AltiContact™ Manager
AltiContact™ Manager
(ACM) is a suite of powerful and affordable IP
contact center solutions to add to the AltiServ IP-PBX
systems. ACM adds advanced routing and contact management
solutions designed to offer enhanced support for inbound,
outbound or blended customer contact environments. Each
ACM enabled AltiServ phone system chassis will support
up to 144 active agents with overflow
to agents in a multiple chassis or distributed implementation.
ACM provides advanced queuing, IVR and routing to enhance
the customer experience. Comprehensive, easy to use tools
improve the agent productivity to increase sales and service
levels.
AltiContact™
Manager Standard Features
AltiContact™
Manager Optional Features
Download
the AltiContact™ Manager Brochure (800 kb)
AltiContact Manager offers a better alternative
to the traditional approach of constructing a contact
center by integrating multiple systems. The outdated
multi-system approach was complex to deploy, difficult
to manage and expensive. With ACM, modular feature licensing
allows businesses to add capabilities on a per-feature
or per-user basis. This flexible and modular feature
licensing offers a reduced up-front investment. ACM
offers a single, integrated telephone system and complete
contact center designed to be managed by an in-house
IT staff, helping to lower the ongoing cost of ownership.
By cutting both the up-front investment and ongoing
administrative costs, ACM can significantly speed up
the return on investment.
AltiContact Manager saves businesses
money by offering a comprehensive solution including:
Advanced automated call distribution (ACD)
Skills-based routing and dynamic call prioritization
Agent and supervisor desktop PC interfaces
Agent call scripting
IVR and advanced auto attendants
Integration of advanced voice messaging into call queuing
Remote agents and supervisors supported with VoIP
Multiple server VoIP networking with centralized management
Look-ahead overflow routing
Voice call recording – on demand and centralized
conversation recording
Enhanced Call Detail Reporting (CDR) with management
reports
Historical and real-time agent and workgroup performance
statistics
Out-of-the box integration with popular CRM applications,
including Microsoft® CRM
Centralized Call Recording
Agents and supervisors can record conversations on demand.
Additionally, centralized conversation recording can
be set up for call sampling or full time agent, workgroup
and trunk based recording.
The AltiAgent™
desktop interface for workgroup agents is designed to
improve agent performance. AltiAgent helps agents to
do more with less effort by giving them the tools to
handle more calls and to provide better service to the
caller.
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AltiAgent
Interface |
The AltiSupervisor™ interface
gives supervisors tools to measure and optimize workgroup
performance and agent productivity. The AltiSupervisor
interface offers four major real-time views for workgroup
management. These are the agent states, the agent statistics,
the group statistic and a real time queue view. Supervisors
can set "quick view" tabs to monitor separate
statistics of multiple workgroups.
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AltiSupervisor
Interface |
Shorten training times and increase the productivity
of your sales and customer service groups. Agent training
and coaching is easy with AltiSupervisor. Workgroup
supervisors can monitor and barge-in to agent calls
to train agents in a live call environment without compromising
customer service.
Automatic Call Distribution
Inbound, outbound and blended call center support
64 workgroups for multi-dimension service matrix
128 agents and 9 skill levels per group
144 concurrent agents logged in per chassis
Queuing and Routing
Skills-based routing,
8 call distribution logic algorithms
Dynamic priority routing and queuing
Destination routing by caller ID, DID, DNIS and area
code
Overflow thresholds and parameter options
Intelligent look-ahead overflow routing
Agent and workgroup ring no answer options
Imbedded IVR menus add choices to queue
Queue auto announce options
Agent name, agent ID number, queue position,
expected wait time
Queue wait options
Timed interval phrases,
call back requests, voice mail options, select another
agent or group, routing to information only messaging
mailbox
Overflow oldest call in queue
Agent and Supervisor interfaces
AltiAgent desktop PC software interface
delivers caller information and call control functionality
AltiSupervisor desktop PC software offers real-time
agent, workgroup status and reporting with capability
to silent monitor, initiate barge-in call participation,
view caller priorities and pick calls from queue
Easy call center system management
Intuitive system management and
configuration of agents and workgroups
Agent states, real time service level, agent and workgroup
performance and queue status
Reporting - basic and advanced historical group and
agent performance reporting options
Multi-site IP and remote contact center features
Overflow calls to multiple sites
via VoIP
Network multiple contact centers or chassis using VoIP
Remote IP agents and supervisors supported
E911 support
Built in CRM Integration
Built-in CRM screen-pop with
popular applications like Microsoft® CRM, Goldmine™,
ACT!™, Microsoft® Outlook™ and Microsoft®
Exchange™.
AltiContact Manager can even enhance an existing installed
phone system. AltiServ combined with ACM provides a
complete call switching and messaging platform with
advanced call center capabilities. this powerful solution
can operate as a stand-alone or adjunct departmental
call center added onto an existing telephone system.
Software Development Kit (SDK)
AltiGen's SDK provides comprehensive application integration
and feature development support tools. The optional
SDK allows businesses and developers to enhance the
ACM functionality by building or integrating additional
cooperative applications and features.
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