1. www.accordiasolution.com
ACCORDIA SOLUTIONaccentuates communications
OVERVIEW
Customers’ acquisitions and retentions are the top concerns in
all organizations. Increase pressures to deal with lower budgets,
competition, and sophisticated customer expectations for
services and interactions in the traditional and emerging social
networking are some of the daily challenges in small and
medium enterprises of the new age.
ACCORDIA CUSTOMER INTERAC
Cost Effective Customer Interaction Solution For Small to
Medium Size IP Contact Center
Compared with larger enterprises,
the small to midsize business have
to drive and increase productivity
throughout the organization with an
efficient support team. This needs
to be achieved by optimizing
resources and expertise across the
business, while lowering operating
expenses. Accordia Customer
Interaction Suite (CIS) IP Contact
Center solution for small to midsize
operations, meets these objectives.
CIS enables organization to adopt
large enterprise solution that
im
efficiencies, location independence,
and an efficient deployment model…
all at a price point targeted for the
small to midsize setup. It utilizes the
open source LAMP (Linux, Apache,
SOLUTIONaccentuates communications
Customers’ acquisitions and retentions are the top concerns in
all organizations. Increase pressures to deal with lower budgets,
competition, and sophisticated customer expectations for
nd interactions in the traditional and emerging social
networking are some of the daily challenges in small and
medium enterprises of the new age.
ACCORDIA CUSTOMER INTERACTION SUITE (CIS)
Cost Effective Customer Interaction Solution For Small to
Contact Center
MySQL, Php) stack and the proven and
robust Asterisk IP Telephony as part
of the communication solutions.
provides a comprehensive suite of
modular application that is required to
operate and manage a contact center
efficiently. It is designed to al
contact center to add on the module
as and when the business requires it
thus enabling a lower entry cost.
HIGHLIGHTS
UNPRECENDENTED AFFORDABILITY
LEVERAGES EXISTING INFASTRUCTURE
INTEGRATED
INTEGRATED CONTACT MANAGEMENT
& KNOWLEDGE BASE
MODULAR APPLICATIONS WITH A LOW
ENTRY COST AND
WORKS WITH ANY SIP BASED IP
HARDPHONE OR SOFTPHONE
Center solution for small to midsize
operations, meets these objectives.
CIS enables organization to adopt
large enterprise solution that
improves business and operation
efficiencies, location independence,
and an efficient deployment model…
all at a price point targeted for the
small to midsize setup. It utilizes the
open source LAMP (Linux, Apache,
PAGE1
(CIS)
Cost Effective Customer Interaction Solution For Small to
MySQL, Php) stack and the proven and
robust Asterisk IP Telephony as part
of the communication solutions. CIS
provides a comprehensive suite of
modular application that is required to
operate and manage a contact center
efficiently. It is designed to allow
contact center to add on the module
as and when the business requires it
thus enabling a lower entry cost.
HIGHLIGHTS
UNPRECENDENTED AFFORDABILITY
LEVERAGES EXISTING INFASTRUCTURE
INTEGRATED VOICE RECORDING
INTEGRATED CONTACT MANAGEMENT
& KNOWLEDGE BASE
MODULAR APPLICATIONS WITH A LOW
ENTRY COST AND EASY UPGRADE PATH
WORKS WITH ANY SIP BASED IP
HARDPHONE OR SOFTPHONE

2. www.accordiasolution.com
ACCORDIA SOLUTIONaccentuates communications
Features Overview
Unlimited Skills
Integrated Auto Attendant &
Voice Mail
Integrated IVR
Integrated Voice Logger
Computer Telephony
Integration (CTI)
Out Bound Dialer
Web Based Application
Comprehensive Web Based
Reports
Integrated easy to use contact
management and knowledge
Base application
IP Agent
Works with any SIP based IP
Soft Phone or IP Hard Phone
Integrate to conventional PBX
via standard T1 / E1 or SIP
Trunk
Accordia Customer Interaction Suite
(CIS) IP Call
integrated solution that includes
Accordia Automatic Call Distributor
(ACD) Routing Engine for both group
and skills based routing. It is
developed on top of the proven
robust
Telephony platform that has been
deployed in many countries
wide.
unlimited Greetings and Busy
Announcement Prompts without
additional external announcement
devices. The built in Voice Recording
application allows Call Center
Manager or Supervisor to per
Quality Monitoring as well as manages
call disputes by listening back to the
agents conversation in the call center.
