PBX IVR ACD. 7011Koll Center Parkway, Suite 150 Pleasanton, CA Phone: (925) Fax: (925) SUPERVISOR, MANAGER

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1 In today s competitive environment, reducing customer service telephone-based customer interaction overhead, improving call handling quality, and maximizing the effectiveness of customer service is a must. Today, 80% of customer relationships are maintained via telephone, and 20% via the Web. The question is no longer whether a business must automate its call center, but rather how it must employ emerging technologies, such as computer telephony integration (CTI), messaging, and the Web, to fundamentally change the way it interacts with customers and internal resources. advanced product suite allows service organizations to manage their customer interaction to increase employee or agent productivity, reduce costs, and achieve superior customer service. SERVICE REPRESENTATIVE SUPERVISOR, MANAGER CIS DESKTOP APPS CUSTOMER PBX IVR ACD C T I LEGACY WORKFLOW APPS INTER/INTRA NET DATA REPOSITORY The product suite is a comprehensive enterprise-wide, customer service solution that efficiently integrates an organization s telecommunication infrastructure (PBX/IVR/ACD), business workflow applications (legacy and client/server), database repositories, multimedia messaging, task automation, and customer service representatives. uses the latest breakthrough technology in Computer Telephony Integration (CTI) middleware to provide powerful CTI applications capable of routing the calling customer to the most appropriate service representative within the organization; simultaneously delivering the relevant customer information to the service representative s desktop. The desktop is the customer service representative s assistant. It provides an intuitive, easy to use graphical interface that combines all the functions needed for telephone-based customer interactions: access to the organization s customer information, policies, products, integration with other desktop applications, and integration with advanced multimedia messaging technologies. The embedded powerful automation Page 1

2 software also allows the most frequent customer service representative s tasks to be automated; enabling him/her to be more productive and customer focused. Product Description provides a superior, comprehensive ECTI client/server solution to automate telephone-based customer service; such as formal and informal call centers. Easy configuration enables businesses to achieve quickly and easily their customer service call center objectives with a quick return on their investment. is based on industry standards and Object Oriented Technology (OOT) that provide an unparalleled ease of integration with applications and computer operations. All components are 32-bit native applications to protect the customer s investment and manage future changes. is optimized for Microsoft Windows 95 and NT. The server can be scaled, distributed, and implemented to take advantage of symmetric multiprocessor design, providing the highest degree of performance and availability required by one of the most mission-critical of operations - the customer service call center. As depicted below, the core product is composed of five (5) highly integrated modules: SERVICE REPRESENTATIVE LEGACY WORKFLOW APPS CIS DESKTOP APPS DATA REPOSITORY CUSTOMER PBX IVR ACD C T I Middleware CSTA(TSAPI) TAPI 2.1 CALLPATH, GENESYS, NABNASSET ActiveX Desktop apps integration Call Telephony applications RDB DataAccess legacy, SQL, WEB apps Wizard Tasks automation Messenger Multimedia messaging INTER/INTRA NET Other companion modules include the Report. Page 2

