eXchange Call Centers
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Increased Service and Reduced
Costs for Your Business
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| For businesses with heavy customer support, sales, process
management, and service roles, Call Center capability is an essential
competitive advantage. The 3COM NBX systems offer feature-rich Call
Center software to fit the needs and budget of small, medium, and large
businesses. |
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Benefits of the eXchange Call Center
Solution:
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- Increase customer service while decreasing costs: Smaller
call centers can enable improved customer support and productivity,
improve call management, lower costs, and produce a significant return
on investment.
- Modular and Scalable: License based design from 10 to 250
agents lets you make incremental investments as your business grows.
- Powerful management and reporting tools.
- Turnkey solutions that integrate with the 3COM NBX telephone
solutions.
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Three Levels of Call Center to Meet the
Needs of Different Users:
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| Call Center Size |
Typical Number of Agents: |
Features: |
| eXchange Call Center, Level 1 |
10 to 100 concurrent seats (20
average) |
- Basic Automated Call Distribution (ACD)
routing.
- Full feature set for in-bound
services.
- Terminal, circular, and longest idle
routing.
- Built-in Report Package.
- Mandatory, First Queue, and position
in-queue announcements.
- Auto attendant voice menus.
- Agent desktops.
- Supervisor tools.
- Customizable reports.
|
|
| eXchange Call Center, Level 2 |
10 to 150 concurrent seats (about 70
average) |
- More advanced features.
- Full Interactive Voice Response (IVR) with database.
- Screen pops based on CTI.
- Skills-based routing.
- Can support an additional media type beyond voice.
- Full management and control of agent activities.
- Several administrative rights with different access.
- Real-time and historical reports.
|
|
| eXchange Call Center, Level 3 |
10 to 250 Concurrent seats (>100
average) |
- Full featured IVR.
- Full Automated Call Distribution (ACD)
- Skills based routing.
- Screen pops.
- Customer Relationship Management (CRM) integration.
- Support for hundreds of agents.
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3COM Can Provide Practical Customer-Focused
Call Center Support:
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- Engineering expertise for call center design, project
management, installation, and programming of administrator and agent
software.
- Administrator training.
- Warranty support.
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NIC Provides Interfacing Support for a
Successful Solution:
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- Design, configuration, installation, configuration, and
training for the NBX telephone system.
- Liaison between you and 3COM for the Call Center
implementation.
- Ongoing system support.
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