Howto13r1:AgentOne® ContactCenter Suite - Sikom Software - 3rd Party Product
Product Name
Certification Status
This 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 Software GmbH | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Tullastrasse 4 | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| 69126 Heidelberg | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Germany | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Description
The Sikom AgentOne® ContactCenter platform is based on the following architectural concept: At its core lies the intelligent Routing Engine, which is the platform’s central component. The media gateways are connected to the Routing Engine. All customer inquiries are routed to the Routing Engine via these gateways. From phone calls and documents to chats and callback requests —everything is covered. The various routing strategies can be flexibly and intuitively configured and adjusted in the administration interface (a key advantage of our solution) and ensure that each request is handled quickly and effectively. The existing interfaces also enable connections to additional third-party systems. Another advantage lies in the solution’s high flexibility. Companies can run the AgentOne® software both on-premises and in private, public, or hybrid cloud scenarios. At the same time, the solution remains independent of the telephony infrastructure used and integrates seamlessly into existing IT landscapes. With this architecture, the Sikom AgentOne® platform is not only the ideal tool for external communication but also for internal service and help desk activities.
Competitive Analysis
A leading German provider whose omnichannel solution, Sikom AgentOne®, serves as a central control and orchestration system for all customer interactions, ensuring that the best-suited employee is assigned to handle any customer inquiry across multiple contact channels. This is made possible by the Routing Engine — one of Sikom’s key strengths. It analyses incoming customer inquiries and automatically forwards them to the best possible contact person based on freely definable rules, competencies, availability, or priorities. This reduces processing times, improves service levels, and ensures efficient use of resources. Another key strength of Sikom AgentOne® is its scalability, high availability, and geographic redundancy. This ensures smooth operations at all times. In short, Sikom views its solution as an “operating system for customer communication” that connects all communication channels, processes, and systems.
Functions
Short summary of the most important features:
- Various routing strategies available: Last Agent Routing, Business Value (Priority) Routing, Skill-based Routing, Peak Routing (expanding the service by including additional employees during periods of increased demand), Time-Based Routing
- Callback feature to reduce customer waiting times
- Reporting and analytics for a better overview to identify weaknesses and work more effectively
- Live monitoring for better load distribution
- Voice recording and coaching to ensure quality standards and compliance
- Redundancy to ensure operational continuity
- Outbound campaigns for the effective handling of customer calls
- Feedback bot for quality assurance purposes
- Interfaces for seamless integration of third-party providers
- Multiple inbound channels to expand customer contact options (voice, chat, messenger, etc.)
- Interfaces for easy integration of any bots and other AI solution
Version
Product versions used for interop testing:
- AgentOne ab 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 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||