Building blocks for the contact center of the future

Against the backdrop of digitization, modern cloud technology and advances in the field of artificial intelligence, the contact center is also changing rapidly. Technology that appeared modern yesterday is already out of date today. It is therefore all the more important to keep an eye on current trends and future developments and to adjust accordingly.

The solutions from IP Dynamics GmbH meet this requirement. Since its founding in 2005, the growing company has constantly developed and has never lost sight of the requirements of its customers. Today, IP Dynamics offers self-developed software modules that are precisely tailored to its partners' contact center solutions. The tailor-made components create successful solutions such as novomind iAgent or that Voxtron Communication Center added important functions by Enghouse Interactive.

The Dynamic Flow As a central contact center component, for example, controls the processing and prioritization of contacts from all common sources and media. that Dynamic Brain qualifies large quantities of processes, such as emails, documents, or business transactions, for distribution by the contact center. The Dynamic View In turn, provides an overview of the availability and workload of the contact center. The dynamic display includes all input channels — in real time. And the Dynamic vServer Bridges the gap in heterogeneous system landscapes by allowing different communication systems to be connected to the contact center at the same time.

Many companies are constantly confronted with new requirements in the area of customer dialogue. Customers are no longer willing to spend a lot of time on hold. They expect quick answers to their questions and, above all, they want to communicate on every conceivable channel. A future-proof contact center must therefore not only cover existing communication channels, but also those that are yet to be added. At the same time, it must be possible to integrate AI applications; after all, according to market research institute Gartner, around 70 percent of all companies will support their employees by using AI in the workplace by 2021.

IP Dynamics' solutions have proven their performance in numerous customer projects. They are also based on modern container technology and are therefore 100 percent ready for the cloud. Each IP Dynamics module is a building block for the contact center of the future.