Home | Products | Support | About Us | Contact Us

Current Location:GrowHill.comProducts Automatic Event Distribution BenefitFeaturesEnquiry
In today's progressive technological environment, it is only natural for companies to move towards offering customers contact points from multiple communication channels. There is also growing concern on how best to manage these different contact points to continue to provide customers with positive experiences without causing too much strain to limited existing resources.

Automatic event distribution (AED) is a powerful multi channel distribution engine within the PowerX2011™ telecom server. It is an integrated communications platform which brings together voice over PSTN (Public Switched Telephone Network), Voice over Internet Protocol (VoIP), email, voicemail, text chat, facsimile transmissions, Short Message Send services (SMS) and PBX services connectivity in a single multi channel contact centre platform and manages the communication from and to the different channels.
PowerX2011™ telecom server supports distribution of communication on the following channels. They are:
  • voice over PSTN/trunk call distribution
  • kiosk call distribution
  • email distribution
  • voice mail distribution
  • text chat distribution
  • web call/voice over internet protocol (VoIP) distribution
  • fax distribution
  • SMS distribution
  • Offering multimedia customer interaction is a complex task. Careful considerations have to be made in light of the following before a decision can be reached:
  • customer expectations on service standards
  • skill sets of staff and talents required for different media types
  • common talent requirements amongst the different media types
  • backlog
  • differences in cost for each communication channel
    The PowerX2011™ telecom server can help companies obtain the best results from their multi channel contact centres by including special tools and features for the many automatic event distribution engines running on one platform within a single scalable unified architecture.

    When incoming communication is received, AED automatically identifies the type of the incoming communication such as SMS, email, etc from multiple sources and applies GrowHill’s unique and new generation of IntelliQue™ technology based on a wide range of event distribution rules to route the communication to an appropriate destination for that channel. The destination can be a skilled agent for that specific channel, another local or remote Contact Center, an IVR, an auto response or an announcement. This ensures that customers receive maximum satisfaction from all contact points offered by the company.

    The purpose of AED is to extend communication channels to beyond the normal voice calls. These communication channels include:
  • voice over PSTN (Public Switched Telephone Network)
  • voice over Internet Protocol (VoIP)
  • voice mail
  • Short Message Send services (SMS)
  • facsimile
  • email
  • web chat
  • video conferencing
  • The use of AED is usually associated with customer contact centers or customer care centers. Every company has a de facto customer contact centre where one or more groups of users are assigned the task of handling incoming communication from customers. They could be customer service, helpdesk, support, complaints, sales enquiries, or general enquiries. The customer contact centre is formalized into a department or section in larger organizations.

    The variety and capacity of PowerX2011™ telecom server’s AED can be easily configured to meet the needs of any company regardless of size. As all services from the different communication channels are on one platform, small offices save on installation and maintenance of equipment. They also save on monthly connection charges by obtaining both voice and data services from a single digital line instead of multiple voice grade lines. This enables them to implement the same sophisticated Contact Center capabilities as their larger enterprise competitors but on a manageable smaller budget. These savings are manifested for larger corporations. As larger organizations have more staff and require more extensions forming more workgroups, they benefit substantially from the savings derived by spreading the set of services to more users. As the resources are highly scalable, they do not suffer from any loss in performance. With AED, the PowerX2011™ telecom server is a complete solution to serve customers efficiently over any communication channel.

