Deliver Fax-on-Demand and Network Fax with Scout.

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Scout is a dynamic inbound call management application that helps call centers deliver superlative service before, during, and after the call. Scout optimizes the use of people and information within the call center, improving the effectiveness of caller management. Scout empowers the call center's staff to build high quality, long-term relationships with customers, prospects, and other callers, a key to success in today's increasingly competitive business environment. As a client-server application that runs on Windows NT, Scout delivers a stable, intuitive, and maintainable call management environment. Scout supports integrated IVR, customer-specific messaging, and as many front door answering scripts as are needed to run the enterprise. Scout can support numerous corporate and marketing identities on the same telephone switch. It's the ideal solution for the agile, multifaceted call center that needs to remain flexible while delivering competitive, uncompromising service. The call center's Systems Administrators can easily build and maintain a robust, business-supportive call management environment using Scout's Visual Tools. Contact Point and our customers use these tools to develop and manage call center applications, including complex environments that support multiple routing rules for contract call centers.

Extending Scout with Plug-In Modules Contact Point has extended Scout with special applications that deliver additional functionality to an already robust and responsive system: Integrate Scout with the Web. Automate callbacks and outbound dialing. Record both sides of a coversation. Digitally integrate ACD functionality. Disperse calls from queues even if the data network is down. Scout makes a difference in how the call center operates from the day it's installed. Its flexible, highly configurable call routing capabilities ensure that Scout will deliver the caller to the right queue, regardless of how complex the call center's routing requirements become. Before the call arrives at the agent, Scout helps to: Identify callers in the queue and prioritize those who need special handling. Intercept specific, high value callers for individual attention. Connect callers with the agents best suited to meet their specific needs. Enable callers to use their time wisely while in the queue, such as leaving voice messages, or requesting information from an optional, integrated fax system, or using an In-Queue IVR system to retrieve information while on hold. Scout lets the agent retrieve the caller from an IVR session when the caller's turn arrives for service. In addition, Scout can advise a caller of his or her place in the queue, along with the most recent average wait time for the next available agent. This optional feature can be enabled or disabled for each individual queue. Callers can also hear music-on-hold or special messages while waiting. Scout ships with licensed music prompts. The call center Administrator can add or substitute specific messages or instructions if desired. After the call is complete, Scout's Automated Wrap-Up functions help agents generate letters, such as order confirmations and product mailings. Scout can also: Categorize call activities to report results. Automatically report data on miscellaneous agent activity and non-call related work. Automatically launch fax or e-mail responses. Scout's comprehensive reporting functions assist supervisors in analyzing daily, weekly, and monthly operations. Meanwhile, supervisors can monitor the call center's current operations using Scout's System Monitor. Supervisors can track agent activities, callers in queues, line status, wait times, and other parameters so they can make spot adjustments if necessary to meet current demands and conditions.