With digitalization, modern cloud technology and advances in Artificial Intelligence, the Contact Center is also changing very fast. Technology that seemed modern yesterday is already outdated today. It is therefore very important to keep an eye on current trends and future developments and to adjust accordingly.
The solutions of IP Dynamics GmbH meet this demand. Since its foundation in 2005, the growing company has continuously developed and never lost sight of the requirements of its customers. Today, IP Dynamics offers self-developed software modules that are precisely tailored to the Contact Center solutions of its partners. These customized modules add important functions to successful solutions such as novomind iAGENT or the Voxtron Communication Center from Enghouse Interactive.
As a central Contact Center component, Dynamic Flow controls for example the processing and prioritization of contacts from all common sources and media. Dynamic Brain qualifies large amounts of processes, e.g. e-mails, documents or business transactions, for routing through the Contact Center. The Dynamic View in turn provides an overview of the Contact Center’s availability and utilization. Dynamic View covers all inbound channels – in real time. And the Dynamic VServer builds the bridge in heterogeneous system landscapes by enabling the concurrent connection of different communication systems to the Contact Center.
Many companies are faced with new requirements in the area of customer dialogue. Customers are no longer willing to spend a lot of time in waiting queues. They expect quick answers to their questions and, above all, they want to communicate via all possible channels. A future-proof Contact Center must therefore not only cover the existing communication channels, but also those that are yet to be added. At the same time, the integration of AI applications must be possible. After all, according to the Gartner market research institute, by 2021 around 70 percent of all companies will support their employees by using AI at the workplace.
IP Dynamics solutions have proven their efficiency in many customer projects. They are based on modern container technology and are therefore 100% ready for the cloud. Each IP Dynamics module is a building block for the Contact Center of tomorrow.