Mark Holmes, director of sales at Telephonetics VIP, said: “Lagan is a market leader in the provision of Enterprise Case Management solutions. With our common focus on enabling government organisations to improve their services, integration with Lagan is key to further enhancing our solutions for this market.”
Telephonetics Contact Centre is an integrated call handling system that routes inbound and outbound calls. Its Automatic Call Distribution (ACD) system routes inbound calls to the right agent, and places outbound calls. The system includes management reports, call monitoring and skills-based routing facilities.
Integration of Lagan’s ECM software with Telephonetics Contact Centre is expected to enhance the speed of handling calls by reducing data input from two systems to one. Display of caller’s details on screen before taking the call will better equip the agent to handle the call.
A colour-coded telephony information window shows the Contact Centre ACD status. For example, if an agent starts to log out but is the last agent currently logged in with a particular skill, then colour-coded warnings make him/her aware of this.
Dave Moody, CTO of Lagan, said: “The integration between our Enterprise Case Management solution and Telephonetics VIP’s Contact Centre telephony heralds a new standard in call handling. Customers will perceive a real improvement in the speed and efficiency with which their queries are handled.”