HIGHLIGHTS

 UNPRECENDENTED AFFORDABILITY

 LEVERAGES EXISTING INFASTRUCTURE

 INTEGRATED VOICE RECORDING

 INTEGRATED CONTACT MANAGEMENT

& KNOWLEDGE BASE

 MODULAR APPLICATIONS WITH A LOW

ENTRY COST AND EASY UPGRADE PATH

 WORKS WITH ANY SIP BASED IP

HARDPHONE OR SOFTPHONE

OVERVIEW

Customers’ acquisitions and retentions are the top concerns in MySQL, Php) stack and the proven and
all organizations. Increase pressures to deal with lower budgets, robust Asterisk IP Telephony as part
competition, and sophisticated customer expectations for of the communication solutions. CIS
provides a comprehensive suite of
services and interactions in the traditional and emerging social
modular application that is required to
networking are some of the daily challenges in small and operate and manage a contact center
medium enterprises of the new age. efficiently. It is designed to allow
Compared with larger enterprises, Center solution for small to midsize contact center to add on the module
the small to midsize business have operations, meets these objectives. as and when the business requires it
to drive and increase productivity CIS enables organization to adopt thus enabling a lower entry cost.
throughout the organization with an large enterprise solution that
efficient support team. This needs improves business and operation
to be achieved by optimizing efficiencies, location independence,
resources and expertise across the and an efficient deployment model…
business, while lowering operating all at a price point targeted for the
expenses. Accordia Customer small to midsize setup. It utilizes the
Interaction Suite (CIS) IP Contact open source LAMP (Linux, Apache,
MySQ
Features Overview
 Unlimited Skills
 Integrated Auto Attendant &
Voice Mail
 Integrated IVR
 Integrated Voice Logger
 Computer Telephony
Integration (CTI)
 Out Bound Dialer
 Web Based Application
 Comprehensive Web Based
Reports
 Integrated easy to use contact
management and knowledge
Base application
 IP Agent
 Works with any SIP based IP
Soft Phone or IP Hard Phone
 Integrate to conventional PBX
via standard T1 / E1 or SIP
Trunk
Accordia Customer Interaction Suite
(CIS) IP Call Center provides an Call Center Manager is given the
integrated solution that includes flexibility to choose whether inbound
Accordia Automatic Call Distributor calls should be routed to the first
(ACD) Routing Engine for both group available agent, most idle agent, or
and skills based routing. It is agent with skills that best match the
developed on top of the proven and customer’s needs. Targeting
robust Open Source Asterisk IP specifically, the micro, small, medium
Telephony platform that has been and virtual contact center with single
deployed in many countries world or multiple sites, Accordia CIS has the
wide. Accordia ACD comes with an solutions that you need to manage
unlimited Greetings and Busy and grow your business.
Announcement Prompts without
additional external announcement
devices. The built in Voice Recording
application allows Call Center
Manager or Supervisor to perform Call
Quality Monitoring as well as manages
call disputes by listening back to the
agents conversation in the call center.
CIS helps businesses meet and exceed
the service level expectations of their
customers, while driving employee
productivity and controlling
operational costs. Accordia CIS is an IP
Modular Solution
based Automatic Call Distribution To Grow With Your
(ACD) that maximizes routing and
resource selection, allowing agents to Business Needs
handle calls effectively and improving
overall productivity in a single or
multiple location seamlessly.
Business Benefits
By leveraging on the right resource
at the right time , calls are routed
to the right resource based on
callers requirements in order to
ensure the call center achieve its
call answering service level,
reduces abandon rate and fulfill the
organizations commitments and
operational efficiency.
Accordia CIS Reporter provides
performance reporting on all real
time and historical activity that is
pivotal in any call center setup
Agent or system initiated preview
dialing improves costly proactive
customer contact issues. From
outbound callbacks to targeted
outbound campaigns, Accordia CIS
uses simple and effective outbound
dialing tools to increase the
performance of customer contact
