Whether your business is large or small, efficient communication
is always a challenge. Companies are being increasingly confronted with different types of contact channels. So how personal and efficient is contact with your customers? And how accessible are your employees?
Connecsy ACO: the solution
In order to do business efficiently, you want to be able to guarantee a fast response to customer queries. The modern Connecsy ACO not only makes it easy for your employees to an-swer and forward telephone calls and handle chat, but it also helps them to handle contact with customers very professionally thanks to the additional customer information it provides. Connecsy users can view all the necessary availability and accessibility information at a glance without having to switch between screens. Receptionists can use chat, mail and options to pass on-call information to individuals or groups in the organization, or easily take over calls from other loca-tions during busy hours. Improve your communication and your busi-ness it’s performances and increase customer satisfaction.
CLOUD, PREMISE & HYBRID BRIDGING PLATFORM FOR MULTI-VENDOR CONTACT CENTER AND AVAYA CLOUD OFFICE AT THE BACK-END
Familiar & Easy to Use
Pridis has been developing and supplying operator Consoles for over 15 years. The Connecsy ACO is the result of very close cooperation between users, such as receptionists, call center agents and supervisors. With its user interface similar to the well known Connecsy Enterprise, users can define the layout and information they need to optimize their workflow. Decide which panels to display, how many queues are displayed, favorite persons, search options, and more. In the user profiles, all the settings can be designed specifically for each individual user.
Presence at a glance
As an essential part of customer communication, your attendants need all the information they can handle the callers or give them feedback. Use the integrated calendar to quickly see appointments of colleagues, or use the multi-source presence information to reach an available employee while searching. Use the favorites panel to get the presence of VIP in a quick glance. Easily see or take notes during the call, that is visible for colleagues when the call is transferred.
Attendants will get all the familiar Avaya Cloud Office functionality. On the same working screen used to handle incoming and outgoing calls, users can start a chat or group instant messaging or an email can be sent. Use the built-in templates to automatically include name, number, and time for a call-back request for rapid responses.
Efficient Contact Handling
Connecsy ACO makes employees accessible, no matter how mobile they are. Foran extra personal approach, the user can quickly search (Find-As-You-Type) for internal and external contacts using extra information such as notes, public and private information, local numbers and availability on different platforms. Reduce search time with the Intelligent Lookup. The persons who the caller previously spoke to are directly visible for selection. Use easy drag and drop to transfer the call. Handy shortcuts on the keyboard mean that mouse movements are no longer necessary for common functions.
VIP: The benefit for the customer
The customer never has to wait for long thanks to the option for different queues and for preferential treatment, where the telephonist decides which call will be handled next (VIP) and will be announced with or without an introduction.
Combine other applications like a webcam or barrier control into a panel in the flexible layout. Connecsy Enterprise supports the integration of the third parties as well as tailor-made applications.
Flexible UC Platform
The design of Connecsy Enterprise is based on the philosophy that the console makes an important contribution to communication optimi-zation. You will get all the advantages like queue announcements, previous agent-based routing, overflow routes, recording and central performance reporting and real-time wallboards. Connect a SIP trunk to your existing Call Center or UC platform and enable bridging com-munications between Front Office and Back Office platforms. Pridis has already realized successful connections with numerous platforms, such as Unify, Avaya, Cisco, Mitel, and Clearvox. Both Premised Based and Cloud.
Key Features & Benefits: Connecsy ACO
• Number of queues
• Workflow / Skill management
• Availability based on Calendar settings
Queue parameters routing/overflow
• Based on the number
• Longest waiting
• Rerouting by closing queue
• Open and closing time
• Skill-based chat routing
• Send Attachments
• Message History
• Colleagues calendar
• Make and send notes
• Easy transfers
• Multiple presence sources
• Historical call statistics
• Real time presentations
• Round Robin
• Manually Queue picking
• Waiting time based
• Voice logging
Voice-logging – Automatically record both sides of the conversations
Braille – Add vocal and braille control for visually impaired attendants
Active Directory connector – Keep your phonebook up to date with your ACO directory
Messaging – Add a chat channel for your customers and route chats towards back-office employees
• Make operators more efficient and satisfied
• User friendly interface
• Manage the queues in realtime
• Chat with customers and colleagues
• One glance presence from multiple sources and colleague availability
• Easy call handling between multiple locations
• Use the existing telephony infrastructure
• One solution that supports multiple UC platforms
• Cloud or on-premise implementations