Overview of Outbound Agent Functionality for Contact Centers

Transcription

1 1 Overview of Outbound Agent Functionality for Contact Centers Session 2 Copyright Printed in USA.

2 The Next Chapter in Customer Service 3 Customer Interaction Network Distributed IP-based control Agent location independence Contact treatment either at the edge or the center of the network Multi-channel services CRM integration (Siebel, PeopleSoft, SAP, Oracle, Others) Open integration with traditional applications 4 Copyright Printed in USA.

3 Agenda Blending Product Overview Implementation Overview Product Roadmap 5 Cisco Outbound Option Enables Cisco ICM-Controlled, Outbound Calls through Existing Cisco ICM Infrastructure 6 Copyright Printed in USA.

4 Blended Contact Center Cisco IP Contact Center (IPCC) caters to Inbound Contact Centers Predictive Dialer provides proactive communications for outbound campaigns Cisco Outbound Option merges Inbound + Predictive Dialing to offer a Blended environment for IP Contact Centers 7 Cisco Outbound Option Advantage Scalable and reliable grows with your Contact Center Real-time campaign management Meets changing federal and state laws do not call lists IP-based dialing achieves the fastest ROI Fully customizable for changing business needs 8 Copyright Printed in USA.

5 Key Values Centralized management via Cisco ICM and Cisco IPCC admin workstation Fully integrated to Cisco CTI Contact data delivered to agent desktop application to drive screen pop Fully integrated to Cisco ICM and Cisco IPCC reporting via Cisco WebView Integrates with existing CRM solutions Enterprise-wide dialing 9 Key Features Do not call support True call by call blending Dynamic skill group transition between skill states via Cisco ICM Script Editor Personal callback Dynamic campaigns import without stopping Unlimited campaign support Agent desktop Out of the box or customizable toolkit 10 Copyright Printed in USA.

6 Technology to Reduce Nuisance Calls Cisco Advanced Predictive Dialer Algorithm Designed to minimize nuisance/abandoned calls Terminated and skipped calls are automatically rescheduled Sophisticated algorithm automatically assigns required number of lines per agent Do Not Call List management within the product Actively partnering with vendors who specialize in Do not call list management 11 Migration from TDM to IP Pure Software Based IP_Dialer No Dialogic Cards Required Caller Phone TDM Dialer for Avaya G3 Dialogic Cards Required V Voice Gateway Cisco CallManager CTI Server Outbound Agents (Desktop and Phones) IP DIALER DIALER IP DIALER DIALER ACD PG CallManager PG Cisco ICM Central Controller Logger DB Outbound Database Campaign Manager WebView Client 12 Copyright Printed in USA.

7 Fault Tolerance Run multiple dialers per site Dialers can run across many sites Campaign dialing can be distributed among many dialers Cisco ICM Logger A BA Campaign Manager Outbound Dialers Outbound Dialers Outbound Dialers Phoenix San Francisco Dallas 13 Scheduled Callback vs. Personal Callback Scheduled Callbacks Transfer a Customer to Any Agent Personal Callbacks Transfer a Customer to the Agent who Scheduled the Callback Provides the ability to schedule a callback from the agent workstation The same agent that schedules the callback can be the agent that handles the callback when it is executed Outbound Option Dialer will find the agent as long as they are logged into the switch with the same Agent ID 14 Copyright Printed in USA.

8 Dialing Modes Predictive Skill groups run dedicated Lines dialed per agent is calculated by algorithm Screen pop delivered along with customer call transfer Progressive Skill groups run dedicated or blended mode Lines dialed per agent is configurable Screen pop along with customer call transfer Preview Skill groups run dedicated or blended Presents agent with customer s record prior to dial being placed Ensures agent available prior to placing the call Agent buttons to accept, skip, reject the previewed call 15 Dialer Mode Transition Script 16 Copyright Printed in USA.

9 Outbound Option Configuration Tools Campaign Skill Group/Service Dialer Peripheral/Port Map Campaign 17 Configuration Tools (Cont.) Import Query Rule 18 Copyright Printed in USA.

10 List Management Create thousands of campaigns Assign multiple lists per campaign Create lists based on SQL queries Create rules to move between lists Time range Duration Hit rate Penetration 19 Import Contact lists and do-not-call lists configured on the admin workstation Import scheduling Ad-hoc Weekly Monthly Text file imports (append or replace) Comma delimited Fixed length Bad records stored in log file on the AW 20 Copyright Printed in USA.

