The Contact Centre on Demand (CCoD) platform is built on the Aheeva Technology platform. Aheeva is a Canadian software company founded in 2000 that specializes in delivering Contact Centre solutions. They provide efficient and cost-effective business communication solutions that compete in quality with leading solutions providers.
CCoD is an omnichannel cloud contact centre. The software allows a contact centre to be initiated within a few steps, configured to meet the business’ needs, add agents who can be located anywhere in the world, and start engaging with your customers.
You can create personalized experiences for your customers using the omnichannel communication capabilities. Agents, meanwhile, conveniently handle all customers from just one interface.
CCoD is an open scalable platform that can integrate with other enterprise applications, such as Salesforce, Zendesk, SAP, Microsoft Dynamics, Microsoft Teams, and various other applications. In addition, illation has the full capability of expanding services from the standard Contact Centre to advanced services and applications encompassing a full Digital transformation strategy.
The following diagram shows the key characteristics of CCoD:
Key benefits of the CCoD solution are:
- Easy integration and fast deployment – IP architecture allows our customers to create the configuration that works best with their infrastructure
- Reduced call centre operating costs – VoIP technology facilitates implementation of remote call centre branches and remote representatives
- Integration of all media in a single platform with a single point of administration – Using converged voice and data networks
- Improved agent productivity – Numerous monitoring and call management features allow for real-time monitoring, full audio recording, performance reporting and adherence to work schedules, efficient and highly customized calling lists and routing scripts, and provides information rapidly for quick decision making.
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