3 Wizard: Task Automation Organizations can achieve automation in different ways. However, only a few of the alternatives provide significant flexibility with reliable results. At the core of is the Wizard, a powerful object scripting application that Wizard enables organizations to easily configure the to conduct their business. The Wizard objects (or rules) control and automate call center function as well as customer representative s tasks. The objects provide host legacy access, screen pops, database lookups, status of telephony resources, intelligent call routing, scripting & prompting, and message processing, and much more. Every major event in can be automated using Wizard objects. This application enables organizations to easily configure objects that have predefined behavior and functionality. Because there is no programming involved, the objects can be quickly configured, tested, and reliably used in a production environment. Savant provides off-the-shelf objects that are tightly integrated with all other components, and can be concatenated to provide complex automation tasks. The Wizard provides organizations with an unparalleled degree of flexibility, reliability and configuration. Call: Telephony Applications Call is a set of telephony (CTI) applications that enables an organization to gain control of a call from the moment it is received, to the time it terminates, and beyond. Call enhances the communication and interaction between the customer and the company s customer service representative. These applications Call interface to the organization s telecommunication infrastructure (PBX/IVR/ACD) using industry standard CTI middleware such as TSAPI or TAPI. However, the telephony abstraction layer does enable easy integration with other dominant, proprietary telephony middleware software: IBM Callpath, Genesys T-Server, and Nabnasset. Call provides cradle-to-grave call tracking. It encapsulates all information about the call and caller throughout the life of the call into a voice-data package object, and makes it available for intelligent call routing, context sensitive screen pop, real-time monitoring, and reporting. Call provide an integrated environment for inbound and outbound call processing. The telephony applications can be viewed as base applications that provide standard call processing capabilities and optional applications that can be added to the base application to provide advance call processing capabilities. Base Applications Call Desktop provides an intuitive, easy to use graphical interface at the desktop that combines all the functions needed by a CSR for telephone-based customer interactions: Call Desktop T Incorporates standard phone features such as answer call, make call from a directory service, transfer call, conference call, terminate call, and agent availability (ready, not ready). T Integration with the Wizard for Intelligent/Skill Screen Pops, enables organizations to trigger multiple applications look-up and legacy systems screen pops based on the type of call, the caller, and the agent s skill. T Internal directory services from quick look-up, and call initiation for resources within the organization. Page 3

4 T A centralized log that contains inbound and outbound calls for an agent. Different search criteria enables quick look-up of call history. T Call encounter documentation associated with the call log means information can be stored on the call and the caller. The use of templates allows for quick and accurate documentation. T View number of calls in ACD and agent statistics. T Outbound call-queues for group and private callbacks and campaign dialing, with automatic or agent initiated (drag and drop) outbound calls initiation. Call VDS - provides voice/data synchronization. Call VDS creates a voice-data package where it keeps call and caller information throughout the life of the call (cradle-to-grave call tracking) and makes it available to all other components, customer service representative (CSR), and supervisors Call VDS involved with the call. VDS uses TCP/IP to communicate with different vendor IVR systems and access the caller s information collected by the IVR. It ensures that voice and data are transferred concurrently between CSRs during consultations or conferences. All available information is sent from the transferring CSR to the receiving CSR, keeping the call context, and saving the customer from repeating the same information. VDS retains the information even when the call goes through one or more ACD queues. Optional Applications Call Routing - provides organizations with the ability to send associated call data to the Wizard where the organization defined rules specify how to intelligently route the call (business-based and skill routing). Organizations can optimize the flow of the call by routing it to the customer service representative (CSR) that can best handle the caller s Call Routing request, avoiding unnecessary transferring of the call between customer representatives, thus saving time and improving the perception of the organization with the customer. Examples of associated data include: ANI (Automatic Number Identification), DNIS (Dialed Number Identification Services), caller information collected from an IVR, legacy and networked data repositories, customer profile, and customer history. Call ACD/RTM works with ACDs to collect real time information on the queues and their associated agents. This information is then available to other software components for call routing decision (e.g. based thresholds such as average queue times for calls in queue), and for supervisor and agents Call ACD/RTM to monitor their performance. The application allows the automating of control of individual calls inserted in a queue as well as automating the handling of abandoned calls. This module is required for skill routing in the Call Routing. This application enables organizations to provide a new paradigm for world-class customer service. Organizations are able to tell their customers how long they will have to wait before a customer representative will be available; or call back customers that quit the call before having the opportunity to talk to a customer representative. Call Outbound Campaign provides unattended reach-out and attended preview outbound dialing campaigns. Call can manage concurrent execution of mixed campaigns. An easy to use administration function enables an administrator to define and manage the campaigns. The powerful design of the 0 # * Outbound Campaign manager enables administrators to easily point to any defined data set for the campaign. For unattended campaigns, drives an IVR system that communicates with the customer. For attended campaigns distributes the calls for the Page 4

