Acqueon iQ is an all-in-one contact center solution that aims to address challenges with multi-vendor solutions such as integration issues, high costs, and lack of consistent customer experience across channels. It combines components like PBX, IVR, CTI, voice recording, quality monitoring, and agent desktop into a single integrated platform. Key features include support for multiple communication channels, outbound dialing modes, scripting tools, reporting, and an web-based agent desktop. It offers businesses a unified omnichannel solution to manage customer interactions across various verticals.
Global headquarters in Bedford, MA USA with regional headquarters in Europe (UK) and Asia (Japan). Founded in 1992 originally as Hammer Technologies, Empirix leads the market in service quality assurance solutions for new IP communications. Empirix helps customers ensure quality of experience, avoid outages, minimize downtime impact, and gain returns through improved satisfaction and reduced costs.
This document discusses contact center technology solutions and Infosys' offerings in this area. It outlines challenges companies face with contact centers around retaining customers while reducing costs. Infosys provides end-to-end solutions including consulting, design, development, integration and support of contact center technologies like IVR, CTI and speech recognition to help companies optimize their contact centers.
Proactive Performance Monitoring for Genesys Call CentersPerficient, Inc.
VitalSuite is a proactive performance monitoring software that provides deep insight into network infrastructure, applications, and Genesys contact center components. It delivers continuous measurement of key performance indicators to identify and resolve issues before they impact users. This allows organizations to shift from a reactive to proactive operations model through meaningful information on normal system behavior and early warnings of potential problems. VitalSuite monitors both the contact center infrastructure and staff/call flow to ensure optimal overall performance.
Your call center operation requires a proactive, scalable, end-to-end solution to monitor and manage processes and systems. Infeetel call center dialer is just what you need. It provides visibility and control over the performance and productivity of your call center.
Infeetel call center solution has all the features associated with high end and high cost proprietary call center solutions.
Global headquarters in Bedford, MA USA with regional headquarters in Europe (UK) and Asia (Japan). Founded in 1992 originally as Hammer Technologies, Empirix leads the market in service quality assurance solutions for new IP communications. Empirix helps customers ensure quality of experience, avoid outages, minimize downtime impact, and gain returns through improved satisfaction and reduced costs.
This document discusses contact center technology solutions and Infosys' offerings in this area. It outlines challenges companies face with contact centers around retaining customers while reducing costs. Infosys provides end-to-end solutions including consulting, design, development, integration and support of contact center technologies like IVR, CTI and speech recognition to help companies optimize their contact centers.
Proactive Performance Monitoring for Genesys Call CentersPerficient, Inc.
VitalSuite is a proactive performance monitoring software that provides deep insight into network infrastructure, applications, and Genesys contact center components. It delivers continuous measurement of key performance indicators to identify and resolve issues before they impact users. This allows organizations to shift from a reactive to proactive operations model through meaningful information on normal system behavior and early warnings of potential problems. VitalSuite monitors both the contact center infrastructure and staff/call flow to ensure optimal overall performance.
Your call center operation requires a proactive, scalable, end-to-end solution to monitor and manage processes and systems. Infeetel call center dialer is just what you need. It provides visibility and control over the performance and productivity of your call center.
Infeetel call center solution has all the features associated with high end and high cost proprietary call center solutions.
Avaya Aura Application Enablement Services (AES)Motty Ben Atia
The document discusses Avaya's Application Enablement Services (AES) platform. AES provides protocols, APIs, and web services that enable development of modular communication applications. It opens up functionality of Communication Manager and adds communication capabilities to desktop tools. AES supports integration of communication and business applications through API connectors and web services.
Avaya - UK Ireland Outbound User Group Presentation (Public)David Ward
This document provides an overview of Avaya's outbound solutions including Proactive Contact and Proactive Outreach Manager. It discusses the evolution of the outbound dialing market and Avaya's offerings. The document reviews new features in Proactive Contact 5.1 such as multi-tenancy and automated agent release. It also provides details on Proactive Outreach Manager 3.0, a complete outbound communication solution that can manage both automated notifications and predictive agent dialing campaigns across voice, email and SMS.
The document provides an overview of the Genesys Voice Portal (GVP) software. It describes the key components of GVP including the Voice Communications Server, Voice Portal Manager, and Genesys Studio. It explains the architecture of GVP and how the components interact and communicate. It also discusses the features and capabilities of GVP such as call handling, speech recognition, text-to-speech, application development tools, and deployment options.
Avaya Proactive Outreach Manager by Nitin Shroff (Product Manager) presented to the presentation to the US Avaya Proactive Contact User Group Conferece - September 2014
- Proactive Contact 5 is Avaya's latest release of its outbound dialing and proactive contact solution. It features enhanced productivity, administration, security, and platform technology updates.
- New features include improved blending of outbound dialing with IVR and contact center solutions, real-time scheduling and job management, and enhanced reporting and customization options.
- The release expands support for newer Windows, Linux, and server platforms and provides improved integration with Avaya's contact center and voice solutions.
