Q-MasterEX
lets you customize your contact center to your specific requirements.
Managers are able to adjust call patterns, set Skills-base Routing
profiles and assign agents to multiple queues. Telephone, email
or web calls and requests are centralized into a single environment,
making your contact center more responsive, efficient and cost
effective.Q-MasterEX
determines exactly how each call or contact, will pass through
the contact center at any given time of the day. |
|
| Some of
the major benefits include: |
|
Better Information/Statistics
Real time and historical data based on individual
agents are provided and exportable. |
Log Agents Into Multiple Queues
Total login flexibility for each agent, with calls
being delivered utilizing a customized skills
based routing matrix. |
Lower Abandonment Rates
Customized and varied multiple announcements increase
the quantity and information of announcements
to keep callers stay in the queue longer. |
Set priorities
VIP callers can be given their own announcements
and prioritized up the queue or into separate
queues. This ensures that your most important
customers receive the higher customer service
levels they deserve. |
Shorten talk times
Recognize callers from either ANI account or Caller
Line Identification and screenpop information
to agents. |
|
Integrated IVR Functionality
Integrate to a database and provide 24x7 information.
Gives customers access to information or the ability
to place simple orders automatically. |
Manage peaks & troughs better
Growing the agent group or automate the answering
and callback functions. Callback enables all callers
to maintain their place in queue, leave their
number & a message. The agent is automatically
delivered this message and the return call is
made. |
Remote Agents
Remote agents log in as if they were in the Contact
Center. |
Better information for decision
makers
Distribute real time queue and agent data over
the LAN/WAN/Internet. |
Seamless Web Integration
Integrates your web site into the contact center
and treat services such as web callback, web chat
and email as part of the queue. |
|
|
Q-MasterEX ==> Components |
| Q-Control
- Base Module for Q-MasterEX
- Controls all calls into a Contact Center
- Delivers calls to most appropriate agent
- Up to 128 queues
- Customized queue management
- Flexible and adaptable to real time changes
- Auto on and off hook - Reduces talk and
wait times
- Queue call delivery information via Dterm
- Agent Login ID
- Auto Logout
- Worktime Allowance
- Wrap-Up Codes
- Analogue compatible
- Internal & Personal Queues
- Monitor Calls
- Preferred Agent
- CLI Query Database
- Automatic threshold settings for queues
- Zero Agent Adjust - adjust and preages
calls
- Administration Interface Easy and Convenient
(Q-Admin)
- Detailed Reporting (Q-Reports)
- Displays real time statistics on wall boards
(Q-Display)
|
| Q-Desktop
- Oversee and Control Contact Center Operations
from your
desktop PC
- Monitors performance of individual agents
& queues
- Real time monitoring
|
 |
| Q-Announce
- Plays different announcements to callers
- Provide position in queue announcements
- Auto-Attendant
- Audiotext
|
| Q-Callback
- Callers can leave a message & keep
their position in queue.
- Callers enter their number and leave a
message
- Automatic dialing to the caller while the
call history is presented on screen
- Callers message played to agent (with Q-Desktop)
- Answer phone for night service
- Flexible options to place the callback
service (Callers position in queue)
|
| Q-Integrate
- Seamlessly integrates customer database
applications and
CRMs
- Provides real time call Center statistics
to third party applications
- Query screenpops
- Calling line ID screenpops
- Telephone control from agents desktop
|
|
| Q-IVR
- Automates responses to inquiries using
interactive voice
response technology
- Provides callers with information or collect
information from callers without the need
for agent interaction
- Converts electronic information to speech
- Stand alone product or integrated to Q-MasterEX
- IVR requests are integrated into the queue
so the caller maintains their position in
the queue (with Q-Control)
|
| Q-Email
- Handles incoming email traffic the same
way telephony calls
- Seamless call blending allows email and
voice calls to be treated according to the
same routing priorities
- Unanswered emails are automatically returned
to the queue
and redirected to another agent after a preset
time period
|
| Q-Webcallback
- A callback request can be logged by your
customers directly
from your website by simply clicking on an
icon and typing
in the nature of their inquiry and their preferred
time to be called back.
- The information is sent to the contact
center and routed to the most suitable agent.
- The agent receives a screenpop with the
details of the callback request and the contact
center automatically establish the call.
|
| Q-Webchat
- Online customers can request live interaction
with contact
center agents by establishing a one-to-one
conversation or joining a multi party chat
session
- Agents have the ability to "push" diagrams,
links and pictures directly to online customers
and then interact with the customer to highlight
or circle a particular feature or component.
|
| Q-Outdial
- Allows agents to make outbound calls to
customers when inbound volume is low, and
blends inbound and outbound calls to ensure
that agents can make most of slack periods
within the contact center.
- Outbound power dial campaigns
- Outbound preview dial campaigns
- Outbound lookahead campaigns
- Outbound campaign administration
- Database interface
- Outbound reporting
|
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Q-MasterEX ==> Product CompoNents and Specifications |
| |
| PABXs Supported
and OAI Interface:
- NEAX 7400 ICS M100MX - Ethernet TCP/IP
- NEAX 7400 ICS M140/160/180 IMX - Ethernet
TCP/IP
- NEAX EXPRESS - Ethernet TCP/IP
|
| Q-Desktop
LAN Connection:
Q-Control can connect to any LAN (Novell NetWare,
NT, Windows) that is Windows 95 or better, using
standard TCP/IP to communicate. A virtual Dterm
(Q-Desktop) is then available from the users
workstation or PC. (A spare TCP/IP address is
required.) |
|
| OAI Platform
(Minimum):
- Pentium III CPU 500 MHz
- Memory 128MB
- Internal hard disk 12GB
- CD-Rom drive
- Ethernet card
- Dialogic card/s (for Q-Announce)
- Modem for remote access
- NT 4.0 or Windows 2000
|
|
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| NOTE:
Windows and Windows NT are registered trademarks of Microsoft
Corporation. Novell NetWare is a registered trademark of Novell Inc. |
Catalogs Download
 Q - M a s t e r
Genesys Inbound Voice
Genesys Enterprise IP Contact Center
Genesys Outbound Voice |
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