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Agent 99
One clear view of all enquiriesEvery contact that comes into your business – phone, email and web – is presented in one clear view to your agents. Combined with the smarts of Agent 99 that prioritise, route and track these contacts, you have everything you need to deliver consistent, end-to-end service to every one of your customers.
Clever management features – real-time from the desktopYou can easily track agent activities and details for all inbound and outbound customer contacts with Agent 99’s easy to use reporting tools that provide both real-time and historical intelligence. The configuration manager enables your nominated managers to quickly and easily view and change incoming channels, queues, agent groups and profiles to match changing demands.
The best functionality – always only a click awayWith Agent 99, you will have access to the latest contact centre technologies without the hefty investment of both time and money. Staying at the leading edge of technology and adding new functionality becomes our responsibility not yours.
Guaranteed availability and reliabilityAgent 99 has been designed from the ground up as a fully hosted ASP service with availability of 99.9% – which should result in optimum customer service responsiveness will always be guaranteed. A load balancing architecture to distribute processes across a server farm, and the system is fully replicated at NEC’s Data Centre to ensure the ultimate in service reliability.
Total security and safetyThe NEC data centre that houses Agent 99 has high level security measures in place to protect against intrusion, power loss and other threats. All customer interactions via the web are protected by 128 bit encryption. Offsite secure storage, weekly full back-ups and daily incremental back-ups ensure data availability and protection.
Smart customer data – at everyone’s fingertipsAgent 99 provides a centralised repository for your customer data, consolidating all the channels of communication with your customers and ensuring all of your agents have access to the most current and accurate information.
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