Multimedia Contact Centers

With the emergence and increase of internet and email in the business world comes an important shift in the way in which organisations are contacted.

In the modern day contact centre, where the telephone can ring every minute of the day, the telephone must be much more than just a communication tool.  It is the link between the customer and your company and is a major enabler in the supply and delivery of services.  It supports the agent in carrying out his/her work and supports the supervisor in reaching the targets of the whole contact centre.

Sencit has a variety of solutions in place for setting up a multimedia contact centre.  The goal of multimedia contact centres is to distribute the incoming media across the available agents in the contact centre.  In this way, the various media can be proportionately distributed amongst the multimedia agents.  This also, therefore, allows for consistent reporting of incoming traffic.