Accordia CIS Enterprise Brochure

www.accordiasolution.com

ACCORDIA SOLUTIONaccentuates communications

OVERVIEW

Customers’ acquisitions and retentions are the top concerns in

all organizations. Increase pressures to deal with lower budgets,

competition, and sophisticated customer expectations for

services and interactions in the traditional and emerging social

networking are some of the daily challenges in small and

medium enterprises of the new age.

ACCORDIA CUSTOMER INTERAC

Cost Effective Customer Interaction Solution For Small to

Medium Size IP Contact Center

Compared with larger enterprises,

the small to midsize business have

to drive and increase productivity

throughout the organization with an

efficient support team. This needs

to be achieved by optimizing

resources and expertise across the

business, while lowering operating

expenses. Accordia Customer

Interaction Suite (CIS) IP Contact

Center solution for small to midsize

operations, meets these objectives.

CIS enables organization to adopt

large enterprise solution that

im

efficiencies, location independence,

and an efficient deployment model…

all at a price point targeted for the

small to midsize setup. It utilizes the

open source LAMP (Linux, Apache,

SOLUTION accentuates communications

Customers’ acquisitions and retentions are the top concerns in

all organizations. Increase pressures to deal with lower budgets,

competition, and sophisticated customer expectations for

nd interactions in the traditional and emerging social

networking are some of the daily challenges in small and

medium enterprises of the new age.

ACCORDIA CUSTOMER INTERACTION SUITE (CIS)


Contact Center

MySQL, Php) stack and the proven and

robust Asterisk IP Telephony as part

of the communication solutions.

provides a comprehensive suite of

modular application that is required to

operate and manage a contact center

efficiently. It is designed to al

contact center to add on the module

as and when the business requires it

thus enabling a lower entry cost.

HIGHLIGHTS

� UNPRECENDENTED AFFORDABILITY

� LEVERAGES EXISTING INFASTRUCTURE

� INTEGRATED

� INTEGRATED CONTACT MANAGEMENT

& KNOWLEDGE BASE

� MODULAR APPLICATIONS WITH A LOW

ENTRY COST AND

� WORKS WITH ANY SIP BASED IP

HARDPHONE OR SOFTPHONE

Center solution for small to midsize

operations, meets these objectives.

CIS enables organization to adopt

large enterprise solution that

improves business and operation

efficiencies, location independence,

and an efficient deployment model…

all at a price point targeted for the

small to midsize setup. It utilizes the

open source LAMP (Linux, Apache,

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(CIS)


MySQL, Php) stack and the proven and

robust Asterisk IP Telephony as part

of the communication solutions. CIS

provides a comprehensive suite of

modular application that is required to

operate and manage a contact center

efficiently. It is designed to allow

contact center to add on the module

as and when the business requires it

thus enabling a lower entry cost.

HIGHLIGHTS

UNPRECENDENTED AFFORDABILITY

LEVERAGES EXISTING INFASTRUCTURE

INTEGRATED VOICE RECORDING

INTEGRATED CONTACT MANAGEMENT

& KNOWLEDGE BASE

MODULAR APPLICATIONS WITH A LOW

ENTRY COST AND EASY UPGRADE PATH

WORKS WITH ANY SIP BASED IP

HARDPHONE OR SOFTPHONE



Features Overview

� Unlimited Skills

� Integrated Auto Attendant &

Voice Mail

� Integrated IVR

� Integrated Voice Logger

� Computer Telephony

Integration (CTI)

� Out Bound Dialer

� Web Based Application

� Comprehensive Web Based

Reports

� Integrated easy to use contact

management and knowledge

Base application

� IP Agent

� Works with any SIP based IP

Soft Phone or IP Hard Phone

� Integrate to conventional PBX

via standard T1 / E1 or SIP

Trunk

Accordia Customer Interaction Suite

(CIS) IP Call

integrated solution that includes

Accordia Automatic Call Distributor

(ACD) Routing Engine for both group

and skills based routing. It is

developed on top of the proven

robust

Telephony platform that has been

deployed in many countries

wide.

unlimited Greetings and Busy

Announcement Prompts without

additional external announcement

devices. The built in Voice Recording

application allows Call Center

Manager or Supervisor to per

Quality Monitoring as well as manages

call disputes by listening back to the

agents conversation in the call center.

