Contact Center and Reporting - Explained 1

[curlycord]

With all the releases of BCM's and name changes I was asked a question today that I could not honestly answer.

In this case it was for a BCM50 RLS3
"What is the name and will it do reporting?"

My best answer was "Contact Center", yes it comes with reporting built in but is very limited, Reporting for Contact Center (RCC) would be needed if you require more robust reports and a single PC would be required on the network.
I have no idea if it's realy built in.

But I see key codes labeled "Intelligent Contact Center" yet I cant find the word Intelligent in the BCM50 CD.

I am trying to get an idea of what are the names of the ACD's on each of the different BCM platforms, which ones use key codes, what are the names of any of the robust type programs (will assume key codes required).

My first goal is to get the whole deal about the BCM50 but if you can put something together for the other platforms also then please do.

Thanks





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curlycord

http://www.curlycord.com

 

[TLDuk]

BCM 3.6 3.7 Call Centre + RCC
BCM 4.0 Intelligent Call Centre + RCC
BCM 50 R1 Call Centre + RCC
BCM 50 R2 + R3 Intelligent Call Centre + RCC

If its not broke tweak it..

 

[curlycord]

Thanks

Should some of those be Contact Center?


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curlycord

http://www.curlycord.com

 

[curlycord]

Also do you need RCC for reporting or is there a lower type or reporting included?

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curlycord

http://www.curlycord.com

 

[TLDuk]

No lower reporting for the contact centre just RCC

BCM50 R3 does have some basic call reports built in, but i have never used them..

and yes its "Intelligent Contact Centre" not Intelligent call centre

If its not broke tweak it..

 

[curlycord]

Ok so looking like this then:

BCM 3.6 3.7 Call Center + RCC
BCM 4.0 Intelligent Contact Center + RCC
BCM 50 R1 Call Center + RCC
BCM 50 R2 Intelligent Contact Center + + RCC
BCM 50 R3 Intelligent Contact Center + Built in Basic Reporting + RCC

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curlycord

http://www.curlycord.com

 

[TLDuk]

yes only the i don't think the bcm 50 r3 built in reporting does not report on the call centre


If its not broke tweak it..