Cloud and hosted solutions are gaining popularity among call centers, and the technical and financial advantages are clear: purchasing an ACD outright involves a huge capital outlay and crippling maintenance responsibilities, including facilities costs, maintenance and staff costs and time and usage lost due to maintaining moves, adds and changes. Spoken’s innovative virtualization of an Avaya switch allows your call center agility, flexibility and scalability, whether your agents are in the call center or working from home.
Solving the translation challenge
Spoken’s Hosted ACD solves a frustrating problem: all the data from the Avaya system doesn’t translate easily to a usable format on your reporting platform. Spoken inserts a replicated CMS that sits in between an off-the-shelf Avaya system, including all the call management system and data feeds about incoming calls, and your back end system (reporting servers and workforce management) and translates all the data in the feed into a usable format that the back end CMS can easily manipulate and integrate into the reporting system.
Specifications
- Avaya switch ACD R15 8700 series
- Handles up to 10,000 concurrent users
- VOIP capable
- N+1 multi-state and colo failover and disaster recovery capabilities
- Voice gateway is a Cisco 5400 series router
- Matching router in the prime location plus two additional routers at second location