Aastra Business Telephone Systems can deliver contact centre technologies which are designed to meet and exceed customer expectations. Ensuring you provide the optimum experience for this initial contact and the quality of service a caller receives will make a lasting impression on a customer and will impact their ongoing loyalty.

One of the top reasons that people call an enterprise today is to make a purchase. But a customer can also be calling a company for a variety of other reasons including product information, hours of operation, enquiries about their account, to make a complaint or to get technical assistance.

Depending on the situation, and the nature of an enterprise’s business, a customers needs may differ:

When installing a Contact Center, enterprises want to satisfy their customer needs while making sure that the system is cost effective and helps to increase sales. Important features to consider include; recognition of VIP customers so that they are placed in priority sequence, and, calling number identification so that customer files automatically open in a data base enabling calls to be handled quickly and efficiently. In addition, to ensure that the system is appropriate, they also wants tools that will allow them to evaluate how well the system behaves, and determine if it is properly sized, by having the ability to access information like number of calls (answered and lost), waiting times, and agent activity reports.

Aastra can provide technologies to meet all these needs starting with simple call routing system that can easily evolve towards a multimedia contact center that is tightly integrated with customer relation management tools. For example, the Contact Centre manager wants tools to evaluate how the system behaves and if it is properly sized through information like number of calls (answered and lost), waiting time, and agents’ activity.

Solutions For Multi-Channel Contact Centres

Managing customer contact across multiple channels

Many companies have now recognised that customers communicate using a combination of phone, SMS, email and web requests and that they demand the same level of customer service regardless of which media they use to make the request. The Adaptive products compliment the Aastra Intelligate and together they deliver a true multi-channel contact centre solution.

Adaptive Messaging

Adaptive Messaging does for email and SMS messages what an Automatic Call Distributor (ACD) does for calls in a call centre – it routes, queues and automatically presents messages to the next available user with the correct skills to deal with it. Adaptive Messaging is ideal in call centres and any environment where multiple users are servicing communal email accounts, for example: sales@company.com.

Adaptive Messaging supports an unlimited number of email addresses and up to eight GSM Modems. If you plan to use Adaptive Messaging with SMS messages, we recommend that you purchase at least one GSM modem with this product (see below for pricing).

Adaptive Messaging includes an extensive message rules system that can automatically “read and reply” to messages. Replies can be context sensitive and can include information collected from SQL databases.

Adaptive Messaging includes a centralised database of all messages so you can track exactly what happened to a message and see all associated messages. A comprehensive Management Console that provides real-time and historical reports is included.

Adaptive Web Assist

Adaptive Web Assist provides Web Chat and Web Call Back facilities so that visitors to a website can request assistance. Chats and Call-Back requests are queued and routed to the next available person with the skills to deal with the enquiry.

Adaptive Web Assist includes a centralised database of all requests with associated user actions and a comprehensive Management Console provides real-time and historical reporting.

Adaptive Contact Centre Bundles

All of the Adaptive modules described on this website work together to provide a fully integrated multi-channel inbound and outbound contact centre. There are various bundles available that suit the needs of type of a Contact Centre including bundles for Outbound Call Centres, SMB Contact Centres and Enterprise Contact Centres.

Adaptive Call Recorder

The Adaptive Call Recorder records all telephone calls that are made and received on ISDN telephone lines. Recordings are stored on a central PC and can be searched for and replayed.

The Adaptive Call Recorder is supplied with five Adaptive Management Consoles. This means that recordings can be searched for and replayed on up to five client computers at the same time.