Multi-Media Management

What Is It?

Multi-media management includes telephony, email, chat and voice mail and helps streamline contact center operations.

Universal Queue for Multiple Media
Contactual services are built around a universal queue with skill-based routing of voice, voice mail, email and chat interactions. Agents can be assigned multiple skills with multiple skill levels for each skill.

Queued Chat Sessions and Email
Most organizations are not equiped to manage the increase in customer chats and emails. With Contactual you can manage service levels for email and chat and ensure that you are providing the service your customers deserve regarless of how they contacted you.

Queued Voice Mail
Contactual supports voice mail queues. These are associated with IVR script logic and waiting on hold timeouts. Messages left in voice mail queues are associated with skills and priorities similar to any other interaction. As soon as there is an available agent with the appropriate skill and priority, the voice mail is pushed to the agent. Full contact center metrics are available for voice mail handling.