JAMS Technologies

Products

CRM Connectors

Wallboards

SMS Manager

Skype CC (Skype based
Contact Center)

Agent Desktop Component

Textphone Manager

VoiceMail Queue

Enhanced Agent/Supervisor Desktop

Email Routing for Express

IVR Products

Standard Custom Report

Latest News


	22/09/2010
	Cisco Certifies JAMS Connector for the integration with LAGAN CRM
	4/07/2010
	Impressed with the new look and feel of the Wallboard Product says JAMIP, UK
	June 2010
	Extremely delighted to deliver PCI compliance solution to UK Contact Centre
	May 2010
	New version for the Payment Gateway for Royal Bank Scotland's platform launched
	Nov 2009
	JAMS wins a Developer Support Contract for 3 years
	2009
	ID&V Solution deployment - an Outstanding experience conveys Barclays Wealth
	2009
	A unique solution that does Screen Pop in the absence of ACD CTI - Successfully complete

Voice Mail Queue (VMQ)

Background:
Best way to increase peak call handling capacity without increasing staff costs!

As part of the solution design for the Cisco IP Contact Center, there is a requirement to enable a queue management solution. The solution should have the following characteristics:

• Allow callers to break out of a queue.
• Allow callers to leave a voicemail.
• Make the voicemail queue back to the contact center.
• Play the voicemail to an agent as if it were a standard customer originated call.

The solution in its architecture should:

• Be self contained.
• Require minimum maintenance.
• Be scalable in a cost effective manner.
• Be compact and not require major rack space.
• Be on a known and supportable platform.

Product Overview Brief:
Increase business without incremental cost; just optimize agent productivity!

Customer’s expectation of customer service is rising. When trying to get through to a contact center, they expect to be connected to the right person or right service in a timely fashion. Reality shows that most of the time the customer is held in a queue, with inadequate information on expected wait time and no where to go, resulting in a dramatic decline in customer satisfaction. JAMS’ Voice Mail Queue (VMQ) provides organizations with a solution to improve the queuing experience (and therefore customer satisfaction) when adding enough agents to remove the queues entirely is not an option.

Voice Mail Queue (VMQ) functionality will allow a caller to 'break out' of the queue to leave a message which is then queued back to the 'agent'. The agent (upon receipt of the Voice Mail) will then take a note of the customer contact details and contact the customer in accordance with their Voice Mail. Such a queue break out may be managed under the thresholds and circumstances as defined by the customer, for example, a queue depth or time waiting in queue.

The VMQ solution allows a caller voicemail to queue for an agent (instead of agent having to pick up voicemail when they are free) so that voicemail's can be routed based on ICM scripting logic and answered efficiently. Thus, adding voicemail as another channel into the multi-media contact center.

Having to queue callers at peak call times and sometimes even at non-peak times, is reality for most organizations, simply because the contact center would otherwise not be cost effective. JAMS’ VMQ helps organizations to improve the queuing experience.

Benefits Summary :
The benefits of such a solution are not limited to the clear advantage of proactive customer contact. Other benefits include:

• Improved agent efficiency.
• Reduced call waiting times for priority customer issues.
• Reduced phone bills to customers (for non free phone numbers).
• Ability to queue jump.
• No pitfalls of regular call center ‘leave a message’ applications that can result in communication breakdown with customers.
• Reduced number of abandoned and lost calls.
• Improved customer satisfaction.
• Improved queue management.
• Improved call handling performance at peak times.

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