Modules for the Contact Center of tomorrow

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.