Callisto Call Center Collection

The Call Center Collection for Cisco UCC Solutions

Callisto Call Center Collection – Everything You Need for Your Inbound Call Center

The Callisto Call Center Collection can be easily assembled into a flexible, scalable, high-performance inbound call center solution to provide professional and customized call center capabilities to companies of all sizes. The modules provide all the key call center components: IVR, ACD, Attendant solution, queue management, supervisor functions, dashboard, and reporting. Multiple instances of each Call Center module can be run, to provide several virtualized call centers to one client.

Learn more about each module in our Module Store.

The Ideal Collection to Make Your Call Center Even Smarter

The strength of the Callisto Call Center Collection is the flexible, professional, and easy-to-use call handling in a company. In combination with the Callisto module COC Operator Solution, Call Center Collection is the perfect prerequisite for satisfied customers. All scenarios in an inbound call center can be ideally implemented: The ICT administrator can flexibly provide various, professional call center configurations within a very short time. The Callisto Call Center Collection modules offer the optimal solution regardless of how many call centers (clients), queues, or agents are required.

The Callisto Call Center Collection consists of the following functions:

  • IVR (Interactive Voice Response)
  • ACD (Automatic Call Distribution) and queuing, incl. prioritization
  • Call transfer
  • Smart Queue Management
  • Supervisor functions (alarming, monitoring, coaching)
  • Wallboard
  • Reporting

Each module can be licensed individually and uploaded to the Callisto platform at runtime. Callisto has no limit in the number of modules or the number of users and is therefore future and investment-proof. The platform is only limited by the number of simultaneously used lines on a system, which can be up to 960 lines per system.

Find out more in our Module Store.

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Broad Flexibilities and Possibilities for Your Call Center

Flexibility is a key factor in the configuration of a thriving call center. With Callisto Call Center Collection, the modularity, as well as the multiple configuration options of the individual modules, are guaranteed. Multi-level IVR and ACD functionalities can be combined within one call center application. Each queue provides multiple, unique configuration options and is either an ACD queue or an IVR queue, or both. Multiple call center applications can be cascaded, which gives ICT administrators tremendous flexibility. You can easily set up new queues by uploading custom greetings, enabling predefined greetings for wait time or queue position, selecting call distribution such as Top Down, Round Robin, Parallel, or Longest Idle, and adding new agents. Other important configurations like Default Agent, Last Agent, Agent Time Out, Alarming, etc., allow optimizing each call center for your specific use case. Regular expressions enable complex routing scenarios to make the processes as simple as possible for a calling customer.


Powerful Multilevel IVR Module

The Module IVR, also part of the Call Center Collection, provides powerful and flexible configuration options for setting up single-step as well as multi-step IVRs. IVRs can be configured very easily to guide callers through a specific process to the best possible contact for the customer. The Callisto IVR module offers additional settings such as multi-level DTMF menus, transfer to numbers without consultation, bridging of numbers, launching of applications, call transfer to queues, and even termination of calls. Scheduled dependencies can also be configured in the IVR system, for example, for outside business hours or during holidays.


Greet Your Customers with Friendliness

The greeting of customers on the phone is very important. Therefore, make the waiting time an experience with Callisto Call Center Collection! The caller can be entertained during waiting while a free agent is called. Following some scenarios:

  • Multiple recordings like music, announcement, music, waiting position and/or waiting time, announcement, request for voice mail yes/no, and callback.
  • General message (e.g., “Welcome to…”)
  • Voice recording message (e.g., “Please note that this call is being recorded”).
  • Announcement for specific incidents (e.g., “At the moment we are experiencing a large number of calls, we request…”)
  • etc.

The Powerful Queue Configuration

The in-depth configuration of queues is particularly important in order to be able to build a powerful and customer-oriented call center. This is where the Callisto Call Center Collection shows its particular strengths: Flexibility paired with simplicity. The following examples give a brief insight into the possibilities of queue configuration:

Static announcements: A wide variety of messages can be played sequentially during the waiting process. Various music-on-hold elements as well as individual announcements, such as messages from marketing campaigns or alternative contact methods, can be played on a second-by-second basis. By uploading customer-specific WAV files, the system offers an easy way to change the messages played during the waiting time. Each individual WAV file, can be played in full length or only partially.

Approximate waiting time announcements: In addition, Callisto Call Center Queue Configuration also offers the possibility to announce the approximate waiting time.

Queue position: Callisto Queue Configuration provides the possibility to announce the position in the queues.

Voice message announcements: If configured accordingly, the caller can choose whether to continue waiting or to leave a voice message.

Queue priority: If an agent is logged into multiple queues, this feature connects the next call from the higher priority queue to the agent’s phone.

Caller priority: In conjunction with the Callisto VIP feature, which enables tiered VIP caller status assignment (five different levels), Callisto Call Center Collection can prioritize callers in a queue.


Efficient Agent Management

Various methods of call distribution are available for configuration:

Top-Down: The first configured agent is called. If the agent is busy (immediately) or does not answer (after the agent timeout), the call is forwarded to the next agent in line.

Round Robin: Call Center calls the next agent in line according to the Round Robin procedure. If the agent is busy (immediately) or does not answer (after the agent timeout), the call is forwarded to the next agent.

Longest idle: The next incoming call goes to the agent with the longest dwell time since the last call. If the agent is busy (immediately) or does not answer (after the agent timeout), the call is routed to the next agent with the longest wait time.

Parallel: All agents are called at the same time.

