Expert Customer Service is the Key to Success. Comarch Contact Center

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1 Expert Customer Service is the Key to Success Comarch Contact Center

2 Infrastructure 2 Introduction Comarch Contact Center is a strategic contact point for integrating all communication channels with the customer. This covers telephone, including direct communication, voice mail and SMS options, as well as facsimile, and the Internet. By building strong customer relationships this solution makes a company more competitive. It does this by making communication more efficient and effective and gathering and managing customer information. Comarch Contact Center is a modern, modular platform that is easy to expand. It supports all forms of communication and provides an automatic IVR (Interactive Voice Response) service along with agent support. Comarch s solution is based on its own application integrated with, and supported by, the very advanced mechanisms used in the Avaya Contact Center system. This combination of Comarch and Avaya both leading suppliers in their fields of expertise in implementing the most demanding contact center systems allows us to offer you a technically advanced solution with functionality that is unique on the market.

3 Comarch Contact Center Vital Features 3 It is easy to use and the interface, which is accessible via an Internet browser, is adapted to the range of tasks the agent has to perform. It is flexible so that the bank can easily introduce new products and services to customers. It supports outbound and inbound calls. It automates customer service. It supports multiple communication channels for contact with the customer including, telephone, IVR, agent conversations, and facsimile. Its modular structure means the company can gradually introduce new functionality. COMARCH has a wealth of experience in projects supporting financial service provisioning using direct channels such as the Internet or telephone, and it is important to note that all Comarch s previous implementations of this system have been successful. Comarch solutions have been proven effective not only at banks, but also at brokerage offices, insurance companies and leasing companies. One of Comarch s biggest Comarch Contact Center implementations involved Bank BPH S.A. s direct banking center. The core personnel of the Comarch Contact Center project group have remained unchanged for six years. The Comarch employees leading Comarch Contact Center implementations are some of the most experienced telephone and electronic banking specialists in Poland. CALL CENTER Remote agents PABX Control plane server IVR PDS Call registration system Reporting system Data base/ knowledge base/ CRM Distributed Call Center with Remote Agents

4 Infrastructure 4 The Comarch Contact Center System Basic System Components IVR (Interactive Voice Response) This automates processes and relieves agents when the call load is high. The solutions deployed by Comarch Contact Center are based on Web Services architecture which brings the benefits of IP telephony and web applications and also provides excellent support for the touch-tone DTMF and ASR-TTS voice applications. The IVR module may be fully integrated with the call center system and can work with systems using traditional technology and with those based on IP protocol. The Service Oriented Architecture (SOA) means that we can implement all the latest solutions, such as text-to-speech and voice recognition systems, and also enables additional services to be integrated in the future. Key technologies: Service Oriented Architecture (SOA) IVR is one of the first self-service platforms based on SOA. VoiceXML IVR has a built-in voice browser compatible with VoiceXML 2.0 created for web applications that process voice. Dialog Designer dynamically generates the VoiceXML tags while the application is starting up. Voice synthesis and recognition IVR supports the most important speech recognition, speaker recognition and speech synthesis (TTS) solutions on the market from sources such as Nuance or IBM WebSphere Voice Server. CALL CENTER J2EE application server PABX Site of applica-tion design and production Voice server Voice server Site of application use Portal management Call Center with an IVR Module

5 Comarch Contact Center Centralized management provides the following functions: User management, including allocation of passwords according to function. System maintenance, including monitoring and managing alarms. System configuration (setting system parameters). Reporting on applications, connections and productivity. PDS (Predictive Dialing System) This is a system designed to make the work of outbound agents as effective as possible. The hardware solutions deployed produce a system speed that is unparalleled and that is better than all systems based on traditional telephone exchanges working with external CTI software. Working in this mode it is possible to manage agent logins across multiple locations and to transfer them from one location to another. The software is Windows compatible and gives managers and administrators complete information about what is happening in the system and how campaigns and agents are progressing. It also allows them to develop campaign strategies and plan agent work time. 5 PDS Inbound connections Transferred connections PABX IVR CALL CENTER PDS management Campaign management Call Center with PDS Module

