TMCnews Featured Article
October 09, 2012
CenterMeter Offers the Quality Contact Center on Demand Experience
By Susan J. Campbell, TMCnet Contributing Editor
As companies increasingly push toward pay-as-you go service solutions; the contact center on demand is proving more attractive. CenterMeter is a cloud hosted call center solution, as well as a contact center on demand. CenterMeter is part of Tikal Networks, providing a software-as-a-service model for VoIP solutions.
The contact center on demand solution offered through CenterMeter is inspired by what customers have repeatedly asked for in their solution. According to this CenterMeter page, customers wanted a one-stop-shop and CenterMeter provides that with inbound and outbound features that bring great value to the contact center.
For instance, contact centers are readily enhanced through the use of interactive voice response (IVR) solutions like those provided by CenterMeter. The IVR solution allows contact centers to manage the settings while leaving all the hardware and software to the CenterMeter. A simple Web interface is all that's needed to set the recording parameters and announcements.
Just as useful in the contact center on demand model today is the real-time management and monitoring tools that companies need to drill down on the data that provides the valuable feedback on campaigns. All the details from the interaction between the caller and the agent can be captured and full reports can be generated. The reports are customizable, so managers can see only the data that will lead them to quick and accurate decisions.
Companies that focus on inbound practices enjoy CenterMeter's agent call flow scripting offering, which helps contact centers easily write the scripts that provide sales results. Inbound centers also require hold music when their agents are all engaged, but the music is interrupted by periodic announcements that bring information to the waiting customer.
It's important that the right agent take the appropriate calls, and the skill-based call routing feature through CenterMeter's contact center on demand service makes sure that calls are routed to agents with the skills needed to handle those specific calls. Another simple but effective service is the ring strategy feature, which gives contact centers the choice between seven different rings strategies. Managers can choose the strategy that fits them best.
Outbound call centers aren't left out with CenterMeter's contact center on demand solution. Dynamic caller ID, real human detection and power/automatic dialer features are available. The auto-dialer has proven to be an extremely effective means of providing more efficiency in the contact center. Simply load a call list and the numbers are dialed as agents become available. The caller ID feature gives agents the ability to select which to queue to dial from, which helps customers reconnect with the proper agent later.
The consistent and quality experience for the customer is the first priority for the contact center on demand. With CenterMeter ready to launch, the next generation customer service center is better equipped to meet the demands of today’s consumer.
Edited by Stefanie Mosca