Many other agent-related parameters such as “Last Agent” or “Default Agent” can be configured individually.
The call center agent has the freedom to log in at any time and from anywhere (Cisco phone, Cisco Jabber, Cisco Webex, IVR, Callisto web interface, Callisto operator solution, Callisto Gadget). The Center Collection sends appropriate status messages to the Cisco agent phone, such as:

  • Agent logged in
  • Agent logged out
  • Agent in post-processing mode
  • Pop-up menu during the call: who is calling (name resolution in Callisto database) and in which queue.
    After accepting the call, the agent gets the phone pop-up showing how many callers are still waiting in the different queues where the agent is logged in.

Time Dependent Call Center Status

Callisto Call Center Collection has various options to schedule each call queue individually using non-business hours or holiday settings.

Non-business hours: Different schedules are available per queue. Individual and time-dependent announcements can be played. Depending on the time, the call can even be forwarded to an internal or external number or directly to the voicemail of a specific user or group number.

Holidays: Several holidays, such as Christmas, Easter, company vacations, etc., can be individually configured for each queue.


The Supervisor Always Keeps the Overview

There are several options within the Callisto Call Center Collection to equip the supervisors with the right tools to ensure a high-quality call center service:

  • Configuration of comprehensive alarm and alerting settings such as max. callers in a queue, max. number of calls during a certain time, threshold for the number of logged-in agents, etc.
  • Assigned supervisors can select current calls on their Cisco phones or in their Callisto attendant solution and listen in (monitor) or talk to (coach) the selected call’s agent.
  • A detailed dashboard shows the current status of each queue with all vital information.

Reporting Is the Key to Success

In the Callisto Call Center Collection, authorized users have access to detailed reporting, which they can evaluate accordingly and also process further: queue, caller or agent-specific reports can be displayed on the screen, as a graphic or by exporting them to a CSV file in order to adapt or further process them if required. Additionally, extensive and individual search and evaluation functions are available to the respective authorized user. Call Center Collection Reporting can be customized for specific evaluation requirements with the Callisto OAM interface.

This Is Why Callisto Is the Best Choice for You

All-In-One

Over 50 UCC applications available on the Callisto Platform for any vertical market. The all-in-one approach helps end customers and partners to massively reduce the return on investment (ROI).

Modular

The ability to add, update, upgrade or replace Modules or Applications at runtime with no service interruption, makes Callisto the world’s most flexible application platform for Cisco UCC solutions. Agile, future proof and secure with Callisto.

Tailor-Made

Callisto’s unique “Open Applications Management” concept enables customers to upload customized applications to the platform. Enterprises benefit from a fulfillment of their needs and System Integrators can serve customers individually.

Green IT

The Callisto platform can handle up to approx. 1,000 parallel calls with 2‑6 GB RAM, 2‑8 CPUs and 80 GB HD. Partners and end customers profit from a high performance at a lower resource usage, enabling environmental benefits.

Simple

Easy to install, configure, manage, use and maintain. Simplicity is a common thread throughout the whole Callisto system. Customers benefit from reduced overall product life cycle costs.

Flexible

Flexibility in the selection of available modules and in interoperability with any Cisco-based IP PBX, from UCME to HCS to WebEx. In addition to that, Callisto is suitable for on-site use, in various cloud or managed service models. We grow with your company.

Quality

High quality for products and services is in the DNA of our company. 98% of the installations are running error-free since several years, with more than 25,000 satisfied users and more than 15,000 flawless calls per day prove the stability of the Callisto platform. Customer satisfaction is our daily goal.

Problem Solver

The Callisto application platform has an answer to every Cisco UCC need in any vertical market. The variety of 50 applications, and the “OAM” concept for tailor-made applications, are providing a solution for every customer UCC problem.

Services

We stand for professional service and best-in-class Support. Competent sales assistance, consulting, training, customer-specific developments and support, are the praised services by our customers. We have been a stable, reliable and professional partner for over 20 years.

Technology Made to Impress

Modules/Applications Over 50 modules/applications available
Supported UC platforms Cisco UCME, Cisco BE6K/7K, Cisco UCM, Cisco HCS, Cisco Webex
Presence integration Cisco CUPS integration and Callisto Presence
Scalability Unlimited
User configuration Manually and automatically from CUCM via AXL (Microsoft AD, LDAP/OpenLDAP systems), CSV files, or provisioning systems (e.g., KURMI via web services)
High availability Yes, incl. disaster recovery
Resource requirement “Small” Callisto Appliance “Small” (up to 60 parallel calls):

  • 2 GB RAM
  • 2 CPUs (approx. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Resource requirement “Medium” Callisto Appliance “Medium” (up to 240 parallel calls):

  • 4 GB RAM
  • 4 CPUs (approx. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
Resource requirement “Large” Callisto Appliance “Large” (240 parallel calls or more):

  • 6 GB RAM
  • 8 CPUs (approx. 2 GHz)
  • 80 GB hard disk space
  • 1 network connection
  • max. 960 parallel calls per appliance
System messages E-Mail, SNMP, Syslog
Security HTTPS, Secure Syslog, Secure LDAP, Secure SIP (TLS, SRTP), integrated Firewall, Single Sign-On (SAML) supported.
External Privacy and Security Assessment successfully passed
Operating system Appliance, hardened operating system
Database All SQL databases are part of the platform
Virtualization Delivered as image (OVA), installation in VMware ESX(i) environment

Contact Us!

We are happy to assist you

Phone: +41 31 531 11 11
Email: sales@ctmodule.com