Multimedia Contact Center Applications
Welcome to an overview of the Solidus eCare™ application suite. The suite is built as a fully integrated solution made up of several core applications providing you with all your contact center needs. These core applications are divided into three fundamental categories: agent applications, management and administration applications and self-service applications.
Agent Applications
These applications are the focal point of the customer interaction center and therefore constitute Aastra’s most extensive category of applications. Desktop Manager is at the heart of these applications. It is a sophisticated tool designed to enhance call control and contact center functions.
By providing agents and supervisors with a diversity of features, Desktop Manager facilitates efficient call handling and seamless integration of several different types of media. Licensing for advanced features is available on an individual basis, allowing for total customization and scalability of each contact center package. Features in Desktop Manager include call handling (for inbound and outbound calls), media handling, integration with third-party applications for on-screen pop-up features, recording of voice calls, directory search, team leader and supervisor features, skill-based assistance and more. Call handling includes chat, e-mail, fax, SMS, voice mail and instant messaging.
Self-Service Applications
Self-service applications automate and provide advanced self-services for customers, making it possible for agents to focus on urgent and complicated inquiries.
The applications let you reduce costs while providing a high level of customer satisfaction, allowing your customers 24-hour access to your business services. They also reduce the cost per customer interaction by providing more self-service options, which increase business efficiency.
The suite consists of:
- Script Manager – An IVR (Interactive Voice Response) application that automatically manages incoming calls and provides answers to common customer requests without human interaction
- Virtual Agent Interactive Web Response – Enables customers to type in their queries from any website.
- Virtual Agent uses a customized knowledge database for automated customer self-service.
- Auto E-mail Response and Auto SMS Response – For ensuring that customer inquiries are responded to immediately
Applications for Management & Administration
This module contains applications and interfaces that provide centralized control and management of an existing contact center infrastructure.
The applications and interfaces include:
- Configuration Manager
- Information Manager
- Report manager
- Campaign Manager
- Internet Suite Creator (also known as Knowledge Base Manager)
- Centralized management
- Clustering
- Real time interface
