Product Brochure. Enigma Contact Center. Impressive Customer Experience Thru Unifying Communication

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1 Enigma Contact Center Impressive Customer Experience Thru Unifying Communication IP Multi-Channel Contact Center In order to be successful in today s competitive customer care industry, you need to have the ability to provide your contacts with multimedia solutions. Enigma was one of the first local companies to provide an integrated all in one multi channel Contact Center software solution. Enigma intelligence and functionalities provide unified management for multimedia applications: inbound and outbound calls, s, fax, SMS and web-chat. Effective Contact Centers assist business by efficiently managing resources to enhance customer relationships while keeping overhead costs low. Enigma Contact Center runs on a single server to enable a high level of flexibility and manageability with a lower total cost of ownership. Ultimately Enigma Contact Center is one of the most user-friendly, dynamic, scalable, feature-rich solutions available. This is particularly important when call volumes are unpredictable or external events impact on Unified Contact Center planning.

2 Self-Service Applications A contact center must empower front-line customer service representatives and customers with actionable information through context-driven assisted and self-service applications Web-based Call Center Enigma is a web based application, providing all contact center functionalities. The Enigma server can be hosted at any location of your choice access with a standard internet browser. There is no requirement to install a local application on any of the workstations. If you are looking for a thin client call center solution for your in-house, remote or home agents or to replace complex legacy third party applications, Enigma will be perfectly suited to answer all your contact center needs. Multi sites and Multi Tenants The user can access the application from anywhere in the world, on any computer connected to the internet, with all the necessary security. This functionality is very useful to companies who wish to decentralize their operation employing resources from their homes or at remote site. Enigma allows you to deploy a single unique solution for all your locations, orienting your calls to particular skill sets to the proper locations in order to provide a superior service. Centralized administration accessible over the web as well, offers the ability to manage your campaigns and human resources remotely giving you the flexibility to successfully manage your operations. Interactive Voice response (IVR) The IVR provides a first level of interaction with your clients, it can be used for simple filtering: press 1 for English or 2 for Indonesian or more complex workflow such as call banking, Billing info or phone booking. Have customers input a unique number to identify them or seamlessly detect their ANI (caller-id) and direct them to specific representative or department, efficiently sending calls to TSR s with the appropriate skill sets. Prioritize VIP calls versus nuisance calls. Handling queue management with give choice to caller to leave a massage or still in the queue. Powered by its advanced scripting language Enigma IVR make it simple to implement any kind of custom voice application and to integrate with existing information repositories and applications. The IVR editor consists of an intuitive graphical user interface allowing you to create your IVR scenarios. Equipped with a powerful toolbox you can define your structure, messages and access all your databases. The test mode lets you simulate calls in order to test your IVR before making it live.

3 Affordable, Superior Contact Center For Any Business As a busy and frequently customer interaction, productivity, efficiency, and simplicity are important to you, no matter your business. You need tools and services that help you manage your customer care and drive your business. Enigma is the easiest way for you to Customer Care, wherever you are. Automatic Call Distribution (ACD) Customer service, publicity campaigns, helpdesk, regardless of the industry you are in Enigma allows you to treat your calls by optimizing your response time. The ability to answer calls immediately by playing a personalized greeting and by passing ring tones allows you to take control of the call as soon as it comes in. Queue management provides features to enhance the call experience; prompt your callers with an estimated queue time, personalized campaign messages while they wait that considerably reduce abandon rates. Five inbound abandonment solutions are available to enhance your inbound call management: automatic call back, voice mail, rerouting, Interactive voice response (IVR) or play a specific message. These features provide an intelligent way to manage and control your high volume peaks allowing you to handle your calls more efficiently. Calls are efficiently distributed to agents, in accordance with their skill sets. For each of your queues you can attribute specific skill levels. Enigma will search for the best available skill set prior to commuting the call. With an integrated native CTI link, the script will pop up on the agents screen as soon as the call is received. The CTI link and the scripting tools will provide the information related to the clients record based on the contacts telephone number.. Intelligent Skill based routing Intelligent Skill based routing Call centers handle a wide variety of calls, it s nearly impossible to provide the TSR s training for every scenario, primarily if the calls are related to technical skills requiring specialized training. Human resource management tools allow you to assign a skill profile for each of their campaigns. An intelligent IVR can also be used to redirect calls to specific skill sets. The skill level defines the call priority and the queue time, the ACD will then distribute each call to the agent with the highest skill set, a delay between skill sets can be defined in order for the call to be handled by a secondary skill level, in the event that the primary skill set profile is not available. CRM ERP Outbound Web Portal TDM E1, T1, ISDN, etc Soft phone Agent Desktop Inbound Automated Contact Distribution (ACD) Computer Telephony Integration (CTI) Interactive Voice and Fax Response IP-PBX/PBX/PCPBX Analog FXS, FXO Supervisor Desktop Collection System Multimedia Interface Helpdesk Live Camera Voice Mail System VoIP H.323 / SIP Administrator IM/Chat/Presence Server Reporting SMS Center WallBoard Recording Database Interface External Database

