Extend Your Current Investments, Upgrade Your Capabilities
Contact centers often have legacy systems which are at or near their end of life, and are costly and difficult to maintain and grow.
Aria provides solutions for these types of environments, regardless of the equipment, applications, legacy systems or complexity. We can create technology roadmaps to enable a customer to transition out their legacy systems over time, protect existing investments where required, and avoiding major disruptions. Here are examples of some common solutions:
Legacy PBX’s
Traditional PBX’s can be costly to operate and upgrade, and are often inflexible with respect to adding new applications and sites. New software application solutions based on voice-over-IP technology (including SIP) can reduce operations costs, offer much more application flexibility and make it easy and cost effective to upgrade and add sites or home agents. The solutions can be added to existing legacy PBX’s without disruption, integrated with state of the art voice-over-IP PBX’s or operate as standalone systems.
Legacy IVR Systems
Old or end of life IVR systems are often hard to maintain, use Touch Tone input (which results in modest caller acceptance), and can restrict application growth. These systems may play a key part in a contact center’s operation by identifying call types and / or off-loading traffic from agents - which means a system failure could cause a major interruption. New systems are now available which allow for applications to be rapidly developed and modified using common web programming languages, provide interfaces to new and old back end IT systems, and are easier to maintain. They also offer the option for speech recognition, which can dramatically improve caller acceptance levels.
Agent Desktop
Typically, old screen pop and soft phone applications are difficult to maintain and the developers of the software can’t keep up with a contact center’s changing requirements. New software products allow for extensive tailoring and additional functionality, such as multi-media and outbound, contact history and more granular reporting on agent activity. They also can be interfaced to legacy or more current IT or CRM systems, and much more. |
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