MULTICHANNEL ACDCloud-based ACD to manage inbound & outbound traffic

Handle all multichannel contacts by one system!

hosted, managed &made in Germany

Best service for your customersProfessional customer service is paramount for successful businesses. Significant key issues in this context are: “How to distribute incoming calls and emails efficiently?” or “How to involve available users temporarily into the customer service?” 4Com provides the solution: the 4Com Multichannel ACD.

High end-serviceWith the 4Com Multichannel ACD you leverage a multisite, high-end ACD system either cloud or premise-based. Incom-ing calls are routed to the appropriate working groups, and, being a cross-channel solution, the 4Com ACD also manages emails, faxes, SMSs, scanned documents, workitems, tweets Facebook posts, WhatsApp chats and live chats.

The ACD‘s user-friendly web interface provides an ergonomic menu and improves usability. The user interface is designed responsive and adapts to the relevant output medium, e.g. PC or smartphone. You may configure and modify the ACD system settings yourself to meet new challenges in a timely manner. The user interface is available in German and English.

Cloud-based or on-premise?The cloud variant is ideal for companies intending to build up or improve their customer service. It is also the right solu-tion when a multi-site solution is required in order to assign users to virtual work groups or to integrate home offices. Or if you require a professional call distribution for transition or fallback purposes.

The on-premise variant via your private cloud is ideal for companies receiving calls only via a local phone number at a single location where the final call handling is done. The call volume should be relatively high and steady and most of the calls should occur in your local telephone network. The on-premise ACD is also recommended if a switch to a service number is not required or if already activated service numbers shall not or cannot be ported.

BENEFITS OF THE 4Com MULTICHANNEL ACD

Multi-site and very reasonable

The web-based ACD is available via the cloud or on-premise. Various sites and home offices may be included. The accounting is based on the pay-per-use principle. You run the solution without any investment risk.

Service numbers by 4Com To complete your all-in-one solution 4Com provides convenient service numbers and local numbers - including in Germany 0800, international Freephone, 01801 to 01805, 01806, 01807 etc. as well as national and internatinoal geographical service numbers

Multichannel – one solution

Via the ACD’s unified messaging system not only calls but also emails, SMSs, faxes, voice mails, chats, letters, workitems (e.g. Salesforce), tweets, Facebook posts and WhattsApp chats may be distributed.

Fast implementation – no risks

There is no minimum engagement for the cloud-based solution or rather a short minimum engage-ment for the premise-based variant. Implementation takes approx 1 week (cloud-based) or rather 4 to 6 weeks (on-premise). Technical requirements are very low. Maintenance, updates and support are included.

Numerous additional options

Upgrade the Multichannel ACD as currently required: Screen and call recording as well as monitoring or blending with the 4Com Outbound Manager enhance your service. Other 4Com solutions, 3rd party applica-tions and your PBX can easily be integrated.

SOLUTION

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4Com Joint AdministrationWe service our customers in any case – this is part of our “joint administration-concept”. A specific 4Com solution architect is your direct contact for all issues. You can call and email your direct contact or you communicate via WebRTC. This browser function you can use even for your own customer service!

Service number and connection via TAPI & VoIPYour service numbers will best be operated directly by 4Com, the connection costs to the user are included in the price. If the service number shall not be ported or if you use local numbers, they could be redirected to the cloud or premise-based ACD. You can integrate local phone numbers via TAPI. Without additional forwarding fees, calls can be connected to extensions of available users on the same location. Calls will be redirected without call transfer by the ACD via TAPI. This also enables busy detection during call transfer and enables outbound calls via the ACD with your local PBX and flat rate

conditions. Tip: Alternatively, calls can also be transferred via VoIP to the 4Com ACD. Your service center staff can also be connected via VoIP. Therefore a VoIP PBX, softphones or the 4Com Professional Client VoIP all-in-one solution are required (see Professional Client).

Permissions and multi-client capabilityWe provide a master login for your independent configuration. Further accounts with graduated permissions for coaches or team leaders are available as well. To protect your accounts you can specify your own password policy. If the solution should be used for several projects or customers you can handle independent divisions via the multi-client capability.

General settingsYou can manage as many users, groups and mailboxes as you like. Your representatives can work as “users” simultaneously for several telephone lines, different locations and groups. The ACD menu offers ultra-flexible settings like:

• Fixed or dynamic queues• Fixed or individual wrap-up times• Default and special overflow rules• Whispering announcements• User-based conditions such as automatic forced logoff

and ring time• Contact reasons• Announcements and music collections for overflow,

intro, greeting, queue information and mailbox• Easy-to-use upload, integration and replacement of

audio files (e.g. WAV, MP3, OGG, and AIFF)• Voice mail retrieval via phone or delivery by email• Customized call flow via flexible modules• Solutions for toll free queues of fee-based hotlines.Tip: Produce your announcements with professional speak-ers. Or you can generate your own announcements via text-to-speech and upload them.