5 campaign to a group of agents providing screen pops from the information systems as well as campaign scripting at the agent desktop. DataAccess: Access to Enterprise Information RDB DataAccess DataAccess provides access to the organization s legacy business (workflow) applications, database repositories, and information in the WEB (intra or inter-net). DataAccess converts the information from these data sources into businessdata objects that can be accessed by all other modules or CSR. DataAccess removes the need of programming to access the data from the host system and rather allows user to configure the properties of host legacy objects. Organizations can easily link host objects to create transactions that can access data for other components as well as to provide screen pops for CSR. The host legacy objects can be configured to communicate with the Wizard to bring a new dimension of flexibility to the organization. DataAccess, at the desktop, can display information with the same look and feel of native terminals for legacy workflow applications to reduce the overall impact and training of the CSR while providing a new level of functionality. DataAccess has the following capabilities: T Support of 3270, 5250, TCP/IP, Telnet (VT100, VT200, VT320) protocols for access to legacy workflow applications T Tabbed window with supported terminal displays T TCP/IP and WEB browser T SQL Access to ODBC compliant databases (SQL Server, Oracle, Sybase) T Supports multiple concurrent sessions T Execution at the Desktop and Server Messenger: Multimedia Message Center Messenger Messenger integrates the diverse multimedia messaging technologies to further leverage the organization s investment in providing superior capability for the communication and interactions between employees and customers. Increasingly, customer interactions involve facsimile or . A customer call may be followed with a CSR sending a fax document to the customer or sending an to an employee in the organization requesting information or referring a callback to the customer. This can further be compounded by the customer sending in a fax or to the CSR. Recorded conversation may need to be included in an from the CSR. The CSR may also be required to send information about a customer interaction to the pager or PCS phone of another employee. The Messenger extends the capabilities of the desktop. It provides a GUI interface that enables the CSR to address and send , fax, or page with just a few mouse clicks. Intelligent message templates automate the message creation by merging text and data without the need of the CSR re-keying, thereby reducing transcription error and speeding up the message process. Its integration with the Wizard enables organizations to automate CSR messaging tasks to further improve the productivity of the CSR, and increase the quality of customer service. Messenger operates: Page 5

6 Report T SMTP/POP3 and MAPI compliant systems. T Alphanumeric pagers and PCS compliant with the TAP protocol. ActiveX: Desktop Application Integration ActiveX provides a superior level of interoperability that enables organizations to integrate their own or third-party desktop applications into. ActiveX technology, known as Object Embedding and Linking (OLE), is Microsoft s approach to object interoperability. External business applications, developed in C ++, Visual Basic, Delphi or ActiveX Power Builder, appears to the user as integral to providing a new level of productivity for the representative. For instance, these external applications can: T Share business-data objects retrieved by the DataAccess T Communicates with Call to perform telephony functions T Trigger the execution of a task automation in the Wizard T Share data with the Messenger to automate message creation T Be invoked during a task automation process Report: Online reporting Report provides a new level of value and advantage to a business by providing access to information enabling it to assess the performance of the customer service organization. has a centralized relational data repository where all collected telephoned based customer interaction data is stored. cradle-to-grave collected call information provides a highly granular view of the customer service organization. For instance, for each call some of the data that the database contains is: the ID and name of the customer, the ID and name of the CSR handling the call, the type of call, the call duration, whether the call was transfer and to whom. Additional data collected by the CRS in the call documentation links to the call record providing additional data such as reason for the call and its disposition. Organizations can generate various types of reports: from understanding the volume of certain type of calls, to gain in-depth understanding of each CSR performance, to understand how calls are disposed, etc. The Report provides: T Off-the-shelf reports (currently under development) T Text or graphical reports T Online and offline reports T Tools for business to generate custom reports Assist supported Environment PBX/ACD Systems Siemens, Lucent, Mitel Databases (ODBC SQL compliant) Oracle, Sybase, Microsoft SQL. Server Operating System Microsoft Windows NT / 2000 Server IVR Systems InterVoice, Edify, Periphonics, TALX, Dialogic Legacy Systems TCP/IP, HTML, HLLAPI (3270/5250), VT Desktop Operating System Microsoft Windows NT / 2000 / XP Page 6

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