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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

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.
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 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, MySQ

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.

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 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 Announcement 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. 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 customers 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

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.

Requirements: - English - Printers - Tech Support

Best Match Agent with skills set : English + Printers + Tech Support

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, telesurveys and collection campaigns CIS CB - Integrated Call Blending increase agents productivity and utilization rate CIS - Soft Wall Board

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

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.

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 Voice Response or phone number identification by the telcos, callers name and information can be retrieved automatically via computer telephony integration (CTI) to screen-pop a CRM application or Accordia Contact Management screen.

Minimum Servers Requirements Application & Database Server: Intel Xeon Quad Core, 8 GB RAM, 2x500GB HD, Supported OS: RHEL or CentOS Reporting Server: Intel Xeon Dual Core, 4GB RAM, 2 x 500GB 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 your Accordia Client Executive or Accordia Authorized Business Partner or email us at sales@accordiasolution.com 2010 Accordia Solution. All Rights Reserved

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