Calls are always waiting within the queue until they are manually picked by an agent. This queueing ...
Contact Center Solutions
Handling customer calls as fast and professional as possible is one of the most important matters for successful companies. Therefore we created a highly scalable contact center solution
which is easily integrated within existing environments.
Besides offering a unique phone-based
contact center solution it is possible to extend all services to agent desktops
as well. With this approach you can build cost-effective
phone-based solutions for smaller branches or departments and can upscale to the desktop version at the headquarter or larger departments with one centrally administered contact center application.
Overview Contact Center
Contact center solutions are using an automatic call distribution system to handle incoming calls and forward them to an agent who handles the request. Typically this type of service is used to deliver product support
, handle information inquiries
from customers or to setup a help desk
Incoming calls to the main number (hunt group or pilot number) are automatically distributed to one of the agents
. There are different types of call distribution algorithms to get the proper agent handling a call. Some of these call distribution algorithms are:
- First available - Not busy
- Longest Idle
- Round Robin
- Always Queue
- Park Queue
Additionally it is possible for agents to use the availability service
to logoff temporarily from the hunt group with one button on the IP phone or agent desktop. In this case the call distribution algorithm automatically removes the agent from the distribution list and calls are not forwarded to this agent any more.
The contact center
service can be used completely phone-based and allows agents to see the status of the whole group in real-time on their IP phone. Supervisor phones, controlling the activity, can be integrated into the environment and can be used to monitor multiple groups at once.
Beside normal call handling services, agents are capable of:
- Availability Service for Agents
- Direct Call to other Agents
- Call Forwarding to other Agents
- Real-time status of other Agents
- Pick Calls from other Agents
Agent Desktop Software
Integration with computer desktops is possible with AND Desktop CC
, the computer telephony integration with the contact center service. Besides contact center agents there are supervisor services available as well to get statistical information about agents, calls and queues.
Extending the reach of your contact center to agent desktops offers more features and a comprehensive overview of incoming calls, multiple queues and simplified handling.
AND Contact Center
supports multiple queues where incoming calls are parked until an agent is available. Queues are easy to setup and offer a welcome announcement and music on hold. Besides call handling you can easily setup queues for parking phone calls or to transfer phone calls between agents.
Additionally to showing the queue information directly on the IP phone it is possible to integrate queues into the AND Desktop
client as well.
Reporting offers full access to all agent records. Besides basic reports offered directly in the web frontend it is possible to access the database directly and create highly customized reports with Crystal Reports