CIS helps businesses meet and exceed

the service level expectations of their

customers, while driving employee

productivity and

operational costs.

based Automatic Call Distribution

(ACD) that maximizes routing and

resource selection, allow

handle calls

overall productivity in a single or

multiple location s

DELIGHTING CUSTOMER

EXPERIENCE WITH ACCORDIA CIS IP

CONTACT CENTER SOLUTION


Accordia Customer Interaction Suite

(CIS) IP Call Center provides an

integrated solution that includes

Accordia Automatic Call Distributor

(ACD) Routing Engine for both group

and skills based routing. It is

developed on top of the proven and

robust Open Source Asterisk IP

Telephony platform that has been

deployed in many countries world

wide. Accordia ACD comes with an

unlimited Greetings and Busy

nnouncement Prompts without

additional external announcement

devices. The built in Voice Recording

application allows Call Center

Manager or Supervisor to perform Call

Quality Monitoring as well as manages

call disputes by listening back to the

agents conversation in the call center.

CIS helps businesses meet and exceed

the service level expectations of their

customers, while driving employee

productivity and controlling

operational costs. Accordia CIS is an IP

based Automatic Call Distribution

(ACD) that maximizes routing and

resource selection, allowing agents to

handle calls effectively and improving

overall productivity in a single or

multiple location seamlessly.

DELIGHTING CUSTOMER

EXPERIENCE WITH ACCORDIA CIS IP

CONTACT CENTER SOLUTION

Call Center Manager is given the

flexibility to choose whether inbound

calls should be routed to the first

available agent, most idle agent, or

agent with skills that best match the

customer’s needs. Targeting

specifically, the micro, small, medium

and virtual contact center with single

or multiple sites, Accordia CIS has the

solutions that you need to manage

and grow your business.

Modular Solution

To Grow With Your

Business Needs

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Call Center Manager is given the

flexibility to choose whether inbound

calls should be routed to the first

available agent, most idle agent, or

agent with skills that best match the

customer’s needs. Targeting

specifically, the micro, small, medium

and virtual contact center with single

or multiple sites, Accordia CIS has the

solutions that you need to manage

and grow your business.

Modular Solution

To Grow With Your

Business Needs



Business Benefits

By leveraging on the right resource

at the right time , calls are routed

to the right resource based on

callers requirements in order to

ensure the call center achieve its

call answering service level,

reduces abandon rate and fulfill the

organizations commitments and

operational efficiency.

Accordia CIS Reporter provides

performance reporting on all real

time and historical activity that is

pivotal in any call center setup

Agent or system initiated preview

dialing improves costly proactive

customer contact issues. From

outbound callbacks to targeted

outbound campaigns, Accordia CIS

uses simple and effective outbound

dialing tools to increase the

performance of customer contact

in an outbound call environment.

Expand call center agent

knowledge with customer history.

Accordia CIS Contact Management

history displays a list of previous

customer contacts and gives the

ability to view any contact to

ensure more consistent service.

Whether you are in Customer

Service, help desk, Telemarketing,

Collections, Customer Support or

in any vertical, Accordia Voice

Logger allows you to store and

track important conversation for

training as well quality assessment.