4 IP Web-based & Multi-Channel Contact Center Enabling a seamless transition from traditional to IP telephony. Enigma deliver the true promise of IP, supporting the progressive adoption of cost effective SIP architectures, devices and applications. IPPBX Enigma IPPBX is full-fledged PBX based on IP. It provides a VoIP telephony entry, without renounce of accustomed ISDN-PBX comfort. The Enigma IPPBX combines the flexibility and saving potentials of IP telephony with the functionality and the quality of ISDN-PBX. Due to the Open Source based systemarchitecture the Enigma IPPBX is absolutely non-proprietary and with its standardized interfaces it is easily integrated into already exciting telephony infrastructures. Enigma IPPBX can be connected with the any auto Dialer solution as a complete IP outbound contact center solution included all Office functionality, expected on an IP outbound contact solution, such as : reporting, agent desktop, IVR, etc. With single server configuration, it has 120 concurrent call maximum capacities, with 150 call center representatives registered. Also have maximum 16 spying - coaching and upgradeable up to 8 servers. Enigma IPPBX system offer a rich and flexible feature set both traditional PBX functionality and advanced features, and interoperates with traditional standards based telephony systems and Voice over IP systems. Enigma offers the features one would expect of a large proprietary PBX system such as voice mail, Conference Bridging, Automated Attendance, Call Detail reports, etc. CTI (Computer Telephony Integration) Enigma CTI is a standard-based CTI software that allows other application developers and systems integrators to create voice selfservice, contact center and unified communications solutions for IP and TDM networks at dramatically lower cost by providing out-of-the-box integration with all major communications systems to add CTI capabilities, such as intelligent routing, screen Pop Ups, and monitoring functions, to their contact center applications. Enigma CTI is able to run over major CTI protocol such as CSTA, TAPI, JTAPI and ASAI, it s make Enigma CTI has broad compatibillity with PABX such as Avaya, Alcatel, Ericsson, Panasonic, etc. Auto Dialer System Enigma Auto Dialer System gives users access to state-of-the-art predictive dialing technology combined with the campaign management rules. This allows contact center managers to maximize the efficiency without sacrificing agent productivity. Enigma Auto Dialer System is based on Enigma Contact Center product family with inherent flexibility to incorporate new technology and new business rules. In addition to provide the highest level of integration possible between Dialer and telecom infrastructure, the Enigma IPPBX System platform ensures that Enigma Auto Dialer System delivers excellent performance, yielding higher agent productivity with fewer nuisance calls.

5 ACD, IVR, CTI, Dialer, Full Media Blending In order to be successful in today s competitive customer care industry, you need to have the ability to provide your contacts with multimedia solutions. Enigma intelligence and functionalities provide unified management for multimedia applications: inbound and outbound calls, s, chat, co-browsing, fax, SMS and web-chat. The advanced database management routines, accurate algorithms, enhanced reporting capabilities and other features provide Outbond Contact Center businesses with the tools required to avoid abuses and potential fines. And with Enigma Auto Dialer System user-friendly Campaign Manager component, contact center managers can set-up, monitor and adjust outbound campaigns with unprecedented ease, all in a single, unified platform. Dial Method Preview mode: Using the Enigma agent desktop interface, the agent pre-views customer information and initiates the outbound call. Once completed, the agent updates the database. Progressive mode: The Enigma outbound server actively dials outbound calls, engages call progress detection for all calls, and transfers successfully connected calls to available agents. Predictive mode: In this mode, a predictive algorithm is engaged. The Enigma outbound server monitors agent activity, collects statistics, and predicts future call traffic. Predictive dialing provides the highest efficient. Fax Server Enigma Fax solution completely automates the fax-handling process. This solution is a software-based fax server that can receive multiple inbound faxes simultaneously. The fax interface can intelligently route incoming faxes to the appropriately-skilled agents based on business rules. Outbound faxes can be sent from the agent desktop, or can be sent automatically from the Enigma IVR in response to frequently asked questions. Every fax sent and received is tracked and archived in Enigma Fax Database to provide a complete picture of the call center as a fax handling environment. This feature is a great way to monitor the quality of correspondence and customer service. Voice Recording Enigma Voice Recording application developer has developed the most suitable Voice recording solution available today Enigma Voice Logger. Through collaboration with any voice switching technology, Enigma Voice Logger ensures that organizations are able to effectively leverage VoIP recording solutions to capture and improve multimedia interactions over converging networks. Enigma Voice Logger leverages open architecture and is platform independent to integrate seamlessly into your existing and evolving infrastructure. Enigma Voice Logger is packed with the industries most sought after features including -ready, WAV/MP3 compatibility, feature-rich graphical user interface, customized search capabilities, search and playback over LAN, annotation on each recording for valuable supervisor notes and documentation, and many more

