AI provides a wealth of reporting information that can be directly interfaced with Aceyus 4.5. Additionally, this same data can be used in CTI and CRM applications.

		AI collects and publishes real-time agent and call data
		Data is published via web services, allowing any application to utilize the data
		Real time applications can poll the service instead of querying data from the ICM database
		Data can be aggregated from multiple AI servers to provide totals from the entire footprint
		AI tracks call data and location in real time, including the ability to summarize current call activity based on all call context data Provides real

AI Features

01 AI Agent Information
AI communicates directly with a variety of CTI servers to collect real time agent state information. AI also compiles individual agent information to provide real-time statistics on agent performance.

02 AI Call Information
AI provides a industry leading set of data for calls as they arrive at the desktop. AI servers can be accessed directly from your CRM or desktop application, or the Aceyus Desktop Softphone can deliver screen pops directly to the agent and other applications.

03 AI IVR Information
AI allows our customers to track and retain detailed events for real time and historical reporting from a variety of IVR platforms. When call exit the IVR, AI provides customer interaction data that can be used on the desktop to provide the agent with detailed information related to each call. This additional information can be used to improve the overall customer experience by providing the agent a more complete picture of each customer interaction.

04 AI Custom Call Information
The AI Gateway performs detailed analysis of each call and retrieves data prior to the call being delivered to the desktop. An unlimited number of custom data elements can be delivered to the CTI application .

05 AI Call History
The AI Gateway allows for in-depth analysis of each customer?s previous interactions. This detailed call history can be delivered to the CTI desktop application, further allowing the agent to better service the customer.

06 Real Time Agent Reporting
AI monitors and delivers real time agent information to applications for reporting. This information can be viewed in a dashboard (shown) by a team leader to better assist with agent training, or be aggregated for enterprise wide reporting, including wall-board displays

07 Real Time Call Reporting
AI monitors and stores highly detailed call event information for both real time and historical reporting. In this Aceyus 4.5 dashboard, call state and other important data points are updated in real time.

For more information, download our comprehensive Aceyus Intelligence product sheet.