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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.
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PowerX2011™ telecom server supports distribution of communication on the
following channels. They are:
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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:
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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.
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The purpose of AED is to extend communication channels to beyond the normal
voice calls. These communication channels include:
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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.
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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:
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