Improve the qualityand efficiency of everycustomer interaction.Your contact centre is often the first experience prospects and customers have of your business, but

delivering a consistently high level of service regardless of when or how they contact you is always a

challenge. Most contact centres struggle to balance customer expectations with the resources available

to them. Q-Master gives contact centres the tools they need to perform this difficult juggling act.

Fact Sheet – Q-Master

Contact Centre

Agent Desktop gives agents a complete picture of contact centre activity. Agents can view the status of queues and agents,waiting calls, CLI information on contacts and agent statistics.

Key Benefits

Q-Master allows contact centres to control the delivery ofevery contact, regardless of media type, which means thatfaxes, emails, SMS messages, chats and requests generatedfrom the web are treated with the same care as phonecalls. Q-Master lets you maximise agent utilisation byblending inbound and outbound call handling or redirectingrepetitive requests to an integrated IVR. Manage peaktimes without compromising on service quality by routingcontacts to back-up agents or offering callers the optionto be called back rather than wait in the queue. Accessto real-time information from their desktops allows agentsto react immediately to service affecting situations, whilethe familiar Windows XP/Vista-based user interfacestreamlines contact handling, administration and reporting.

Key Functionality

• Increase first call resolution and customer satisfactionusing skills based routing; delayed delivery to back-upagents based on how long the call has been waiting;prioritisation and routing of callers based on CallingLine ID, number dialled or data entered by the caller;directing callers to a preferred agent or the last agentthey spoke with.

• A single desktop interface allows agents to efficientlymanage multimedia contacts, including phone calls,faxes, emails, SMS messages, web chats and requestsfor callbacks generated from your website. Q-Masterlets you apply standard contact handling methodsto all media types.

• Agent Desktop offers an intuitive user interface andprovides agents and managers with real-time dataon contact centre activity.

• Reduce abandonment by playing customisedannouncements to callers or advising them of theirposition in the queue.

• Eliminate the frustration created by long wait times;offer callers the option to receive a call back withoutlosing their position in the queue.

• Q-Master’s integrated IVR increases customer satisfactionby allowing callers to move seamlessly between a self-service environment and the contact centre. Callers can exitthe IVR and be transferred to a queue for delivery to anagent along with the information collected within the IVR.

• Increase revenues through the use of outboundcampaigns or blend inbound and outbound callingto improve agent utilisation.

• Network multiple contact centres to extend your hours ofoperation and improve the management of calls volumesacross your entire organisation.

• Q-Master gives you access to over 200 standard reportswhile Custom Reporting allows you to use third-partyreporting packages to manipulate data and buildcustomised reports.

• Q-Master’s Plug-in Integration modules make it simpleto integrate your Q-Master solution with most populardatabases, CRM, help desk, voice recordingand workforce management applications. Q-Master’sIntegration Software Development Toolkit (ISDK) allowsyou to create customised integrations.

Required Modules

Each contact centre user requires Control and AgentDesktop. Additional contact centre applications include:Custom Announce, Callback, Email Queuing Exchange,Email Queuing Desktop SMTP, Web Chat Queuing, WebCallback Queuing, Fax Queuing, Outdial Queuing, IVR,Networked Queuing, Custom Reporting.

For further information, please contactNEC Australia on 131 632 or visit nec.com.au

Fact Sheet – Q-Master

Contact Centre

Q-

NEC Call Center 0-2204-9600 or www.nec.co.th