CallCenter Millennium™ – Eliminating The Biggest Source of Customer Call - Center Frustration via “The Screen Pop”

Computer Telephony Integration (CTI) is the component of call-center automation that enables agents to have a screen “pop” of the caller’s information (from the back-end CMS or other database) automatically displayed as they pick up on the inbound call. This eliminates the biggest source of customer call-center frustration, other than time in the queue. Read more on CTI.

MicroAutomation offers an award-winning CTI product, CallCenter Millennium™.... Designed for maximum flexibility and scalability, CallCenter Millennium easily integrates with your telephony and IT environment, and can be expanded to accommodate your changing business.

The components of MicroAutomation’s CallCenter Millennium solution include:

• Base Software Program: Our base software includes screen pops of caller information, preview dialing, telephone control, data transfers, call event monitoring, agent activity monitoring and much more.
• Telephony & System Integration Options: Our product easily integrates with most major manufacturers of telephony products and all major brands of IVR hardware. It is available for multiple levels of resources, and may include multiple switch interface options, switch-to-switch transfer, and load balancing.
• Reporting & Analytics Options: CallCenter Millennium has two out of the box reporting options for system performance analysis/management, and can be integrated into an overall Analytics Solution for managing the end-to-end call center operation.
• Additional Components: CallCenter Millennium has many optional components, and is available in a contact center configuration capable of integrating with email, chat and video. All CallCenter Millennium options are easily configured or can be customized based on the specific needs of your call center.