You can use the multichannel ACD as a virtual ACD from the private and public cloud, as an on-site system, as a hybrid system and as an IN platform.
ALWAYS WELL CONNECTED!
The virtual ACD of sogedes is secure, scalable, flexible and modern.
Designed as a multi-channel touchpoint management system, the virtual sogedes ACD connects your incoming customer contact requests with the right priority to the right agents, no matter which contact medium your customers use. Whether it’s calling, email, chat, social media feeds, IVR, fax, SMS or mobile interaction (APP), the ACD optimizes the processing time, waiting time and efficiency of your customer service and integrates your applications and back end systems in a simple manner.
The blending of all contact channels is a standard function which does not cause any additional costs and can also be used excellently with the integrated outbound dialing system also belonging to the solution. user-optimized operation and freely definable interfaces and processes extend the sogedes multichannel ACD to a workflow management system in customer contact.
You can use the virtual multichannel ACD from the private and public cloud, as a hybrid system and as an IN platform.
- The technology adapts to your existing service processes – and not vice versa
- Contact channels can be added quickly and easily.
The solution is easy to use and allows complexity and depth of detail at the same time. The open system infrastructure and the open and documented databases allow easy expansion and integration of the system into your environment.
Control is provided by central management and routing of all communication channels. You have the freedom of different usage models, such as On Premise, Public or Private Cloud Multi Channel Customer Interaction.
ADVANTAGES AT A GLANCE
- Individually adaptable to customer requirements and processes at any time
- Usage-based payment
- Technical support, maintenance, updates and upgrades
- Cross-location call center management
- Easy connection to partners and home offices
- Cross-channel customer interaction solution for the distribution and processing of calls, e-mails, faxes, SMS, mobile apps, processes and social media feeds from Facebook and Twitter
- Full multi-client capability. Control your partners from one solution without losing the overview.
- No cost traps with so-called “additional options”. Features such as call markup, callback options from the queue or Live Dashboard, Wallboard and Reporting Generator are standard and included.
- User interfaces in 10 languages
- ACD solutions for free queues
- Optimized call switching costs through central call distribution across all locations, countries and areas.
- Low requirements due to a modern VoIP based system architecture for in-house installation and cloud operation.
- Flexible telephony connection preferably via VoIP connection, but also ISDN
- Fast implementation: you can start in the cloud within a few days.
- Inbound ACD can be extended by all available channels at any time at the push of a button
- Unified Desktop with the sogedes application generator and process scripter
- Various interfaces to third party ERP and CRM systems
- Social media interaction and mobile app integration
- Stereo quality voice recording with quality management capabilities
- Multi-Site Contact Center Management and Client Control
- Media Blending for Inbound / Outbound / Email / Fax / SMS / Chat/ IVR /Mobile Apps
- Extensive, individually adaptable web user interface for data control, call qualification
- Voice and DTMF control in inbound and outbound with Interactive Voice Response.
- CTI: Efficient connection of the telecommunication technology with the customer database during a call or guideline scripter + workflow generator
- Web-based application generator for creating your own processes and control modules
- Excellent and flexible historical reporting
- Real-time reporting and control, call recording, silent monitoring, coaching
- Intelligent routing mechanisms with access to skill matrix, database values, customer value scoring and much more.
- Last Agent Routing, VIP Routing, Percentage Routing and many more scenarios
- Concierge function. Callers in a queue can hang up without losing their queue. The ACD automatically calls back by outbound call as soon as the wait position is reached.
- Email management with callback function. Incoming emails with a callback request are automatically handled by outbound call at the desired time.
- Voice mail routing and standard callback function as overflow scenario
- Internal call transfer, external transfer, warm and cold transfer of callers and many other flexible functions
- The technology adapts to your existing service processes – and not vice versa.
- Contact channels can be added quickly and easily
- The solution is easy to use and allows complexity and depth of detail at the same time.
- Control is provided by central management and routing of all communication channels
- You have the freedom of different usage models, such as On Premise, Public or Private Cloud