Virtual ACD from Spoken

The first to virtualize the most trusted name in call distribution Avaya Virtual ACD

Spoken's virtualization of one of the most popular ACDs brings agility, scalability and reliability to the contact center switch. Upgrade your switch without the capital expenditure or enable a remote agent work-from-home model. Avoid peak capacity charges during periods of low call volume with the per-minute model, all using trusted Avaya infrastructure enhanced with a layer of Spoken innovation.

 

Remote agent whitepaper
 

 

PRODUCT SHEET

Virtual ACD Product Sheet

Overview

Conversational IVR Avaya Virtual ACD
Remote Desktop
Call Recording
Performance Big Data Voice Assessment Secure Data IVR

According to Forrester, 35% of companies have plans for expanding contact center functions to the cloud and expanding home agent programs over the next 12 months. The advantages of moving call center functionality to the cloud are undisputed: avoiding huge capital outlay for infrastructure, reducing IT maintenance staff requirements, reducing facilities costs and gaining the flexibility and scalability required for rapidly-growing contact center services. Spoken's innovative virtualization of a best-of-breed ACD provides contact centers of all sizes access to a cloud platform without lengthy implementation periods or legacy integration misfits.

The Spoken Enterprise Cloud

  • Turn capex to opex
  • Enable remote agents to work from home
  • Avaya enterprise-class hardware and Cisco network equipment
  • Eliminate or reduce license fees
  • ACD Operations Dashboard with real-time views

Democratic data reporting

The key to understanding contact center operations lies in the ability to analyze the wealth of data processed daily by the virtual ACD, the beating heart of the call center. Spoken has improved accessibility to call data by replicating the data into a SQL database, which in turn supplies rich data feeds that can be sliced and diced to inform business decisions. Whether you choose to receive rich data reports or have Spoken integrate the data feeds directly with your legacy backend systems, the Spoken platform provides unprecendented access to call data.

Additionally, Spoken's ACD Operations Dashboard offers real-time views of live ACD call statistics, allowing one-click drill down into individual call details as well as staffing analytics to identify actionable trends. The deep stream of ACD data is efficiently curated into accessible graphs, enabling immediate analysis and action for managers and administrators, all from a web-based console.

Technology agnostic integration

Spoken's enterprise cloud platform is technology agnostic, appropriating the best tool for the job, regardless of brand and vendor affiliations. We offer the best of Avaya, Cisco, Citrix and Spoken technology and offer our customers a choice. This flexible approach allows organizations to integrate, extend or replace their current infrastructure. The Spoken team works with an organization's existing infrastructure and software to determine which components are the best candidates to replace, extend or integrate into the cloud platform in stages for a friction-free cloud integration.

ACD Specifications

  • Avaya switch ACD R15 8700 series
  • Up to 10,000 concurrent users
  • VOIP capable
  • N+2 multi-state and colo failover and DR capabilities
  • Voice gateway Cisco 5400 series routers
  • ACME Session Border Controllers