CIS helps businesses meet and exceed
the service level expectations of their
customers, while driving employee
productivity and
operational costs.
based Automatic Call Distribution
(ACD) that maximizes routing and
resource selection, allow
handle calls
overall productivity in a single or
multiple location s
DELIGHTING CUSTOMER
EXPERIENCE WITH ACCORDIA CIS IP
CONTACT CENTER SOLUTION
SOLUTIONaccentuates communications
Accordia Customer Interaction Suite
(CIS) IP Call Center provides an
integrated solution that includes
Accordia Automatic Call Distributor
(ACD) Routing Engine for both group
and skills based routing. It is
developed on top of the proven and
robust Open Source Asterisk IP
Telephony platform that has been
deployed in many countries world
wide. Accordia ACD comes with an
unlimited Greetings and Busy
nnouncement Prompts without
additional external announcement
devices. The built in Voice Recording
application allows Call Center
Manager or Supervisor to perform Call
Quality Monitoring as well as manages
call disputes by listening back to the
agents conversation in the call center.
CIS helps businesses meet and exceed
the service level expectations of their
customers, while driving employee
productivity and controlling
operational costs. Accordia CIS is an IP
based Automatic Call Distribution
(ACD) that maximizes routing and
resource selection, allowing agents to
handle calls effectively and improving
overall productivity in a single or
multiple location seamlessly.
DELIGHTING CUSTOMER
EXPERIENCE WITH ACCORDIA CIS IP
CONTACT CENTER SOLUTION
Call Center Manager is given the
flexibility to choose whether inbound
calls should be routed to the first
available agent, most idle agent, or
agent with skills that best match the
customer’s needs. Targeting
specifically, the micro, small, medium
and virtual contact center with single
or multiple sites, Accordia CIS has the
solutions that you need to manage
and grow your business.
Modular Solution
To Grow With Your
Business Needs
PAGE2
Call Center Manager is given the
flexibility to choose whether inbound
calls should be routed to the first
available agent, most idle agent, or
agent with skills that best match the
customer’s needs. Targeting
specifically, the micro, small, medium
and virtual contact center with single
or multiple sites, Accordia CIS has the
solutions that you need to manage
and grow your business.
Modular Solution
To Grow With Your
Business Needs

3. www.accordiasolution.com
ACCORDIA SOLUTIONaccentuates communications
Business Benefits
By leveraging on the right resource
at the right time , calls are routed
to the right resource based on
callers requirements in order to
ensure the call center achieve its
call answering service level,
reduces abandon rate and fulfill the
organizations commitments and
operational efficiency.
Accordia CIS Reporter provides
performance reporting on all real
time and historical activity that is
pivotal in any call center setup
Agent or system initiated preview
dialing improves costly proactive
customer contact issues. From
outbound callbacks to targeted
outbound campaigns, Accordia CIS
uses simple and effective outbound
dialing tools to increase the
performance of customer contact
in an outbound call environment.
Expand call center agent
knowledge with customer history.
Accordia CIS Contact Management
history displays a list of previous
customer contacts and gives the
ability to view any contact to
ensure more consistent service.
Whether you are in Customer
Service, help desk, Telemarketing,
Collections, Customer Support or
in any vertical, Accordia Voice
Logger allows you to store and
track important conversation for
training as well quality assessment.
