BCE Elix has been implementing contact center solutions since the 1980s and has leveraged its expertise in contact center solution deployments to develop Impresario Web—a feature-rich, Web-based agent desktop application that optimizes customer service and agent performance in voice- and Web-enabled contact centers.

BCE Elix Impresario Web provides a streamlined graphical user interface (GUI) that enables agents to simultaneously manage numerous customer interactions over multiple media channels, including phone, e-mail, and messaging. Impresario Web allows management of inbound and outbound calls and callback. This user-friendly agent desktop is available in French and English, and provides features such as a softphone, real-time statistics, alert message displays, and an agent scripting feature that enables you to create online interactive training and offer coaching to your agents.

Impresario Web offers simplified application programming interfaces to synchronize screen-pops with other PC desktop services. It facilitates and accelerates the integration of CTI solutions into a contact center environment—no matter how complex. It adds significant value by simplifying, fine-tuning, accelerating and optimizing any Genesys or Nortel deployment and can work with any type of switch. By simplifying CTI integration, Impresario Web delivers an immediate return on investment. Furthermore, as a true thin-client Web solution, Impresario Web has zero footprint, offers easy installation, more rapid initial deployment, quicker updates for new features and new version installations, and lower support costs.

FEATURES AND BENEFITS FOR CONTACT CENTERS

Contact centers rave about Impresario Web because of the concrete benefits it delivers:

Reduces CTI deployment time and costs

• Accelerates any Genesys or Nortel solution deployment and optimizes the return on CTI platform investment using Impresario Web’s out-of-the box features and deployable CTI softphone
• Helps keep maintenance and upgrade costs under control
• Ensures important PBX functions are safeguarded when integrating the CTI solution
• Reduces training costs and enables agents to periodically refresh and update their skills in an economical and convenient fashion using Web-based training

Delivers solutions tailored to the specific needs of any contact center environment

• Lets the client configure the softphone GUI for each Impresario Web Group
• Provides the flexibility to choose any grouping of the multiple Impresario Web statistics to be displayed on agent desktops
• Enables messages or alerts to be sent to any number of Impresario Web Groups and to customize the message displays

Helps enhance agent productivity and customer service

• Provides agents with key customer information, thus enabling them to identify appropriate up-selling and cross-selling opportunities
• Keeps agents up-to-date on important real-time information in emergency situations via Impresario Web's messaging feature
• Increases agents’ performance awareness by enabling them to measure their Impresario Web Group performance through the display of real-time statistics
• Offers agents features designed to speed their work and enhance the customer experience: call and transfer reasons, notes, address book with detection of other agent’s presence/status, audio/video cues, etc.
• Provides agents with a more ergonomic desktop thanks to user-friendly applications that can all be operated with convenient hotkeys or mouse
• Provides agents with interactive training via Impresario Web’s agent scripting feature

Helps introduce CRM to the contact center

• Allows CRM applications to be launched on agent desktops using telephony data
• Enables development of customized CRM point solutions linking telephony and business data using the Impresario Web SDK

Resolves the most common technical concerns of IT managers

• Supports growth, even to thousands of agents, in multi-site contact centers with its highly scalable design
• Requires minimal network bandwidth by using IP Directed Broadcast or IP Multicast

FEATURES AND BENEFITS FOR INTEGRATORS

Integrators applaud Impresario Web because it simplifies their job in so many ways!

Helps deliver immediate benefits to clients

• Leverages and enhances the power of the Nortel and Genesys CTI platforms, enabling customers to optimize their investment and keep pace with enhancements
• Allows CRM point solutions to be developed and offered cost-effectively, and major CRM applications already on the market to be integrated

Increases client satisfaction

• Enhances the total solution offered to Nortel and Genesys clients thanks to its many configurable features
• Readily solves common integration problems with out-of-the-box features
• Addresses IT managers’ common concerns with its highly scalable design and minimal use of bandwidth
• Helps you manage and reduce project risks through its off-the-shelf applications

For more information, please fill out the information request form.