The DAKS Call Center works either as an autonomous call center or together with a service management or CRM application. By connecting any number of PBXs in combination with practically any CRM applications via optimized and standardized interfaces it decouples the application from the actual telephone infrastructure. The individual components are easy to modify or interchange.

Performance features:

• multi-channel telephony server, connected to the standard trunking interface (also redundant), with own conference-capable switching network, integrated announcements and DTMF decoder
• agents can be located world-wide using any available telephone (ideal also for home offices). Also, users need not be monitored, and no matching against the network management is required
• integrated channel-individual announcements and DTMF decoders; combinable with just about any external best-matching IVR
• works in practically any heterogeneous network and needs no proprietary interface to the PBX. Maximum functionality is attained in combination with Siemens HiPath PBXs either with or without CAP support
• real-time functions, i.e. DAKS makes all immediate reactions to changed connection states