MCI Offers Transatlantic Call Routing, Speech Recognition Platform
July 20 2005 - 6:00AM
PR Newswire (US)
MCI Offers Transatlantic Call Routing, Speech Recognition Platform
-Global ECR Allows Businesses to Reduce Costs, Improve Customer
Service by Enabling Contact Center Services in Major International
Markets- ASHBURN, Va., July 20 /PRNewswire-FirstCall/ -- MCI, Inc.
(NASDAQ:MCIP) today announced the launch of its Global Enhanced
Call Routing (ECR) service which allows companies to accept,
forward, and route contact center calls from their customers
internationally. This network-based solution helps customers
decrease end-user wait times, reduce overall management costs and
increase customer satisfaction. Ideal for enterprise and government
organizations with contact centers in multiple countries, Global
ECR significantly improves customer service levels and protects
users from the financial risk of equipment obsolescence, while
reducing capital investment costs. Global ECR eliminates a
company's need to manage a costly, premises-based Intelligent Voice
Recognition (IVR) solution and changes the economic business model
from a capital intensive investment to a pay-as-you-go solution.
"Global ECR gives multinational corporations the flexibility to
establish contact centers where it makes the most economic and
strategic sense, while maintaining the ability to respond quickly
to international calls," said Nancy Gofus, senior vice president of
MCI IP Services. "The global reach and advanced capabilities of
MCI's contact center solution helps businesses improve their
customer service by efficiently managing calls between diverse
contact center locations." Global ECR decreases the number of
systems to manage and provides feature enhancements that
on-premises solutions may not be able to offer including built in
redundancy, flexibility and country-to-country routing. For
example, by using Take-Back-and-Transfer, calls can be transferred
between agents within the same call center or to a facility in a
different country. Global ECR also supports features, such as Menu
Routing, Database Routing and Busy/No Answer Rerouting to ensure
all calls are received and routed to the most appropriate call
center or agent group. With Global ECR, callers can hear
pre-recorded messages, select prompts and enter specific
information via touch-tone or speech recognition, to have calls
routed to the appropriate agents based on subject matter, time of
day, customer request and other criteria. In addition, callers no
longer need to sit on hold waiting for an agent to understand the
purpose of their call because the caller makes decisions based on
menu options presented to them, and the call is routed accordingly.
To sustain international businesses, MCI's Global ECR is a
multilingual solution supporting British English, French, German
and Dutch menu prompts and message announcements. Additional
languages are supported based on business needs. By creating
multilingual solutions callers can hear and respond to menu options
in their native language, as well as receive information in local
currency denominations. Global ECR also supports invoicing and
reporting in multiple languages and currencies based on a
business's preference. Understanding that global customers utilize
numerous access technologies for communications, MCI has designed
its Global ECR solution to support major international access
types. This gives businesses the ability to support their existing
business model while moving to a feature-rich call routing
solution. MCI Global ECR is immediately available to US- and
European-based corporations with call center operations in major
international markets About MCI MCI, Inc. (NASDAQ:MCIP) is a
leading global communications provider, delivering innovative,
cost-effective, advanced communications connectivity to businesses,
governments and consumers. With one of the most expansive global IP
backbones and wholly-owned data networks, MCI develops the
converged communications products and services that are the
foundation for commerce and communications in today's market. For
more information, go to http://www.mci.com/. DATASOURCE: MCI, Inc.
CONTACT: Natasha Haubold of MCI Public Relations, 1-800-644-NEWS
Web site: http://www.mci.com/
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