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ACC Overview

In contrast to call centers, contact centers represent essential robust multimedia contact points between companies and their customers. Contact centers allow customers to choose between telephony, email, and chat customer contact options. This allow companies to track and manage time in queue, make intelligent and sophisticated routing decisions for their customer contacts, and help minimize call abandonment. It allows companies to maximize return on investment within its agent base and to ensure that staffing adjusts dynamically to demand.

Aeonix Contact Center detailed historical, real time and cradle to grave reporting allow organizations to easily, and quickly measure contact center resources and to adjust to changing business demands.The ACC integrates seamlessly with customer CRM solutions and can easily blend inbound and outbound calls to manage sales campaigns and customer order processing. Aeonix Contact Center is recognized by our customers and resellers as the most intuitive, flexible and easy to use contact center in the industry.

Your Benefits

  • All in one Solution- Aeonix Contact Center provides a one server solution for UC&C and Contact Center applications and feature sets. Single server deployment with intuitive and central management capabilities reduces time, footprint, and resources required to manage the system
  • Easy to operate and easy to maintain- The Aeonix Contact Center applications were developed with the end user in mind. No IT specialist is required to make changes or to generate reports; the ACC can be managed with ease by the contact center supervisor
  • Up scaling requires license changes only- Simple upgrade process allows customers to upscale quickly. Simple licensing changes allow customers to add more agents or applications on their system seamlessly and intuitively. No additional hardware is required
  • Total Cost of Ownership- Customers are looking for solutions that can provide "more for less", something that the Aeonix Contact Center is especially well positioned to do. With minimum hardware required, simple implementation and maintenance processes, customers will experience the lowest possible total cost of ownership

ACC Features

ACC Features

Aeonix Contact Center Features

  • True Universal Queuing
  • CRM and Database integration
  • Multi-Site support
  • Sophisticated IVR
  • Outbound, Callback and Campaigns
  • Superior Management Information System
  • State of the art CSR tools
  • Screen-Pops
  • Language support
  • Hot redundancy
  • Cradle to Grave reporting
  • Multi layer routing- Priority, Skill based, Statistical, Business rules, Customer value
  • 2000 configurable Agents
  • 600 concurrent Agents
  • 256 Groups
  • 128 Supervisors
  • 256 Routing scenarios
  • 256 Skills
  • 256 Agentboards

ACC Capabilities

ACC Capabilities

Aeonix Contact Center Admin Features

  • Leverages Easy-to-use Wizards
  • Flexible Configuration of Routing Rules
  • Define Business Hours and Overflow Rules
  • Manage Email, Web and Voice Through Common Rules
  • Provide IVR Functionality to Callers
  • Manage Agent and Supervisory Profiles
  • Define Skill Sets and Priorities

Aeonix Contact Center Visor Features

  • Real-time reporting
  • Agent and interaction monitoring
  • Service level visibility
  • Customer interaction visibility
  • Historical Reports
  • Business data for informed decisions
  • Contact center performance analysis
  • Inbound,Outbound, E-mail and Web data
  • 3rd Party Reader Board Support

Aeonix Contact Center Agent Features

  • Multimedia Handling
  • Inbound and Outbound Voice, Fax, E-mail & Web
  • Customer Visibility
  • In-queue windows
  • Screen Pops
  • Soft-phone
  • Interaction handling icons
  • Important Messages Reader Board

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