Dialect Media Queue (DMQ) from Williams Communications Solutions (Houston, TX) routes customers' e-mail messages, faxes and Web callback requests to agents' PCs. DMQ also works with phone switches from Lucent Technologies, Nortel Networks and Rockwell Electronic Commerce to direct customers' phone calls to agents.
Agents view information about current calls or on-line messages from a queue, as pictured here. The software presents agents with an accompanying screen pop when a new item appears in queue. You can look up an archive of calls and messages your center receives. Administrators create rules to prioritize calls or messages by type of media, which, for example, can ensure that agents respond more quickly to urgent e-mail messages than to calls. Administrators also determine which groups of agents should receive calls, Web callback requests, e-mail or faxes based on the numbers customers dial, the Web pages from where they complete on-line forms or the generic e-mail addresses, such as email@example.com, to which they send messages.
You install DMQ on a dedicated Windows NT server, which you connect to your e-mail, Web and/or fax servers and to a Lucent Definity G3, Lucent ECS, Nortel Meridian 1 or Rockwell Transcend phone switch. DMQ receives messages from each server and can work with your existing ACD to route calls, faxes and on-line messages to agents. Agents, supervisors and administrators run DMQ on PCs that run all current Windows operating systems.
Pricing for DMQ begins at $500 per seat for ten seats. With volume discounts, the per-seat cost can be as low as $150 for 200 seats. You also pay a flat fee of $5,500 that corresponds to each type of server you use with DMQ. For example, if you have two e-mail servers, three fax servers and one Web server, your flat fee, not including per-seat costs, is $16,500 ($5,500 for each type of server). 800-WILLIAMS, www.wilcomsol.com.