Howto:AgentOne® ContactCenter Suite - Sikom Software - 3rd Party Product

From innovaphone-wiki

Jump to: navigation, search


Contents

Product Name

AgentOne® ContactCenter Suite

Certification Status

Image:Referralprod.PNGThis product is listed due to a customer testimonial. No tests have been conducted by innovaphone.

Vendor test report and configuration hints were received July, 2021.

Category

Inbound-/Outbound Contact Center Applications, incl. Automated Call Distribution and IVR

Vendor

Image:Sikom_Logo_CMYK.png

Sikom Software GmbH
Tullastrasse 4
69126 Heidelberg
Germany

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 intelligent gateway, 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 intelligent media gateway, accepts the calls and provides a superb announcement management. AgentOne®, a high-end automatic contact distribution (CC) system, routes incoming calls, chats, mails and other objects 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.

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

Product versions used for interop testing:

  • AgentOne Release 6
  • innovaphone V13r1

Configuration

The solution has been tested by the vendor.


Testumfang (Details siehe Testprotokoll)
http://docs.agentone.de/Sikom-Testprotokoll_Innovaphone_V3


Sikom certification
http://docs.agentone.de/Sikom-Zertifikat_Innovaphone_RZ.pdf


configuration for innovaphone
http://docs.agentone.de/Sikom-Configuration_innovaphone_IP_PBX_for_AgentOne_Contact_Center.pdf


AgentOne Rel 6.x include voicemediagateway
innovaphone IP811, Version 13r1
using MS TAPI – interface and SIP-Trunk - interface

Pricing

The software licenses are based on concurrent users, amount of channels and extra extensions / modules.

Contact

Sikom Software GmbH
Tullastrasse 4
69126, Heidelberg
Tel: +49 6221 13788 0
Fax: +49 6221 13788 130
Mail: info@sikom.de
Personal tools