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System Overview Chapter 2 43
System Overview
• additional voice mail prompt languages including, Polish, Irish English, Finnish, Korean
and Turkish
Contact Center
Contact Center (CC) is an evolution of the existing Call Center capability on BCM. Contact Center
has the same functionality as the current Professional Call Center with the ability to choose exactly
the number of agents and skillsets that a customer or customer site requires. This provides the
following values with CC:
• Provides maximum flexibility in granularity.
• Any combination of Agents and Skillsets within boundaries of platform. This combination
eliminates any confusion of features between Basic and Professional. Channel partners
and customers do not have to worry about what functionality is contained with what
product.
— Contact Center with Professional Contact Center level of functionality.
• Simplifies product offering
— Contact Center, x Skillsets, x Agents, RCC
— Eliminates Basic, Pro, and upgrade between the two
• Increases market potential.
— Customers that require more Skillsets than agents
Example: Real Estate — 3 receptionists (3 agents) answering for 20 real estate agents (20
skillsets)
— Big-box retail — 3 receptionists (3 agents) answering for 12 departments (12
skillsets).
Optional components include:
• x Agents (keycodes offer granular selection of the number of desired agents)
• x Skillsets (keycodes offer granular selection of the number of desired skillsets)
• Reporting for CC
• Multimedia CC
For more information, see the Contact Center Set Up and Operation Guide.
Multimedia Contact Center
Using the Multimedia Contact Center application, agents and callers can participate in multimedia
calls that include:
• speaking over a Public Switched Telephone Network (PSTN) voice connection
• text chatting
• exchanging and viewing Web pages
• viewing screen captures (sent by an agent to the caller)
Multimedia Contact Center supports two call types: