Telephony World - Buyers Guide

Amcat

Amcat™ - Call Center VoIP Solution

Now a major force in call centers, VoIP is a means to simplify management and cut costs. Amcat has played a key role in bringing VoIP to call centers and is recognized as an experienced provider.

Business: Unified inbound, outbound and blended contact management software

Founded: 1990

President: Richard Costello

Locations: US, UK- Europe, Germany

Customers: Over 1000 worldwide

VoIP Key Features

Carrier class real time IP communications

Affordable IP distributed call centers and remote agents

Unified VoIP messaging software

IP Call Center Benefits

VoIP technology can be introduced without losing your investment in current telephony infrastructure including PBXs and ACDs. The Amcat white paper, VoIP Strategies in Call Centers, explores software configuration options for IP contact centers.

VoIP software technology facilitates implementation of remote call center branches and remote representatives. Cost-saving can be realized since the organization will not be charged for carrier or long distance charges between the gateway connected to the primary contact center switch and the remote switch or user.

Greater control, management capability and cost-saving can be achieved through leveraging current investments and achieving the full lifecycle value from investments in ACD and PBX .

IP technology can be introduced into an enterprise without changing the overall infrastructure.

Organizations that can benefit from IP

Medium to large enterprises that must connect with remote agents.

Small to medium companies establishing new call centers or expanding operations.

Introducing VoIP would be beneficial for any organization meeting one or more these criteria:
o The company needs a cost effective, flexible method to extend software applications to remote agents.
o The call center experiences a large number of moves, adds, and changes due to seasonal business period or promotional programs.
o The company wants to unify voice and data networks to gain savings by reducing equipment and operational expenses.

Key Technologies

Amcat’s Contact Center Suite embraces the key technologies that a call center uses daily: CTI, IVR, VoIP, ACD, Recording, Predictive Dialer, and Workforce Management. Amcat software is designed and sold modularly, so you only need to purchase the technology you need to meet your call center goals, saving your organization money and reducing complexity.

Software Suite

Rapid implementation and operation of multi-channel contact centers.

Inbound, outbound, blended and multimedia contact management.

Enhanced customer and agent interaction.

Feature rich capabilities with low cost of software ownership.

Management Software

Central, comprehensive workforce management with both real-time and historical call center information reporting. Includes a complete client/ server command and control center, Graphical interfaces, Drill down decision support tools, Customized data views and Service Level Alerts. White paper on Amcat Contact Center Management Console

Multimedia Contact Solution

Amcat’s Contact Center Suite provides multi-media call center channels for consistent, high quality service in any medium: voice, text/ SMS, Fax or Internet.

Amcat is committed to providing the highest value proposition, the most flexible and feature rich product solution and the greatest customer satisfaction. We value long term partnerships with each of our customers to help them achieve their corporate mission.

Call Center Industries Served

Amcat’s inbound outbound software solution is custom tailored to meet the needs of many different call center industries including: