BCM Call Center (pdf)

Call Pilot Call Center Brief (pdf)

Call Centers

BCM Call Center

Business Communications Manager has three feature-rich Call Center solutions: Basic Call Center, Professional Call Center, and Multimedia Call Center. For smaller, informal Call Centers, Basic Call Center supports 2 skillsets and 10 active agents. Professional Call Center is targeted for larger, more formal Call Centers with 50 available skillsets and up to 80 active agents. Multimedia Call Center enables access to Basic or Professional Call Center from a Web site.

Key Features:

• Basic Call Center, Professional Call Center, and Multimedia Call Center are keycoded options on Business Communications Manager requiring no additional hardware.
• Skill-based routing directs the caller to the appropriate support person for large call center functionality in a small business.
  Intelligent Routing based on source, destination, or caller input allows calls to be handled more efficiently.
• Real-time and historical reporting provide accurate detailed reports for the Call Center Supervisor available with Call Center Reporting.
• Choice of software or hardware wallboard offer support for traditional or advanced Call Centers with reporting.

Norstar Call Center

The Norstar Basic Call Center System for both the CallPilot 100 and CallPilot 150 platforms is compatible with the Norstar Compact and Modular Integrated Communications Systems. This Call Center supports 20 configured agents, 2 skillsets, 20 routing steps/skillset, 30 built-in announcements, 15 lines, 2 skillset mailboxes, 20 Intelligent overflow rules/skillsets, 15 simultaneous incoming calls in the system, and all agents can be supervisors. Reporting package shows real-time statistics, historical statistics, and supports hardware and software wallboards.

Key Features:

• Call Center is a key-coded option requiring no additional hardware.
• Keycode obtained separately from CallPilot 100.
• Keycode packaged with CallPilot 150.
• Fully functional informal Call Center featuring Call Queuing, Routing, Reporting, and Supervisory Functions.
• Skill-based routing ensures the caller gets the appropriate support person for call center functionality in a small business environment.
  Intelligent Overflow rules for each Skillset.
• Real-time and historical reporting for accurate detailed reports.