in an outbound call environment.
Expand call center agent
knowledge with customer history.
Accordia CIS Contact Management
history displays a list of previous
customer contacts and gives the
ability to view any contact to
ensure more consistent service.
Whether you are in Customer
Service, help desk, Telemarketing,
Collections, Customer Support or
in any vertical, Accordia Voice
Logger allows you to store and
track important conversation for
training as well quality assessment.
Requirements:
- English
- Printers
- Tech Support
Best Match Agent with skills set :
English + Printers + Tech Support
Accordia CIS IP Contact Center  CIS CTI - Computer Telephony
Solutions is a comprehensive web Integration for CRM Screen Pop
based contact center solution that and Data Base Routing
simplifies customer interaction
 CIS CM - Integrated Contact
management. CIS comes with the
Management for quick contact
following module:
lookup and append notes to the
 CIS ACD - Skills Based Routing ACD contact
Module comes with a set of
comprehensive web based real  CIS KB - Integrated easy to use
time and historical reports for Knowledge Base Management for
management analysis FAQs, Sales, Marketing and
Technical Support Information
 CIS IVR - Integrated Interactive
Voice Response System comes
with unlimited number of Auto
Attendant greetings, busy
announcements
 CIS VL - Integrated Voice Logger
for call quality monitoring
 CIS OD - Integrated OutBound
Dialer for telemarketing, tele-
surveys and collection campaigns
 CIS CB - Integrated Call Blending
increase agents productivity and
utilization rate
 CIS - Soft Wall Board
All-in-one Communications Suite
Unlike the conventional solution that
has a silo approach with disparate
systems that leads to bad interfacing,
data duplication, operational
inefficiency, and high total cost of
ownership, Accordia CIS is developed
with an integrated approach that
minimizes what use to be a very high
integration cost. To serve today's
multi-contact customer, Accordia CIS
all-in-one approach leverages
seamless component integration, and
offers next-generation capabilities for
inbound, outbound and blended
campaigns for customer support,
telemarketing or collections in contact
centers.
Accordia CIS Increases Call Center
Agent Productivity - Accordia CIS
provides a fully integrated contact
management solution that empowers
your agents to deliver competitive
customer service, lowers operating
costs, increases agent efficiency and
effectiveness, and helps you make the
most of every customer interaction.
With Accordia CIS, you have a
powerful assortment of features,
capabilities and applications to meet
all of your call center needs.
Flexible, Scalable, Integrated
Accordia CIS contains highly flexible
applications that leverage your
investments in other productivity
initiatives. Accordia CIS contact center
application provides rich and reliable
functionality specifically targeted at
improving customer interaction
management in a contact center
environment.
Accordia CIS Benefits
Improve call-routing flexibility:
Skills based routing capabilities ensure
calls or contacts are routed to the
suitable agent with the skills that
best match callers’ needs in a timely
manner avoiding unnecessary call
transfer.
Reduce costs, increase efficiency
By improving call routing efficiency
couple with a set of comprehensive
real time and statistical reports helps
call center manager in resource
planning
Deliver personalized service
With Caller ID and account number
presented to the call center agents
based on callers input to Accordia
Interactive Voice Response or
phone number identification by
the telcos, caller’s name and
information can be retrieved
automatically via computer
telephony integration (CTI) to
screen-pop a CRM application
or Accordia Contact Management
screen.
Minimum Servers Requirements
Application & Database Server:
Intel Xeon Quad Core, 8 GB RAM,
2x500GB HD, Supported OS: RHEL or
CentOS
Reporting Server:
Intel Xeon Dual Core, 4GB RAM,
2 x 500GB HD, Supported OS: RHEL or
CentOS
Client PC:
1 GB RAM, Mozilla or Google Chrome
Web Browser
To learn more about Accordia CIS Call
Center Solutions, please contact
your Accordia Client Executive
or Accordia Authorized
Business Partner or email us at
sales@accordiasolution.com
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All Rights Reserved