The KX-NCV200 is a two-in-one call management system combining a Panasonic voice processing system with an ACD reporting system. The voice processing system provides features like voice mail, auto attendant, and email integration. The ACD reporting system provides real-time monitoring, performance reports, and call and agent information to help optimize call center management. The integrated system allows businesses to improve customer service and reduce telecommunications costs with versatile call routing and reporting tools.
The Panasonic KX-TVA50 and KX-TVA200 are voice processing systems that provide affordable voice messaging, automated attendant service, and complete customization. They offer features like email integration, bilingual capability, and live call screening. When used with a Panasonic phone system, they provide one of the most advanced digitally integrated phone systems available.
The Panasonic KX-TDE Communications Platform is a robust and flexible IP communications system designed for businesses. It offers versatile features such as wireless capability, networking between multiple locations, and centralized voice mail. The system allows anytime, anywhere communication for mobile employees and helps businesses stay connected. It is scalable and can expand to support business growth. The system also includes productivity applications to enhance communications and collaboration.
The document provides an overview of the Genesys SIP Server, including its fundamental purpose, architecture, deployment modes, load balancing capabilities, multi-threaded design, multi-site support, and important network considerations for ensuring quality voice services. The SIP Server combines call switching and T-Server functionality, and can operate with or without a third-party softswitch in various deployment configurations. Proper network sizing, bandwidth provisioning, quality of service controls, and remote access methods are critical to delivering high quality voice.
These Application Notes describe the configuration steps required for Amtelco Infinity Version 5.50.05 to successfully interoperate with Avaya Communication Manager 5.0 using PRI QSIG.
Information in these Application Notes was obtained through compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab.
SVS; Reviewed:
The multi-functional IP-PBX delivers high performance. Simplified management, reduced communication cost, seamless connectivity with remote users and between geographically dispersed branches, advanced communication means and enhanced productivity are apparent benefits. The system employs open-standard SIP protocol and is hence interoperable with SIP proxies, gateways and IP phones. Communication of small and mid-sized enterprises as well as geographically distributed offices, remote workers and contact centre is much simplified and enhanced with SAPEX.
Kolmisoft released the completely new advanced Softswitch version MOR X3. This Softswitch offers new up-to-date features reflecting industry trends and meeting customers’ expectations. Professional VoIP billing and routing solution designed for those who want to meet a specific demand and retain a high ROI.
Telecom Express is the largest outsourced contact center in Russia, operating 3 units in Moscow, Rostov-on-Don, and Chelyabinsk with over 1100 workstations. It employs 2400 operators and 96 supervisors. The contact center provides a wide range of services including call center operations, customer satisfaction surveys, technical support, lead generation, and quality assurance. It utilizes advanced technologies like speech recognition and artificial intelligence to optimize operations and reduce costs.
Administrators guide for avaya communication manageraptivajhc
This 3 page document provides an overview and summary of the Administrator's Guide for Avaya Communication Manager volumes 1, 2, and 3. It includes notices about copyright, warranty, preventing toll fraud, technical support contact information, and compliance with various telecommunications standards.
ACME- Session Border Controllers – podstawa udanych i efektywnych implementac...Biznes to Rozmowy
SBCs (Session Border Controllers) are the key to successful VoIP deployments. An SBC overcomes obstacles like securing borders, fixing protocol issues, and assuring session quality. For SIP trunking, an enterprise SBC provides security, interoperability with different PBX systems, control over routing and numbers, and features for disaster recovery, troubleshooting and monitoring. Case studies show how SBCs help financial, government and oil/gas companies reduce costs through SIP trunking while ensuring security, interoperability and quality of service.
Metaphor Solutions provides speech recognition interactive voice response (IVR) applications for the Asterisk platform. It offers over 55 pre-packaged speech and touch-tone IVR applications across industries like retail, healthcare, and financial services. The applications can be hosted or deployed on-premise and are customizable using Metaphor's web-based tools with quick deployment times and low total cost of ownership.
Session Manager is Avaya's SIP routing and integration tool that centrally manages SIP signaling across an entire enterprise. It integrates different telephony systems, routes calls to achieve the cheapest routing, and provides high availability and scalability. Session Manager promotes a software-centric approach and provides policy-based routing, centralized management of dial plans and networks, and support for third-party SIP endpoints and applications.
A call center is an office that receives and transmits large volumes of phone requests. Call center agents handle incoming calls for customer service, support, complaints, or outbound calls for marketing, sales, surveys. There are two main types - inbound calls made by customers to the call center, and outbound calls made by agents to customers. The Philippines has become a leader in the global call center industry due to its large English-speaking workforce and competitive costs. The industry has grown significantly, providing jobs for over 160,000 Filipinos by 2006.
Halkla İlişkiler ve Yeni İletişim Teknolojileri kapsamındaki 3. sunumdur. Bu sunumda sosyal medyada içerik yönetiminin nasıl yapılması gerektiği anlatılmaktadır.
Avaya Aura Application Enablement Services (AES)Motty Ben Atia
The document discusses Avaya's Application Enablement Services (AES) platform. AES provides protocols, APIs, and web services that enable development of modular communication applications. It opens up functionality of Communication Manager and adds communication capabilities to desktop tools. AES supports integration of communication and business applications through API connectors and web services.
Avaya - UK Ireland Outbound User Group Presentation (Public)David Ward
This document provides an overview of Avaya's outbound solutions including Proactive Contact and Proactive Outreach Manager. It discusses the evolution of the outbound dialing market and Avaya's offerings. The document reviews new features in Proactive Contact 5.1 such as multi-tenancy and automated agent release. It also provides details on Proactive Outreach Manager 3.0, a complete outbound communication solution that can manage both automated notifications and predictive agent dialing campaigns across voice, email and SMS.
The document provides an overview of the Genesys Voice Portal (GVP) software. It describes the key components of GVP including the Voice Communications Server, Voice Portal Manager, and Genesys Studio. It explains the architecture of GVP and how the components interact and communicate. It also discusses the features and capabilities of GVP such as call handling, speech recognition, text-to-speech, application development tools, and deployment options.
Avaya Proactive Outreach Manager by Nitin Shroff (Product Manager) presented to the presentation to the US Avaya Proactive Contact User Group Conferece - September 2014
- Proactive Contact 5 is Avaya's latest release of its outbound dialing and proactive contact solution. It features enhanced productivity, administration, security, and platform technology updates.
- New features include improved blending of outbound dialing with IVR and contact center solutions, real-time scheduling and job management, and enhanced reporting and customization options.
- The release expands support for newer Windows, Linux, and server platforms and provides improved integration with Avaya's contact center and voice solutions.
The KX-NCV200 is a two-in-one call management system combining a Panasonic voice processing system with an ACD reporting system. The voice processing system provides features like voice mail, auto attendant, and email integration. The ACD reporting system provides real-time monitoring, performance reports, and call and agent information to help optimize call center management. The integrated system allows businesses to improve customer service and reduce telecommunications costs with versatile call routing and reporting tools.
The Panasonic KX-TVA50 and KX-TVA200 are voice processing systems that provide affordable voice messaging, automated attendant service, and complete customization. They offer features like email integration, bilingual capability, and live call screening. When used with a Panasonic phone system, they provide one of the most advanced digitally integrated phone systems available.
The Panasonic KX-TDE Communications Platform is a robust and flexible IP communications system designed for businesses. It offers versatile features such as wireless capability, networking between multiple locations, and centralized voice mail. The system allows anytime, anywhere communication for mobile employees and helps businesses stay connected. It is scalable and can expand to support business growth. The system also includes productivity applications to enhance communications and collaboration.
The document provides an overview of the Genesys SIP Server, including its fundamental purpose, architecture, deployment modes, load balancing capabilities, multi-threaded design, multi-site support, and important network considerations for ensuring quality voice services. The SIP Server combines call switching and T-Server functionality, and can operate with or without a third-party softswitch in various deployment configurations. Proper network sizing, bandwidth provisioning, quality of service controls, and remote access methods are critical to delivering high quality voice.
These Application Notes describe the configuration steps required for Amtelco Infinity Version 5.50.05 to successfully interoperate with Avaya Communication Manager 5.0 using PRI QSIG.
Information in these Application Notes was obtained through compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab.
SVS; Reviewed:
The multi-functional IP-PBX delivers high performance. Simplified management, reduced communication cost, seamless connectivity with remote users and between geographically dispersed branches, advanced communication means and enhanced productivity are apparent benefits. The system employs open-standard SIP protocol and is hence interoperable with SIP proxies, gateways and IP phones. Communication of small and mid-sized enterprises as well as geographically distributed offices, remote workers and contact centre is much simplified and enhanced with SAPEX.
Kolmisoft released the completely new advanced Softswitch version MOR X3. This Softswitch offers new up-to-date features reflecting industry trends and meeting customers’ expectations. Professional VoIP billing and routing solution designed for those who want to meet a specific demand and retain a high ROI.
Telecom Express is the largest outsourced contact center in Russia, operating 3 units in Moscow, Rostov-on-Don, and Chelyabinsk with over 1100 workstations. It employs 2400 operators and 96 supervisors. The contact center provides a wide range of services including call center operations, customer satisfaction surveys, technical support, lead generation, and quality assurance. It utilizes advanced technologies like speech recognition and artificial intelligence to optimize operations and reduce costs.
Administrators guide for avaya communication manageraptivajhc
This 3 page document provides an overview and summary of the Administrator's Guide for Avaya Communication Manager volumes 1, 2, and 3. It includes notices about copyright, warranty, preventing toll fraud, technical support contact information, and compliance with various telecommunications standards.
ACME- Session Border Controllers – podstawa udanych i efektywnych implementac...Biznes to Rozmowy
SBCs (Session Border Controllers) are the key to successful VoIP deployments. An SBC overcomes obstacles like securing borders, fixing protocol issues, and assuring session quality. For SIP trunking, an enterprise SBC provides security, interoperability with different PBX systems, control over routing and numbers, and features for disaster recovery, troubleshooting and monitoring. Case studies show how SBCs help financial, government and oil/gas companies reduce costs through SIP trunking while ensuring security, interoperability and quality of service.
Metaphor Solutions provides speech recognition interactive voice response (IVR) applications for the Asterisk platform. It offers over 55 pre-packaged speech and touch-tone IVR applications across industries like retail, healthcare, and financial services. The applications can be hosted or deployed on-premise and are customizable using Metaphor's web-based tools with quick deployment times and low total cost of ownership.
Session Manager is Avaya's SIP routing and integration tool that centrally manages SIP signaling across an entire enterprise. It integrates different telephony systems, routes calls to achieve the cheapest routing, and provides high availability and scalability. Session Manager promotes a software-centric approach and provides policy-based routing, centralized management of dial plans and networks, and support for third-party SIP endpoints and applications.
A call center is an office that receives and transmits large volumes of phone requests. Call center agents handle incoming calls for customer service, support, complaints, or outbound calls for marketing, sales, surveys. There are two main types - inbound calls made by customers to the call center, and outbound calls made by agents to customers. The Philippines has become a leader in the global call center industry due to its large English-speaking workforce and competitive costs. The industry has grown significantly, providing jobs for over 160,000 Filipinos by 2006.
Halkla İlişkiler ve Yeni İletişim Teknolojileri kapsamındaki 3. sunumdur. Bu sunumda sosyal medyada içerik yönetiminin nasıl yapılması gerektiği anlatılmaktadır.
Build a Strong Sales Pitch When Selling InsuranceSalesScripter
This document provides guidance on building a strong sales pitch for selling insurance. It discusses making assumptions about prospects and salespeople, focusing the pitch on those who are a good fit, and using a multi-stage sales process with goals for each stage. It also covers identifying the value offered, common problems solved, composing qualifying questions, building interest, and addressing objections. The overall message is to center the pitch around prospects' needs by highlighting value, pain points, and credibility in order to qualify leads and progress them through the sales process.
Sample Report (Mary Example) of an actual phone test measuring the Call Center employees ability to handle difficult call situations. Measures manners, effectiveness, accuracy, customer analysis, and ability to perform effective follow-up. Contact us for more info or to try one out...not expensive. English only.
A call center is a central place where customer and other telephone calls are handled by an organization. It handles inbound calls from customers seeking customer support, help desk assistance, or other services, as well as making outbound calls for telemarketing, sales, or other purposes. Effective call center agents require skills in communication, customer service, listening, questioning, and using telephone etiquette to professionally handle high volumes of calls. Proper call flow management and customer service techniques are also important to provide a positive customer experience and meet business goals.
This document provides an overview of training programs offered by Kaflat, including foreign language training, IT training, HR training, business communication skills training, and call center training. Call center training includes introductions to call centers and careers in call centers, as well as modules on management, quality assurance, training contents, and free training tools. Training is offered through classroom, online, and on-site personalized formats.
The document provides an overview of the Elastix Call Center Addon module. It describes how the module allows for setting up inbound and outbound call campaigns with agents answering calls through a web-based console. The predictive dialer handles automatic call distribution to agents. Key components include the agent console, call management interface, support for the ECCP protocol, and an open-source licensing model.
This document provides guidance on effective call control strategies for customer service agents. It discusses maintaining a positive attitude, properly greeting customers, projecting confidence, focusing on the customer's issue, avoiding trigger words, and determining resolutions. Specific techniques are outlined, including listening actively, asking probing questions, paraphrasing to confirm understanding, setting expectations, managing difficult customers, and eliminating dead air to keep the customer engaged and the call on track. The overall goal is to lower call handle times, improve customer satisfaction, and ensure the agent, not the customer, leads each call interaction.
Phone Etiquette: Vocal Skills
Voice reflects attitude. Even if the words are correct and intended to be polite, tone could imply the opposite. Voice is made up of five distinct elements: tone, inflection, pitch, rate and volume. Your voice contains specific percentages of each element that makes it uniquely yours. However, there is a best practice range within which your voice sounds confident and most importantly professional.
This document provides an introduction to cyber law. It discusses how the internet and technology have evolved over time to connect people to information and each other. It also notes some of the risks that have emerged with technology, such as cyber crimes. The document then defines cyberspace and discusses some key aspects of it, such as its lack of boundaries and potential for anonymity. It concludes by outlining some penalty provisions under cyber law for offenses related to unauthorized access and harming computers/networks.
Call Center
AUTOMATIC CALL DISTRIBUTOR
INTERACTIVE VOICE RESPONSE
COMPUTER TELEPHONY INTEGRATION (CTI)
AUTOMATED INTELLIGENT CALL ROUTING
Web Enablement of Call Center
Types Of Call Center
LOGGING AND MONITORING
Project managers use Key Performance Indicators (KPIs) and dashboards to monitor and communicate the status of a project. KPIs should be measurable metrics that indicate if objectives are being met. Effective KPIs are specific, measurable, attainable, relevant and time-bound. KPIs can be quantitative or qualitative and should be selected to provide insights without overwhelming stakeholders with too much data. Dashboards consolidate multiple KPIs using visual widgets like charts, tables and gauges to give viewers a quick status update in an easy to understand format.
The customer called to inquire about a wrong bill they received. The agent verified the customer's account and name, and found that the bill was generated before the customer's recent payment was processed, so they could disregard the amount. The agent also informed the customer that bill delays can occur due to courier delays, and provided an alternative to check their more updated balance online. The agent ensured there were no other issues before concluding the call.
With the explosion of the maker movement, schools are beginning to embrace creativity. However, what does this mean for assessment? Should we assess the creative process? Should we assess the finished product? Does assessing creativity actually make kids more risk-averse? In this workshop we explore what it means to assess both the creative process and the creative product without leading to risk aversion.
The document describes CenterMeter, a cloud-based contact center software. It offers brokers a way to [1] cut operational costs and maximize agent efficiency through features like automated dialing and call routing. CenterMeter claims it can [2] help recruit more traders by improving brokers' customer service through integration with trading systems and real-time monitoring. The contact center software reduces the need to purchase and maintain expensive on-site systems, allowing brokers to add or remove agents flexibly on a monthly basis.
Voice Enterprises Service looks for smart and effective ways to connect with their customers. A technology that can give flexibility and reliability for a more improved business intelligence. ACLMobile provides an apt solution for a high end customer engagement and service with a personal touch.
iTel switch | Softswitch platform for global Retail, Wholesale, Calling card ...REVE Systems
iTel Switch is a single Softswitch platform for global Retail, Wholesale, Calling card & Call shop business. Being a highly customizable and scalable VoIP Softswitch with integrated billing, it serves as an ideal platform for all the VoIP service providers who want to provide a wide range of VoIP services. iTel VoIP Softswitch has been designed to meet the highest needs of carriers. This VoIP Softswitch also ensures most reliable and cost effective solution that can help VoIP service providers grow as a giant global carrier in VoIP industry. Multilevel reseller support, easy end user interface, integrated billing, intelligent routing and class 4 & 5 Softswitch features are some of the many unique competencies of iTel Switch.
For more details visit:
https://www.revesoft.com/products/itel-voip-softswitch
The document describes an on-demand customer interaction manager that provides multichannel communications services through a web browser. It delivers unified communications, skills-based routing, automated attendants, computer telephony integration, and third party integration. The software-as-a-service model allows companies to distribute customer interaction functions throughout their business while only paying for resources used.
This document summarizes a presentation about VoltDelta's cloud contact center and voice self-service solutions. It highlights VoltDelta's uniquely converged platform that integrates virtual contact center, IVR, and call recording capabilities. It also discusses VoltDelta's scalability and reliability in handling over 2 billion calls annually, accurate speech recognition technology, and integration with Oracle/RightNow CRM software. The conclusion encourages evaluating virtual contact center vendors like VoltDelta for benefits like enhanced customer service and cost savings.
Dialing Innovations overview contains a mile high perspective of some of the various systems and features that are provided.
Blended Call-center Suites
Phones Systems
Website Development
Cram hosting
Lead Management
Software for Enterprise Communications and Contact Centers:
– PhoneUP – Applications Bundle for Cisco IP Telephony
– RichCall – Video Call and Web-collaboration for Customer Service
– MeetMe – Scheduling and Managing Cisco TelePresence Meetings
– Outbound calling campaigns software
– Custom software development services
This document summarizes hosted VoIP services provided by Reignmaker Communications. It defines VoIP and hosted VoIP, explaining that hosted VoIP provides phone system features over the internet rather than traditional phone lines. It outlines key advantages like lower costs, scalability, and built-in disaster recovery. Finally, it introduces Reignmaker's service offerings and positioning as an end-to-end provider with nationwide coverage and exceptional support.
Elision DialShree Predictive Dialer is a outbound/inbound telephone automated system that dial calls from a list of uploaded telephone numbers in sequence, screening unnecessary calls such as busy signals, no answer, answering machines and disconnected numbers while predicting at what point a human caller will be able to handle the next call.
DialShree is a software-based Dialer solutions that help companies to avoid the use of expensive telephony boards and other associated hardware, which have high maintenance costs. DialShree Dialer are very easy to use, and therefore it is used more in following areas like telemarketing, payment collection, service follow-ups, surveys and appointment confirmation.
Outbound Call Center Suite is a flexible tool that allows contact centers to manage optimal outbound campaigns. Algorithms allow for maximum customer contacts in a minimal amount of time, while targeting precise campaign sales and service objectives. Outbound callcenter suit is effectively used for outbound calling process like telemarketing, collection, survey etc. to achieve maximum productivity of Agents.
Inbound CallCenter Suit- Automatic Control the distribution of your inbound calls to available agents and reduce processing times for higher customer satisfaction and quick response time. It also provides personalized routing scripts that can be modify at any time.
It helps in Agent performance like first call resolution (FCR), average handle time (AHT) and time in queue.
- See more at: http://www.elisiontec.com/product/call-center-dialer/#sthash.CkYf89Jj.dpuf
This document discusses West Connect, a middleware platform by West Interactive that enables multichannel communication and customer engagement. It provides core services through APIs to help companies manage customer interactions across multiple channels. The platform is built on open source technologies like WSO2 and aims to address challenges around flexibility, standardization, and centralization for West Interactive's contact center clients. An example use case of how it leverages customer context data to drive intelligent engagement across channels is also described.
This document discusses how SIP (Session Initiation Protocol) can help enterprises simplify business communications while lowering costs. SIP allows endpoints to discover, locate, and establish communication sessions for VoIP, video, gaming, and other applications. The SIP Session Manager acts as a centralized registrar and location server. It authenticates users, stores location information, and helps routing sessions. This simplifies network architecture and promotes interoperability while reducing costs. The document also discusses how SIP can improve customer contact centers through intelligent routing, customized wait experiences, self-service options, and proactive outbound communications - helping lower costs and enhance customer experience.
CUtopia offers an audio response solution that provides members with around-the-clock access to account information from any touch-tone phone. This solution can significantly reduce call center volumes and free up staff resources by assisting members with basic requests. The fully-hosted solution eliminates on-premise equipment and provides a nationwide toll-free number with unlimited lines. Key features of CUtopia's audio response system include smart menus to save members time, marketing messages to promote products and services, and alerts to remind members of important dates.
This document discusses the benefits of using a predictive dialer for call centers. It summarizes that predictive dialers can increase agent efficiency by automatically dialing multiple calls at once, increasing the number of contacts made. This leads to higher agent productivity and morale. With more outbound calls, revenue increases as well. The document also provides an overview of the key features of DialShree's outbound and inbound call center software solutions, including automated dialing modes, real-time call monitoring, recording, and reporting.
Communications as a Service company provides fully managed voice and data services over a private cloud to mid-sized businesses. Their offerings include hosted phone systems, SIP trunking, call centers, disaster recovery, and conferencing delivered through a secure network. They differentiate through their Communications as a Service approach which provides on-demand scalability and eliminates upfront costs.
The document discusses the benefits of deploying a predictive dialer for call centers. It summarizes that predictive dialers can increase agent efficiency by 3x compared to manual dialing, which leads to higher productivity and profits. This helps with agent retention and morale. The document then provides details on the features of the Global Connection dialer, including seamless predictive dialing, dynamic call blending, real-time reporting, and 24/7 technical support.
Uniphore's mission is to enable enterprise mobility by connecting businesses to customers, employees, and partners through voice biometrics, multi-‐lingual speech
recognition and comprehensive mobile technologies.
This document provides an overview of the key applications and components of the Interactive Intelligence Customer Interaction Center (IC) 3.0 integrated application suite. It describes the rich feature set of the IC 3.0 including applications for PBX/IP PBX, voice mail, ACD, IVR, interaction recording, interaction dialing, workforce optimization, integrated reporting and more. It also summarizes enhancements to the IC client applications and the integration of the IC with Microsoft OCS. Finally, it provides brief descriptions of several infrastructure components that support the IC solution such as proxies, gateways and phones.
CCMG After Forever Conference Day 1, Solutions Stream 12:00 - Top 10 ways to maximize productivity with Multi Channel Communications. Intuate Group - Noble Systems
Similar to Acqueon AiQ Multi-Channel Contact Center (20)
2. Acqueon Technologies Inc
• Acqueon Technologies Inc specializes in developing
products and solutions for the Customer Interaction
Management (CIM) industry
• Acqueon products and solutions handle millions of
transactions every day at multiple sites and are
implemented across various verticals such as Banking,
Insurance, Retail, Telecom, Healthcare, and Education
among others, in over 17 countries
3. Contact Center Challenges
• Multiple vendors – Integration nightmare
– PBX, IVR, CTI, etc supplied by multiple vendors
• High Expenditure – High Maintenance costs
– Individual vendors make initial investments very high
– Maintenance or change costs are very high
• Independent Communication channels – Lack of Consistent
Customer Experience
– Even though Multichannel is a reality, lack of channel integration
causes different service treatment for the same customer across
channels
• Complex Business processes – Segmented Applications
– Complex CTI
– No consolidated reporting
– Multiple User interfaces
• Static agents even when home agents are a reality
5. Move away from a multi point
solution
Source: A Comparison of All-in-One versus Multi-Point
Contact Center Solutions – Dr. John Anton, Bruce Belfiore
6. To an “All-in-One Contact
Center” solution
