myContactCenter · ACD platform
Every enquiry finds its way.
Anruf, Chat, E-Mail und Fax laufen in einer Oberfläche zusammen. myContactCenter erkennt das Anliegen, während der Kunde es formuliert – und leitet es an die Stelle, die es lösen kann.
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
Wir bauen Kommunikationsmodule für den B2B-Bereich. Kein Werkzeugkasten, den erst jemand zusammensetzen muss, sondern ein System, das ab dem ersten Anruf arbeitet.
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
Gesprochenes wird transkribiert, die Absicht dahinter erkannt. Aus „Ich hätte gerne morgen einen Termin“ wird ein gebuchter Termin.
Speech recognition · speech synthesis · bots · translation
Shows what is happening
Engpässe sehen Sie, bevor sie entstehen. Und Sie können hinterher belegen, warum die Erreichbarkeit am Dienstag anders war als am Freitag.
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
Der Bot erledigt den Fall selbst oder reicht ihn an den passenden Agenten weiter.
04 FOLLOW UP
File it
Transcript and call notes go into the CRM automatically.
In use at
Insights
What is changing
Regulation, technology and operations — briefly explained for contact centres in mid-sized businesses.
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Contact Centre Quality Assurance: Why Reviewing One Percent of Calls No Longer Works
Traditional quality management reviews around one percent of all conversations. AI-supported speech and text analytics makes full coverage possible – provided the…
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RCS Business Messaging: What the SMS Successor Means for Customer Service
RCS is now available across Germany. What the verified messaging channel delivers in day-to-day service, what it costs and how it fits…
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Knowledge Management in Customer Service: The Foundation Your AI Needs
Gartner names poor data quality as the leading cause of abandoned AI projects. In customer service that means one thing: without a…
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.
