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ACS- Avhan Communication Server

[ACS brochure ]

The Avhan Communication Server (ACS) is a comprehensive multi-modal blended suite of applications for Inbound – Outbound contact centers. ACS is a high capacity, high availability platform supporting multiple communication media: Voice, SMS, Email, Chat and Video. ACS includes ACD, IVR, Predictive Dialer, Email hanling, Chat management, Call Recorder / logger and Agent application with screen pop.

ACS is offered as a hosted solution as well as on premise purchase and has powerful features for multi-tennancy, disaster recovery and multi site campaign management.

Modular Architecture for contact center requirements

Key Business Features

Interactions directed to best resource / agent according to business strategy

• Multiple skills defined for agents
• Product knowledge
• Customer relationship strategy – single account management
• Languages / Regions / cultures / Time of day

Efficient call delivery via 'Live Call Verify'

• Live call verification
• Verify that call in ACD queue is a 'live' call before transferring it to agent, results in saving CSR time

Call distribution methods based on multiple parameters

• Most idle CSR
• Skill based routing
• Round robin

Analyze ACD / CSR performance online

• Selection criteria for Date, Start Time, End Time
• ACD CSR Group Summary Report
• ACD CSR Detail Report
• Call by Call Report

Selection criteria Date, Call Termination Type

• ACD Agent Login Report
• Origin of incoming call
• Number Calls Offered
• Number of Calls Answered, Lost/abandoned
• Average Waiting Time, Longest Waiting Time
• Abandoned calls & percentage

Re-routing – 'ensure' caller experience, redirect calls if:

• Calls not answered within a specified time limit
• The specific queue is full
• No CSR has logged in the specific queue

Reinforce customer experience via

• SMS confirmations / notifications
• Email status of transactions / next steps to be taken

To find out more about how the Avhan Communication Server can help you in your business download our Product Brochure, or Contact Us now!