MCI WorldCom Offers Next Generation Intelligent Contact Management Capabilities For Enterprises
Cisco Powered Network Service Integrates Multiple Customer Contact Centers Into a Unified Enterprise Solution
WASHINGTON, DC (January 26, 2000) - Companies that operate multiple customer service centers can now greatly improve the management, distribution and flow of calls between locations with a new intelligent contact management solution from MCI WorldCom. The in-network solution, powered by Cisco Systems, Inc., directs each voice contact on a call-by-call basis to the best qualified agent able to serve the caller's needs, no matter where the agent might be located.
The service is available today from MCI WorldCom and is based on Cisco ICM software. It eliminates many of the bottlenecks associated with complex call handling by adding sophisticated, intelligent call routing technology into MCI WorldCom's network. As a result, calls are routed directly on a "best agent available" basis, thereby decreasing the caller's wait time, while also giving the agent access to contact-specific information, producing a better customer experience.
In addition, call center executives will benefit from resource planning and management services that can increase overall productivity and customer satisfaction. These services include dynamic traffic re-routing between facilities, real-time load balancing between centers, statistics to help determine staffing levels, script writing, plus 24x7 monitoring of all lines, links and managed components such as servers, routers and other hardware devices.
The intelligent contact management capabilities are ideally suited for enterprises such as government agencies, financial institutions, online merchants and service-oriented industries that provide personalized service and support across a wide geographic area.
"Customers of all sizes have told us they want simplicity and increased efficiency to meet the explosive demand for advanced call center services," said Ron McMurtrie, MCI WorldCom vice president of Business Services Product Marketing. "This service combines the benefits of a networked solution with around-the-clock operational support, allowing call center staffs to concentrate on what they do best -- provide superior customer service."
To provide this service, MCI WorldCom has deployed the Cisco Network Application Manager (NAM) in its network. This is an integral part of MCI WorldCom Customer Interaction Solutions, a comprehensive portfolio of products and services designed to provide a technology framework for customers building a Customer Relationship Management (CRM) strategy.
The Customer Interaction Solutions suite of services also includes InnovAgent, Enhanced Call Routing, MCI WorldCom Click'N Connect, Web Business Management Services, Customer Interaction Solutions Consulting and the Vendor Alliance Program. These products and services will serve as building blocks for customers who wish to lay the strategic foundation for web-enabled call center capabilities.
