ACD
Supports Aspect Call Center ACD and Aspect UIP
Development Services
Call Center ACD:
- Call control tables (CCT) Development
UIP (Unified Integrated Platform):
- IP based network inter queue (IPNIQ) development
- Advance Skill Based Routing (ASBR) development
- RTR canvas development for real time monitoring of contact center.
Administrative Services
Call Center ACD:
Aspect System Management Suite (ASMS) Administration
- Agent Administrations
- System Administration
- Route Administration
- Hardware Administration
UIP (Unified Integrated Platform):
- Services Administration
- User Administration
- System Administration
- Disposition and Schedules Administration
QA Services
Call Center ACD:
- Testing of CCT before release to production to ensure calls are landing to right agent group.
- Testing of IPNIQ routing
- Testing ACD system configurations created using ASMS
UIP (Unified Integrated Platform):
- Testing of UIP created services
- Testing of IPNIQ routing
- Testing of ASBR routing
System Support/Monitoring
- ACD/UIP monitoring using RTR canvases and alerts
- Health Check routines for system health
- On call support for ACD/UIP
ACD releases and Post release testing
- Change Management support
- Call Center ACD CCT release and other system parameter configuration at release time
- Post release testing during off business as well during business hrs.