FEATURES

The user-friendly web interface is designed for customized configu-ration. It allows individual views and a personal favorites menu.

Routing optionsYou can use different routing criteria like:

• Longest Idle• Time of day/business

hours• Origin• Percent• VIP• Preferred Agent/Group

• Last Agent/Group• Graduated prioritization

within a group• Individual conditions via

XML – or HTTP request interfaces

Online Monitor, wallboard and reportsThe Online Monitor keeps you informed and updated about the latest calls as well as important key data on groups and service numbers. Key figures, like service level, or accessibil-ity, are reinforced by traffic light function in the colors green, yellow and red.

Use the wallboard for large monitors to display latest infor-mation to all users. Default reports for billing purposes are available in the online reports. With the automatic report subscription via email, you are always up-to-date.

CockpitThe 4Com Cockpit as the report center allows the professional compilation and analysis of reports. Besides the reporting and graphic generator detailed Business Intelligence func-tions like drill down or associative data search are available. For the daily intraday control you can create individual coach-ing and wallboards views.

MONITORING & EVALUATION

The call flow is displayed in the routing plan. Just point-and-click to adapt it to your current needs.

Key data is displayed in the Online-Monitor. You may hide unimportant data/groups yourself. Dif-ferent views (detail view, alternative view, quick overview) as well as filter and sort criteria are available to select the content which you, personally, want to see.

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User front endThe default user interface is the Basic Client Web. This web application enables all features for call handling.

Additional to these default functions the Professional Client WIN provides further advanced features such as customer information via CTI, contact history, call guideline and transfer via drag-and-drop, text modules, directory, junk call protection, conference call. Additional features are call blending, account and address validation during the call as well as a customized dispatch of fax, email, SMS and letter. The Professional Client is available in several languages.

A softphone is already integrated in the Professional Client

VoIP! An all-in-one offer includes Plantronics headsets with USB stick and wearing state sensors, integrated sound card and 4Com convenience functions for increasing productiv-ity complement the usage. The Outlook Client is also avail-able as add-in for Microsoft® Outlook® plus pop up of data records and direct dial of Outlook contacts.

The recent released Professional Client Web can be deployed without installation. This Client is web-based and offers all features for call handling as well as online monitoring, recording and encoding of contact and break reasons. It can be used standalone or integrated in a web application, like your CRM system. In case the Client is integrated in e.g. Salesforce the related data of the caller is available.

OPTIONS

With the Professional Client WIN all communication channels can be handled. Its interface is customizable via drag-and-drop. The highlight is the cross-channel contact history. The new Professional Client Web (as shown on the right) is web-based and can be deployed without installation. It can be integrated seamlessly in other web applications like Salesforce.

Screen and call recording and monitoring Selected calls can be listened to and recorded via call record-ing and monitoring. All or only particular conversations can be selected, restricted by customer or user side and started automatically or manually. During a recording session, multi-ple start and stop is possible, i.e. for the documentation of a separately required opt-in. Particular sections of a recording can be encoded differently.

In combination with the Professional Client you are able to record and monitor the user’s activities on the PC screen. The configuration for screen recording is comparable to call recording. Additionally, you can define the recording area to your needs: entire screen, sub-areas or selected applications. All recordings are available via FTP or download for 28 days.

Evaluation toolIn the 4Com evaluation tool the recordings can be played back, commented and evaluated via online forms. For tutorials and training different evaluation areas with graduated permis-sions for users and trainers are available. Links to external web pages (like e-learning systems) can be integrated.

Non-Voice communicationBesides calls you easily also integrate emails, faxes, voice mails, SMS texts, scanned letters, documents, workitems, live chats, Twitter and Facebook posts as well as WhatsApp chats. 4Com offers an innovative capacity model: It allows simultaneous editing of multiple chats/WhatsApp chats to optimize employee utilization accordinig to availability and workload. To distribute all forms of messages, different rout-ing options are available. Contact reasons can be specified and the processing can be interrupted by an incoming call. The processing is carried out in the 4Com Professional Client or, depending on the channel, directly in the original system. Every channel can be contracted separately.

Processing workitemsThe 4Com ACD also supports distribution processes from external software applications or web service applica-tions, like SAP, Salesforce or MS Dynamics. These external workitems are distributed automatically to the represena-tives. Handling times and contact reasons are captured. The processing is carried out in the original system.

Classification of non-voice contactsFor improved contact handling first option is the automatic classification. It enables to assign non-voice contacts to particular groups or user skills according to individual filters. For indexing, you can run a search for self-selected terms or regular expressions in the email‘s subject line and body text or for different languages. The concur-rent combination of several criteria as well as multi-level classification is possible. The filter criteria and filter terms, e.g. the customer ID, can be highlighted in color and can be copied to the clipboard of the user‘s PC. Second option is the fully automatic classification by means of AI. Messages are sorted and delievered on the basis of content, language and intention. Messages are routed

ADDITIONAL OPTIONSYou need training?