Source: A Comparison of All-in-
One versus Multi-Point Contact
Center Solutions – Dr. John Anton,
Bruce Belfiore
7. Acqueon iQ – Components
Voice Quality
PBX / ACD IVR
Recording Monitoring
Blending Inbound
Voice
Predictive Inbound
Dialing Acqueon Chat, Mail,
SMS
iQ
Outbound Social
Mail, SMS Media
Outbound Web Last
Agent Call
Voice Based Customer
LAN Chat Guide
Apps Interaction
9. Features
• Support for most PBX platforms
– Supports SIP or TDM trunking
– Cisco, Avaya, MS Lync, eZuce, Asterisk and
other platforms supported
• ACD – UQE (Universal Queuing Engine)
– Routing across channels with a common set
of business Rules
– Graphical scripting for skill based routing
– Scalable and High Performance
10. Features
• Inbound Multi Channel Support
– Voice
– Chat (HTML based)
– Email (Rich Categorization Engine)
– SMS (Same interface as chat)
– Social Media (Facebook)
– Fax (Through Email Channel)
• Outbound Multi Channel Support
– Voice
– Email (Email Blaster)
– SMS (Support for GSM modem and SMS Gateway)
• Blended
– Inbound & Outbound Voice or Multi Media Channels
11. Features
• Last Customer Interaction
– Tracking customer transactions across channels
– Shows agent who attended the interaction
– Shows contact outcomes and description set
– Provides chat and email transcripts
• Call Guide
– Scripting tool to design agent Question & Answer
sessions
• Reporting & Administration
– Web based Administration
– Web based Supervisor Console
– Web based historical reports
– Reports Designer for custom reports
12. Features
• Outbound Voice – Support for multiple pacing modes
– Preview
– Power
– Progressive
– Predictive
• Outbound specific features
– Call analysis
• CRBT detection capable
– Call Strategy – Rescheduling Contact based on voice and
business outcomes
• List & Campaign Management
– Contact selection
• Custom Filters
– Time zone management
– Do-not-call list management
13. Features
• Support Agent to Agent / Supervisor Internal LAN Chat
• Supervisor controls like
– Barge In
– Email quality check
– Broadcast messages
• Callback Management
– Ability to set callbacks for callers waiting in Queue
– Ability to set Web Callbacks
• Rapid implementation framework
– Slashes implementation cost and enables agility
throughout life cycle
– Open Standard Interfaces for Third Party Integration –
Web Services
17. Softphone
• Provides typical telephony functionalities
– Make / Consultation Call
– Drop Call
– Hold / Retrieve Call
– Transfer / Conference Call
– Active and Passive Barge In for Supervisor
• Provides ready to use embedded 3rd party SIP softphone
• Supports external 3rd party or Freeware SIP softphone, SIP hard
phone or External PBX phone
• Providers Timer for each agent state for the agent to work
accordingly
• Provides display of current agent state as well facility to change
states - Supervisors can lock their state to not receive ACD Calls
• Selective Recording – Ability to start / stop voice recording
• Enter wrap up details while on the active call
21. Last Customer Interaction (LCI)
• Tracks all previous interactions of a customer across
channels and provides the same to the agent as LCI
• LCI is a standard feature of Agent Desktop
• Customer history can be searched by
– Customer ID
– Customer Name
– Phone Name
– Email ID
– Email Case ID
– Start Date & Stop Date
• LCI displays Customer Information, the agent who
serviced that request, date and time and the Wrap Up
code, Sub Wrap up code and Description set
• Email and Chat interactions can be expanded by the
agent to view the complete Email or Chat transcripts
23. Call Guide
• Call Guide is an agent question prompter where
question answer sessions can be designed
• Call Guide provides information for the agent to
effectively answer customer queries
• Depending on the answers to questions the next
set of questions pop up
• Agents can enter customer provided data for any
question and store it for reporting
28. Visual Script Builder (VSB)
• The Visual Scripting tool is used for multiple
purposes
– Inbound ACD logic scripting for
• Voice (Inbound & Outbound)
• Chat
• SMS
– Outbound dialing flow scripting
– Outbound SMS & Email scripts
• This offers end customers powerful control
over the routing flow based on backend
business parameters
35. Preview
• Preview mode is where the agent is presented with a contact
on request
– Screen pop is shown with customer details
– Agent can then confirm or Reject the contact
– On confirmation Call is established with the agent and customer
is called
– On successful PVD customer and agent calls are connected
• Agent can be selective and prepared before the call, which is
best suited for VIP customers, and other functionalities
Agent Agent Call agent
requests confirms and Make Call
Acqueon for contact Screen Pop contact to customer
iQ
Connect Agent & Wait for
DB Customer PVD
36. Power
• Power mode is where the system selects the contact
to be dialed based on defined strategies
– Call is established with the agent and screen pop is shown
with customer details
– Customer is called
– On successful PVD customer and agent calls are
connected
• One-to-one availability between customer and agent,
reduces nuisance calls
System selects Call Make Call
contact using Agent to
Acqueon defined strategies Screen Pop customer
iQ
Connect Agent & Wait for
DB Customer PVD
37. Predictive Manual (Ratio)
• Predictive Manual mode is where the system selects contacts and
makes calls to multiple customers depending on the ratio configured
– On any PVD the system waits for a free agent
– Free agent is called and screen pop is shown with customer details
– Customer and agent calls are connected
• If multiple customer calls are successful, it can result in nuisance
calls, as the calls having no agents available will wait in the queue
