Technology

E-XCEED’s unified inbound & outbound contact solution provides advanced customer lifecycle management capabilities that allows your team to control all aspects of customer interactions as well as appropriate follow up actions. E-XCEED is the choice of outsourced contact centers in North America due to its wide range of standard features, value and reliability and finally, its ease-of-use and fast implementation.

E-XCEED’s state of the art systems and technology include:

• Open, standards-based solution - SQL server, .NET and Web-based allows easy integration with CRM systems, databases, Internet and Intranet sites
  
  
• Provide multiple channels for contact including email, fax, web, text and voice broadcast
  
  
• Multiple Dialing Modes - Predictive Dialing is one of several dialing modes used by outsourcers. Preview, Power, Manual, Broadcast are all available and standard
  
  
• Call Blending - Amcat’s powerful call blending functionality allows the same agent group to place calls through the predictive dialer and also receive inbound calls of a similar nature. This capability increases your productivity and efficiency for many types of projects
  
  
• Route calls to the appropriate self service channel or the appropriate agent skill group
  
  
• Deliver more agent talk time, more sales, every hour, every day
  
  
• Real-time campaign parameter adjustment
  
  
• Built-in digitized voice recording
  
  
• Graphical real-time agent views - Know what your agents are doing and how they are performing whether they are across the room or across the world. Color-coded agent graphics let you be in charge of your most valuable and expensive resource
  
  
• Real Time Statistics enable outsourcers to know what is happening in each project in real time
  
  
• Web-based Reporting - Allows outsourcers to create and view project and resource reports wherever you are located. If you have Internet access, you have access to your reports. Web-based reporting also allows you to provide reports to clients easily
  
  
• Plan follow-up actions based on unlimited configurable result codes
  
  
• The most efficient list data usage and record recycling available anywhere
  
  
• Unlimited ability to capture and segment customer contact data, and analyze data for appropriate follow up actions
  
  
• Manage each category of contact appropriately based on inbound DNIS or outbound campaign
  
  
• No limits on multiple campaigns and multiple management consoles