AgentOne ContactCenter Suite

Additional features

Purely Cloud-Based Solution

Hosted on the OpenTelekomCloud infrastructure, providing high availability, accessibility from anywhere with an internet connection, and eliminating the need for on-premises hardware maintenance.

Scalable Infrastructure

Offers flexible scaling of resources (e.g., agent licenses, storage) to accommodate business growth or seasonal fluctuations in call volume, allowing businesses to pay only for what they need.

Multi-Channel Communication Support

Integrates multiple communication channels into a single platform:

Voice (Inbound/Outbound)

Handles both incoming and outgoing phone calls, supporting various call routing and management features.

Email

Manages email inquiries with rule-based routing to appropriate agents or departments, ensuring efficient handling of email communications.

Chat (Real-time Text)

Enables real-time text-based conversations with customers through web chat or other messaging platforms, providing an alternative communication channel.

Tiered Package Options (Catering to Different Business Sizes)

Offers different packages with varying feature sets to suit small, growing, and large teams:

Starter (For Small Teams)

Voice Communication

Basic inbound and outbound call handling capabilities.

Reporting Functions (Basic)

Provides fundamental call statistics and reports for performance tracking.

Phone Menu Control (IVR)

Allows for automated call routing based on menu options selected by callers.

Email with Rules

Enables basic email management with rule-based routing and filtering.

Advanced (For Growing Teams)

Includes all Starter features plus:

Voice Recording

Records phone calls for quality assurance, training, and compliance purposes.

Chat Functionality

Enables real-time text-based communication with customers.

Record Callback Requests

Allows agents to schedule callbacks for customers, improving customer service and follow-up.

Premium (For Medium and Large Teams)

Includes all Advanced features plus:

Customer Satisfaction Surveys

Enables automated sending of customer satisfaction surveys after interactions.

Silent Monitoring

Allows supervisors to listen to agent calls without being heard by either the agent or the customer, for quality monitoring and coaching purposes.

Whispering

Enables supervisors to provide real-time guidance to agents during calls without the customer hearing, improving agent performance during live interactions.

Optional Add-ons and Integrations

Automatic Outbound Dialer

Automates outbound calling campaigns, increasing agent productivity and contact rates.

Microsoft Teams Connection

Integrates with Microsoft Teams for enhanced collaboration between agents and other team members.

Optional On-Premise/Private Cloud Migration

Offers the flexibility to migrate the contact center application to a private cloud or on-premises environment if required due to regulatory or business needs, using the same core software.

Flexible Interfaces/Integrations (Implied)

The "About Us" section mentions seamless interaction with core applications and other elements of a modern customer journey via flexible interfaces, suggesting API or other integration capabilities.

Call Routing (Implied)

Implied through features like IVR and call handling, suggesting intelligent call routing to appropriate agents or queues based on predefined rules or agent skills.

Queue Management (Implied)

Implied by call handling and routing, suggesting features for managing call queues, such as queue prioritization and overflow handling.

Security (Implied)

Implied as a professional solution, suggesting secure data handling and storage practices.