– On customer hang up or system drop, the abandon rate is calculated
– If the configured abandon level is crossed then the ratio goes back to 1:1
till the abandon rate drops backs to acceptable levels
System System selects Make call to Wait for
reads contact(s) using customer A PVD
defined ratio defined Wait for
to use strategies Make call to
Acqueon customer B PVD
iQ
Connect Call Agent Search
DB Agent & for Customer for Free
Customer Screen Pop A Agent
38. Predictive
• Predictive mode is where the system calculates the required ratio
– Uses parameters like connect rate, customer connect time, agent handle
time, etc to predict the current real time ratio
– Selects contacts and makes calls to multiple customers
– Predicts the number of success calls and on PVD the system calls free
agents with screen pop and connects customer call to agent
• While rare, it can result in nuisance calls, for multiple successful calls
having no agents available, these callers will wait in the queue
– On customer hang up or system drop, the abandon rate is calculated
– Predictive algorithm adjusts real time ratio to allow abandon rate to drop
backs to acceptable levels
Calculate Real System Make call to Wait for
Time Ratio - selects customer A PVD
Predictive contact(s)
using defined Make call to Wait for
Acqueon Algorithm strategies customer B PVD
iQ
Connect Call Predicted -
DB Agent & Agent for single
Customer Screen Pop Customer success call
39. Progressive IVR
• In Progressive IVR, the system calls the
customer from an IVR channel and on
successful positive voice detection, a IVR script
is executed
• Mostly used for collection campaigns or
advertising new products of a company
Wait for Execute IVR
Call customer script for the
PVD business
Acqueon
iQ
DB
40. Progressive SMS
• In Progressive SMS, the system sends an SMS
from a GSM Modem or http based SMS gateway
• Mostly used for reminder campaigns or
advertising new products of a company
Form SMS Send SMS to
message in SMS mobile # using
Acqueon script GSM modem
iQ
DB
41. Progressive Email
• The system sends an Email using SMTP
• From and Reply address can be configured as
well as Email Blast option is available where
same content Email will be blasted across to
multiple customers
Form Email Send Email To Customer
Message in Email Using SMTP
Script for Outbound Email ID
Acqueon
iQ
DB
42. Call Analysis
• CRBT detection capable
• Uses IP resources for efficient Call Progress Analysis (CPA)
– Abandoned
– Invalid
– Busy
– Fax
– Machine
– No answer
• Agents can select some standard outcomes like
– Wrong party
– Nuisance
– Rejected
– Do not call
– Call back
• Separate business outcomes can be configured and set by
agents on a campaign level
44. Call Strategy
• Offers powerful strategies for rescheduling of calls
• For any call outcome, following settings can be
done to
– Reschedule the call after specific days, hours or
minutes
– Set maximum number of retries for an outcome or a
mode for dialing a contact
– Adjust priority of a contact by increasing or
decreasing it
– Change the mode of dialing
• For example, dialing residence number after failing to reach
the customer on his mobile phone number
– Close a contact
– Switch across channels – Phone, Mobile, Email, SMS
45. Time Zone Management
• While uploading contacts, time zones can be specified for
each contact
• Internally the mode start and end times depending on the time
zone will be recalculated
• If no time zones are specified then local campaign time zone
is used
• Allows area code – time zone mapping, use area code of
numbers to determine the time zone
• Contacts with multiple numbers across different time zones is
also supported
46. DNC Management
• External DNC (Do Not Call) database filtering
can be done while uploading contacts
– An uploaded list can be re-filtered for new
changes to the external DNC list
• Internal DNC database can also be
maintained
• DNC list maintained can be global or can be
campaign specific
• DNC numbers are
also filtered real
time
47. Scripting
• Powerful scripting options are available which can
be configured using the Visual Script Builder
• Pre call script
– A pre call script is valid for all pacing modes and is
always executed before calling the customer
– A pre call script is used to run business logic to gather
details about a contact or to determine if a contact
can be dialed
• Post call script
– A post call script is executed always after a
successful PVD for a customer call
– A post call script is used to run IVR flows to automate
information gathered from a customer before being
transferred to an agent or dropped
48. Scripting
• SMS Script
– SMS scripts are used to form the SMS text to be sent
– Using a standard template, the script can interact with
the business application online to form the SMS
Script
• Email Script
– Email scripts are used to form the Email message to
be sent
– Using a standard template, or using html headers a
html based script can be created with pictures and
attachments; the script can interact with the business
application online to form the Email Script
50. Campaign Management
• Campaign Management involves the following
steps
– Define the campaign run-time
– Define the campaign pacing mode
– Define the Call Strategy to use and set Global Retries
– Define the Agent Group this campaign will use for
agent selection
– Define the Business Outcome Group
– Define the Channel group to use for out calling
• For Multi channel capabilities the Email and SMS
properties are defined
• For predictive pacing modes additional properties
like Abandon ratio, Call Sampling, etc are defined
51. Auto scheduling of campaigns
• Specify hours of operation
each day
• Specify different hours of
operation for specific days
• Specify days of the week it
should not run
• Specify Holidays across
years