BMS Contact Centre -> BMS Contact Centre functionalities

• Quick call redirection to that operator who can respond it best. Also there is calls queue management, flexible calls routing;

• The system of interactive language interaction (IVR) allows automating of routine procedures that operators’ time was wasted on previously (for example: to provide the company’s reference information, to receive his current balance by client, etc.).

• Operators discipline increases due to their job monitoring means in real time and also due to the detailed statistics of their job over the particular period of time (day, week, etc.)

• Getting the information about the client by the operator (possibly also about the call’s reasons) simultaneously with call’s coming to the operator’s place, that allows to reduce the duration of the every other call service significantly and thereby to increase the amount of calls that the operator serves during the working shift.

• The estimation of the investing to the BMS Contact Centre is made on the basis of the detailed statistic information concerning the activity of operator and group of operators, trunk lines workload of the whole BMS Contact Centre in general. Such statistics allows to make conclusions how far the client service is improved while implementation of BMS Contact Centre new functions and increase of the operators number, etc.

• Also it is worth to mention such advantages of the system as administration of the workload and the operator activity. Management and control of the whole BMS Contact Centre work. Statistics and analytics.