Blue Bolt ACD. Key Benefits

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1 Blue Bolt ACD Key Benefits Can be run locally, in cloud or in hybrid environments Wide option of additional customized applications Easy to integrate with 3rd party applications Advanced reporting and monitoring Flexible and scalable ACD System Social Media integration and UC NGN and TDM trunk integration Skill-Based-Routing CTI Integration

2 Blue Bolt ACD: enhanced features, delivering a Unified Communication Platform for contact centers. With its embedded Media Gateway Module the Blue Bolt ACD is capable of integrating TDM trunks with all kind of known protocols, for example E1 or T1, and it also supports SS7 protocols. A focus on Skill-Based-Routing - or alternatively any other fixed or dynamic routing option if preferred - allows for increased flexibility and a maximum of control over every inbound project. The Blue Bolt ACD (Automatic Call Distribution) system has been specially designed to provide demanding customers with a top-featured ACD solution with full integration into high-level NGN environments and corporate infrastructures. It is a flexible, customizable and scalable solution that efficiently supports any corporate customer service at inbound missions. The Blue Bolt ACD is very flexible in regards to its integration options, offering either H.323 or SIP support on the trunk side and SIP on the extension s side. The Blue Bolt ACD not only covers all traditional ACD functionalities, but also integrates a set of

3 General Features: The handling of waiting queues is flexibly adaptable to individual business needs and the integrated IVR module allows for integration of voice announcements and creating of further escalation procedures for business security purposes or for continuity of the service chain, e.g. adding a mailbox or interacting directly with the caller (like e.g. informing about the availability of the next agent or provide the option of changing the requested skill in order to allow for the shortest time to talk to an agent) which is helpful in increasing the customer satisfaction. The Blue Bolt ACD comes with an integrated call recording module that can be disposed of according to A general recording of all calls can be defined or just specific calls of specific agents or e.g. only calls where the caller has previously explicitly given his permission to the recording. Also, as auditing and supervising are essential procedures for call centers to ensure continuous quality and meet established SLA s, the Blue Bolt ACD also provides direct access tools adapted to the needs of Auditors, Coaches and Supervisors. One of the key modules is the reporting and supervising one. It provides project specific and agent specific reports in order to track down the call center and agent performance. the individual project needs.

4 General Features: Feature Included Optional Feature Included Optional Automatic call distribution Queue Prioritization Audit Module PBX Automatic distribution Skill Based Routing Automatic Fax distribution SS7 Support Automatic SMS distribution TDM Trunks Billing Module Text to Speech Call Queues Unified Communication Call Recording Voice Announcements Conference Bridge Voice Mail Box DTMF support Voice Recognition Hunt Groups VoIP Extensions IVR VoIP Trunks Music on Hold Web Call Back Outbound Dialer WebRTC integration Upon request it is also possible to deliver a tailor-made ACD system based on customer-specific requirements and needs. Get in touch with us and we will discuss and analyse your project.

5 Reporting Features: Feature Included Abandoned Calls By Group ACD Report ACD Statistics Agent Occupancy Agent Performance Call Detail Records Call Summary by Group Group Performance Group Statistics Seat Occupancy Service Level by Group Trunk Statistics All reports can be run in real-time or for historic stored data. All monitoring information can be displayed over the monitoring application or screened to a wallboard or to the Agent application.

6 Get in touch: TGA Systems GmbH P Schwetzinger Str. 19 f Viernheim, Germany q p E H f t y s f t y s /tgasystems

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