Intelligent Contact Center
The BCM provides a contact center strategy designed specifically to meet the needs and dynamic nature of small- to
medium-sized businesses. The contact center features on BCM enable businesses to increase customer support and
customer satisfaction by enabling their customers to speak to the right person every time.
The Intelligent Contact Center (ICC) has evolved out of what used to be the Professional Call Center and the Basic
Call Center offerings.
In previous BCM releases, a significant gap existed between the pricing, capacity, and functionality of Basic and
Professional Call Center, especially for those customers who require the functionality that Professional Call Center
provides but do not require the number of agents and skillsets that go along with it. The Intelligent Contact Center
(ICC) addresses this gap by providing the same functionality as the Professional Call Center, but with a configurable
number of agents and skillsets. This flexibility is particularly important for customers who require more skillsets than
agents, since Basic Call Center provided only two skillsets. Within BCM, skillsets are a way of categorizing your call
center staff according to their particular capabilities, whether those be language, technical knowledge, or client
knowledge. This allows you to route calls according to these skillsets.
The Basic Call Center was targeted at smaller, informal contact centers that exist in almost every business. The
Professional Call Center, on the other hand, with its greater capacity and more advanced features, was positioned for
larger, more formal contact centers. Now, customers can have the full scope of features with ICC, while customizing
only the number of agents and skillsets they want to buy.
By default, when activated, the ICC has two agents and one skillset, but no reporting features. Customers can order
the following optional features as desired:
• Any number of agents, orderable by Authcode
• Any number of skillsets, orderable by Authcode
• Reporting for Contact Center (RCC), orderable by Authcode
• Multimedia Contact Center (MMCC) orderable by Authcode
Sites that already have Call Center with previous releases of BCM can upgrade to BCM 4.0 and ICC, with existing
functionality and existing quantities of agents and skillsets preserved.
The ICC is supported for both BCM200/400 and BCM50, with the only differences being a reduced number of
maximum agents and skillsets on the BCM50.
Intelligent Contact Center
The ICC offers the following features:
• Up to:
• 80 active agents on BCM200/400; 30 on BCM50
• 250 configured agents on BCM200/400; 100 on BCM50
• 100 assigned lines on BCM200/400; 30 on BCM50
• 50 skillsets on BCM200/400; 30 on BCM50
• 150 Built-in user Recorded Announcements
• Call Transfer
• Overflow
• Agent Log In/Log Out
• Skillset Mailboxes
• Break/Cancel Break (Wrap/Cancel Wrap)
• Make Busy/Auto Make Busy
• Log Out/Auto Log Out
• Primary and Secondary Queue Thresholds
• Queue Status
• Agent Dynamic Priority (on a skillset level)
• Silent monitor of agents with supervisors.
Multimedia Contact Center Authcodes can be added to the ICC with the following features:
• Web Refresher messages
• Follow me co-browsing
• Text chat
• Screen capture send.
Users of BCM Intelligent Contact Center generally require more enhanced queuing and routing capabilities than hunt
groups or Uniform Call Distribution (UCD) can provide. The ICC provides agent features, built-in announcements
and call routing flexibility not available with hunt groups or UCD.
The Reporting for Contact Center Package generates Real-time and Historic reports of the call traffic and
performance of a contact center’s resources. These reports allow management to quickly and easily analyze the
efficiency of the contact center and make changes as required. The Reporting Package can generate Historic reports to
provide detailed or summarized information from specific defined time periods.
