Howto:CAESAR Unified Communication - CASERISGmbH - 3rd Party Product

Product Name

• CAESAR Contact Center (Multichannel ACD)

Certification Status

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

Category

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

Vendor

The CASERIS GmbH is the manufacturer and provider of the unified communication and contact center solution CAESAR. Based on a broad product range, we develope future-proofed concepts for efficient and transparent communication processes. The modular, scalable contact center solution provides powerful statistics and can be extended by an attendant and a mobile client.

Description

We connect people and help to experience the best possible communication.

Our portfolio can be separated into three groups: Computer Telephony Integration & Softphone, Unified Messaging and Contact Center. All together, these software tools form an efficient platform to support and optimize the company's internal and external communication processes. The idea is to improve the existing communication infrastructure as well as connecting it to the daily business processes. The objective is to simplify and unify business communication.

CAESAR Contact Center: The CAESAR multimedia contact center is the heart of an efficient customer service structure. No matter what communication channel a customer chooses: phone calls, e-mails, faxes, SMS and letters are sent to the appropriate person in accordance with clearly defined routing rules. The supervisor has always all operations including processing status and statistics at a glance.

CAESAR CTI & timio Softphone CAESAR CTI is a webbased software that connects telephone and PC and helps to improve the interaction of communication and daily business processes. Callers are identified with the incoming call, all relevant customer information saved in the CRM-system are supplied at the start of the call while the call journals provide an overview of all calls made. Phonecalls can be initiated out of almost every software application with just one click. User presence information are provided. Softphone functionality based on WebRTC Technology ist directly included.

CAESAR UMS: By use of CAESAR unified messaging your complete communication is seamlessly integrated into your familiar groupware: Send and receive faxes, text messages, e-mails and voice messages in your mail program and create efficiency by avoiding media breaks. CAESAR supports leading email systems with its connector technology.

Functions

CAESAR Contact Center - the most important features:

• multimedia routing: phone calls, e-mails, sms, fax, textchat, video- and audio chat via WebRTC
• ACD
• professional request management
• inbound
• outbound
• automatic speech recognition
• recording
• high usability
• attendant solution
• reports and statistics
• Microsoft Teams contact center integration
• timio - browserbased client solution (zero installation) timio360 with softphone and contact center functionality
• timo360 cloud solution

CAESAR Telephpony

• inbound caller identification
• journaling in- and outbound calls
• connected to CRM database and adressbooks
• Softphone included
• webbased solution

CAESAR Unified Messaging

• sending and receiving telefaxes
• personal voicemail
• sending and receiving short messages

Product Version

• CAESAR 2024
• CAESAR 2023
• CAESAR 2021

Innovaphone Version

• innovaphone IP PBX
• Version 14r2
• Version 14r1
• Version 13r3
• Version 13r2
• Version 13r1
• Version 12r2
• Version 11r2

Configuration

• CAESAR Contact Center will be connected via SIP Trunk
• CAESAR Softphone registers as SIP Device
• CAESAR CTI uses Innovaphone TAPI
• CAESAR UMS is connected via XCAPI to a SIP Trunc

Vendor

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

CAESAR Contact Center

Description

With CAESAR Contact Center, your customers always reach a suitable contact, no matter which communication channel they use. Thanks to intelligent routing procedures, the connection of customer databases and call routing documents, customer requirements can be quickly captured and fulfilled.

Your results: Top availability, satisfied customers and high transparency in communication.

The CASERIS contact center solution can be deeply integrated in the groupware sourrounding (Microsoft exchange, IBM Notes, Novell GroupWise). It is a one-stop-solution Contact Center, including functions like routing functionality, statistics, userclient, supervisor-backend, attendand-client, mobile-client, deployment planning, office-manager, campagne planning and many others.

Summary

More than 3,800 customers rely on our products. It is used in branches like:

• public administration
• insurance
• service / consulting
• finance
• health and social service
• industry
• trade

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

• CAESAR Contact Center references

It was implemented by CASERIS GmbH.

• Prices on application - please contact Sales, vertrieb@caseris.de, +49 2402 7654 321, for further information.

Contact

Vertrieb
CASERIS GmbH
Tel:	+49 (0) 2402 7654 321
Mail:	vertrieb@caseris.de