Unified communications (UC) products — equipment, software and services — provide and combine multiple enterprise communications channels, such as voice, video, personal and team messaging, voicemail, and content sharing. This can include control, management and integration of these channels. UC products and services can also be integrated with networks and systems and IT business applications. UC is not necessarily a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types.
The future of customer engagement is more than a single touch point — it’s a mindset. That’s why our cloud contact centre software is designed with customer satisfaction at its core. The future is here.
Analytics
Features:
Omni-channel Routing
Features:
Supervisor Enablement
Features:
Agent Productivity
Features:
Integrations
Features:
Intuitive and Fast Interface
Easy to learn and use, the browser-based user interface allows recordings to be rapidly located and replayed without software to be installed on client PCs.
Full Feature-Set
ADDCOM Wave includes interaction recording and retrieval, comprehensive search criteria, full audit trail, audio tagging, group-based security, unlimited users, and basic reporting.
Unlimited Scalability
With a modular design, SQL database technology and support for SAN based storage, there is no limit to the number of recordings that can be held in the system to eliminate the need for archiving.
Event Reconstruction
Captures, consolidates, synchronises, and contextualises information from diverse multimedia sources into a timeline that provides insight into what happened.
Active Directory Integration (with VPN connection)
This simplifies the configuration process by automatically importing users, groups, and security permissions from an Active Directory. This enables users to login automatically using their Windows login details.
Integration
ADDCOM Wave seamlessly integrates with other applications including CRM, Learning Management Systems, ERP, and non-standard payment portals for PCI DSS compliance.
PCI-DSS Compliance
A range of options to automate PCI-DSS compliance with a seamless, integrated, and compliant process to ensure that personal card data is never recorded or stored by agents.
Quality Management (QM)
Option For more functionality, QM provides dynamic quality assessment forms, advanced reporting, scheduling, targeting, agent portals, self-assessments, e-coaching, dashboards and LMS integration.
ADDCOM Wave supports the recording of ISDN, SIP, analogue, DASS2 and DPNSS trunks. ADDCOM Wave supports recording of digital, IP, DECT and analogue handsets from most major vendors as well as many of the lesser brands.
No retention limits on how long you want to keep your recording and no risk of excess data charges. The Addcom Wave can operate on any 8×8 system and is built to perform with all X1 to X8 licenses with the sweet spot being the X1 to x4 categories.
© 2022 ADDCOM
ADDCOM Contact Solutions Pty Ltd
ABN: 79 104 791 488
Phone: 1300 789 600
salesau@addcom.com
accounts@addcom.com
Address:
Suite 1.05, Level 1, Building 1
Riverview Business Park
3 Richardson Place
North Ryde NSW 2113
1300 789 600
1300 788 100
salesau@addcom.com
contact@addcom.com
accountsau@addcom.com
service@addcom.com
Suite 1.05, Level 1, Building 1
Riverview Business Park
3 Richardson Place
North Ryde NSW 2113
