| tiCC

All media intelligence customer service platform(tiCC)

Combined the Customer Service Center Voice applications service, also offers various self-service channels such as Fax, e-mail, Text-Chat, Social Media (WeChat / Line / Facebook/Skype...), Video and other service channels. The call center services combined with self-service various channels into the new era of all-media customer service , improve service and customer satisfaction, competitive advantage .

tsti Provide the most complete integration of Avaya Aura as the core product, combined tiCC customer center implement as an all media platforms and services . 

Automatic Call Distribution (ACD) is a communication server software feature that processes
high-volume incoming, outgoing, and internal calls and distributes them to groups of extensions called hunt groups or splits. The communication server also sends information about the operation of the ACD to the CMS which stores and formats the data and produces real-time and historical reports on ACD activity.

ACD is used by a contact center to route incoming calls to specifically assigned splits/skills and
agents. ACD allows a system administrator to create an efficient call management environment.
This administrator can add or remove splits/skills from the system, add or remove
announcements, add or remove agents, add trunk groups and route calls to the appropriate
splits/skills. The administrator can also specify ACD measurement criteria and use an optional
CMS package to provide reports on ACD efficiency