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The AVC One Call Centre application enables service providers to take advantage of the growing market demand for hosted Call Centre solutions, as well as automatic call distribution (ACD) functionality to complement a business customer’s hosted voice services.
AVC One provides a highly scalable, multi-tenant platform for delivering high revenue, advanced Call Centre capabilities to service providers’ customers. Not only will we host the entire service through our high speed network and advanced data centres, we will also guarantee service levels and uptime through stringent SLA.
  • ACD - Quickly route callers to the appropriate agent with the correct skills and in the right priority, using a flexible set of routing policies.
    Ensure that incoming callers never receive a busy signal or no answer, and are greeted with appropriate announcements and hold media (audio or video).
    Queues can include agents and supervisors that span multiple locations, allowing employees to work from anywhere.
    Web-based Agent & Supervisor Desk Clients – Provide a next-generation look and feel for call centre management and options for when, where and how users manage their customers, agents and queues.
    Supervisors and Managers can monitor real-time queue and agent activity, as well as generate in-depth historical data and trends on queues and agents, allowing them to improve performance and ensure that calls are handled efficiently.
  • Users can leverage the full suite of AVC One Unified Communications capabilities, including on-demand conferencing and collaboration
    Enhanced communications within a call centre using group chat and presence tools.
    Guide callers through with self service applications, using voice or video prompts to identify the appropriate queue or agent
    Integrate third-party applications using the standards-based open AVC One APIs and interfaces

UC Architecture

AVC One Call Centre Overview

AVC One Call Centre is an important component of the AVC One’ Unified Communications solution, designed specifically to meet the performance and reliability standards of service providers. The fully integrated call centre application enables the rapid delivery of full-featured hosted call centres, meeting the needs of the most sophisticated enterprise customers and providing new revenue generating services for the service provider. Core call centre functions include intelligent routing and distribution; web-based agent and supervisor clients; and comprehensive reporting capabilities.
The open, standards-based architecture provides application programming interfaces (APIs), allowing service providers to take advantage of AVC One for the core call centre functionality and use technology partners of their choice to complement and extend the solution. Alternatively, the service provider may choose to use applications from leading third-party vendors which are pre-integrated with the AVC One Call Centre application.