Aastra OpenCom 1000 Brochure OpenCom 1000 - Page 7

Intelligent Call Management Intelligently forwarding customers to the right con- CLIP-based callback enables home workers to set up calls tact person and responding automatically to customer via OpenCom 1000 so that call costs can be obtained and requests helps you make efficient use of resources and recorded. increase customer satisfaction. Aastra also offers flexible application solutions for these needs. It is possible to record business announcements, tones or music directly from a PC. OpenAttendant 500 is a web-based OpenACD 500 - Integrated Call Distribution solution and can be managed with any web browser, regard- less of the operating system. With the integrated ACD solution, OpenACD 500 every depart- ment is easier to reach, from sales to after-sales, ordering, and OpenCallCenter 1100 - Server-Based hotlines. Callers are forwarded according to user-definable Application for Intelligent Call Routing settings and provided with individual announcements when put on hold. Employees are more reachable with intelligent The modular design of the server-based solution OpenCall- routing and flexible staff login options. With this solution, Center 1100 allows the use of additional integration levels; unoccupied workstations will not ring incessantly and the from intelligent call distribution to the multimedia contact customers will not have to be kept waiting or hang up. centre with e-mail, fax and text messaging (SMS) communi- cation. Variable agent groups can be defined to ensure that Thanks to statistical evaluations, you can easily have an over- enquiries are allocated to staff members according to their view of all incoming and outgoing phone calls, as well as the individual skills. With power dialling, definable call lists can be utilisation by groups and agents. You can then react flexibly automatically processed and your team made more efficient. and on a short term basis to call traffic. The Management Information System (MIS) allows the super- OpenAttendant 500 - Automatic visor to monitor and control the share of the workload Voice-Based Call Distribution ­handled by the individual groups; and also obtaining all the analysis data relevant to success for planning and controlling The integrated OpenAttendant 500 application is the alterna- purposes. Real-time statistics and integrated printable basic tive to the classic telephone switchboard; it also provides the statistics give an overview of call centre activities. foundations on which to set up information and announce- ment services. Callers are routed automatically via the tele­ phone keypad using individual, freely definable call menus. Up to 15 independent systems (call numbers) guarantee high deployment flexibility. Exemplary application fields include automatic transfer to specific service numbers and announcement services for movie schedule, weather, stock market tips, opening hours or special offers. With CLIP-based routing, regional or international calls are automatically routed to their target destinations. For instance, regional calls can be routed to the local service and international calls to the persons with the right language skills, thanks to area code recognition. 7