CYCOS CUSTOMER PLATFORM
[BIZ/SCI-TECH, Alsdorf, January 24] The MMCC combines typical applications used to automate customer service operations with modern messaging technologies. Skill-based routing and many other options being available for all incoming messages; from email to SMS, fax and voice. Incoming callers are automatically identified, with important customer data popping up on the computer screen. Service agents are able to dial via the click of a mouse directly from a wide array of applications. A customer self-service solution further optimizes customer interaction. mrs and the MMCC seamlessly integrate into groupware applications such as Microsoft Exchange and Lotus Notes, plus into many CRM and ERP systems, e.g. mySAP CRM, SAP IC, and IC Web Client. In addition the MMCC may be used with a series of helpdesk solutions including Octohelp, Remedy ARS and Helpline.
At this year’s Berlin-based Call Center World (January 14 and 15) Unified Communications specialist Cycos AG will be showcasing versatile solutions for modern Contact and Customer Interaction Centres. Visitors to stand D13, hall 1, will be shown the potential of flexible voice dialogue systems, computer telephony integration (CTI) and multimedia applications; and learn more about how to integrate them into leading ERP and CRM solutions.
The Cycos presentation will centre on the company’s Multi Media Contact Center (MMCC). The MMCC is based on Cycos mrs, a Unified Communications suite successfully deployed by customers around the globe. mrs features intelligent call and message distribution, interactive waiting fields and powerful CTI. At the same time it integrates voice, fax, email and SMS. mrs also offers comprehensive statistics and report options, and supports traditional telephone systems as well as Voice-over-IP.
With its Multi Media Contact Center Cycos primarily targets companies with small to medium customer service management departments counting between 10 and 500 service agents.
http://www.cycos.com