6 Real Time and Periodic Reporting Providing Information you need when and where you need it Reporting Enigma Reporting module was specifically built for call centersvnot a CRM (although we can almost be used as one), Enigma Reporting was built with call center operations in mind. Enigma Reportings are built for call centers, and will show you on your own group, call center reps and trunk performance. Enigma Reporting give you real time reporting about almost anything you are interested about your call center operations: calls, minutes, talk times per hour, what operators are lagging behind, and where you are losing time in your calls. Enigma Reporting give you detailed reports for every second of activity for your call center reps: from simple performance indicators to obscure data like seconds spent waiting for old clients to answer the phone, or the time spent re-scheduling ineffective calls. Enigma Reporting are still not enough for you, the built-in report generator will allow you to extract any data you want to know about your call center performance. Key Features> Solution «All in the Box» Web based architecture ACD CTI Integrated IVR Skill based routing Call recording Auto dialer Full Media Blending (SMS, Fax and ) Automated Callback Windows and Linux SIP VoIP ISDN Multi site Multi tenant Screen pop up And more

7 Intelligence defined In its full implementation, the Intelligent Contact Center will leverage technology to dynamically create and drive an interaction with the customer Our system is developed based on IP network and open system. It takes only one single UTP cable for both of data and voice network. Advantageous on using IP base network are : Least Cost on Investment, fine aesthetic appearances, and simple treat on future development to multi site contact center. These suites of telephony and software integration components are designed to be a foundation on which you can build a communication strategy that improves employee effectiveness when interacting with customers and improve the customer experience when interacting with your business. Our solutions are designed to provide individualized and personalized service, no matter which contact channel a customer prefers. We enable your customers to reach their destination, and be remembered when they return. We fit into your enterprise. We continue to build on the flexibility of our core architecture, which has enabled our customers to expand and scale their solutions over time, taking advantage of current and future technologies, while maximizing the return on their investment. Enigma Contac Center Configuration

8 Intelligence defined The Integrated innovation, with multimedia capability, that solves end-to-end customer issues in the shortest possible time. Our technology advantages are : In-house Team of Development and Support Our in-house team of development and support are mastering on all technical aspect. We are able to provide fully assurance on technical support service and have strong ability to fulfill the operational and technology needs. Open Systems Foundation Recent solutions are based on an open systems communications platform, it s a standards based. This increases ability to easily integrate the voice and data management. It will greatly simplify application integration, infrastructure management, and reduce operational costs. It s a chance for better customer and personal experience also the superior service. Step away from complex, expensive, and proprietary telephony systems. Also eliminate the need for proprietary network components and gateways. Predictive Dialing Modes Proven predictive Dialer algorithm to start dialing on multiple simultaneous lines per agent just before they are ready, to maximize productivity, passing them the next call the moment they are ready. Customers are able to manage their drop rate and dialing speed by campaign. A predictive Dialer is most often used in business to consumer campaigns. Predictive Dialers increase your agents talk time and contact rates. When dialing manually over 50% of your agent s time is wasted. A predictive Dialer can streamline the manual dialing process, choosing a number, dialing the number, listening to busy signals/ wrong numbers/ or answering machines, and leaving messages. Imagine a predictive Dialer that helps increase your call volume by %.

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