    Benefit of Automatic Event Distribution

  • More customers: Communication is not confined to voice calls only. Companies can reach a larger customer base by introducing more access channels.
  • Greater convenience to customers: By offering different types of communication channels, it gives both agents and customers greater convenience as they can communicate via their preferred modes. For example, a customer may send a facsimile transmission to the company and request for a reply by email.
  • Consistency across all delivery channels: Using AED to distribute the communication ensures that companies which provide communication on different channels maintain the high quality customer contact experience regardless of mode of communication.
  • Easier data collection: By assigning appropriate workgroup to handle specific communication channel, it is easier to collect statistical data and analyze the data for each workgroup and enable more effective online monitoring.
  • Specialization: By assigning appropriate workgroup to handle specific communication channel, companies can save money on training investments for entire workgroups and reap the benefits of specialization such as the ability to handle a larger volume of calls and less skilled staff manning each communication channel.
  • Improved quality of customer service: Customers can also benefit from the professional attention they receive from the specialized workgroups.
  • Higher staff productivity and morale: As all agents within the workgroup handle the same common communication channels, it is easier for agents within the group to share ideas and mentor each other.
  • More efficient staff utilization: By prioritizing the tasks of the agents, the company can make greater use of the staff resource to multi task and handle more communication channels. With the help of PowerX2011™ telecom server, the company can make full use of its agent resources. For instance, the company can assign a workgroup to manage communication from voice over PSTN and VoIP since both are voice calls. It can also add voicemail to this workgroup since it is played back as voice messages. If this company decides to form an ad hoc workgroup for a special promotion where responses may come from different communication channels, PowerX2011™ telecom server is able to convert the communication messages into a single form so that the agents do not need to switch to different equipment when handling the promotion. The PowerX2011™ telecom server applies a unique text-to-speech technology to convert email messages, facsimile messages, SMS messages, web chat, and any other text based communication into voice messages. It also has a special speech recognition technology to convert voice calls and any voice based messages to text. In this way, the PowerX2011™ telecom server enables the company to effectively organize its agent resources to multi task to greatest advantage.
  • Faster response to callers: Prioritizing the communication channel and assigning workgroups for different channels enable staff to be able to respond quicker to the incoming communication.
  • More effective handling of traffic, especially during peak periods: Prioritizing the handling of communication and assigning work groups for different communication channels help agents to carry their tasks in an orderly manner amidst the huge volume of communication, especially during peak periods. Imagine a Contact Center handles about 10,000 enquiries during peak periods from different communication channels. If the company has the AED feature, PowerX2011™ telecom server will quietly distribute the communication amongst the different destinations without overwhelming each agent with telephone rings, email messages and facsimile transmissions arriving at his desktop simultaneously.
  • Top

    Features of Automatic Event Distribution

    The PowerX2011™ telecom server is equipped with many features and advantages that help companies and Contact Centers alike to meet the demands of customers' expectations. These include the following:
  • Complete range of communication modes: This empowers the company to extend its goods and services to a larger customer base while allowing decision makers a wider choice of channels to allocate resources.
  • Wide range of event distribution engines: The availability of many choices makes it easier for the company to select the most appropriate distribution engine to be used to optimize resources to handle all the communication types.
  • Multi-event distribution: The system can route incoming communication from more than one communication mode to one agent.
  • User-friendly self-configuration tool/interface: Supervisors do not have to go through complicated training in order to use the interfaces when allocating resources.
  • Real-time communication statistics: This enables more accurate monitoring of customer service level. It also gives supervisors and managers immediate opportunity to address any bottlenecks in the workflow to safeguard the quality of service.
  • Dynamic call flow: The PowerX2011™ telecom server is powered by GrowHill's unique and new generation of IntelliQue™ technology known as Dynamic Call flow Processing Unit (DCPU). It interacts with the live data from the Real-time AED Queue Statistics and accesses the powerful PowerX2011™ matrix to analyze the call flow situation. In this way, it is always applying the latest traffic analysis to effectively direct the call to the most appropriate destination.
  • Quick response to event distribution to meet customers' service level
  • Screen popup: The screen popup on the agent's computer monitor serves to alert the agent on incoming communication such as email, fax, etc. This is possible with the installation of the optional CTI (computer telephony integration) feature.
  • Web page push/Co-browsing: This brings customer interaction to a higher plane.
  • Tools for prioritizing the choice of communication channel: A user-friendly interface is provided for supervisors to specify the order of receipt of communication from different channels and the order of the user/workgroup assigned to handle communication from each channel.
  • Many other user-friendly tools: This enables companies to plan ahead and prepare their agents to be suitably trained, handle backlog and staffing possibilities for example pooling/blending, task switching, dedicated mapping/specialization, etc.
  • Top

    Terms and Conditions