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The welcome solution you want.

MENU ACD ML
incluso in 3 SUITE


INCLUDED IN THE IMAGICLE APPLICATION SUITE    
 
  FOR CISCO UC    
 
  CROSS PLATFORM    
 
  FOR SKYPE FOR BUSINESS
ACD OVERVIEW ML

The most powerful ACD your Customer Service needs

Imagicle Queue Manager is the automatic call distribution software that lets you manage auto-attendant menu with IVR features and advanced queuing, sending calls to different operators based on their status, letting you analyze queues in detail thanks to advanced statistics.

Works with or without Imagicle Attendant Console (client PC) for help desk, call center and operator desk services. 

 
Overview Live Tabs
Content App
WHY YOU NEED ML

Don't make your callers wait.

Every moment counts. Welcome them right away.

Time spent on hold is time during which your clients form their first impression of the company.
 A quick answer by the right person is essential for your customer service, as are lost calls and the quality of service provided. Queue Manager Enterprise simplifies and improves incoming call management with queues, advanced distribution algorithms and customized messages, giving you total control of the service with analysis of historical data in real time.

Don't make your callers wait.

Every moment counts. Welcome them right away.

Time spent on hold is time during which your clients form their first impression of the company.
 A quick answer by the right person is essential for your customer service, as are lost calls and the quality of service provided.

Queue Manager Enterprise simplifies and improves incoming call management with queues, advanced distribution algorithms and customized messages, giving you total control of the service with analysis of historical data in real time.

WHY 1ML

All clients get the answers they expect

Automatic Call Distribution

Thanks to the auto-attendant capabilities with IVR menu (optional module) and the waiting queues supporting different distribution algorithms, calls are sent to specific queues where the most appropriate operator (skills, importance of the client, availability and other criteria) answers the client's request as quickly as possible.

Automatic Call Distribution
WHY 2 ML
Automatic Call Distribution

Personalized welcome messages in different languages depending on the time of day

Automatic Call Distribution

The application includes professional messages in six languages (English, Spanish, French, German, Italian and Arabic) plus hold music.

Can be configured according to time of day or holidays, with specific treatment for when offices are closed (e.g. transfer to voice mail). Each queue can have its own language and the messages can be easily customized with a new audio file.

IVR MODULE

 

Empower your customer service
with IVR features inside your ACD.

 

IVR - Auto Attenant ACD

 

 

 

IVR Module is natively designed to work with the Imagicle ACD to provide a complete Customer Service solution.

The IVR Module allows to associate the selection made by the customer to a specific queue set up in the Queue Manager Enterprise, where, according to different distribution algorithms, the most appropriate agent will answer in the shortest time possible.

 

You can also trigger the IVR service only in the case when no agent is available on the queue, in order not to let the customer waiting too long without an answer.

 

WHY REPORT

If you can't measure it, you can't improve it

Automatic Call Distribution

Measuring performance has never been simpler: pre-configured reports let you analyze volumes per queue, hold times, distribution per result (dropped, outside business hours, served, etc.), average call management times, distribution of calls per operator, and much more.

You can also schedule reports to receive them regularly directly in your e-mail. 

Automatic Call Distribution
Why 3 ML
Automatic Call Distribution

Monitor service levels in real time

Automatic Call Distribution
Using the Imagicle Supervisor mobile app or directly from the dashboard in Blue’s Attendant Console, you have complete and up-to-date control of queues and operators so that you can intervene in the event of a disruption.

You know exactly how many operators are available for each queue, how many are taking calls, average response times, how long they stay logged on, how long they are on the line, and much more. 

SUPERVISOR
Imagicle Mobile Apps -  Supervisor


Always under control

Imagicle Mobile Apps -  Supervisor


Imagicle Supervisor is the free mobile client solution of Queue Manager Enterprise and together they can take your Customer Service to the next level.

Imagicle Mobile Apps - Supervisor
WHY 4 ML

Ideal for operators and Call Center agents

Automatic Call Distribution

Ideal with Blue’s Attendant Console to interact with queued calls, selectively log on or off queues, automatically or manually put calls on hold, display the call list per queue with hold times and much more.

Plus, thanks to integration with Speedy Enterprise, you see the caller's name and number and can give preferential treatment to certain clients (VIP).

 

Automatic Call Distribution
Content App
Unified Communications

Thousand of happy customers.
Unified Communications

 

It was only natural that the European Institute of Oncology, a non-profit research organization for cancer prevention, diagnosis and treatment, also be a pioneer in managing its communication.

The ACD directs its calls from the Cisco UCM to operators equipped with Imagicle operator consoles who see the caller's name and details in real time thanks to integration with company directories.

Telephone traffic of the 500 users is constantly monitored by the accounting & billing solution, and all users can now send and receive faxes directly from their computer, smartphone or tablet.

 

Imagicle


Istituto Europeo Oncologia

Health

www.ieo.it


Imagicle ApplicationSuite
for Cisco UC
 

Operator Console - ACD
Advanced directories
IP Fax Server
Billing & Accounting


Platform: Cisco UCM

 

With over $5 billion in sales and a portfolio of some 1,000 products, one of the three largest pharmaceutical firms producing generic drugs in the world chose Imagicle to manage its incoming calls.

Mylan chose to improve its customer service by providing its operators with the Imagicle operator's solution paired with the ACD solution to correctly direct calls received from the Cisco UCM system.

Missed calls have been eliminated and the time customers spend on hold significantly reduced.

 

Imagicle


Mylan Inc.

Pharmaceuticals

www.mylan.com


Imagicle ApplicationSuite
for Cisco UC
 

Operator Desk
ACD


Platform: Cisco UCM

 

In 1994, it was the first institution of higher learning established in Namibia.Today, with two campuses, it has over 11,000 students and almost 700 faculty and staff.

In migrating to a Cisco UC system, the Polytechnic adopted all Imagicle suite solutions:
accounting & billing, paired with the budget control module and the phone lock solution, provided complete control over the more than 1,000 extensions, preventing unauthorized telephone use and guaranteeing respect of the telephone budget.

At the same time, its 50 customer service workstations handle vast numbers of calls from the university, while the Imagicle fax server replaced the old fax machines.

 

Imagicle


Polytechnic of Namibia

Education

www.polytechnic.edu.na


Imagicle ApplicationSuite
for Cisco UC
 

Billing - Budget Control
Phone Lock
Operator Desk - ACD
Advanced directories
IP Fax Server


Platform: Cisco UCM

 

 “We chose Imagicle for our operator's workstation, but appreciated it for the entire suite and for the support.” 

Matteo Briotto - IT Manager

For over 50 years, Gabriellie has been selling and processing steel in Italy.
With six different companies, over 180,000 sq. m of industrial plant throughout northern Italy, the entire group now employs over 1,200 people.

When switching to Cisco UCM 9.1, it was natural to choose Imagicle solutions because they guaranteed Gabrielli would receive all the functions it needed while improving those of UC without compromise.

Case History >>

 

Imagicle


Gruppo Gabrielli Spa

Processing steel

www.gruppogabrielli.it


Imagicle ApplicationSuite
for Cisco UC
 

Operator Console - ACD
Advanced directories
Audio Skype Gateway
Accounting & Billing


Platform: Cisco UCM 9.1

TECH SPECS ACD
en-USit-ITfr-FRde-DEes-ES