Appia Call Centers | for superior customer care
Appia offers two call center solutions that can be tailored to your unique requirements. Both include automatic call distribution, queuing, email integration, recording, and real-time and historical reporting, as well as many other features, and both come with Appia’s live web wallboard.
Using the Cloud saves licensing and maintenance costs, eliminates the need to manage software upgrades, and provides call center business continuity. It also enables you to use agents who work from home or diverse geographical locations so you can offer “follow the sun” support.
Appia Cubed Call Center
Appia Cubed Call Center is an inexpensive and intuitive to use add-on to Appia Cubed. Compare its cost to other call center options and you’ll appreciate the value it offers right out of the box.
Appia Cubed Call Center features include:
· Real-time queue statistics
o Monitor queue status
o Review the number of callers in a queue
· Log agents in and out of queues
· Advanced agent statistics
o Time an agent logged in/out of the queue
o Review the number of answered/unanswered calls
o Average and longest wait time and more
o Wallboards
· Call-back feature
o Allow your customers to hang up and retain their position in the queue
o The customer is called back when an agent becomes available
o Call back notification emails are sent to the supervisor
· Additional queue strategies
o Round robin
o Longest waiting
o Least talk time
o Fewest answered
o Hunt by threes – random
o Hunt by threes – prioritized
· SLA alerts
o Supervisors and managers can be notified when callers have to wait beyond a configurable amount of time
o Events are logged in order to meet customer service requirements
o SLA notification emails are sent to the supervisor
· Supervisor options
o Listen in: Supervisors can screen calls by listening in without the agent and caller knowing about it
o Listen and whisper: Supervisors can relate some important
information to the agent without the customer hearing
o Barge in: Supervisors can enter calls and assist the agent and customer.
cloud communication
Cisco Call Center
With three options – Standard, Enhanced and Premium – you’ll find a Cisco Unified Call Center Express solution that’s right for you. The following table highlights some of the key features available with each version.
Feature / Premium / Enhanced / StandardInbound voice / Yes / Yes / Yes
Compliance recording / Yes / Yes / Yes
Quality manager option / Yes
Workforce manager option / Yes
Agent email / Yes
Call conferencing / Yes / Yes / Yes
Agent interdialing support / Yes / Yes / Yes
Direct-outward-dialing support / Yes / Yes / Yes
ANI and DNIS support / Yes / Yes / Yes
Route on skill and skill competency / Yes / Yes / Yes
Conditional routing / Yes / Yes / Yes
Overflow, interflow, and intraflow routing / Yes / Yes / Yes
Custom routing based on data from database access / Yes
Dynamic priority queuing / Yes / Yes
Unlimited number of routing programs / Yes / Yes / Yes
Play messages to callers: Music and Prompts / Yes / Yes / Yes
Combineprompts, music, and messages / Yes / Yes / Yes
Capture and process caller DTMF input / Yes / Yes / Yes
Automated Attendant support / Yes / Yes / Yes
Database integration / Yes
Automatic speech recognition / Yes
Text to speech / Yes
Real-time notification services (email, paging, fax) / Yes
Integrated self-service application support / Yes
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