Cystelcom Back-office Task Manager retrieves tasks from management application environments and distributes them into the Contact Center with a “push” approach, integrated with the rest of the channels.
Cystelcom Back-office Task Manager increases front-office agent performance by distributing back-office tasks automatically during off-peak periods, positioning them in the most appropriate place for the better possible management every time.
Cystelcom Back-office Task Manager can deal with both synchronous (on line information requests like web collaboration, etc) as well as asynchronous interactions (regular mail, emails, faxes, back-office tasks, etc.).
Several other capabilities like chat conversations, web collaboration, customers’ “Call me back” requests, etc. can be added to the Contact Center by using Cystelcom Back-office Task Manager.
Cystelcom Back-office Task Manager enables integration of reactive and personalized communications related to customer interactions in progress following the usual dynamics of the Contact Center.
Cystelcom Back-office Task Manager easily integrates with existing systems in the company, both business applications like CRM, WFM and Email systems, as well as telephony systems (ACD’s and PBX’s) using BTM Adapters. Among the first group, there are currently BTM Adapters available for systems like MS Dynamics, Siebel, SAP and Oracle. Among the second group there are BTM Adapters available for Cisco, Avaya and Nortel telephony systems.
When used in combination with Cystelcom Business Rules Routing, Back-office Task Manager permits application of business rules and intelligent routing to back-office tasks management, allowing for several configurations of voice and back-office activities combination (voice and back-office "blending").
HIGHLIGHTS
- Brings intelligence to back-office tasks distribution
- Optimizes agents available time by automatically showing the tasks to be performed (Pop-up) and by making their time compatible with other activities (blending)
- Prioritization of tasks based on Service Levels (SLA’s), business and operations criteria
- Enables measurement of the back-office activity in the company
- Allows integration of back-office related outbound calling activities into the Contact Center
- Increase of first call resolution (FCR) ratio
- Optimization and better use of existing infrastructure
- High performance environment
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