Are you familiar with anyContact innoACD from SNcom? The call/contact center solution for intelligent call management!
A customer is calling because the system is down, and ends up with the right point of contact straight away. No call transfer, no waiting queue, thanks to anyContact innoACD: A call center & contact center solution that redirects incoming calls based on the skills, availability and workload of your agents.
Unlike traditional waiting queue solutions, skill-based routing ensures that every call goes directly to the person with the right expertise. This enables faster problem solving, more efficient processes, and happier customers.
Key Benefits of anyContact innoACD:
Skill-based routing instead of random or collective phone ringing. The app transfers calls based on defined skills of the agents. These skills or areas of expertise may include "IT support", "product A", "key account sales", etc.
"RONA" prevents lost calls: If an agent is in a meeting or unavailable, the call remains in the queue and is then redistributed (not ready / RONA).
No additional infrastructure required: The solution runs as an app on the innovaphone App Platform – without an external server or cloud.
Real-time overview for team leaders and employees: With special apps for agents and admins, you can keep track of queues, availability, and call statistics.
Licensing based on the number of concurrent agents (concurrent model): You only pay for the number of agents who are actively participating—ideal for changing teams or shift work.
anyContact innoACD for Businesses:
Increased availability & quality: Calls are routed to the right agent—directly, without any detours and without causing disappointment.
Better utilization: Workloads are distributed fairly, and agents with specialized skills are deployed in a targeted manner.
Fewer lost calls: Thanks to "RONA", no call is left hanging.
Fast implementation: Minimal effort – the app can be up and running at short notice.
Cost control: No major infrastructure setup – clear licensing structure.
anyContact innoACD is the ideal tool for:
Support teams with differing qualifications (IT, sales, post-sales)
Businesses with changing agents, part-time, shift work
Companies working with the innovaphone platform, requiring a high-performance ACD / contact center solution without complex additional servers
New in the innovaphone App Store: Users Plus by MediaRunway
In many companies, employee information is scattered across different systems: Qualifications here, Contact information there, project responsibilities somewhere entirely different. The Users Plus App by MediaRunway finally makes and end to chaos and reveals talents.
Sample scenario: You have an important new project and need a seasoned IT specialist, preferably someone who has already worked with the same customer? Users Plus will help you find the suitable specialist in no time.
Key Features of Users Plus:
Convenient overview of all employees: Information on professional skills, project responsibilities, target goals, certifications, awards, contact details and more – all information is stored in one single location.
Intelligent search: Full-text search across all fields, from skills to team structures.
Team mapping: Relationships and organizational structures are displayed visually.
Data protection included: Sensitive areas can be protected individually.
Internationally applicable: Multilingualism and time zone support included.
Users Plus for Businesses
Quickly fill project positions: Find the right professionals for current tasks.
Greater visibility: Employee profiles are dynamic and transparent.
Networking opportunities: Teams can check project status and responsibilities, with the respective skill set and interests.
Enhanced HR workflow: Personnel managers, HR and team leaders have access to the same information.
Positive corporate culture: Knowledge and potential are openly shared.
Users Plus for Professionals:
HR teams can centrally manage employee profiles and talents.
Team and project managers can quickly find skilled professionals for new tasks.
Employees showcase their skills, goals and interests, with the option to network more effectively.
Organizations strengthen transparency and collaboration while ensuring data protection.
Conclusion:
With Users Plus, employees are not only found – they are truly seen. The app promotes transparency, networking opportunities and talent – centralized and compliant with data protection regulations.
NEW in the innovaphone App Store: Holidays by MediaRunway
Every year anew, public holidays need to be entered manually into the time switches for announcements and open business hours to be correct. This quickly turns into a time-consuming task, especially if businesses have several sites.
Holidays by MediaRunway takes care of this task. The app automatically imports public holidays - and optionally school holidays - into existing time switches of the innovaphone PBX. Data can be imported manually for each year, or fully automatically.
Benefits for your business:
Saves time: No manual adjustment for time switches
Prevents errors: Unified and up-to-date time switches for all business sites
Flexibility: Public holidays and school holidays can be configured manually - also for different countries
Connector for M365 – Seamless Integration of Microsoft 365 and innovaphone PBX
The Connector for M365 makes your business communication even smarter. The app connects Microsoft Teams with innovaphone myApps, ensuring automatic synchronization of presence and call status. All participants remain available at all times – without annoying double ringing, and without losing information.
