Howto:CAESAR Contact Center at an innovaphone Cloud PBX - CASERIS GmbH - 3rd Party Product
Product Name
CAESAR Multichannel Contact Center
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 March, 2025.
Category
Inbound-/Outbound Contact Center Applications, incl. Automated Call Distribution and IVR
Vendor
CASERIS GmbH – Software Made in Germany for Efficient Customer Communication
CASERIS GmbH specializes in customer dialogue software and develops innovative solutions for enterprise contact centers, unified communication, and collaboration. As a manufacturer of high-quality ICT solutions, CASERIS stands for future-proof technology and efficient, transparent communication processes. With software Made in Germany, expert consulting, and comprehensive services, CASERIS successfully supports large enterprises and medium-sized businesses.
Description
CAESAR Contact Center – The Flexible Solution for innovaphone Cloud PBX & TIMIO.360
Overview
The CAESAR Contact Center is a powerful, modular contact center solution that seamlessly integrates with the innovaphone Cloud PBX. It enables efficient customer communication across multiple channels, including phone, email, chat, and video, supporting scalable, multi-site, and high-availability contact center environments.
A key highlight is the ability to deploy the system as TIMIO.360 Multichannel Cloud Contact Center – a fully hosted cloud solution that offers maximum flexibility for businesses looking for a scalable, cloud-based customer service platform.
Key Benefits at a glance:
- Seamless integration with innovaphone Cloud PBX via SIP, WebRTC & TAPI
- TIMIO.360 Multichannel Cloud Contact Center – fully hosted & cloud-based
- Omnichannel customer interactions (Phone, Email, Chat, Video)
- Intelligent call routing & IVR for optimized accessibility
- Parallel operation across multiple innovaphone PBX systems
- Full CTI integration for innovaphone phones & softphones
- Real-time monitoring & analytics for improved performance
- Secure communication with TLS encryption
Functions
Core Features at a Glance
- Omnichannel support – Phone, Email, Web-Chat, Video
- Skill-based routing – Distribution based on expertise, Last-Agent, VIP
- Automated Call Distribution (ACD) – Efficient handling of inbound calls
- Outbound Campaigns – Targeted customer outreach & callback management
- Real-time monitoring & reporting – Dashboards & performance analytics
- TIMIO Softphones & WebRTC – Flexible use for remote agents
- Home-office & remote work support – Secure access for distributed teams
- Parallel operation with multiple innovaphone PBX instances
TIMIO.360 Multichannel Cloud Contact Center
With TIMIO.360, the MultCaaS becomes a fully hosted solution for businesses looking for a cloud-based, highly scalable contact center platform.
- Fully multi-tenant architecture
- Scalable & flexible for growing businesses
- Easy integration into existing IT systems
- Perfect for distributed teams & home-office agents
TIMIO.360 | Web-Admin – Intuitive and Remote-Accessible
The intuitive TIMIO.360 | Admin interface for tenants can be easily launched in a browser, allowing administrators and team leaders to act quickly and flexibly from anywhere.
In TIMIO.360 | Web-Admin, all essential contact center settings at the tenant level are managed. Users can:
- Create groups and users
- Assign agent skills
- Set business hours
- Manage voice recordings
- Define workflows
The modular Pay-per-Use licensing model provides full cost transparency at all times.
Version
Product versions used for interop testing:
- CAESAR Contact Center Version 17.02
- CAESAR Call Gateway Version 17.02
- CAESAR CTIServer Version 17.02
- CAESAR WebRTC Sip Gateway Version 17.02
- TIMIO. by CAESAR Version 17.02
- innovaphone Cloud PBX 14r1 sr3 IPVA[14.1.0509]
- innovaphone TSP Version 8.0 [hotfix23], 8197
Configuration
This document describes the settings required to operate the CAESAR Contact Center on an innovaphone Cloud PBX system. Media:CAESARContactCenter-innovaphoneCloudPBX-20250311.pdf
Summary
The CAESAR Contact Center is a powerful, flexible, and secure solution for businesses with high customer interaction volumes. With direct integration into innovaphone Cloud PBX and the TIMIO.360 cloud operation, it offers maximum scalability – whether on-premises, hybrid, or fully in the cloud.
Contact
| CASERIS GmbH |
| Am Birkenfeld 1-3 |
| 52222 Stolberg |
| Germany |
| Tel: +49 (0) 2402 7654 321 |
| Fax: +49 (0) 2402 7654 456 |
| Mail: info@caseris.de |
| Web: www.caseris.de |