Davox Corporation, now doing business as Concerto Software, a proven provider of customer interaction management (CIM) solutions, today announced the release of the latest version of ContactPro(tm), its comprehensive CIM solution.
ContactPro 4.2 is designed to improve contact center productivity and efficiency by enabling supervisors to manage all contact center functions from a single administration point and allowing agents to handle interactions across all channels, including voice, fax, email and the Web.
The new version of ContactPro offers the full spectrum of multimedia capabilities to route, monitor, record, report and administer all contact center interactions, and adds enhanced email management, secure sockets layer (SSL) support for Web chat and collaboration and automatic workflow distribution.
"ContactPro 4.2 raises the bar for what qualifies as a truly complete multimedia customer interaction management solution," said Alex Tellez, Executive Vice President of Engineering at Concerto. "With the industry growing and changing as quickly as it is, Concerto`s top priority is to develop and deliver the most comprehensive, leading-edge contact center technology that will profoundly and positively impact the way businesses interact with customers."
With these new capabilities, companies can deliver personalized responses to email inquiries and customers are afforded greater security, as the added SSL support ensures privacy for all web communications. In addition to routing voice and web interactions, automatic workflow distribution technology enables true universal queuing and routing of all business inquiries - including tasks, tickets and work processes - utilizing each center`s own unique business rules and agent skill sets.
ContactPro 4.2 Expands FutureCall`s Multimedia Contact Center Capabilities
Colorado Springs, CO-based FutureCall, a nationwide contact services provider with four contact center sites, needed leading-edge technology to expand its inbound capabilities and improve its outbound customer interactions. With the implementation of ContactPro 4.2, FutureCall can offer a higher quality of service and connect customers to the right agent the first time.
"The power of ContactPro 4.2 is changing the way we manage our contact center and measure our results," said Jeff Morgan, Vice President of Information Technology at FutureCall. "With the newest version of this technology, not only can we continue to deliver the superior support and consistent service our customers demand, but we are able to utilize the automatic workflow distribution to streamline a whole new range of contact center functions."
ContactPro is a comprehensive, unified solution that manages customer interactions across all channels of communication including voice, fax, email and the Web. A scalable and reliable solution, ContactPro is designed to address the current and future needs of both new and traditional contact center environments. It has been developed on an open architecture from the ground up to easily integrate with existing contact center technologies and quickly deliver measurable results for both mid-sized and large centers.
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Concerto Software provides contact center solutions that help companies more effectively manage customer interactions via voice, fax, email and the web. More than 1,100 companies worldwide - including banks, service bureaus, telecommunications firms, utilities and retailers - use Concerto solutions to deliver superior customer service, and to successfully acquire, retain and grow valuable customer relationships. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.
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