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

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   - replace images below with your logo
   - replace images below with your logo
   -->
   -->
[[Image:company logo.png||200px|right]]
[[Image:Sikom_Logo_CMYK.png||200px|right]]
[[Image:product logo.png||200px|right]]
[[Image:AgentOne.png||200px|right]]
 
{{FIXME|reason=Note: Article - Name for SIP Providers 3rdparty product page should be Howto:Country-Provider-Productname-Year-SIP-provider.}}


==Product Name==
==Product Name==
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==Certification Status==
==Certification Status==
<!-- by inno
{{Template:Compat_Status_referral_product_new}}
  - uncomment one of the stati below
  - update date below
  -->
<!--{{Template:Compat Status "planned"}}-->
<!-- {{Template:Compat Status "in progress"}} -->
<!-- {{Template:Compat_Status_"referral_prod."|certificate=Tpl_sip.business_Toplink_SIP_Provider_-_product-cert.pdf}} -->
<!-- {{Template:Compat_Status_"engineered_prod."|certificate=Tpl_sip.business_Toplink_SIP_Provider_-_product-cert.pdf}} -->
<!-- {{Template:Compat_Status_"rec._prod."|certificate=Tpl_sip.business_Toplink_SIP_Provider_-_product-cert.pdf}} -->
<!--{{Template:Compat Status "tested"}} -->
<!-- {{Template:Compat Status "rejected"}} -->
<!-- {{Template:Compat_Status_"referral_prod."-no-certificate}} -->
 
<!-- Testing of this product has been finalized January 1st, 1970. -->


<internal>
Vendor test report and configuration hints were received July, 2021.
Zertifikatsvorlagen liegen unter \\inno-sifi\dfs\Techserv\Testlab
Beim Abschluss des Tests (egal ob gut, schlecht oder abgebrochen) <strong>bitte Nachricht an ckl</strong>!
</internal>


==Category==
==Category==
<!-- by inno:
{{Category:3rdParty Contact Center Applications}}
  - select one or more of the available recommended product categories
[[Category:Referral Product|{{PAGENAME}}]]
    a list of valid Categories can be found in
[[Category:3rdParty Contact Center Applications|{{PAGENAME}}]]
    Special Pages / Prefix Index / Display pages with prefix = RecProd, Display pages with prefix = Category
    (you need to apply it twice, first as template {{..}}, seconds as category [[..]])
  -->
 
{{Category:RecProd Select proper Category here}}
[[Category:RecProd|{{PAGENAME}}]]
[[Category:RecProd Select proper Category here|{{PAGENAME}}]]
 
==Functions==
<!-- by vendor:
  - place here a short and concise list of features that are supported by your product
  -->
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==
<!-- by inno:
  - version of software that was tested, as declared by the vendor or reseller(in case of customer testimonial), please not if patches have been applied
  -->
1.2.3


==Vendor==
==Vendor==
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| colspan=99 | Sikom Software GmbH
| colspan=99 | Sikom Software GmbH
|-
|-
| colspan=99 | Bergstraße 96
| colspan=99 | Tullastrasse 4
|-
|-
| colspan=99 | 69121 Heidelberg
| colspan=99 | 69126 Heidelberg
|-
|-
| colspan=99 | Germany
| colspan=99 | Germany
Line 109: Line 63:


High-end modules: Getting quickly to the right person
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.
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
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.  
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==
==Competitive Analysis==
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   - add short competitive analysis.  Maximum 250 words.  This text should enable the innovaphone reseller to select  
   - add short competitive analysis.  Maximum 250 words.  This text should enable the innovaphone reseller to select  
     your product for scenarios where it is especially useful
     your product for scenarios where it is especially useful
   -->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.
   -->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.


