Howto:ACHAT - Authensis - 3rd Party Product

authensis Contact Center Suite

[1] authensis Contact Center Suite

The Authensis AG is a German software company specializing in solutions in the field of Customer Interaction Management (CIM). Their software solutions help companies make communication with their customers more efficient, whether it's through telephone, email, chat, or other channels. Special attention is given to smart solutions for top customer service. The Contact Center Suite (CC, ACD) is platform-neutral and can be used independently. In addition to the Multichannel Suite, there is also a stand-alone dialer for outbound purposes, such as CATI for market research companies, or for appointment scheduling. What sets Authensis apart is their focus on tailored solutions for each customer. Instead of a one-size-fits-all approach, they offer flexible software that meets the individual requirements and processes of different companies. As a result, they can deliver solutions that are precisely tailored to the needs of their customers, which is quite unique in the industry.

Certification Status

This product is listed due to a customer testimonial. No tests have been conducted by innovaphone.

Testing of this product has been finalized October 4th, 2017.

Category

Inbound-/Outbound Contact Center Applications, incl. Automated Call Distribution and IVR Outbound, Dialer, Contact Center Suite, ACD, Automatic Call Distribution, IVR, Interactive Voice Response, Voicebot, Chatbot, Omnichannel, Multichannel for more informations see: https://www.authensis.de/authensis-contact-center

Functions

• ACD (automatic omnichannel task distribution - calls, e-mails, voice-mails, faxes, web call-backs, web chats, tickets, sms, and other)
• IVR (announcement, caller pre-qualification, voice mail, audio selfservice, call recording)
• Dialer (predictive dialing, power dialing, preview dialing, and other)
• Campaign management (data import / export, scripts & first screens, agent allocation, creation & deletion, start & stop)
• CTI (computer telephony integration) - interfaces & connectors for a multitude of applications
• Statistics (standard & individual data, application on system / service / team / workplace / agent level, time periods from years to minutes, a multitude of export formats
• Agent Client (views on teams / queues / waiting tasks / client´s history / available services / alarms, phone handling, scripts & first screens)
• Supervisor Client (views on teams / queues / services, configuration of task flows, queue capacities, announcements & audio apps, agent assignments, execution of statistics, and much more)
• System Admin Client (configuration of teams / queues / services, workplaces, agents, states, codes, and other)

Version

• Authensis Version 13
• innovaphone devices: Version 13

==Vendor== authensis AG [2]

Description

The sophisticated ACHAT modules organize your workflow and support the management of service quality in your call center:

• Voice Route:The ACHAT Voice Route ACD distributes all incoming calls as fast as possible to the best suitable agent. VIP customers can be identified and treated accordingly. Skill Based Routing looks for particularly qualified agents.

• E-Mail Route: Incoming e-mails are distributed by the ACHAT E-Mail Route module just as fast and precise as incoming calls – as well as incoming faxes, SMS or voice mails.

• Voice Dial: The ACHAT Voice Dial dialer generates outgoing connections. It processes whole call campaigns automatically with predictive and power dialing algorithms and applies preview where appropriate. Fax devices, modems, busy or no-answer are filtered automatically.

• Web CallMe: With a click on your web site the ACHAT Web CallMe initiates an automatic call of an agent at the customer. So the agent can give e.g. on-line assistance or answer questions.

• Evaluate: For evaluation of your call center jobs, the ACHAT Evaluate module provides a huge number of different data, which could be freely assigned to statistics. The proprietary ACHAT storing technique yields an unbeatable flexibility to adapt to your specific needs.

• CTI: The ACHAT Connect CTI interface is the base for the outstanding connectivity of ACHAT to other applications such as CRM systems or branch-specific applications.

• Work and Control:: The clients ACHAT Work and ACHAT Control show to the agents respectively supervisors their operational environment in real time. This increases the process quality significantly, because the work flow status of individual agents or teams is clearly and permanently visible in detail. The supervisor has a variety of additional functions, e.g. setting alarm criteria, defining communication flows, de/activating agents, or produce statistics.

• Work clients for the agent´s workplace also run in web browsers, and the web apps are responsive when used on mobile devices such as tablets or smartphones.

ACHAT EXPRESS is the entry version, aiming at partner´s and enabling them to calculate and deploy autonomously. ACHAT ENTERPRISE is the full version, aiming at large enterprises requiring customized communication solutions for their specific business needs.

Competitive Analysis

• Independence from platforms and media types: ACHAT interfaces with the communication hardware through open standards (CSTA, SOAP, IMAP4, POP3, SMTP) and can be used in heterogeneous communication hardware environments as well. ACHAT can be integrated into switched telecommunications environments as well as into VoIP communication infrastructures. The communications transactions (tasks) using different media types are treated equally.

• High connectivity: A vast variety of connectors connect different leading WFM, IVR, CRM, ERP and other products to ACHAT. The open interfaces (java, text and others) yield the totally free integration to whatever backend application to support any computer enabled business processes (CEBP).

• Highest degree of investment protection: The extraordinary flexibility of the own German development and service team yields fast and individual customization e.g. to integrate ACHAT into any proprietary customer solution.

• High product stability, reliance and security is proved every day by many leaders of vertical markets relying on authensis ACHAT solutions. Data security for example is guaranteed by the highly proprietary storage format of statistical raw data. The option of redundant components could increase the up time even further.

• Unbeatable flexibility in statistics: The storage of each single event in the contact center provides an unbeatable flexibility in generating individual statistics and KPIs to evaluate, control and drive the companies´ communication.

• Highly scalable: authensis ACHAT is freely scalable. It could start with 10 agent seats and could grow up to 500 agent seats assigned to one switch. authensis ACHAT can be connected to networks of switches, too.

• Easy to service: ACHAT includes built in diagnostics, detailed tracing capabilities and self-repairing features. It provides the customer and / or the sales channel with on site alarms or remote notification of system failures if they should ever happen.

• Clear modularity: Customers can build a contact center infrastructure by starting with a simple, cost-effective module set, and can then add modules according to their needs, growing their system by the number, by the channel or by the functionality.

• Profound branch-specific technology know how of authensis: authensis already has more than 350 large installations in ten European countries and in the U.S. with large variety of projects of different sizes and complexity. The main vertical markets include banking and insurance companies, mail order houses, telemarketers, market research companies and the industry.

• authensis network of competence: authensis holds many partnerships with companies offering supplemental and specialized products in the contact center field. So, every customer gets his individual solution, which is highly optimized according to his business processes and his requirements.

Summary

This solution proved to meet the expectations in the following customer projects:

• Konzept & Marketing
• mhplus
• GROSSOUNION
• Röntgenpraxis am Marstall
• Entsorgung Dortmund

more references: https://www.authensis.de/referenzen

Pricing

The project price depends on

• the amount of concurrent active agent seats,
• the amount of concurrent active supervisor seats,
• the set of channels (calls, e-mails, voice-mails, faxes, web call-backs, web chats, tickets, sms, and other),
• the complexity of back end solutions to be integrated.

The project price is a fixed price, based on the requirement specification.

Ongoing service is provided (support as well as software insurance), in different classes.

Contact

Stephan Schopf
authensis AG
Landsberger Str. 408
81241 München
Tel:	+49 89 720157-60
Mail:	vertrieb@authensis.de
Internet:	www.authensis.de