Accordia CIS
Solutions
based contact center solution that
simplifies customer interaction
management
following module:
SOLUTIONaccentuates communications
Accordia CIS IP Contact Center
Solutions is a comprehensive web
based contact center solution that
simplifies customer interaction
management. CIS comes with the
following module:
CIS ACD - Skills Based Routing ACD
Module comes with a set of
comprehensive web based real
time and historical reports for
management analysis
CIS IVR - Integrated Interactive
Voice Response System comes
with unlimited number of Auto
Attendant greetings, busy
announcements
CIS VL - Integrated Voice Logger
for call quality monitoring
CIS OD - Integrated OutBound
Dialer for telemarketing, tele-
surveys and collection campaigns
CIS CB - Integrated Call Blending
increase agents productivity and
utilization rate
CIS - Soft Wall Board
CIS CTI
Integration for CRM Screen Pop
and Data Base Routing
CIS CM
Management
lookup and append notes to the
contact
CIS KB
Knowledge Base Management
FAQs,
Technical
Requirements:
- English
- Printers
- Tech Support
CIS CTI - Computer Telephony
Integration for CRM Screen Pop
and Data Base Routing
CIS CM - Integrated Contact
Management for quick contact
lookup and append notes to the
contact
CIS KB - Integrated easy to use
Knowledge Base Management for
FAQs, Sales, Marketing and
Technical Support Information
Best Match Agent with skills set :
English + Printers + Tech Support
PAGE3

4. www.accordiasolution.com
ACCORDIA SOLUTIONaccentuates communications
All-in-one Communications Suite
Unlike the conventional solution that
has a silo approach with disparate
systems that leads to bad interfacing,
data duplication, operational
inefficiency, and high total cost of
ownership, Accordia CIS is developed
with an integrated approach that
minimizes what use to be a very high
integration cost. To serve today's
multi-contact customer, Accordia CIS
all-in-one approach leverages
seamless component integration, and
offers next-generation capabilities for
inbound, outbound and blended
campaigns for customer support,
telemarketing or collections in contact
centers.
Accordia CIS Increases Call Center
Agent Productivity - Accordia CIS
provides a fully integrated contact
management solution that empowers
your agents to deliver competitive
customer service, lowers operating
costs, increases agent efficiency and
effectiveness, and helps you make the
most of every customer interaction.
With Accordia CIS, you have a
powerful assortment of features,
capabilities and applications to meet
all of your call center needs.
SOLUTIONaccentuates communications
Minimum Servers Requirements
Server:
Intel Xeon Quad Core, 8 GB RAM,
2x500GB HD, Supported OS: RHEL or
CentOS
Client PC:
1 GB RAM, Mozilla or Google Chrome
Web Browser
To learn more about Accordia CIS Call
Center Solutions, please contact
Busi
Flexible, Scalable, Integrated
Accordia CIS contains highly flexible
applications that leverage your
investments in other productivity
initiatives. Accordia CIS contact center
application provides rich and reliable
functionality specifically targeted at
improving customer interaction
management in a contact center
environment.
Accordia CIS Benefits
Improve call-routing flexibility:
Skills based routing capabilities ensure
calls or contacts are routed to the
suitable agent with the skills that
best match callers’ needs in a timely
manner avoiding unnecessary call
transfer.
Reduce costs, increase efficiency
By improving call routing efficiency
couple with a set of comprehensive
real time and statistical reports helps
call center manager in resource
planning
Deliver personalized service
With Caller ID and account number
presented to the call center agents
based on callers input to Accordia
Interactive
phone number identification by
the telcos, caller’s name and
information can be retrieved
automatically via computer
telephony integration (CTI) to
screen-
or Accordia Contact
screen.
IMPROVE CUSTOMER INTERACTION
WITH
MINIMUM COST
Minimum Servers Requirements
Application & Database
Server:
Intel Xeon Quad Core, 8 GB RAM,
2x500GB HD, Supported OS: RHEL or
CentOS. Database: MySQL
Client PC:
1 GB RAM, Mozilla or Google Chrome
Web Browser
To learn more about Accordia CIS Call
Center Solutions, please contact
your Accordia Client Executive
or Accordia Authorized
Business Partner or email us at
sales@accordiasolution.com
Accordia Solution
All Rights Reserved
Interactive Voice Response or
phone number identification by
the telcos, caller’s name and
information can be retrieved
automatically via computer
telephony integration (CTI) to
-pop a CRM application
or Accordia Contact Management
.
NTERACTIONS
MINIMUM COST
PAGE4