Contact Center
The Aeonix Contact Center lets organizations offer their customers comprehensive multimedia capabilities that enhance contact choices, while ensuring fully managed, auditable customer communications sessions. The Solution integrates with business application databases, so contact center agents can view relevant information (with real time screen pops), including recent business history. Aeonix Contact Center software supports outbound dialing campaigns allowing simultaneous call handling, and call initiation by agents. It delivers immediate ROI by allowing contact center managers to measure, track, and optimize agent time and contact center use.
Key Benefits
- All in one solution - Aeonix Contact Center provides a one server solution for UC&C and Contact Center applications and feature sets. Single server deployment with intuitive and central management capabilities reduces time, footprint, and resources required to manage the system.
- Easy to operate and easy to maintain - The Aeonix Contact Center applications were developed with the end user in mind. No IT specialist is required to make changes or to generate reports; the ACC can be managed with ease by the contact center supervisor.
- Up scaling requires license changes only - Simple upgrade process allows customers to upscale quickly, Simple licensing changes allow customers to add more agents or applications on their system seamlessly and intuitively. No additional hardware is required.
- Total Cost of Ownership - Customers are looking for solutions that can provide “more for less”, something that the Aeonix Contact Center is especially well-positioned to do. With minimum hardware required, simple implementation and maintenance processes, customers will experience the lowest possible total cost of ownership.
Aeonix Contact Center Reports
Real-time reports can be saved as public documents which are available to any supervisor, or as private documents which are available only to the supervisor who created the report.
Historical reports, allowing strategic analysis of the business, can be customized to provide records relating to almost any activity or functionality of the contact center or
agent. An extensive set of available templates can be sorted by different fields and an intuitive report editor enables graphical or tabular reports. Reports can be scheduled to print automatically. They are easily exportable into other business management application tools.
Sample reports include:
- Abandoned call reports with caller ID information
- Email messaging reports
- Agent activity logs
- Group performance reports
- Wrap-up reports
- Agent performance reports
