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IntraNext Systems announces NextCaster 2.0.Leading desktop readerboard offers embedded links to URL and UNC paths to improve response time and reduce costs for customer contact centers.Englewood, Colorado, [August 16, 2001], IntraNext Systems announces the market launch of NextCaster 2.0, offering advanced CTI features that improve response times and reduce costs by providing CSRs with one-click access to content-rich information right from their workstation. The advanced CTI features available in 2.0 enable customer contact center managers and supervisors to create and publish embedded links to URL and UNC file paths as part of the desktop readerboard’s message. The embedded links allow CSRs to quickly access text, maps, graphics, and multi-media files pertinent to any customer-impacting issues including geographic-based event—such as power outages, downed networks, or marketing promotions.NextCaster provides real-time communication of status information and key customer metrics essential for keeping agents productive and insuring consistently excellent service. NextCaster publishes real-time data from a PBX/ACD, and enables supervisors to quickly create and publish custom messages. Using NextCaster, agents and supervisors are able to monitor performance levels and take appropriate action to keep customer satisfaction at optimum levels. In addition, NextCaster’s ability to isolate individual agents, agent groups, or custom work teams lets supervisors manage performance, and provide motivation and coaching down to the individual level. NextManager is the system administration module for NextCaster and provides both system content and system control. The NextManager module enables publishing of user-defined metrics, special bulletins, and status information using simple drag-and-drop system tools. Via NextManager, administrators and supervisors can perform key system functions, including: · Set thresholds for performance metrics including: queue time, queue depth, talk, idle, and wrap-up · Control message color and duration · Identify agents by individual, user-defined group, or enterprise · Publish messages per agent, user-defined group, or enterprise wide · Publish individual or aggregate statistics across user-defined audiences · Attach URL and UNC file paths to desktop messages to provide agents with time saving, rich-content information · Support for complex, multiple-call center environments from a single control point According to Pat Brown, President and CEO of IntraNext Systems, “NextCaster gives customer contact centers the ability to significantly improve the tools available to the CSR, and in doing so simultaneously increase their ability to service the customer while reducing overall call length. Because NextCaster is published directly to the desktop, managers and supervisors have the added ability to provide individualized content to a specific workstation or work team. This key capability raises the relevance of the information and further increases the CSR’s ability to provide the highest quality service.” Next Caster runs on the Windows NT platform and supports the major telephone systems including: Aspect Communications’ ACD, Lucent/Avaya Definity PBX/ACD, Nortel Networks Meridian PBX/ACD, Rockwell Spectrum ACD, Siemens/Rolm 9751/9006 PBX, and Intecom E-series PBX. NextCaster is available as a stand-alone system or fully integrated into the NextSys Desktop Suite. About IntraNext Systems IntraNext Systems, Englewood, Colorado, is at the forefront of providing industry-wide CTI solutions based on open architecture and compatible with the major telephone systems. IntraNext provides both custom and commercially available CTI solutions and specializes in multi-call center environments. With more than 15,000 agents currently using IntraNext solutions, IntraNext is a clear leader in field-proven, fully integrated CTI applications for customer service center environments. Products include: next-generation desktop readerboards, ANI-based Screen-Pop applications, fully integrated voice and data capable soft-phones, and easy-to-use system management and reporting tools. IntraNext Systems, Inc. 391 Inverness Drive South Suite 111, Englewood, CO 80112, (303) 799-0771, (888)-638- 6398, http://www.nextsys.com. Editorial Contact: Lon Hendrickson AlphaBrand Strategies 719-487-7345 lon.hendrickson@alphabrand.com top of page |
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