Highlights on the ANDTEK booth (#443) in the San Diego Convention Center will include corporate switchboard software “AND Desktop AC” and the call routing solution called “Contact Center”. Because both solutions are highly scalable and allow for centralized management, they are ideal for large corporate applications.
“Contact Center” can be integrated into existing IT environments to route incoming calls automatically to the right agent. The agent will be able to see on its IP telephone real-time status reports about other agents in the group, providing data as number of logged-in users, the group-s accessibility rate, and the number of callers in the queue. One example is Generali Deutschland Informatik Services GmbH, Germany (GDIS) which uses this solution to route incoming calls to some 1,400 employees at five different locations.
The contact center software can be used in both phone-based and CTI (PC-based) applications. Supervisor telephones can be integrated into the IP environment to allow monitoring the workload of several groups simultaneously. Supervisors can also access additional services such as statistical information about agents, calls, or queues. “Crystal Reports” are an analysis tool for workload-related data based on agent records and the number of received and lost calls.
“AND Desktop AC” is a corporate switchboard solution for large customer databases and CRM systems to be shown by ANDTEK at Cisco Live 2012. The software is tailored for companies with 100,000 or more employees, including insurance companies, financial institutions, and automakers. ANDTEK-s switchboard application is IT-compliant and has guaranteed reliable scalability up to thousands of work stations.
The ANDTEK switchboard system will allow outside calls to be correctly routed with security. Thanks to its intelligent search feature, the package will be able to pinpoint a staff member-s specific physical location.
The switchboard solution also allows instant access to hundreds of thousands of entries in different database formats via IP phone, web browser, or PC.
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