Azzurri Updates Management Software

Azzurri Communications has updated Callmedia Expert Contact.

The latest version of the multichannel contact centre management software focuses on meeting the evolving needs of contact centre agents, most notably through the introduction of a new Interaction History window – which provides the agent with complete visibility of all previous contacts in one central window within the desktop – and an enhanced user interface focused on giving agents more control.

These features enable the agent to drill down into each interaction to view more detailed information, so they can deliver a more informed level of service to customers and defuse situations quickly.

The refreshed look of the software provides agents with a more productive experience by providing access to key actions with fewer clicks. This simplicity is also expected to help reduce training costs and allow the introduction of new channels in a cost-effective manner.

A further addition is the Insight application. Rounding out the main user-centric enhancements, it provides a single hub of information which can be presented as either a wallboard or a supervisor dashboard. The tool not only provides built-in information, but can also include information from any other part of the wider contact centre solution.

Additional features include:

• User Assigned Calls – This new feature allows a list of telephone contacts to be specifically assigned to an individual agent rather than to multiple people within a team in order to deliver a more personalised customer experience if required.
• Dialler Compliance Enhancements – Callmedia Expert Contact continues to be fully compliant with the rules and regulations set by the Direct Marketing Association (DMA) and Ofcom.

Azzurri has adopted a more agile methodology to delivering the product, so that it can be much more responsive to fast-changing business needs.

“Providing a multichannel customer support in 2014 is challenging: if a customer doesn’t receive the response they want they will channel hop (often expecting to get a better response elsewhere),” said David Jones, MD of Frontline (an early adopter of this latest version). “Our agents feel empowered by the new features in the Callmedia release. It provides our agents with the power to provide exceptional customer service by seeing the whole picture. Every customer touch and each interaction is visible to the agent.”

“Taking care of the little things, like reducing the number of clicks agents have to make during each interaction, has the potential to noticably improve the experience for both the agent and the customer,” said Rufus Grig, CTO of Azzurri Communications. “There is also a lot of benefit to be gained from our new approach to delivering the product, as organisations can no longer afford to wait a year between software releases to adapt to their customer needs.”

For more information about Azzurri, visit their website.