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Contact Center (CC)

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Accordia Contact Center Solution

Our industry-leading skills-based routing application offers a cost-effective Automatic Call Distribution (ACD) solution without compromising on functionality.

We tailor our contact center to suit your business needs, whether On-Premise or Cloud-based. With our On-Premise option, all software and hardware are located in-house, providing full control and customization options. However, as remote work becomes more prevalent, businesses are transitioning to Cloud-based Contact Centers to support omnichannel teleworking and enhance customer experiences from anywhere, at any time.

Make the shift to Cloud Contact Center and reap the benefits of seamless omnichannel support, empowering your workforce to thrive in today’s dynamic work environment.

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How does Accordia’s Contact Center (CC) works?

Accordia’s Contact Center utilizes skills-based routing (SBR) to optimize call distribution and resource utilization, thereby enhancing agent efficiency and reducing operational costs. Developed on the reliable Asterisk open-source IP Telephony system, CC offers Virtual Call Routing and IP Agents for multi-site organizations, maximizing resource utilization across all locations.

Additionally, CC seamlessly integrates with traditional circuit-switched (Analog or ISDN) and SIP networks, as well as hybrid environments. This allows businesses to leverage their existing hardware and software investments while adapting to evolving customer expectations and the remote work culture.

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Benefits of Accordia’s Call Center Solution

Improves call-routing flexibility

Accordia Call Center’s skills-based routing ensures calls or contacts are directed
to agents with matching skills, minimizing unnecessary call transfers.

Reduces costs and increases efficiency

Enhanced call-routing efficiency, combined with comprehensive
real-time and statistical reports, aids call center managers in resource planning,
leading to cost savings and improved efficiency.

Flexible and scalable

Our solution is scalable, allowing you to adjust capacity according to demand,
ensuring you only pay for what you need.

Delivers personalized service

Caller ID and account information are presented to agents based on callers’ input,
enabling personalized service. Automatic retrieval of caller information
via computer telephony integration (CTI) further enhances the customer experience.”

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Transform Your Customer Service with
Cloud Contact Center Solutions

Embrace the Future of Customer Engagement and Work Flexibility

Experience the Cloud Advantage Request for a demo

Accordia Global Sdn. Bhd. leads the way in Contact Center Solutions development. With our ISO/IEC 27001:2022 certification, we prioritize security and reliability in all our offerings. Discover how our innovative solutions can transform your business.

+603 5569 9816

enquiry@accordiasolution.com

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