The Cloud Contact Center is a cloud-based multi-channel dialogue platform. It replaces and enhances conventional telephone systems (ACDs) and facilitates decentralised work complying with the highest security standards and pursuant to the German Federal Data Protection Law. Our innovative technology makes the management and control of collaborative IP-based workplaces possible.
Administrators and agents have separate access to the platform.
The Cloud Contact Center from a system administrator’s perspective
Talent Media Center
The Talent Media Center (TMC) is used for administration, planning, control and monitoring.
All agent activity can be seen on real-time dashboards, enabling supervisors to take corrective action at any time. If needed, additional capacities can be alerted, so even significant capacity fluctuations are easily managed. Functions are designed to encourage modern team work and to increase efficiency significantly.
The platform is designed to support multiple clients and allows customised configuration, as well as allocation of rights and roles. It also fulfils all requirements for successful customer dialogue of a high service quality.
The Cloud Contact Center from the agents’ perspective
Talent Media Interface
Workers install the Talent Media Interface (TMI) on their computers, which enables them to access the system.
It is the web-based workplace for remote agents and combines all the functions required for and helpful for the job – from taking calls to electronic invoicing.
It is also the main point of contact between workers and their project managers, overcoming geographical distance and making collaborative teamwork possible.
Apart from the TMC and TMI Sabienzia provides support tools ensuring data protection, IP-based communication and the ability to verify that remote workplaces are equipped with the required infrastructure
Apart from the TMC and TMI Sabienzia provides support tools ensuring data protection, IP-based communication and the ability to verify that remote workplaces are equipped with the required infrastructure.
The Sabienzia Secure Desktop (SSD) is a complete solution to guarantee data protection for data processing at tele-workplaces.
Data security is ensured both locally on the teleworker’s PC and by applying encrypted VPN tunnels for data exchanges via the internet.
The SSD is aimed at companies that want to process third-party data (e.g. customer data) safely and reliably, while working with agents in decentralised structures (teleworkers).
The Communicator is the IP-based communication solution of the Cloud Contact Center and makes both internal and external communication possible. It combines the following channels and options:
- Classic voice telephony
- Video telephony
- Telephone conferences
- Chat function for private or group conversations
- Instant messaging
- Data exchange through chat, using drag &Drop
- Desktop Sharing
The Diagnostic Tool provides fast and reliable checks of workers’ digital infrastructure. This guarantees smooth support in case of any issues and facilitates assessment of previously defined security guidelines.
The Sabienzia Diagnostic Tool will analyse hardware, software, security environment and network connections. In this way you always have an overview of whether the infrastructure and performance requirements fulfil the given benchmarks.
Find the right solution for your infrastructure!