Exelysis Contact Center is a communications framework that handles advanced call center operations through intelligent queuing, predictive dialing, modular IVRs, and integration with third party software. It provides increased productivity and reduced costs through features like effective agent routing, call distribution based on tags, and a predictive dialing algorithm that achieves over 90% agent talk time. The system also offers extensibility through APIs and open integration.

1. Exelysis
The evolution of solution

2. Exelysis Contact Center
Exelysis Contact Center is a communications
framework handling advanced telecom operations
in complex implementations, including:
Call Centers
Inbound and
Outbound
Integrations with
3rd party
programs (CRM,
ERP, PMS etc.)
Unified
Communications
Cloud
Implementations
Cases with high
security needs

3. Clients benefitting from Exelysis

4. What you gain
• Intelligent queuing
• Effective predictive dialing
• Interoperability with other systems
Increased
productivity
• Modular IVR
• Advanced queuing system
• Most appropriate agent handles each call in the minimum
handling time
Reduced call
handling time
• Integration and interoperation with 3rd party software
• Each customer communication includes all necessary
information
• Each case can close in one call
Better overall
customer
satisfaction
• Low initial investment
• Annual support includes all system upgrades and new featuresReduced costs

5. Only by Exelysis
Advanced Automatic Call Distribution
• With Exelysis Contact Center, each call is
flagged according to its unique features
(area, purpose, language etc.) and is
distributed to the most appropriate agent.
Every call with its
own queue
• An agent group acts like a tag that marks
calls, specifying which agents can handle
a call and with what priority.
Agent Groups to
distribute calls
• All calls tagged with an agent group will
be added to a dynamic queue, which
works on a FIFO basis with respect to the
specified priority.
No static queues

6. Only by Exelysis
Automated Outbound Campaigns
90% Agent Talk Time – Predictive Algorithm
• Exelysis Contact Center’s Predictive Dialing
feature uses an innovative algorithm which
adapts itself to the quality of the outbound
campaign by utilizing statistical information
accumulated from the tasks already executed.
• The algorithm is self-optimized for agent time
utilization, but can be adjusted easily to
improve different aspects, like overflowed calls,
silent calls, etc.
• By default, the algorithm offers 75-85% agent
time utilization (talk time) and a percentage of
silent calls below 0.5% of the total calls dialed.
• With aggressive dialing, most of our
implementations usually work at over 90% agent
utilization time.
Other Automated
Dialing Types
• Preview Dialing
• Broadcast Dialing

7. Only by Exelysis
Modular IVR
Exelysis Modular IVR provides a
platform to effortlessly build rich
interactive IVR systems allowing
the user to manipulate call flow
without necessarily interacting
with the caller
The building blocks of the IVR are
modules that perform specific
functions and follow some simple
flow rules. There are:
•IVR modules
•Flow control modules
•Call control modules
•Database control modules
•Variable manipulation modules
Modular IVR provides access to
database, session variables, rich
interaction with PBX, voice
playback and recording, DTMF
recognition and visual
representation of design elements.
The structure of the IVR script
(IVR descriptor) is stored as XML,
and can be edited directly with a
text editor. Complementary, a
visual designer is provided, giving
an intuitive representation of the
comprising modules and basic
error checking.

8. Only by Exelysis
Extensibility and Openness - CTI
Exelysis Contact Center provides fully documented object oriented APIs
which allow to extend the system and interoperate with 3rd party software
(CRM, ERP etc.)
There are four different APIs provided:
Entity Management Client API that
provides the means to create and
manage the basic Exelysis Contact
Center entities (Agents, Agent Groups,
Retry Policies, Dialing Rules and Rule
Sets)
Task Management Client API which
exposes functionality through which
basic campaign management is
performed
Realtime Monitoring API that provides
the means to retrieve auto-updating
performance objects and utilize their
values as necessary
Agent Client API that provides the
means to control real-time agent
sessions. The API provides support for
simple agents and supervisors.
• All APIs are provided through .Net 4.0 assemblies
• Exelysis Contact Center provides a set of database tables that store all the logging
information, which can be queried to produce custom statistics reports

9. All features
Inbound Call Handling
Outbound Call Handling
Predictive Dialing
Advanced Queuing
Modular IVR Platform
Call Recording
Agent Management
Campaign Management
Advanced and analytical logging
Real-time and Historical Monitoring and Statistics
Handling of more than one IP PBXs individually or in a cluster
Multi tenant
TDM / GSM / SIP Trunking Support

10. Take a look – Agent Monitor

11. Take a look – Real-time Monitor Inbound

12. Take a look – Real-time Monitor Outbound

13. Take a look – Entity Management Agent

14. Take a look – Entity Management Group

15. Take a look – Agent Client

16. For more information
Contact Us
sales@exelysis.com
+44 203 3184827