Why is this Connector Essential?
If you use Microsoft 365 with Exchange online, you should keep in mind October 2026. On October 1st, 2026, Microsoft will discontinue the EWS protocol used to date. This means following: The Calendar App will no longer work for the calendar presence synchronization between Microsoft 365 and innovaphone myApps. The Connector for M365 provides a solution because it is based on the modern Microsoft Graph API. It and makes calendar integration and presence synchronization future-proof.
Please note: For users of Exchange on premises, the Calendar App remains the appropriate solution for synchronizing calendar presence.
Your Advantages with the Connector for M365:
Synchronized presence status: Whether you are in a Teams meeting or in a myApps call – both systems know when you are busy
Seamless call management: Call forwarding and rules apply automatically, external callers are not left without response
Line state synchronization: The phone status is also synchronized between both platforms
Future-proof thanks to Graph API: Calendar integration and presence sync remain fully functional after October 2026
More convenience (from version 16r1): Contact search and phone number resolution directly in the connector (applies to apps, does not apply to IP phones and the innovaphone PBX)
Practical Example:
An employee is participating in a Teams call. A customer is trying to call the respective innovaphone extension of this employee at the same time. Without the connector, the telephone will keep ringing and ringing, the customer may even end up in the waiting queue. With the Connector for M365, the system will automatically recognize that the extension is “busy”. The call will be forwarded in accordance with the predefined rules – the customer will receive the service, and the employee can participate in the online meeting without any interruption.
Conclusion
The Connector for M365 is more than just an add-on; it is the key to smooth communication between Microsoft 365 and myApps. By 2026 at the latest, it will be available to Exchange Online users who synchronize their calendar entries.
NEW in the innovaphone App Store: AttendAI by Jusan
AttendIA is a generative AI–powered voice bot that sits at the front line of customer interaction.
Once configured with your company’s own documentation (PDFs, DOCX files, Excel sheets, websites, etc.), AttendIA can instantly answer customer queries in natural language. In addition to providing context‐aware information, it can be programmed to perform intelligent actions as configured - such as transferring calls, sending emails, creating support tickets, or querying back‐end systems - so that routine tasks are handled automatically
Designed for seamless integration with your existing innovaphone PBX (via myApps platform), AttendIA elevates customer service by combining AI‐driven knowledge retrieval with intelligent action‐taking as configured.
NEW in the innovaphone App Store: anyContact innoACD by SNcom
SNcom GmbH offers “anyContact innoACD” as a standalone call/contact center solution for intelligent call processing on the innovaphone App Platform.
In contrast to the standard built-in queue-based solutions, innoACD relies on intelligent skill-based routing: incoming calls are not simply distributed in the order they arrive or via call groups, but instead based on the specific skills of available agents.This ensures an optimized service experience for the caller.
Soon Available in the innovaphone App Store: emailOK by MIZ-Networx
emailOK – Keep Phishing under Control with AI.
Every day, criminals try to obtain sensitive information such as passwords or bank details using fake messages. These attacks are often so perfectly disguised that it is hard to distinguish these from genuine messages. Just one wrong click can have dire consequences.
With emailOK, you can quickly and reliably check emails, text messages or WhatsApp messages for authenticity. Simply paste the message text into the window, click on “Analyze” and read the result in traffic light colors. This allows you to recognize risks and phishing attempts immediately and keep your communication secure.
Your advantages at a glance:
No installation, no registration – paste the text to have it checked.
Works for e-mails and messages on your mobile phone.
Recognition is based on modern AI and undergoes continuous development.
Keep your digital security on track!Use emailOK to detect phishing attempts, protect your data from being stolen and minimize the risks. Usage is intuitive, and you will get results in a matter of seconds, leaving you with some peace of mind with every message.
NEW in the innovaphone App Store: DeskPhone and FeatureControl by Gigaset
DeskPhone
With the Gigaset DeskPhone App, it is possible to provision Gigaset desk phones of the P-series. Additionally, the phonebook and the keys can be mirrored onto the desk phones. Furthermore, the local innovaphone directory, as well as the ability to customize and control call forwarding, groups, presence, and time recording are provided as a PBX menu.
The Gigaset Feature Control App acts as an add-on to the Gigaset Provisioning App. It provides a PBX menu on Gigaset professional handsets, offering the ability to customize and control call forwarding, groups, presence, and time recording.
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