ACHAT

Functions

Inbound-/Outbound Call Center Applications, incl. Automated Call Distribution and IVR Automatic call distribution, ACD, Call blending, Call control, Call merging, CallBack, CallCenter, Call-Center, Call center, Call center software, CallMe, Co-Browsing, Communication center, Computer telephonie integration, Computer telephony, Consulting, ContactCenter, Contact-Center, Contact center, CRM, CT, CTI, Customer relationship management, Dialer, Dialler, Dynamic Dialling, E-Mail management, E-mail dristribution, Fax management, Fax distribution, Manufacturer, Host based routing, Inbound, Integrationperformance, Internet, Communications software, Customer contact, Middleware, Multimedia, Multimedia distribution, News distribution, Outbound, PC-Dialer, Power dialer, Power dialling, Predictive dialer, Predictive dialling, PreView dialer, PreView dialling, Routing, Screen pop, Screen transfer, Service quality Management, Skill based, Softphone, Software, Language issue, Speech synthesis, Statistics, Supervisor, Team leader, Telecommunications, TC-Plant, UHD, User help desk, Voice over IP, VoIP, Web CallMe, Web chat, Web collaboration, Web integration

Description

authensis ACHAT is a freely scalable set of modules for building multimedia contact centers to boost customer contacts. Voice and web dialogue functionality, together with data integration (CTI, computer telephony

integration) is provided. Intelligent call distribution (ACD) and dialing functions for voice are available as well as call me, chat and collaboration functions for the web. E-Mail routing, and therefore fax-, sms- and other media routing complete these communication modules.

Call blending contact centers can be established by integrating the dialler module with the intelligent call distribution module.

Numerous statistics functions improve substantially workflow and efficiency in ACHAT call and contact centers. A vast variety of adapters connect different leading WFM, IVR, CRM and ERP products to ACHAT.

ACHAT can be integrated into classical, switched telecommunications environments using the CSTA or proprietary standards as well as in voice over IP communication infrastructures.

Advantages:

The ACHAT modules organize the workflow and support the management of service quality in the call and contact center.

Independence

Independence from platforms and media types: ACHAT interfaces with the communication hardware through open standards (CSTA, SOAP, IMAP4, POP3,

SMTP) and can be used in heterogeneous hardware environments as well. ACHAT can be integrated into switched telecommunications environments as well as into VoIP communication infrastructures. The communications transactions using different media types are treated equally.

High Connectivity

A vast variety of adapters connect different leading WFM, IVR, CRM, ERP and other products to ACHAT.

Highest degree of investment protection

The extraordinary flexibility of the own German development and service team yields fast and individual customization e.g. to integrate ACHAT into proprietary customer solutions.

Product stability and security

High product stability, reliance and security is proved every day by many leaders of vertical markets relying on authensis products and solutions.

Data security for example is guaranteed by the highly proprietary storage format of statistical raw data. The option of redundant components could increase the up time even further.

Unbeatable flexibility in statistics

The storage of each single event in the contact center yields an unbeatable flexibility in generating individual criteria to control and drive the companies´ communication.

High scalability

authensis ACHAT is freely scalable. It could start with 10 agent seats and could grow up to 500 agent seats assigned to one switch. ACHAT can be connected to networks of switches, too.

Ease of service

ACHAT includes built in diagnostics, detailed tracing capabilities and self-repairing features. It provides the customer and / or the sales channel with on site alarms or remote notification of system failures.

Clear modularity

Customers can build a contact center infrastructure by starting with a simple, cost-effective product, and can then add modules according to their needs.

authensis´ technology Know How

Profound branch-specific technology know how of authensis: authensis already has more than 100 large installations in ten European countries and in the U.S. with large variety of projects of different sizes and complexity. The main vertical markets include banking and insurance companies, mail order houses, telemarketers, market research companies and the industry.

authensis´ network of competence

authensis developed many partnerships with companies offering supplemental and specialized products in the contact center field. So, every customer gets his individual solution, which is highly optimized according to his business processes and his requirements.