ACR\Xima Chronicall Contact Center

 

Skills-Based Routing:

Xima Contact Center provides skills-based routing for the IP Office. You can easily create skills and assign certain agents in those skills. You can also rank each agent’s expertise on certain skills from 1 to 10, 1 being the lowest level of expertise and 10 being the highest. In addition, you also get to choose what pattern you want your incoming calls to ring in. Contact Center offers five different patterns that you can select.

Web Chat:

Web Chat is a chat box that appears on your website so your customers can chat with a real agent on the receiving end. Agents can customize their messages for greetings, endings, etc. They can also, send screenshots over the chat box to help answer the customer’s questions. Agents can also select from canned messages, which are pre-written responses the supervisor can set up. An agent can also transfer the customer to another agent to chat to if they would have more information than the initial agent can provide. When answering a customer’s question, agents also have the option to send clickable help links, as well as request to see a screenshot of the customer's web page to assist in answering.

Contact Center Agent Client:

Contact Center Agent Client (CCAC) is a software solution that provides desktop functionality for Skills-Based agents using Chronicall. CCAC provides agents their own personalized display and allows agents to log in and out of their channels, skills, and enable CC-DND from a single interface.

CCAC can be enabled as a WebRTC softphone or used in a desktop mode whereby the agents still use their desk phone for call activity and CCAC as their contact center tool.

  • WebRTC and Desktop Mode:
  • Personalized Display
  • Single Pane of Glass
  • Reason and Account Codes
  • Salesforce Integration
  • Screen Pop

Queue Callback

This aspect of Contact Center gives customers the option on the phone to stay in the line, reserve an agent, or leave their number and have you call back when they’re first in line. These options are also known as Queue Callback strategies. Depending on the Queue Callback strategy, the caller can cancel their place in line, snooze the agent, or accept the call.

Supervisor Experience

Chronicall provides supervisors the unique experience of accessing reports for their contact center, reporting for the office staff (call accounting), and recording of all agents within the same interface. There are over 60 standard reports for supervisors to select from, run on demand or have scheduled to run. The reports can be exported to five different formats including PDF, EXCEL, CSV, HTML, and JSON.

All call data that you can see on a report can also be seen live with Realtime Wallboards. This feature allows you to customize a visual display so that you can view your personalized call data in real time. This means you can view your agents' call statistics such as their accepted and missed call count, their average speed of answer, their total call summary and the agent's current state. You can also monitor your skills and queue in real time, receiving real time alerts.

Within the Supervisor View, supervisors can see and manage all skills and agents effectively and efficiently. Supervisors can easily customize the skill and agent metrics that matter to their team and the business, see the current states of their agents (i.e., if they’re logged in, on Do Not Disturb and the appropriate busy reason code, or on a contact center call), and manage their agents’ states such as taking an agent on or off of Do Not Disturb. Supervisors can also see which calls are in queue and assign them to agents who are ready.

Avaya Aura Contact Center

Avaya Aura Contact Center delivers capabilities that help enterprises and organizations improve customer satisfaction, increase revenues and profitability, enhance agent and supervisor productivity while reducing CAPEX (capital expenses) and OPEX (operational expense) costs. Avaya Aura Contact Center addresses the needs of many stakeholders including the line-of-business manager, contact center manager, IS/IT manager and agents.

Following are some of the key capabilities:

  • Unified agent desktop: Avaya Aura Agent Desktop allows agents to simultaneously handle multiple contacts of various media types
  • Unified agent desktop: The ability to offer flexible, at-home teleworking arrangements; allows contact center managers to hire the best agents, motivate them, improve performance and reduce agent turnover
  • Proactive interaction: Outbound dialing enables enterprises and organizations to utilize their agents for revenue generating activities
  • Out-of-the-Box Screen Pops: Avaya Aura Contact Center offers integration with many popular CRM solutions including Salesforce.com
  • Unified Reporting: On-board reporting with standard or customized, tabular and graphical, historical and real time displays with dynamic filtering provide easy-to-read information on Key Performance Indicators (KPIs), contact summaries and consolidated reports
  • Simplified administration: Common, web-based administration for contact center supervisors and managers reduces configuration complexity, eliminates duplication, and reduces errors while lowering implementation time and cost
  • Open standards based solution
  • Virtual contact center that scales
  • Enhanced security and authentication
  • Reliability
  • Virtualization
  • Social media integration

Vuesion Contact Center

Vuesion, with its single application architecture, provides skills based routing, call/screen recording, blended multichannel routing, database integration, outdial campaigns, auto dialer, IVR, presence, real time and historical analytics and reporting.

Contact Center Select
Highly scalable, robust contact center with skills-based routing, delay announcements with opt-out of queue. Web based software provides real time presence and wallboard for all agents and supervisors. Start with an Essentials package that includes a robust, skills-based, intelligent routing engine and flexible hold announcements, with position in queue, average hold time and opt-out options. Advanced options can be added "a la carte," including e-mail queuing, CRM integration, callback queuing, auto outdial campaigns and trunk side/SIP call recording.

Agent Productivity
Increase speed to resolution by integrating the customer’s database with Vuesion for smart routing and call coordinated screen pop. Agents with softphones can work from anywhere.

Customer Experience
While in a queue, callers are presented with an option to leave a callback number and exit the queue without losing their position in the queue. As soon as an agent becomes available, a callback is automatically initiated.

The Vuesion agent & supervisor user interface provides all productivity tools necessary to run an efficient call center. With the web-based software, agents and supervisors can work seamlessly from the office or remotely.

Vuesion Contact Center software runs on standard servers, standard operating systems and standard SIP protocols, and is scalable from five to 250 agents.