Unified Contact Center

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1 Unified Contact Center for Microsoft Lync Server 2010 & 2013 Qualified Contact Center Solution

2 MaxACD Unified Contact Center for Microsoft Lync Server 2010 and 2013 With Microsoft Lync now being deployed for its enterprise voice capabilities by organizations around the world, traditional PBX systems are going by the wayside. However, the typical enterprise also has one or more call centers (e.g., help desk, customer service, technical support, sales & marketing, etc.) which are not addressed by Lync Server. In order to truly unify communications, and eliminate the expensive hardware-based proprietary call center products, these organizations require a solution which tightly integrates with Lync Server, while leveraging existing data center infrastructure. MaxACD takes advantage of AltiGen s 15 years of contact center technology innovation to deliver a complete, integrated software-based contact center solution. Certified via Microsoft s Open Interoperability Program for Office Communications Server R2 and a charter ISV member of Microsoft s Technology Adoption Program for Lync Server, AltiGen uniquely delivers complete software-based Contact Center solutions for Lync Server 2010 and MaxACD includes advanced call queuing and automated call distribution capabilities, interactive voice response (IVR), real time and historical reporting, and support for remote agents. The MaxACD Lync clients provide a unified desktop application for both agents and supervisors. Fully supporting virtualization under HyperV and VMware, MaxACD is configurable for up to 512 agents and 64 work groups per server. MaxACD also includes a robust SDK with powerful APIs to integrate information from your back office applications to build sophisticated routing rules, screen pops, CRM and ERP integration.

3 Automatic Call Distribution A Complete Call Routing Solution for Enterprise The core of the MaxACD suite is a powerful, software-based Automatic Call Distribution (ACD) engine that provides a comprehensive set of simple and advanced call routing and queuing options, to meet even the most demanding call center requirements. This software-based ACD engine processes all calls to ensure they are routed to the correct agent or work group, monitors the status of calls, agents, the queue, and logs all call information for both real time and historical reporting. The MaxACD suite offers both simple and advanced call routing and queuing options, collects real time agent, workgroup, queue and call statistics, and an integrated management interface. Call Routing Highlights: Caller ID, DID and DNIS Routing Auto Attendant Selection Advanced IVR Capabilities Customer Priority Routing Routes based on results of custom SQL queries Holiday, Business Hours, Follow the Sun Overflow routing based on service level, time in queue, number of calls, available agents Call Distribution Highlights: Ring First Available Member Ring Next Available Member (Round Robin) Ring All Available Members Ring Longest Idle Member Ring Average Longest Idle Member Ring Fewest Answered Calls Ring Shortest Average Talk Time Skill-Based Routing Advanced Call Routing AltiGen s MaxACD includes advanced call routing capabilities as a standard feature. Sophisticated Auto Attendant structures, advanced IVR, and data directed call routing based on Microsoft SQL server queries provide the call center manager with limitless routing capabilities. These capabilities can be used for your MaxACD only or as an advanced call router for your entire Lync deployment. Skills Based Routing With skills based routing, the skills needed for a particular call are often assessed by the dialed telephone number and the calling number or caller s identity, as well as choices made in any associated IVR system. Given this assessment, a skills based routing system then attempts to match the call to a suitably trained agent. This enables an agent with matching skills to be able to provide better service than an agent that doesn t have the appropriate skills.

4 Native Integration Easy and Seamless Deployment with Microsoft Lync Server For real time Lync Server 2010 and 2013 integration, AltiGen has implemented native support for Microsoft Unified Communications Managed API (UCMA) protocol via a proxy service installed on the Lync front end server. MaxACD Agents and Supervisors are located in the Microsoft Lync pool, with corresponding MaxACD Server profiles. This unique requirement allows Lync administrators to keep 100% of the Contact Center call control within the Lync environment eliminating the requirement for dedicated 3rd party proprietary VoIP phones for ACD users. All calls to and from the MaxACD are delivered directly to the Lync Client. AltiGen s LyncServProxy service runs on the Lync front-end servers and joins MaxACD and Microsoft Lync Server together so that Microsoft Lync client presence status is synchronize to MaxACD call distribution engine. Lync presence plays a primary role in determining if an agent is available to receive an ACD queue call from MaxACD. As a software-based solution, MaxACD can be installed on any Intel based server. Virtualization is supported within the VMware and HyperV platforms. For seamless integration, the agents are able to use a Lync 2010 headset or Lync-certified Polycom USB phones as the call center agent endpoint.

