Max ACD - Altigen
Altigen's MAX ACD is a unified call center specially adapted and integrated with Microsoft Skype for Business
For the record...
With the development of Microsoft Skype for Business which is now being deployed for its enterprise voice capabilities by organisations around the world, traditional PBX systems are disappearing. However, some companies also have one or more call centres (e.g. helpdesk, customer service, technical support, sales and marketing, etc.) that are not handled by Skype for Business Server. In order to unify communications and eliminate expensive call centre hardware, these companies need a solution that tightly integrates with Skype for Business Server, while leveraging the existing database infrastructure.
Max ACD features
Call Routing
- Caller ID, DID and DNIS routing.
- Automatic selection of operators.
- Advanced IVR capabilities.
- Client priority routing.
- Routing based on the results of custom SQL queries.
- Holidays, working hours.
- Routing overflow based on service level, waiting time in queue, number of calls and available agents.
Call distribution
- First call: First available member.
- Next call: Availability of the next member.
- Next calls : Availability of all members.
- Longest inactive member.
- Longest inactive member on average.
- The least response.
- The shortest discussion time on average.
- Skill-based routing.
MaxACD includes advanced call waiting and automatic call distribution features, interactive voice response (IVR), real-time history and reporting, and remote agent support. MaxACD Lync / Skype for Business clients provide a unified desktop application for agents and supervisors. Supporting virtualisation under HyperV and VMware, MaxACD is configurable for up to 512 agents and 64 workgroups per server.
MaxACD also includes a robust SDK with powerful APIs for integrating information from your back-office applications to create sophisticated routing rules, screen pops and CRM and ERP integration.
MaxACD leverages AltiGen's 15 years of contact centre technology innovation to provide a complete and integrated software-based contact centre solution. Certified through Microsoft's Open Interoperability Program and a member of Microsoft's ISV Technology Adoption Program for Lync / Skype for Business Server, AltiGen uniquely provides complete contact centre solutions for Lync Server 2010 and 2013 and Skype For Business.
The little extras that make a difference!
MaxAgent
A unified customer contact centre for Microsoft Server Skype for Business
Functionality of the dedicated contact centre
- Display of ACD queues in real time.
- Redirection of calls on hold.
- Real-time working group statistics.
- Personal performance statistics.
- Customisation of queue alerts.
- Agent status control by login / logout / wrap-up.
- Start and stop recording calls on demand.
MaxSupervisor
Improved management and control of the contact centre
Management of the waiting line
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Queue monitoring.
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Selecting calls out of the queue.
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Redirection of calls "on the fly".
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Display of the status of the agents.
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Forcing the connection and disconnection of the agent
Supervisor monitoring
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Surveillance Coaching of agents.
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Irruption/Interruption of the supervisor.
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Real-time agent performance statistics.
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Real-time working group performance statistics.
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Graphs based on historical information.
MaxInsight
Monitoring and measurement of contact centre quality
Available data points
- Total agents connected, busy, waiting.
- Total calls waiting, exceeding the waiting service threshold and duration of the longest queue.
- Average, cumulative total and percentage of talk time, hold time and abandoned calls.
- Number of incoming and outgoing calls.
- Queue, Trunk, Workgroup andAgent Activity.
Our partner
Quality label
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