Howto:AgentOne® ContactCenter Suite - Sikom Software - 3rd Party Product
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FIXME: Note: Article - Name for SIP Providers 3rdparty product page should be Howto:Country-Provider-Productname-Year-SIP-provider. |
Product Name
AgentOne® ContactCenter Suite [1]
Certification Status
<internal> Zertifikatsvorlagen liegen unter \\inno-sifi\dfs\Techserv\Testlab Beim Abschluss des Tests (egal ob gut, schlecht oder abgebrochen) bitte Nachricht an ckl! </internal>
Category
Alert System and IoT Workflow Management
Functions
Short summary of the most important features:
- Connection to all established business telephone systems via ISDN, S0/S2M, VoIP SIP
- Direct connection telephony local loop without business telephone systems via BlueFire® gateway
- Call routing engine and scheduler, ACD (Active Caller Distribution)call park function
- Integration of e-Mail, chat, social net, web callback, WebRTC, SMS, fax, voice-mail, document routing, smart queue into callflows
- Integration of DMS (Document Management Systems) and CRM (Customer Relationship Management)
- Multitenancy
- Real-time statistics
- Reporting
- Redundancy
Version
1.2.3
Vendor
Sikom Software GmbH,
Bergstraße 96,
69121 Heidelberg,
Germany
http://www.sikom.de
Description
Multimedia enablement prevents lost calls AgentOne® ContactCenter intelligently links telephony- and Internet-based services. No matter if it is a call, an email, a fax message, chat communication or a document: All requests are treated with utmost attention. And if there is the need, you can even attach a document management system to feed incoming letters into the communication flow.
Flexible, sustainable and economical Due to its robust flexibility AgentOne® Contact Center offers an unrivaled cost-benefit ratio and solid investment security. The scalable solution grows in line with your business.
High-end modules: Getting quickly to the right person AgentOne® ContactCenter is based on a simple architecture concept: Sikom Interactive Voice Response (IVR) VoiceMan®, winner of several awards, accepts the calls and provides a superb announcement management, including IVR features. As the universal routing instance, AgentOne® then assigns incoming requests to the most suitable employee. AgentOne® ContactCenter offers a multitude of routing options. It can even handle the extension of each employee like a separate service, thereby reproducing existing processes and structures in an optimal way. Based on this architecture, AgentOne® ContactCenter is the perfect tool not only for external communication but also for internal service centers and help desks.
Independent of the telephone system No matter what kind of telephone system you employ, no matter if you use ISDN or Voice over IP, AgentOne® ContactCenter is fully compatible with all common telephone systems and can even set up hybrid networks.
Competitive Analysis
Sikom AgentOne® ContactCenter is based on a simple architecture concept: Sikom Interactive Voice Response (IVR) VoiceMan®, winner of several industry awards, accepts the calls and provides a superb announcement management. AgentOne®, a high-end automatic caller distribution (ACD) system, routes incoming calls to the most suitable employees. AgentOne® ContactCenter offers comprehensive routing options and can even treat the extension of each employee like a separate service, thereby reproducing existing processes and structures in an optimal way. With this architecture, AgentOne® ContactCenter is the ideal tool not only for external communication but also for internal service and help desks.
Summary
innovaphone Vendor Testreport
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This solution proved to meet the expectations in the following customer projects:
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This solution has been tested by the vendor.
[http::/www.vendor.com/testresultpage http::/www.vendor.com/testresultpage]
Howto:Hardcopy-of-Vendor-Testreport-and-Result
Pricing
The software licenses are based on concurrent users, amount of channels and extra extensions / modules.
Contact
| Stephan Schopf | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Sikom Software GmbH | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Bergstraße 96 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| 69121, Heidelberg | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Tel: | +49 6221 13788 0 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Fax: | +49 6221 13788 130 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Mail: | [2] | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||