Agent 99 Contact Centre

Zero footprint = zero capital expenditure

With no specialised hardware or software to purchase, start-up costs are kept to a minimum. Agent 99 helps you to control your costs with an affordable “pay per use” pricing structure that lets you forecast and meet your operating budgets.

Flexibility to grow and contract

Agent 99 gives you the power to manage the size of your contact centre at any given time. Simply activate more agents during times of high demand, and when you no longer need the extra agents, you stop paying for them - no long contracts or locked in fees.

The power to choose

Your customers can choose how they want to make contact with you; phone, web, email; giving you the ability to service all your customer contacts at the same time and at the same level of customer service.

Smart customer data

Agent 99 provides an inbuilt customer management application, which allows you to develop a closer relationship with your customers by informing you of their preferences and previous contact they have had with your business.

One clear view of all enquiries

Every contact that comes into your business - phone, email and web - is presented in one clear view to your agents. Combined with the smarts of Agent 99 that prioritise, route and track these contacts, you have everything you need to deliver consistent, end-to-end service to every one of your customers.

Clever management features – real-time from the desktop

You can easily track agent activities and details for all inbound and outbound customer contacts with Agent 99’s easy to use reporting tools that provide both real-time and historical intelligence. The configuration manager enables your nominated managers to quickly and easily view and change incoming channels, queues, agent groups and profiles to match changing demands.

The best functionality – always only a click away

With Agent 99, you will have access to the latest contact centre technologies without the hefty investment of both time and money. Staying at the leading edge of technology and adding new functionality becomes our responsibility not yours.

Guaranteed availability and reliability

Agent 99 has been designed from the ground up as a fully hosted ASP service with availability of 99.9 per cent - which should result in optimum customer service responsiveness always being guaranteed. A load balancing architecture is used to distribute processes across a server farm, and the system is fully replicated at NEC’s Melbourne Data Centre to ensure the ultimate in service reliability.

Total security and safety

NEC’s Melbourne Data Centre which houses Agent 99 has high level security measures in place to protect against intrusion, power loss and other threats. All customer interactions via the web are protected by 128 bit encryption. Offsite secure storage, weekly full back-ups and daily incremental back-ups ensure data availability and protection.

Smart customer data – at everyone’s fingertips

Agent 99 provides a centralised repository for your customer data, consolidating all the channels of communication with your customers and ensuring all of your agents have access to the most current and accurate information.