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| SmartAnswer |
 The hold way is history.
Let your customers take control of their queue choices, and watch your abandoned call rate drop with SmartAnswer,
Wygant's affordable intelligent call routing solution that plugs right into your existing ACD.
SmartAnswer incorporates queue announce, screen pops, intelligent call routing and automated callback in a PC-based system,
and uses a CT link to actively monitor your PBX.
SmartAnswer's automated attendant interacts with your callers, telling them their place in queue as well as their expected wait time.
Then callers are offered choices that can include continuing on hold, leaving a message, transferring to another extension,
or requesting an automated callback. These options are all programmable, based on the number of callers in queue,
so that calls can be sent directly to an available agent if one is available.
You'll see the results in improved customer service, easier peak traffic periods, and a dramatic reduction in abandoned calls.
Additional application modules include Wygant's Intelligent Call Routing feature, or Data-Follow-Me™ for instant on-screen customer records.
Enjoy plug-and-play compatibility with most any ACD or ACD-enhanced PBX.
Features and Benefits
•Intelligent Queue Announce tells callers their place in queue and their expected wait time.
It also gives them
choices for the outcome of their call.
•Options provided to callers can vary depending on the inbound ACD group.
Up to 99 different groups can be
easily established.
•Call centers can choose which in-queue options to offer callers based on the number of callers in the queue,
average hold time, or time of day.
•With our Data-Follow-Me application module,
SmartAnswer simultaneously transfers the call to the agent's
phone terminal and the caller's data file to the agent's workstation screen.
•With our Intelligent Call Routing application module,
SmartAnswer assures that the caller is routed to an ACD
group ready to handle the caller's specific questions and concerns.
•Prompts for each ACD group can be customized for a specific application and recorded in a foreign language.
•Setup and system administration is maintained through a simple graphical interface, with easy-to-follow
prompts.
•Standard reports show the number of calls handled by SmartAnswer, the number of times each menu option
was chosen, and callback status.
•The SmartAnswer system is very flexible, allowing additional functionality. Application Modules and
Accessibility Software can be added to the system with ease.
Benefits
•Your answering system becomes interactive.
•Abandoned call rates are reduced.
•Staffing requirements are reduced.
•Customer satisfaction is increased.
•Agent morale is improved.
•SmartAnswer systems are affordable.
•Payback periods are typically under a year.
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Application Modules and Accessibility Software
•SmartAnswer offers a wide range of add-on features that allow call centers to provide unmatched customer
service.
•Data-Follow-Me speeds the process of serving customers who call to speak to a customer service
representative. The Data-Follow-Me technology simultaneously routes a call to an agent and that caller's
customer file to the agent's terminal screen.
•Intelligent Call Routing is an advanced method of routing an individual caller to the right ACD group using
ANI or information input by callers.
•Automated Callback of Abandoned Calls automatically schedules a return call to callers who disconnect
in the queue.
•Interactive Voice Response Modules provide callers with quick and easy access to information in local or
remote data bases.
•Order Entry Software enables a callers to select items by catalog number using voice recognition and voice
recording technology.
•Credit Card Billing Software adds on line credit card and verification functions.
•Outdial automatically calls a list of phone numbers provided by the call center, and queues answered calls
to the next available agent.
•FaxBridge frees live operators from having to manually operate the fax machine. Callers select documents
or information they would like to receive, and FaxBridge does the rest by automatically faxing the requested
information to the caller.
•Client Messaging provides temporary mailboxes where clients can leave messages for, and retrieve
messages from, their government or social service case workers.
•Voice Recognition converts spoken words into text or data that can be processed by a computer system.
•Telecommunications Devices for the Deaf (TDD) offers the same level of service to hearing-impaired and
hearing callers.
•Multiple Languages automatically selects the correct language for the caller using inbound integration when
available.
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