Noble-Amcat Software FAQs
Below are some frequently asked questions about Amcat and Amcat's products.
What does Amcat provide?
Amcat provides 2 key products for contact centers:
- Contact Center Suite - a comprehensive unified business communications solution: inbound, outbound, blended and multi-channel contact management.
- Amcat Predictive Dialers- a full featured cost effective solution for companies who wish to implement automated dialing and do not require a comprehensive multi-channel solution.
Over 1000 global call centers benefit from Amcat solutions with tangible cost savings derived from increased productivity, centralized management and enhanced agent professionalism.
What technologies do Amcat products incorporate?
The Amcat solution contains the following 8 key technology components:
- CTI (Computer Telephony Integration)
- Outbound contact management
- Inbound contact management including Automatic Call Distribution
- IVR Self Service (Interactive Voice Response)
- Workforce management and reporting
- Multi-channel system with IP enabled dialers, ACD, IVR, email
- Digitized voice recording and call monitoring
- VoIP
What type of businesses can benefit from Amcat systems?
Any business that operates a contact center including outsourced centers, financial institutions, mortgage and debt collection, insurance, manufacturing, fund raising companies, political advertising, research, public sector and local government centers.
What is the advantage of using Amcat over another communications solution?
Amcat solutions are feature rich, provide high value and are extremely cost effective. They are built on the principles of ease of use, rapid implementation, scaleability and providing superlative reliability, supported by excellent Amcat service.
How can the Amcat system make my company more productive or profitable?
There are many situations, for example call blending allows agents to work both inbound and outbound projects simultaneously. The result: improved efficiency, better customer service and agent productivity.
What is automated dialing?
Amcat dialers are CTI based systems designed to automate the process of making and receiving telephone calls. The system integrates databases and phones and can dramatically increase the efficiency, productivity, and revenue potential of call centers.
How does it work?
Amcat systems automatically dial outbound calls from the phone numbers listed in your database. Unproductive calls are filtered out including: busy signals, unanswered calls, fax machines, modems, disconnected numbers, answering machines, and operator intercepts, that if connected would waste valuable time.
Is contact management and automated dialing expensive?
The cost / benefit of automating repetitious tasks can be measured by productivity improvements and a reduction in overhead expense. The system instantly provides a high ROI.
How does Amcat protect against obsolescence?
The Amcat solution is based on an n-tier client server architecture. It is built using open standards such as Microsoft .NET and open database platforms such as SQL server and Oracle. It also operates on a Windows platform using standard PC hardware.
Do Amcat systems require highly technical managers to operate?
Amcat has designed a Windows based point-and-click interface that makes using the system a simple task for both agents and management.
Do I need to buy the whole system or can I buy just what I need?
The Amcat communications solution is modular. Our modular design means you only buy the features you need today. As your call center grows, you can choose to add more capability and features.
Can I upgrade without having to discard what has already been purchased?
If you only need a few stations now, but anticipate expanding later, we can grow with you. Adding call center stations and features is as easy as installing software or changing a card. You don't have to schedule expensive downtime or book weeks in advance.
Is it possible for customers to verify transaction calls?
With Amcat Digital Voice Recording, you can easily record the agent and customer phone conversation. The feature is useful for quality control, verification or as a requirement of contract or law. The conversation is stored in either .wav or .vox format to the drive. Stored data can be retrieved by any of the standard indexes, such as date, agent ID or telephone number. Past-recorded data can be archived.
How can I give my agents Internet access?
Amcat's Web Based Online Agent can be seamlessly integrated with custom Internet applications such as email, online credit checks and other web based activities. Additionally, because of the open platform, you can easily custom build web applications that interface with CRM solutions, other databases and intranets.
I use more than one software package. Your system would just mean one more database to update. How would I fit it all together?
Amcat uses an open database structure that supports Microsoft SQL server or Oracle. The solution is ODBC compliant and supports import and data exchange with most programs. Amcat also provides a fully documented Application Programming Interface so that organizations can easily build custom applications that interoperate with the Amcat system.
What are you doing to enable ISDN Protocol?
Amcat dialing systems use ISDN Protocol, which lets the user select appropriate telephone service for the operation: analog, T-1, ISDN and E-1.
What about support after the sale?
We provide onsite installation and training with ongoing support.
What does the Amcat solution cost?
Prices vary according to specific configuration needs which may be the number of agents, the type of campaign or based on other factors. Compared to other contact or dialing solutions on the market, Amcat prices are very competitive.
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Noble Amcat Host Contact Centre Evolution 2008 [ more ] SNUG: Select Noble® Users Group Conference 2008 [ more ] Noble Systems® Announces Acquisition of Amcat™ [ more ]
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