Exelysis

The evolution of solution

Exelysis Contact Center

Exelysis Contact Center is a communications framework handling advanced telecom operations

in complex implementations, including:

Call Centers Inbound and Outbound

Integrations with 3rd party

programs (CRM, ERP, PMS etc.)

Unified Communications

Cloud Implementations

Cases with high security needs

Clients benefitting from Exelysis

What you gain

• Intelligent queuing

• Effective predictive dialing

• Interoperability with other systems

Increased productivity

• Modular IVR

• Advanced queuing system

• Most appropriate agent handles each call in the minimum handling time

Reduced call handling time

• Integration and interoperation with 3rd party software

• Each customer communication includes all necessary information

• Each case can close in one call

Better overall customer

satisfaction

• Low initial investment

• Annual support includes all system upgrades and new featuresReduced costs

Only by Exelysis

Advanced Automatic Call Distribution

• With Exelysis Contact Center, each call is flagged according to its unique features (area, purpose, language etc.) and is distributed to the most appropriate agent.

Every call with its own queue

• An agent group acts like a tag that marks calls, specifying which agents can handle a call and with what priority.

Agent Groups to distribute calls

• All calls tagged with an agent group will be added to a dynamic queue, which works on a FIFO basis with respect to the specified priority.

No static queues

Only by Exelysis

Automated Outbound Campaigns

90% Agent Talk Time – Predictive Algorithm

• Exelysis Contact Center’s Predictive Dialing feature uses an innovative algorithm which adapts itself to the quality of the outbound campaign by utilizing statistical information accumulated from the tasks already executed.

• The algorithm is self-optimized for agent time utilization, but can be adjusted easily to improve different aspects, like overflowed calls, silent calls, etc.

• By default, the algorithm offers 75-85% agent time utilization (talk time) and a percentage of silent calls below 0.5% of the total calls dialed.

• With aggressive dialing, most of our implementations usually work at over 90% agent utilization time.

Other Automated Dialing Types

• Preview Dialing

• Broadcast Dialing

Only by Exelysis

Modular IVR

Exelysis Modular IVR provides a platform to effortlessly build rich interactive IVR systems allowing the user to manipulate call flow without necessarily interacting

with the caller

The building blocks of the IVR are modules that perform specific functions and follow some simple flow rules. There are:

• IVR modules

•Flow control modules

•Call control modules

•Database control modules

•Variable manipulation modules

Modular IVR provides access to database, session variables, rich

interaction with PBX, voice playback and recording, DTMF

recognition and visual representation of design elements.

The structure of the IVR script (IVR descriptor) is stored as XML, and can be edited directly with a

text editor. Complementary, a visual designer is provided, giving an intuitive representation of the

comprising modules and basic error checking.

Only by Exelysis

Extensibility and Openness - CTI

Exelysis Contact Center provides fully documented object oriented APIs which allow to extend the system and interoperate with 3rd party software (CRM, ERP etc.)

There are four different APIs provided:

Entity Management Client API that provides the means to create and manage the basic Exelysis Contact

Center entities (Agents, Agent Groups, Retry Policies, Dialing Rules and Rule

Sets)

Task Management Client API whichexposes functionality through which

basic campaign management is performed

Realtime Monitoring API that provides the means to retrieve auto-updating performance objects and utilize their

values as necessary

Agent Client API that provides the means to control real-time agent

sessions. The API provides support for simple agents and supervisors.

• All APIs are provided through .Net 4.0 assemblies

• Exelysis Contact Center provides a set of database tables that store all the logging information, which can be queried to produce custom statistics reports

All featuresInbound Call Handling

Outbound Call Handling

Predictive Dialing

Advanced Queuing

Modular IVR Platform

Call Recording

Agent Management

Campaign Management

Advanced and analytical logging

Real-time and Historical Monitoring and Statistics

Handling of more than one IP PBXs individually or in a cluster

Multi tenant

TDM / GSM / SIP Trunking Support

Take a look – Agent Monitor

Take a look – Real-time Monitor Inbound

Take a look – Real-time Monitor Outbound

Take a look – Entity Management Agent

Take a look – Entity Management Group

Take a look – Agent Client

For more information

Contact Us

sales@exelysis.com

+44 203 3184827