6 Infrastructure 6 Call Recording System This system is an excellent addition to a modern contact center because it can simultaneously register from 1 to 500 channels, regardless of the type of connection or codec deployed. Modern contact center systems based on convergent communication platforms force suppliers to develop efficient call recording systems which allow the equipment itself to be located remotely. Unlike systems which only work with circuit switching, our solution delivers recording for all transmission types or locations. The encoding of transmissions between the recording system and the telephone or multi-media gateway provides a very high level of security. It is important to remember that ours is a typical software solution, which means lower implementation costs. There is no need for specialized cards or to add more cabling to the server room. Thanks to the use of IP technology, we can record calls anywhere on the network. Depending on the contact center system requirements, there are a number of recording possibilities: Recording of a specific workstation we record all calls made by a specified agent, including calls inbound to that agent s number. The recording system will not be detected by any of the signals Conference option. In particular cases, conversations may be continuously recorded using the teleconference option from the recording system On-demand recording during the conversation, the user can decide to begin recording. This is achieved using a dedicated pushbutton on the system apparatus, or by selecting the appropriate symbol sequence on the telephone dial On-demand recording by appropriately qualified users; supervisors, for example. Any station may be recorded CALL CENTER PABX Call registration system Call Center with the Call Registration Module

7 Comarch Contact Center Meeting and conference recording using conference telephones Recording is conducted automatically from an external application, such as the CRM system, or in accordance with a specified set of conditions (a call from one specified number to another, a call from one specified number, calls at certain times of the day or week). Database searches are conducted intuitively and records can be filtered according to internal numbers, city numbers, connections, user ID, duration, and the times at which conversations begin and end. Where recording VoIP we can, in addition, search using IP numbers or login. The system itself is managed by a browser. The interface s user-friendly graphics make for efficient system management. There are a number of options available from the administration panel. We can increase functionality by buying the appropriate extra licenses; we can configure the type of system response, stipulate which stations are to be recorded, check the status of ports and receive system alerts. We can also set an appropriate work schedule for the system. 7 Location 1 Remote agents Location 2 Gateway 1 Gateway 2 Control plane server IVR PDS VR CRM CCM Call Center Overview

8 Infrastructure 8 Reporting System and Exchange A key element in the systems operation is the high efficiency Avaya telecommunications server. Depending on the customer s requirements, the system can be designed for five or six, ten or fifteen or a few thousand agents. The system can have a centralized infrastructure or, in complete contrast, occupy a number of locations and support remote agents working from home. The Avaya S8xxx series servers are easy-to-manage and easy-to-install solutions. They work to the Linux operating system thus ensuring stability and high efficiency. Comarch Contact Center has a leading edge integrated analysis and reporting system with real time monitoring, historical reporting, a customized reporting facility for individual customers, task planning, exception alerts, alarm thresholds, administration and configuration, as well as long-term data storage for the needs of the contact center. Reports in real time can be updated every 3 seconds and totaled every 15 minutes. There are over 100 standard historical reports, which can be accessed and totaled at time intervals of 15, 30 or 60 minutes, once every day, once every week and monthly. The integrated reports contain data for stipulated start times over the last 24 hours (along with the 24th hour) and also include the moment when the report was generated. Both graphic and text reports are available and standard reports can be customized. Reports may be generated on demand or according to a reporting schedule. Reports may be displayed on a PC, printed from a local or network printer, saved in a file or ex-ported in HTML (Hypertext Markup Language) format. Online Reports for Agent Groups

9 Comarch Contact Center Agent Interface The agent interface is the system s main screen. It is the first to be displayed after login and can also be accessed directly from any other part of the system. As very rigorous functional and ergonomic demands are placed on a system such as this, the very latest technology fully utilizing the resources offered by Internet browsers has been used: Data presentation processed and operated on the browser. Data list sorting according to the column selected. Data content formatting. Scroll and drop-down data sections. Highlighting for lines in data columns. Efficient customer and customer group searches. Data presented in context. Fast navigation between sections. Intuitive data presentation with icons, shortcuts and hyperlinks. Customer Profiles Once the customer or prospect has been located in the data bases the user gains access to bookmarks with basic customer data, which will include name, address, ID number and sales and financial information, as well as details of accounts, segments, earning capacity and purchasing habits. Here are some examples: Personal information for an individual customer Name and surname. Address. Contact details (telephone, ). ID. ID number. ID card number. 9 Agent Interface Customer Profile Example View

