The universal Contact Center

AgentOne: The multimodal Contact Center solution

 _{Organises the entire Call Flow}

 _{Saves all data of active Contact Center}

 _{Administration of all processes through a graphic interface}

 _{New employees and skills can be activated easily via web pages or}

drag & drop

 _{Supports all common routing strategies}

 _{Ideal addition for Customer Self Services:}

VoiceMan® _{Voice dialogue systems}

 _{Virtual and distributed Contact Centers: AgentOne can manage}

 _{Basic pack: starting from 5 agents}

 _{Routing for Voice, Fax, Mail, Events}

 _{Own active queue (SIP, ISDN)}

 _{standardised expansion with}

High-End-IVR functions

 _{Easy integration into client´s environment}

 _{Scalable from two to any number of channels}

 _{Multi PBX ability}

 _{Usable in heterogeneous environments}

 _{Web administration}

 _{Agent front end: Windows and/or Web}

Contact flow

Contact Center & High end dialogue

work places for Agents

---Gateway 1-n Contact Center

Single solution: Connection to a PBX

Multi-PBX solution: Connection to several PBXs

CTI-Link CTI-Link DB Supervisor/ Group leader PBX 2 PBX 1 Reporting CTI-Link PBX 3 CTI-Link PBX n AgentOne® 1 Admin/Reporting DB AgentOne® 2 Admin/Reporting DB AgentOne® 3 Admin/Reporting DB AgentOne® n Admin/Reporting DB

VoiceMan® _7.5/8.0 Coupling field CAPI 2.0 AgentOne® _4.0 ACD LAN/ WAN/ IN Saphir Stack SIP SIP _SIP TDM (PRI,BRI), TE-/NT-Mode VoIP AgentOne® _Clients Customers CAPI 2.0 DCOM CTI-LIB Fax Driver CAPI 2.0 DSS1, Q.SIG, SIP-Tln SIP-Trunk H.323 PSTN, PBX

TDM (PRI,BRI), TE-/NT-Mode VoIP Customers DSS1, Q.SIG, SIP-Tln SIP-Trunk H.323 PSTN, PBX TAPI 2.0 VoiceMan® _7.5/8.0 CAPI 2.0 CAPI 2.0 AgentOne® _4.0 LAN/ WAN/ IN TAPI 2.0 BlueFire Gateway SIP SIP SIP SIP Fax Driver CAPI 2.0

AgentOne – VoIP – Gateway

TDM (PRI,BRI), TE-/NT-Mode VoIP Customers DSS1, Q.SIG, SIP-Tln SIP-Trunk H.323 PSTN, PBX TAPI 2.0 VoiceMan® _7.5/8.0 CAPI 2.0 CAPI 2.0 AgentOne® _4.0 LAN/ WAN/ IN TAPI 2.0 SIP SIP SIP SIP Fax Driver CAPI 2.0 BlueFire Gateway BlueFire Gateway BlueFire Gateway

PBX CTI-Link Voice Voice IVR-Dialogue and queue IVR-Dialogue and queue Configuration, raw data reporting Configuration, raw data reporting Complete replication Replication (incremental) Replication (incremental) Reporting DB Reporting DB WatchMan Automatic readmission of agents incl. last status!

 _{Easy administration through}

graphic interfaces

 _{Web based online administration}

 _{Statistical online overviews}

 _{Up to date information to}

employees availability status, division, etc.

 _{Different possibilities of reporting}

 _{Graphs, diagrams and overviews}  _{Various display modes}

Automatic call-back management for Call Centers

CallCenter

Caller

Overflow

RR-DB

 _{Dialogue (Voice and/or DTMF) to receive call-backs}

(overflow objective of the Call Center)

 _{Automatic operation without agent activity}

 _{Base package for 10 agents & 30}

channels

 _{Dialing methods incl. as standard:}

Preview, Power, Predictive, Automatic, Pick up

 _{Complete Web front-end}

 _{Easy integration into client's environment}  _{Standard connection through SIP or ISDN}  _{Usable in heterogeneous environments}  _{Agent front-end: Windows and/or Web}  _{Integrated SIP-client for agents}

High-End-IVR integrates

---Work places for Agents

---The best of both worlds – integrated into one system.

AgentOne Dialer - Functionality

 _{Web browser}

 _{Integration into ACD}

 _{Net-Client (AgentOne 3.x)}  _{CTI Client (AgentOne 2.x)}

Highlights:

 _{Mix of inbound/outbound}

 _{Use of campaign management}

for CTI-based dialling

 _{Java script to pass through call}

data (Windows client)

Anything missing will be developed...

_{Excellent Consultancy}

_{Precise Definition}

_{Timely Implementation}

Please contact us at ...