Experts in voice applications on the contact center trends Heidelberg, September 16, 2011 the Sikom Software GmbH presents itself on the this year’s contact center trends in Frankfurt. The trade fair for modern customer dialogue takes on the 28th and 29th September 2011 in Frankfurt’s Commerzbank-Arena and will give plenty of space including the issues of cloud computing and social media. Booth of B14 in Hall 1, Sikom will enter on these trends and introduce appropriate products and services. Solutions the Sikom Software GmbH in AgentOne sees as a specialist for platform-independent and flexible Contact Center Release 5, the latest version of its ACD solution for, an answer to the challenges of the contact center industry. On the one hand, the solution characterized by general system enhancements, and simplified installation routines. On the other hand the version 5 has numerous new features. Here, the introduction of the reporting data warehouse concept and a new interface for Agentenclient plays and one Supervisorclient important role. Providing an advanced document and Processrouting AgentOne DokManager is one of the innovations.
On the contact center, Sikom explains trends which organisational measures must be taken if voice communication and document-based communication are linked together. The most important highlights of AgentOne, release 5 is one connecting social networks such as Twitter and Facebook. Customer requests that reach companies became increasingly concerned with the new communication channels, can be managed efficiently by intelligent routing”, explains Jurgen H. Hoffmeister, managing partner of Sikom. These elements of the solution fit perfectly fair focusing on social media. Also we want to talk at the booth with interested parties about, what legal aspects are taken into account and which rules are required, when it comes to the integration of social media into customer communication.” Sikom looks at the topic of cloud computing a trend in the hybrid cloud, when a business uses a classic private cloud and additionally uses as a backup for system outages and spikes on the public cloud.
In the field of customer service communication, Heidelberg company’s customers already put on virtual ACD Systems, which are installed on external servers and automatically distribute calls, as well as virtual speech dialog systems, the cloud computing use as operating model. In addition to virtual Dialer, also running as a cloud application, we have implemented now also very comprehensive language platforms for complex tasks. So, a customer uses currently”a voice input platform in the cloud, which operated up to 600 telephone channels in parallel, Jurgen H. Hoffmeister is reported. Because the applications that can be implemented as a cloud computing model, play an increasingly important role for us, we feel content very good hands trends in the contact center.”# end # the Sikom Software GmbH is a leading manufacturer and supplier of contact Center solutions and automated voice applications and is one of the most innovative companies in the field of telecommunications. Based on open standards, Sikom realized powerful and future-proof solutions to optimize communication processes in all industries. Core products of the comprehensive portfolio are the award-winning, multi-modal language dialog platform VoiceMan as well as the Contact Center Suite AgentOne, voice authentication United voice ID, the Sikom AlarmServer and the billing system t.e.o. . Sikom is based on strong partnerships, including his success in major research projects with universities and industrial partners.