Reachme helps customers find the Right Person, with the Right Skills, at the Right Time to ensure quick and responsive help for all of your customers needs. Reachme, a new generation of multi-media and multi-channel contact center solutions, is built as a software application and is administered as part of the IT infrastructure. Reach me has all the features agents and supervisors need to make them more productive. It is a lightweight, easy to administer, open standards based contact center solution. Agent, supervisor, and technician workstations can easily be customized to fit specific needs.
Reachme requires no desktop software installation. This browser based approach ensures an easy administration and user experience. This also means you can access Reachme from a remote or home office enabling a virtual contact center.
Q1. Can I record all calls?
Call recording can be done for some or all calls and the recordings are stored in a database along with meta data including Caller ID, queue, skills, agent that took the call, etc. The recordings are searchable via meta data.
Q2. How do I administer the queues and agents?
Via browser web interface just like the agents, supervisors and management. This can be done in the office or remotely from any machine that has a browser.
Q3. If I have agents in many different locations, can they all answer calls out of the same queue(s)?
Any agent located anywhere can be leveraged for any call that enters the system from anywhere. The queues and agents are not geographically restricted in any way.
Q3. Are there reports that come with Reachme as standard or do I have to write all of my reports myself?
There are standard reports that come with the system. They include queue activity, agent productivity and traffic detail reports. If you create a custom report, those are added to the web interface so that they can also be run from the standard supervisor view on the reports tab.
Q4. Can I limit what information users see?
We have user permission profiles that can be built to identify what functions and what data a user can see. You can build as many of these profiles as you’d like and then assign your agent, supervisors and managers to these profiles as you desire, thus limiting what each can do or see.