10 Infrastructure Soft Customer Data The system stores the following extra, updatable information about customers and prospects: Dates of birthdays and other significant dates. Information about a customer s partner (name, surname, if they are a customer, ID, birthday, place of work). Customer s children (number, dates of birth, sex, names). Customer s hobby. Data acquired from external analytical modules (habits, earning capacity, risk of losing this customer). Outbound and Inbound Campaigns 10 Telescripting Comarch Contact Center is equipped with a modern module for composing inbound and outbound scripted conversations for customer service: Inbound customer service scripts (greetings and offering extra services, for example). Outbound sales, marketing and information gathering campaigns. During the conversation the agent uses a directory tree that structures dedicated bundles of text prompts. The scripts may be ordinary text communications, questionnaires for a campaign or for gathering information, or even forms dedicated to generalized fulfillment issues. Thanks to the directory tree structure it is possible to be prepared for an extremely diverse range of conversation and contact scenarios. While a conversation is in progress the system selects the next step in the conversation according to whether questions are answered negatively or positively. In this way a positive answer to question 4 might mean moving to question 5, while a negative answer to the same question might mean moving to question 10. Telescripting Telescripting the Customer Channel

11 Comarch Contact Center The business administrator will be responsible for designing and modifying the scripts. This can be done from the administration section without coding. The conversation automatically appears on the agent s screen at the moment the call is made. SMS, Apart from the telephone, which is the basic contact center customer communication channel, Co-march Contact Center also uses electronic channels such as and SMS. This means that agents can send individual messages to customers as well as operate mass message distribution for marketing campaigns. Loyalty Programs and Campaigns The system keeps the user informed about the marketing campaign currently in progress and assesses how effective it is in relation to the customer: Campaign method. Has the customer responded to the campaign? Duration. Subject. In addition to supporting campaign information, the system can carry information on independent or partnership loyalty programs: Loyalty programs the customer joins or participates in. Basic loyalty program information. Other information (number of points or prizes offered, for example). Campaign Management Comarch Contact Center supports flexible inbound and outbound campaign management. The sys-tem can import lists of customers in the target group from internal and external databases. For in-bound and outbound campaigns the user responsible may: Name the campaign Assign lists of customers to the campaign name Allocate agents and agent groups or teams Assign individual customers to the campaign Designate the campaign leader, who will be responsible for its operation and results. Campaign Analysis The system uses a variety of indicators to monitor and assess marketing campaigns: Outbound call rate. Inbound call rate. Average call duration. Number of successful contacts. 11

12 Comarch Headquarters Al. Jana Pawla II 39 a Krakow Poland phone: fax: info@comarch.com Comarch Inc. 10 W 35th Street Chicago, IL United States phone: fax: Comarch Software AG Chemnitzer Str Dresden Deutschland phone: fax: info@comarch.de Poland Krakow, Gdansk, Katowice, Lublin, Lodz, Poznan, Szczecin, Warsaw, Wroclaw Belgium Brussels Finland Helsinki France Lille Germany Dresden Lithuania Vilnius Panama Panama City Russia Moscow Slovakia Bratislava UAE Dubai Ukraine Kiev USA Chicago, Miami Comarch is a leading Central European IT business solutions provider specializing in forging business relationships that maximize customer profitability while optimizing business and operational processes. Comarch s primary advantage lies in the vast domain of knowledge accumulated in and applied to our software products. These products incorporate highly sophisticated IT solutions for businesses in all vertical sectors. Comarch has a multinational network of offices employing over 2700 highly-experienced IT specialists in Europe, the Middle East and the Americas. ComArch Spółka Akcyjna with its registered seat in Kraków at Aleja Jana Pawła II 39A, entered in the National Court Register kept by the District Court for Kraków-Śródmieście in Kraków, the 11th Commercial Division of the National Court Register under no. KRS The share capital amounts to 7,960, zł. The share capital was fully paid, NIP Copyright Comarch All Rights Reserved. No part of this document may be reproduced in any form without the prior written consent of Comarch. Comarch reserves the right to revise this document and to make changes in the content from time to time without notice. Comarch may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Comarch are the exclusive property of Comarch, and may not be used without permission. All other marks are the property of their respective owners. EN