Multimedia Call Center

HumanWork CONTACT CENTER enables to control, monitor and manage the work
of the agents responsible for customer communication service with the use of different media: telephone, email, chat and the WWW.

Customer contacts go into a general waiting queue, where they are imposed priorities, and then directed onto particular Call Center consultants according to established rules.

During the conversation with customers, consultants use operation scripts including:

  • customer info and connection context
  • hints regarding the further course of conversation
  • information from external systems helpful in customer service
  • a function of holding the conversation and transferring it to another agent or competence group