AGI.do

Services

What will AGI do for Call center software as a service?

Call center software as a service allows users by purchasing a right to access a remotely hosted software to receive a similar functionality through their Web browsers/cloud as they would with desktop applications.

The work itself

Grounded Work Profile

Tools

  • Cloud Provisioning PlatformserviceBlueprint
  • Contact Center Configuration ConsoleserviceBlueprint
  • Integration MiddlewareserviceBlueprint
  • Automatic Call DistributorserviceBlueprint
  • Agent Desktop ApplicationserviceBlueprint
  • Contact Center Analytics SoftwareserviceBlueprint

Outputs

  • Interaction Detail RecordserviceBlueprint
  • Queue Performance DatasetserviceBlueprint

Measured by

  • Service UptimeserviceBlueprint
  • Concurrent Call CapacityserviceBlueprint

Key steps

  • Provision tenant accountserviceBlueprint
  • Configure routing and queuesserviceBlueprint
  • Integrate telephony and CRMserviceBlueprint
  • Route inbound interactionsserviceBlueprint
  • Present agent desktopserviceBlueprint
  • Stream real-time analyticsserviceBlueprint

How AGI delivers it

Four ways AGI delivers for Call center software as a service

  • Services-as-Software

    Get the professional outcome delivered as software, priced on results, not headcount.

    Services.do

  • Autonomous Agents as digital employees

    Hire a digital employee that does the job under earned, supervised autonomy.

    Agents.do

Value flow

How Call center software as a service connects

absorbs

  • Contact Center Infrastructure Managementmodel
  • Contact Center Infrastructure Operationmodel
  • Telephony Operationsmodel

composes

measured by

  • Call Qualitymodel
  • Concurrent Call Capacitymodel
  • Platform Uptimemodel
  • Service Levelmodel
  • Service Uptimemodel

optimizes

  • Agent Occupancymodel
  • Average Handle Timemodel
  • Call Routing Latencymodel
  • First Contact Resolutionmodel
  • Platform Uptimemodel

produces

  • Call Recording Archivemodel
  • Contact Center Analyticsmodel
  • Interaction Detail Recordmodel
  • Interaction Recordsmodel
  • Queue Performance Datasetmodel

realizes

  • Configure routing and queuesmodel
  • Design routing and IVR flowsmodel
  • Integrate CRM and data sourcesmodel
  • Integrate telephony and CRMmodel
  • Present agent desktopmodel
  • Provision telephony and channelsmodel
  • Provision tenant accountmodel
  • Record and analyze interactionsmodel
  • Report contact center performancemodel
  • Route inbound interactionsmodel
  • Route interactions to agentsmodel
  • Sign up and configure tenantmodel
  • Stream real-time analyticsmodel

Go deeper

Explore Call center software as a service

Read the deeper take on agi.asView as markdown