ACD-Customer Service. Queue Manager Enterprise. The welcome solution you want. Imagicle ApplicationSuite. for Cisco UC.

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1 Imagicle ApplicationSuite for Cisco UC cross platform for SKYPE FOR BUsiNEss The welcome solution you want. Copyright Imagicle spa Brands cited must and will be considered as registered brands property of their respective owners.

2 The most powerful ACD your Customer Service needs. Imagicle Queue Manager is the automatic call distribution software that lets you manage auto-attendant menu with IVR features and advanced queuing, sending calls to different operators based on their status, letting you analyze queues in detail thanks to advanced statistics. Works with or without Imagicle Attendant Console (client PC) for help desk, call center and operator desk services. for CISCo UC Designed for your Cisco Communications Manager, BE6K-7K, HCS. cross platform Ideal for Avaya, Aastra, Alcatel, Unify (Siemens) platforms and for other UC systems. for SKYPE FOR BUSINESS Complete your Microsoft Skype for Business, adding those missing services users can t miss. 1

3 Six good reasons to love. find out more about Complete and advanced. Supports multiple queues for auto-attendant and advanced distribution algorithms, calendar management and camp-on. Messages for everyone. Different, customizable welcome messages. Preconfigured in six languages. Ready for Call Centers. Hold & Wrap-Up and Pull distribution algorithm to autonomously decide when the next call should be taken. Complete control. With historical statistics via web and real-time Supervisor on a Windows or ipad client. With Attendant Console Fully integrated with the Imagicle Attendant Console. alone as well. Independently of the Attendant Console, it shows queued calls even from the telephone. 2

4 Don t make your callers wait. Every moment counts. Welcome them right away. Time spent on hold is time during which your clients form their first impression of the company. A quick answer by the right person is essential for your customer service, as are lost calls and the quality of service provided. simplifies and improves incoming call management with queues, advanced distribution algorithms and customized messages, giving you total control of the service with analysis of historical data in real time. 3

5 Hello! All clients get the answers they expect. Thanks to the auto-attendant capabilities with IVR menu (optional module) and the waiting queues supporting different distribution algorithms, calls are sent to specific queues where the most appropriate operator (skills, importance of the client, availability and other criteria) answers the client s request as quickly as possible. Personalized welcome Imagicle Attendant Console è la soluzione software di messages posto operatore in che different si integra perfettamente con Imagicle ACD per semplificare e migliorare la gestione delle languages chiamate in ingresso. depending Per on crearla the time abbiamo of passato day. al vaglio ogni singola esigenza degli operatori telefonici: è così che siamo The application includes professional messages arrivati in six languages ad una (English, interazione Spanish, mai French, vista prima tra telefono German, Italian e PC. and Arabic) plus hold music. Mille Can be piccoli configured dettagli according che uniti to time creano of day un interfaccia or semplice, holidays, with bella specific e che treatment mettono for when tutto offices a portata di click. are closed (e.g. transfer to voice mail). Each queue can have its own language and the messages can be easily customized with a new audio file. 4

6 If you can t measure it, you can t improve it. Measuring performance has never been simpler: preconfigured reports let you analyze volumes per queue, hold times, distribution per result (dropped, outside business hours, served, etc.), average call management times, distribution of calls per operator, and much more. You can also schedule reports to receive them regularly directly in your . Monitor service levels in real time. Using the Imagicle Supervisor mobile app or directly from the dashboard in Blue s Attendant Console, you have complete and up-to-date control of queues and operators so that you can intervene in the event of a disruption. You know exactly how many operators are available for each queue, how many are taking calls, average response times, how long they stay logged on, how long they are on the line, and much more. Ideal for operators and Call Center agents Ideal with Blue s Attendant Console to interact with queued calls, selectively log on or off queues, automatically or manually put calls on hold, display the call list per queue with hold times and much more. Plus, thanks to integration with Speedy Enterprise, you see the caller s name and number and can give preferential treatment to certain clients (Vip). 5

7 IVR Module for Empower your customer service with IVR features inside your ACD. IVR Module is natively designed to work with the Imagicle ACD to provide a complete Customer Service solution. The IVR Module allows to associate the selection made by the customer to a specific queue set up in the Queue Manager Enterprise, where, according to different distribution algorithms, the most appropriate agent will answer in the shortest time possible. You can also trigger the IVR service only in the case when no agent is available on the queue, in order not to let the customer waiting too long without an answer. Always under control. Imagicle Supervisor is the free mobile client solution of and together they can take your Customer Service to the next level. 6

8 MAIN FEATURES Deployment Scalability Provisioning QUEUE MANAGER ENTERPRISE rel. Spring 2016 This product is included in the with all the other apps of the suite, available as a setup package for installation on any virtual machine/physical server or through a ready-to-deploy Virtual Appliance. 100 operators and 120 channels for queued calls per instance (physical or virtual), maximum 100 queues. Multiple instances supported. Manual or automatic from CuCM via AXL or Microsoft AD, LDAP/OpenLDAP systems and CSV files. SUITE (included) High Availability Active Hot Standby, either on same DC or different DC (Disaster Recovery). System alarms Queuing and messaging Camp On IVR Auto-attendant User experience Report Yes, via and SNMP. Flexible and powerful queue configuration with audio messages and distribution algorithm through web interface based on day/night/holiday schedules. Yes, can transfer calls to busy extensions with automatic queuing until available or return to the operator after timeout. IVR module (optional) with super easy 3 steps web wizard to define IVR services. Paired with Blue s Attendant PC client, it guarantees a complete attendant console solution, with advanced queuing and statistics functions. Without Blue s Attendant for advanced ACD functions with operators who can log on or off directly from their telephone. Yes, complete pre-set reports per queue and agent via web interface. Supervisor Hybrid scenario support Globalized Dialing Plan (E.164) support Protocols and codecs Multi-tenant / shared instance support Multi cluster support Yes, via PC (Blue s Attendant dashboard) and free ipad app. Available on a project basis. Yes Based on the SIP protocol, supports both G.711 and G.729. Yes, by partitioning visibility to queues and related reports. Yes, with non-overlapping dialing plan and same UC System version across the clusters. Languages sales@imagicle.com T