5 MaxAgent A Unified Contact Center Client for Microsoft Lync Server MaxAgent is an intuitive graphical desktop application designed to improve agent s call handling and productivity. By integrating Microsoft Lync Client into MaxAgent, AltiGen is able to deploy a single, integrated desktop client supporting visual call queues, desktop call control and agent state controls (login, logout, wrap up, etc.). MaxAgent also streamlines agent call management with support for screen pop, on demand call recording and a personal call statistics display. MaxAgent delivers the tools necessary for your call center agents to perform at their best. Specialized Contact Center Functionality Real time ACD call queues display Redirect calls sitting in queue Monitor real time workgroup statistics View personal performance statistics Customizable queue alerts Control agent state via login/logout/wrap-up Start/Stop on-demand call recording

6 MaxSupervisor Improved Contact Center Control and Management MaxSupervisor gives call center management the ability to monitor, track and manage their call center operations to peak performance. Using the graphical MaxSupervisor desktop client, supervisors have a complete view of workgroups, queues and agents. Queue Management: Monitor the queue Pick calls out of queue Redirect calls on the fly View agent states Force agent login/logout Supervisor Monitoring: Monitor/Whisper/Coach Agents Supervisor barge-in Real-time agent performance statistics Real-time workgroup performance statistics Embedded charts based on historical information Four Major Real Time Views for Workgroup Management: Agent States - gives supervisors the ability to view real time status of any workgroup or extension. One click silent monitor, coaching, and barge in capability. Agent Statistics - includes custom views of all agent calls and workgroup performance statistics. Group Statistics - real time status and performance of workgroup. Queue - real time Queue status and QoS rating for the call queue

7 MaxInsight Monitor and Measure the Service Quality of Your Contact Center MaxInSight collects operational data from the MaxACD, filtering that data to display designated key performance indicators. These critical call center performance indicators can be presented on large flat panel displays for all agents to see, or on the desktop of managers and supervisors. With more than 50 fields of data available, the MaxInSight real time dashboard display provides all of the information required to monitor call center operations. Maximize Performance The workforce can make proactive daily decisions based on real-time data Management becomes focused in critical areas where they are needed most Agents are able to see their daily goals in real-time Empower Workforce Managers or senior staff will have a quick view into contact center performance Check daily status in real time without running reports Managers and agents have more confidence in their decisions with real-time information Available data points: Total agents login, busy, in wrap up and wait mode Total calls in queue, exceed service threshold, and longest queue time Cumulative, average, and percentage of talk time, wait time, and abandoned calls Inbound and Outbound call volume Queue, Trunk, Workgroup and Agent Activity

8 Call Recording Improve Customer Service and Agent Productivity AltiGen s integrated Call Recording for Lync Server provides a powerful option for accurately capturing voice conversations. The demand for call recording has increased dramatically in recent years as businesses work to improve customer service and agent productivity, address security concerns, and comply with legal requirements such as the Health Insurance Portability and Accountability Act (HIPAA), Sarbanes-Oxley, and SEC regulations. With support for on-demand and full-time centralized recording, AltiGen s solution provides flexible recording options for Lync agents. As an integral component of AltiGen s MaxACD solution, the need to purchase a 3rd party call recording solution has been eliminated. Features: On-demand extension recording to a centralized network location Automatic call recording to a centralized network location In-bound and out-bound PSTN & SIP trunk recording Benefits: Compliance with legal requirements Employee performance management Employee training by example Call Center quality monitoring Protection against litigation Call Recording Management AltiGen s integrated call recording options for call centers enables your business to accurately gauge call center performance. Utilize AltiGen s call recording, search, playback and storage of voice interactions to help you identify trends and opportunities to streamline processes that will improve the quality of your agents customer interactions and deliver exceptional service. Enable individual & multiple workgroup call recording Supervisor initiated on-demand voice recording Configurable (10%-100%) call recording sampling for agent/workgroup quality assurance VR Manager utility to search, playback, and archive the recorded conversations

9 MaxReports Accurately Track Key Metrics and Performance MaxReports combines with Microsoft SQL server and Apache Tomcat to provide a web-based reporting application that can generate up to 40 predefined reports, designed to provide both detail and summary views of Lync agent and workgroup performance. Comprehensive call detail reporting Agent & Workgroup performance summary reports Service Level reporting and analysis Inbound / Outbound call summary reports Export reports as HTML, Excel, or PDF files Support for multiple users is provided via unique login credentials, allowing each user to setup personalized queries and reports, and custom schedules for automatic report delivery via . The system further supports external logging of CDR data to Microsoft SQL and 3rd party SMDR compatible applications. For more information on AltiGen s MaxACD for Lync, please visit us at or give us a call at 888-ALTIGEN( )

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