==Summary==
==Functions==
<!-- by inno:
<!-- by vendor:
   - add remarks regarding the product, such as special features, firmware versions or licenses required on the inno side,
   - place here a short and concise list of features that are supported by your product  
    parts of the product that has not been tested or limitations discovered.  very short and concise (everything else is in
    the test report)
  - add link to product test report here
   -->
   -->
[[Howto:Vendor SIP Compatibility Test|innovaphone Vendor Testreport]]
Short summary of the most important features:
<br>- or -<br>
*Connection to all established business telephone systems via ISDN, S0/S2M, VoIP SIP
<!-- by inno:
*Direct connection telephony local loop without business telephone systems via BlueFire® gateway
  as an alternative, if the product is known to be working due to a successful customer project
*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
This solution proved to meet the expectations in the following customer projects:
*Integration of DMS (Document Management Systems) and CRM (Customer Relationship Management)
* [http://www.partner-or-innovaphone.com/customer-success-story www.partner-or-innovaphone.com/customer-success-story]
*Multitenancy
* [[Howto:Customer-Testreport-and-Result]]
*Real-time statistics
<br>- or -<br>
*Reporting
<!-- by inno:
*Redundancy
  as an alternative, if the product has been tested by the vendor
 
  -->
==Version==
This solution has been tested by the vendor.   
<!-- Mandatory topic. -->
[http::/www.vendor.com/testresultpage http::/www.vendor.com/testresultpage]
<!-- Give used versions for testing of both innovaphone and 3rd-pty product -->
<!-- If not present or outdated innovaphone FW is used, no certificate will be given at all -->
 
Product versions used for interop testing:
<!-- replace 3rd-Pty-Product by real name -->
* AgentOne Release 6
<!-- adjust used innovaphone FW, if applied add further applications (e.g. TAPI & Versions) -->
* innovaphone V13r1
 
==Configuration==
<!-- Mandatory topic. -->
<!-- Describe configuration steps to be done for both innovaphone and 3rd-pty product -->
<!-- If not present, no certificate will be given at all -->
<!-- you may either list the config steps by adding text & pictures, or provide the URL to a PDF-formatted config document. Ideally the document is hosted by the 3rd-party-supplier itself -->
<!-- in any case you must be aware of the fact that any questions concerning configuration issues will be directly forwarded by innovaphone to you as manufacturer -->
 
The solution has been tested by the vendor.   
 
<br>
Testumfang (Details siehe Testprotokoll)
<br>
http://docs.agentone.de/Sikom-Testprotokoll_Innovaphone_V3
 
<br>
Sikom certification
<br>
http://docs.agentone.de/Sikom-Zertifikat_Innovaphone_RZ.pdf
<br>
 
<br>
configuration for innovaphone
<br>
http://docs.agentone.de/Sikom-Configuration_innovaphone_IP_PBX_for_AgentOne_Contact_Center.pdf
<br>
 
<br>
AgentOne Rel 6.x include voicemediagateway
<br>
innovaphone IP811, Version 13r1
<br>
<br>
[[Howto:Hardcopy-of-Vendor-Testreport-and-Result]]
using MS TAPI – interface and SIP-Trunk - interface


==Pricing==
==Pricing==
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   - describe ballpark pricing, e.g. "500€ per seat" or "starting at 25.000€ depending on the number of trunk lines"   
   - describe ballpark pricing, e.g. "500€ per seat" or "starting at 25.000€ depending on the number of trunk lines"   
   -->The software licenses are based on concurrent users, amount of channels and extra extensions / modules.
   -->The software licenses are based on concurrent users, amount of channels and extra extensions / modules.


==Contact==
==Contact==
Line 161: Line 148:


{|
{|
| colspan=99 |  Stephan Schopf
|-
|-
| colspan=99 | Sikom Software GmbH  
| colspan=99 | Sikom Software GmbH  
|-
|-
| colspan=99 | Bergstraße 96
| colspan=99 | Tullastrasse 4
|-
|-
| colspan=99 | 69121, Heidelberg
| colspan=99 | 69126, Heidelberg
|-
|-
| Tel: || +49 6221 13788 0
| Tel: || +49 6221 13788 0
Line 173: Line 159:
| Fax: || +49 6221 13788 130
| Fax: || +49 6221 13788 130
|-
|-
| Mail: || [mailto:vertrieb@sikom.de]
| Mail: || [mailto:info@sikom.de info@sikom.de]
|}
|}
[[Category:Compat|{{PAGENAME}}]]

Latest revision as of 11:57, 15 July 2021


Sikom Logo CMYK.png
AgentOne.png

Product Name

AgentOne® ContactCenter Suite

Certification Status

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

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
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