Known as the ContactCentre 400 series, this product is used by PBC`s professional services division to build sophisticated call centers which require extensive customization going beyond the usual configuration offered by previous products.
The ContactCentre 400 series ranges from the entry level 440, 460, 470, to the sophisticated feature rich ContactCentre 480.
The series is more than just Easyphone software, it is a complete solution including CTI (iSLink) functions, routing scripts, PC-agent scripts, documentation and training.
In supervisory applications the ContactCentre software displays real-time and historical status information with extensive reporting facilities. One or more wall displays can be connected to every supervisory workstation or agent PC.
The advanced skills based routing algorithm selects the agent with the right skill profile to handle the enquiry of the caller whose needs have been established. Caller profile or skill demands are normally derived from the dialed number. It is also possible to pre-select skills demand by an auto attendant or an IVR system.
PBC also has a call center product for small to medium sized call centers called the ICD 810, which can handle five to 25 agents standard, or can be configured to handle up to 100 agents. PBC`s professional services division is available to asses clients call center needs, advise them of the most suitable solutions and custom design solutions where necessary.
Royal Philips Electronics of the Netherlands is one of the world`s biggest electronics companies and Europe`s largest, with sales of US$ 33.9 billion in 1998. It is a global leader in colour television sets, lighting, electric shavers, colour picture tubes for televisions and monitors, and one-chip TV products. Its 227.600 employees in more than 60 countries are active in the areas of lighting, consumer electronics, domestic appliances, components, semiconductors, medical systems, business electronics, and IT services (Origin). Philips is quoted on the NYSE, London, Frankfurt, Amsterdam and other stock exchanges. News from Philips is located at www.news.philips.com
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