4Com Academy offers customized training and instruction!

Read more: www.4Com.de/akademie

The 4Com Cockpit as the report center allows the professional compilation and analysis of reports.

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according to the classification in the defined mailbox inputs/outputs and assigned on-site to the responsible groups for the handling. Customized text modules may be suggested by the system. Handling times and other key data are recorded separately.

Outgoing calls via the 4Com ACDOutgoing calls are also possible via the ACD. Your benefit: consistent reports on working hours and productivity, cost center and call reason assignment, individual wrap-up times, blacklists and whitelists.

CustomizationsThe 4Com ACD is very comprehensive and versatile. Never-theless, we are pleased to extend our solution following your needs. Additional features will be integrated at a fixed rate.

„We are extremely satisfied with 4Com ACD, as flexibility is very important to us!“ Michael Schroeder, Head of Customer Service, brands4friends

Integration with other 4Com solutionsThe 4Com ACD is part of the 4Com Suite:

• The 4Com IVR can be used for prequalification and distri-bution of calls as well as requesting customer data.

• Via the 4Com Customer Feedback you perform auto-matic customer surveys via phone or email after call – immediately or delayed.

• The 4Com Live Support Manager enables live consult-ing via chat, video chat, call and co-browsing. Contact reasons and handling times are captured.

• The 4Com Workforce Management enables staff plan-ning and forecast by comparing historical and current data. Alternatively there are further interfaces to other popular providers.

GENERAL CONDITIONS

Security The 4Com Multichannel ACD Systems are air-conditioned, fitted with exterior protection, secured with a backup power supply and password protected in a co-location center within the central network of our partner carrier or rather on-site in the contact center. Each individual system functions in a completely independent manner. Checking routines ensure an extremely high level of availability.

Encryption and data protection Access to the administration and statistical websi-tes of ACD and data import and export functions is password-protected with encryption. The commu-nication of the 4Com Professional Client is encryp-ted. 4Com ensures data protection according the “4Com Data Privacy Agreement for Customer“ and signs on request customer’s provisions.

Support and maintenance The monthly base fee comprises comprehensive software and hardware maintenance of 4Com Multichannel ACD. You are provided with a 24 hour hotline for reporting malfunctions with a defined reaction time of 30 minutes. Set-up support en-quiries can be made free-of-charge during normal office hours.

Capacity 4Com provides sufficient capacity for each custo-mer according to the customer‘s instructions, (the number of subscribed users is at the customer‘s discretion). For the on-premise variant dedicated lines are leased.

Updates The 4Com Multichannel ACD is developed and optimized on an ongoing basis. Several times per year, you will automatically receive updates with

new functions. Any functions requiring payment are optional.

Commercial conditions and Contract period The nonrecurring set-up fee provides the admi-nistration of as many groups, users and mailboxes as you like. Besides the fee base per month, 4Com charges for the pay-per-use variant additionally the usage time of the ACD beeing in the cloud (caller minutes). For the on-premise variant every single channel/license will be charged according to a monthly flat-rate-model. No risks: The cloud-based 4Com Multichannel ACD can be cancelled at any time to the end of the month. The on-premise variant can be cancelled after an engagement for at least six month. Variant minimum engagements are possible. We shall be pleased to advise you!

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As an innovation-driven company 4Com designs all-in-one solutions to optimize ser-vice contacts. We commit ourselves completely to our customer needs since 1994. The web-based modular designed and multi-site solutions are available via the cloud, or on-premise via the private cloud. Our customers leverage the pay-per-use-principle without investment risks. Maintenance, support and regularly updates are included in the monthly basic fee.

The technical implementation of workfl ows and processes is committed complete-ly to our customer needs. As we are focused on technology, our highly specialized software engineers and developers perform and design customizations in due time.

Furthermore we focus on user-friendly and optimized web interfaces. Our customers may confi gure and modify the settings in order to meet new challenges in a timely manner. As part of our “joint administration-concept” our solution architects are the direct contact for all issues - such as change requests, queries or adjustments.

CREATING SERVICE EXCELLENCE 4Com SUITE

• Multichannel ACD

• Outbound Manager

• Email Management

• Service Numbers

• Cockpit

• Screen- & Call-Recording

• Customer Feedback

• Workforce Management

• Messenger

• Self Services

• Multimedia Wallboard

• Live Support Manager

• Corporate Call Assistant

• Conference

• Bots & AI

• Unifi ed Desktop

4Com GmbH & Co. KG | Hamburger Allee 23 | 30161 Hannoverwww.4Com.de | solutions@4Com.de | Fon +49 (0) 511 300 399 - 03

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