
media source (eg, email server for the Email Media Store, web server or MS
Messenger server for the
Simple Messaging Media Store, or SQL database for the Preview Contact Media
Store), it creates a work item object and passes a reference for that object
to the Media Director.
The reference tells the Media Director what queue
(queue ID) the work item is to be associated with and what priority it must
have in the queue. Using the information in its configuration that relates
specifically to that queue, the Media Director asks the Definity/MultiVantage/Avaya
CM
(via the Avaya CT Server) to generate a phantom call for the object and to
queue it to the appropriate VDN.
When an agent logged into the split/skill becomes available, the Avaya
Communication Manager delivers the most appropriate phantom call to that
agent. Media Director (via the Telephony Server) is monitoring the VDN and
sees the phantom call delivered to the agent. Media Director transfers the
work item reference with the oldest, highest-priority object to Media Proxy
at the agent desktop. Objects are ranked according to a priority scale with
1 being the highest. There is no lower limit and 5 is the default. For
example, if Media Director has an object with priority 1 that has been
queued for 1 minute and an object with priority 2 that has been queued for
10 minutes, the priority 1 object gets the agent. Objects that have the same
priority are ranked as first-in, first-out.
The Media Proxy
delivers the reference to the correct client application based on the
specified work item type. The client application uses the reference to
retrieve the data directly from the actual work item at the media store.
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