Exelysis Contact Center
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Transcript of Exelysis Contact Center
Exelysis
The evolution of solution
Exelysis Contact Center
Exelysis Contact Center is a communications framework handling advanced telecom operations
in complex implementations, including:
Call Centers Inbound and Outbound
Integrations with 3rd party
programs (CRM, ERP, PMS etc.)
Unified Communications
Cloud Implementations
Cases with high security needs
Clients benefitting from Exelysis
What you gain
• Intelligent queuing
• Effective predictive dialing
• Interoperability with other systems
Increased productivity
• Modular IVR
• Advanced queuing system
• Most appropriate agent handles each call in the minimum handling time
Reduced call handling time
• Integration and interoperation with 3rd party software
• Each customer communication includes all necessary information
• Each case can close in one call
Better overall customer
satisfaction
• Low initial investment
• Annual support includes all system upgrades and new featuresReduced costs
Only by Exelysis
Advanced Automatic Call Distribution
• With Exelysis Contact Center, each call is flagged according to its unique features (area, purpose, language etc.) and is distributed to the most appropriate agent.
Every call with its own queue
• An agent group acts like a tag that marks calls, specifying which agents can handle a call and with what priority.
Agent Groups to distribute calls
• All calls tagged with an agent group will be added to a dynamic queue, which works on a FIFO basis with respect to the specified priority.
No static queues
Only by Exelysis
Automated Outbound Campaigns
90% Agent Talk Time – Predictive Algorithm
• Exelysis Contact Center’s Predictive Dialing feature uses an innovative algorithm which adapts itself to the quality of the outbound campaign by utilizing statistical information accumulated from the tasks already executed.
• The algorithm is self-optimized for agent time utilization, but can be adjusted easily to improve different aspects, like overflowed calls, silent calls, etc.
• By default, the algorithm offers 75-85% agent time utilization (talk time) and a percentage of silent calls below 0.5% of the total calls dialed.
• With aggressive dialing, most of our implementations usually work at over 90% agent utilization time.
Other Automated Dialing Types
• Preview Dialing
• Broadcast Dialing
Only by Exelysis
Modular IVR
Exelysis Modular IVR provides a platform to effortlessly build rich interactive IVR systems allowing the user to manipulate call flow without necessarily interacting
with the caller
The building blocks of the IVR are modules that perform specific functions and follow some simple flow rules. There are:
• IVR modules
•Flow control modules
•Call control modules
•Database control modules
•Variable manipulation modules
Modular IVR provides access to database, session variables, rich
interaction with PBX, voice playback and recording, DTMF
recognition and visual representation of design elements.
The structure of the IVR script (IVR descriptor) is stored as XML, and can be edited directly with a
text editor. Complementary, a visual designer is provided, giving an intuitive representation of the
comprising modules and basic error checking.
Only by Exelysis
Extensibility and Openness - CTI
Exelysis Contact Center provides fully documented object oriented APIs which allow to extend the system and interoperate with 3rd party software (CRM, ERP etc.)
There are four different APIs provided:
Entity Management Client API that provides the means to create and manage the basic Exelysis Contact
Center entities (Agents, Agent Groups, Retry Policies, Dialing Rules and Rule
Sets)
Task Management Client API whichexposes functionality through which
basic campaign management is performed
Realtime Monitoring API that provides the means to retrieve auto-updating performance objects and utilize their
values as necessary
Agent Client API that provides the means to control real-time agent
sessions. The API provides support for simple agents and supervisors.
• All APIs are provided through .Net 4.0 assemblies
• Exelysis Contact Center provides a set of database tables that store all the logging information, which can be queried to produce custom statistics reports
All featuresInbound Call Handling
Outbound Call Handling
Predictive Dialing
Advanced Queuing
Modular IVR Platform
Call Recording
Agent Management
Campaign Management
Advanced and analytical logging
Real-time and Historical Monitoring and Statistics
Handling of more than one IP PBXs individually or in a cluster
Multi tenant
TDM / GSM / SIP Trunking Support
Take a look – Agent Monitor
Take a look – Real-time Monitor Inbound
Take a look – Real-time Monitor Outbound
Take a look – Entity Management Agent
Take a look – Entity Management Group
Take a look – Agent Client