Contactual Hosted Contact Centre

Every business has one priority at the top of its agenda - being responsive to customer needs and having the flexibility to deliver outstanding service however or whenever a customer chooses to deal with you.

Sounds relatively simple, but in today’s dynamic marketplace you may have multiple sites, your staff may work remotely, and parts of your business such as warehousing and logistics may even be outsourced. Add to the equation that your customers want to interact in a way that is convenient to them – telephone, web and email – quite possibly 24 hours a day, 7 days a week, and you are faced with many customer service management issues.

Now there is a much smarter solution for businesses who want to use technology to deliver premium customer service – minus the technology headaches, resource drain, compatibility issues and capital costs.

Meet Agent 99, a hosted, on-demand contact solution from NEC that empowers your people to deliver service excellence, through any channel of customer contact – phone, web enquiries, web chat or email. With the smarts of Agent 99, anyone in your business can be transformed into an agent – all they need is internet access and a phone line. Your agents will be up and running in next to no time…ready to take orders, provide after sales support, respond to marketing campaigns, and most of all, manage all your customer relationships.

Agent 99 can easily take geographically disparate resources and pool them together to form a cohesive Customer Contact Centre. No longer is there a requirement for costly PABX systems and call centre hardware, and fully equipped offices. With working from home becoming more and more popular in offering employees better work/life balance, Agent99 provides the perfect solution. Allowing your employees to be answering calls from the remotely, while remaining a productive and functional member of a contact centre, whose performance can be monitored and managed as easily as if they were seated in front of you.

• One clear view of all enquiries
  Every 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 desktop
  You 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 away
  With 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 reliability
  Agent 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 always being guaranteed. A load balancing architecture is used 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 safety
  The 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 fingertips
  Agent 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.