Accordia CIS

Solutions

based contact center solution that

simplifies customer interaction

management

following module:

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Accordia CIS IP Contact Center

Solutions is a comprehensive web

based contact center solution that

simplifies customer interaction

management. CIS comes with the

following module:

� CIS ACD - Skills Based Routing ACD

Module comes with a set of

comprehensive web based real

time and historical reports for

management analysis

� CIS IVR - Integrated Interactive

Voice Response System comes

with unlimited number of Auto

Attendant greetings, busy

announcements

� CIS VL - Integrated Voice Logger

for call quality monitoring

� CIS OD - Integrated OutBound

Dialer for telemarketing, tele-

surveys and collection campaigns

� CIS CB - Integrated Call Blending

increase agents productivity and

utilization rate

� CIS - Soft Wall Board

� CIS CTI

Integration for CRM Screen Pop

and Data Base Routing

� CIS CM

Management

lookup and append notes to the

contact

� CIS KB

Knowledge Base Management

FAQs,

Technical

Requirements:

- English

- Printers

- Tech Support

CIS CTI - Computer Telephony

Integration for CRM Screen Pop

and Data Base Routing

CIS CM - Integrated Contact

Management for quick contact

lookup and append notes to the

contact

CIS KB - Integrated easy to use

Knowledge Base Management for

FAQs, Sales, Marketing and

Technical Support Information

Best Match Agent with skills set :

English + Printers + Tech Support

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All-in-one Communications Suite

Unlike the conventional solution that

has a silo approach with disparate

systems that leads to bad interfacing,

data duplication, operational

inefficiency, and high total cost of

ownership, Accordia CIS is developed

with an integrated approach that

minimizes what use to be a very high

integration cost. To serve today's

multi-contact customer, Accordia CIS

all-in-one approach leverages

seamless component integration, and

offers next-generation capabilities for

inbound, outbound and blended

campaigns for customer support,

telemarketing or collections in contact

centers.

Accordia CIS Increases Call Center

Agent Productivity - Accordia CIS

provides a fully integrated contact

management solution that empowers

your agents to deliver competitive

customer service, lowers operating

costs, increases agent efficiency and

effectiveness, and helps you make the

most of every customer interaction.

With Accordia CIS, you have a

powerful assortment of features,

capabilities and applications to meet

all of your call center needs.


Minimum Servers Requirements

Server: Intel Xeon Quad Core, 8 GB RAM,

2x500GB HD, Supported OS: RHEL or

CentOS Client PC: 1 GB RAM, Mozilla or Google Chrome

Web Browser

To learn more about Accordia CIS Call

Center Solutions, please contact

Busi

Flexible, Scalable, Integrated

Accordia CIS contains highly flexible

applications that leverage your

investments in other productivity

initiatives. Accordia CIS contact center

application provides rich and reliable

functionality specifically targeted at

improving customer interaction

management in a contact center

environment.

Accordia CIS Benefits

Improve call-routing flexibility:

Skills based routing capabilities ensure

calls or contacts are routed to the

suitable agent with the skills that

best match callers’ needs in a timely

manner avoiding unnecessary call

transfer.

Reduce costs, increase efficiency

By improving call routing efficiency

couple with a set of comprehensive

real time and statistical reports helps

call center manager in resource

planning

Deliver personalized service

With Caller ID and account number

presented to the call center agents

based on callers input to Accordia

Interactive

phone number identification by

the telcos, caller’s name and

information can be retrieved

automatically via computer

telephony integration (CTI) to

screen-

or Accordia Contact

screen.

IMPROVE CUSTOMER INTERACTION

WITH

MINIMUM COST

Minimum Servers Requirements

Application & Database Server:

Intel Xeon Quad Core, 8 GB RAM,

2x500GB HD, Supported OS: RHEL or

CentOS. Database: MySQL

Client PC: 1 GB RAM, Mozilla or Google Chrome

Web Browser

To learn more about Accordia CIS Call

Center Solutions, please contact

your Accordia Client Executive

or Accordia Authorized

Business Partner or email us at

[email protected]

Accordia Solution

All Rights Reserved

Interactive Voice Response or

phone number identification by

the telcos, caller’s name and

information can be retrieved

automatically via computer

telephony integration (CTI) to

-pop a CRM application

or Accordia Contact Management

.

NTERACTIONS

MINIMUM COST

PAGE 4

Documents

Accordia CIS Enterprise Brochure