Press Releases

authensis ACHAT optimizes customer interaction across all relevant channels, is seamlessly integrated into business processes and infrastructure, and adapts flexibly. Product innovation is essential. authensis presents new ACHAT features, pointing far into the future - at Call Center World 2012 in Berlin in Hall 4, Booth J7.

Toll-free Queueing. When introduced in Germany later in 2012, the first queueing period must be toll-free by law. Shortly after, the caller´s waiting time during forwarding the call to another agent must be toll-free, too. authensis shows solutions in the ACHAT ACD.

Predictive dialing. authensis ACHAT dialers already comply to the requirements of law and of industry associations for a long time. They now also allow to define your own dialer policies. The call center manager can define a scope and a default value for each individual campaign parameter. During the campaign, the supervisor then can only adapt the parameters within the defined scope. authensis ACHAT redefines illegal parameter values to the defined default value, automatically.

Unified Communications & Collaboration. With the media integration, the presence information and the integration of these and other functions in the context of the agent´s work, authensis ACHAT shows UCC in practice. An example is the configuration of the individual channels through which an agent can communicate. This can be specified depending on the call center management philosophy either by the supervisors, or be controlled by the agents themselves.

Depending on need and preference, the servers and clients in the authensis ACHAT solutions can be used in a mixed mode of Windows, Linux and Mac OS X, and are freely scalable.