EvolutionACD™ – Automated Call Distribution

Synergem’s automated call distribution, EvolutionACD™ system uses the world’s most popular call center software, Avaya Aura® Contact Center, to produce a Next Generation 9-1-1 solution that harnesses an almost unlimited array of call management processes to serve PSAP needs.
Avaya Aura® is used by the world’s largest corporations to optimize their ability to respond to customer calls-for service. Why should 9-1-1 callers be treated differently? They shouldn’t and Synergem ensures won’t be with this world-class EvolutionACD™ solution that the company has introduced to the NG9-1-1 community. This SIP-based multimedia routing system provides heretofore unknown flexibility in directing 9-1-1 calls via voice, video, email, Web chat, SMS and IM. The System has four component parts:

• Communications Center Manager Server (CCMS): CCMS is the core component that provides the intelligent routing capability for voice and multimedia. A rich scripting language supports multifaceted call routing and treatment decisions based on combinations of real-time conditions.

• Communications Center Manager Administration (CCMA): CCMA is a browser-based, MIS application that allows users to access management and administration tools on the CCMS.

• Communications Center Multimedia (CCMM): CCMM is a client/server multimedia application that blends underlying e-mail, Web and telephony communications capabilities provided by CCMS. CCMM is a modular, software-only solution that can be implemented in stages. The modules are E-mail Manager with Click-to-Call, Multimedia Manager and Web Communications Manager.

• Communication Control Toolkit (CCT): CCT provides interfaces that facilitate the development of third-party applications that leverage underlying contact control features provided by Avaya Aura Contact Center.

For more information on EvolutionACD™ or any of our Evolution Suite of Products please contact us: info@synergemtech.com