myContactCenter · ACD platform
Every enquiry finds its way.
Calls, chat, email and fax come together in one interface. myContactCenter recognises the request as the customer describes it and routes it to the team that can resolve it.
Developed and supported in Trier, Germany.
Simplified view of call distribution
Example view — tiles and queues freely configurable
Channels
It does not matter how your customer reaches you
| Channel | What is recognised | Can be automated | Handed to |
|---|---|---|---|
| Phone | Spoken request, language, data within the sentence | Announcement, bot dialogue, call-back slot, voicemail | Agent by skill |
| Chat | Intent, language, customer reference | Answer from the knowledge base, appointment booking | Agent by skill |
| Subject, priority, case reference | Acknowledgement, assignment, forwarding | The responsible mailbox | |
| Fax | Sender, document type | Filing, assignment to a case | The same inbox |
Modules
Three things that noticeably lighten the load
We build communication modules for businesses. A complete system that works from the first call, with no toolkit to assemble first.
Everything in one interface
One client for every channel. Your people stop switching between four programs to close a single case.
Unified Client · Auto Attendant · Smart voicemail
Understands what it is about
Speech is transcribed and the intent behind it recognised. “I would like an appointment tomorrow” becomes a booked appointment.
Speech recognition · speech synthesis · bots · translation
Shows what is happening
Spot bottlenecks before they develop. Afterwards, explain why availability on Tuesday differed from Friday.
Real-time dashboard · interactive dashboard · reports
Graphical process designer
You decide the path an enquiry takes
No support ticket, no waiting for the next release.
01 ARRIVAL
Channel and number
These set the starting point, opening hours and first announcement.
02 RECOGNISE
Read the request
Speech recognition captures the content and extracts the data from it.
03 DECIDE
Settle or hand over
The bot resolves the request itself or passes it to the right agent.
04 FOLLOW UP
File it
Transcript and call notes go into the CRM automatically.
In use at
myContactCenter in our partner network
Our partners also present myContactCenter. Read their own product descriptions here:
Insights
What is changing
Regulation, technology and operations — briefly explained for contact centres in mid-sized businesses.
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Customer service on social media: how service teams stay on top of comments and direct messages
73 percent expect a reply on social media within 24 hours. How small service teams can organise ownership, public replies and case…
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Call recording and AI transcription: what German data protection rules ask of service teams
An announcement alone is rarely enough: the consent, deletion periods and access rules service teams in Germany should set for call recordings…
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Live chat on your website: how small service teams can reply fast
An average of 23.6 seconds to the first reply: how to staff live chat realistically, offer it honestly and hand over to…
Book a demo
We show the system running on your workflows
No obligation, around 45 minutes. Bring your most awkward routing case — that is where you learn the most.