11 Campaign Manager Distributes configuration to dialers across an enterprise Maintains the customer dialing list database Provides customer records for every dialer in the enterprise (based on time zone) Sends real-time and historical data to the router 21 Dialer Co-located with peripheral gateway or on a separate W2K server Places outbound calls through switch Reserves agents Requests contact records from campaign manager Sends real-time statistics to campaign manager Monitors skill groups for agent availability 22 Copyright Printed in USA.

12 CTI Desktop Same CTI Desktop for both inbound and outbound calls Two new Cisco ICM ActiveX controls have been added to enable Outbound Option functionality Mode Indicator Control Visual display of the current call mode for the agent Outbound Option Response Control Accept, Skip, Reject, Callback buttons 23 CTI Desktop Contact data delivered to the agent Name, Acct #, Phone #, Campaign ID, Campaign name, Dialing List ID, Time Zone, Query Rule ID Use standard Cisco CTI tools to create a custom CTI Desktop All Outbound Option communication with the CTI Desktop is done through ECC variables 24 Copyright Printed in USA.

13 Reporting View any report using a standard web browser utilizing the WebView reporting system Standard out of the box templates are provided Develop and share custom reporting templates among all enterprise users Both real-time and historical reports available Develop new reports by accessing Cisco ICM, Cisco IPCC or Cisco Outbound Option (Blended Agent) databases directly 25 Reporting (Cont.) Outbound and inbound statistical data stored in central database Reports can be delivered based on: Agent/skill activity Per agent, campaign, skill group Campaigns Talk time, handle time, % penetration Dialers Ports, call classification, campaigns 26 Copyright Printed in USA.

14 Reporting with WebView 27 Customers 28 Copyright Printed in USA.

15 Implementation Overview Robert Mikytuck 29 Adding Blended Agent Control to Your SoftPhone Internal ECC call variables Programming choices Blended Agent SoftPhone Controls CTI Toolkit GeoDCS CTI Toolkit COM/C++ CIL CTI-OS SDK 30 Copyright Printed in USA.

16 Internal ECC Call Variables Blended Agent uses ECC call variables as communication mechanism to/from the CTI client Blended Agent Internal ECC call variables BAStatus, BAResponse, BACampaign, BAAccountNumber, BADialedListID, BATimeZone 31 Internal ECC Call Variables BAStatus 2 bytes Upper byte: P or R or C <Preview or Predictive or Callback> Lower byte: I or O or B <Inbound or Outbound or Blended> BAResponse Used by client to respond to BA activity Accept, Skip, Reject, Call Back 32 Copyright Printed in USA.

17 Using the Blended Agent SoftPhone Controls BA Controls ModeIndicator, BAResponse (4 flavors) Drag and drop ActiveX controls from your IDE palette onto your application dialog Controls handle button enablement/disablement internally so no additional coding is required 33 Using the Blended Agent SoftPhone Controls 34 Copyright Printed in USA.

18 Using the Blended Agent SoftPhone Controls Accept Used to accept Preview Mode calls Skip Used to skip a Preview Mode call and go to the next call in the list Reject Used to reject a Preview Mode call and leave the Preview Mode Callback Used to schedule a callback to the current customer Mode Indicator Used to display current mode of Blended Agent call 35 Using GeoDCS Why do this? Don t like the softphone controls Need to support language other than English Use ECC call variables programmatically Create your own buttons for Accept, Skip, Reject and Callback Create your own Callback dialog to collect callback information from agent Create your own mode indicator display 36 Copyright Printed in USA.

19 Using GeoDCS Accept Skip Reject currentcall.setcallvariablebyname "BAResponse", "Accept" currentcall.setcallvariablebyname "BAResponse", "Skip" currentcall.setcallvariablebyname "BAResponse", Reject Cancel Callback currentcall.setcallvariablebyname "BAResponse", Callback Cancel 37 Using GeoDCS Callback Dim text As String ' Schedule callback text = "Callback " + frmcallback.datetxt.text + " " + frmcallback.timetxt.text currentcall.setcallvariablebyname "BAResponse", text 'Provide Callback phone number text = "P#" + frmcallback.phonetxt.text currentcall.setcallvariablebyname "BAResponse", text 38 Copyright Printed in USA.

20 Using GeoDCS Must enable user created BA buttons in your code based on current value of BAStatus Accept, Reject and Skip enabled if BAStatus = PO or PB Callback enabled if BAStatus = CO or CB Must disable user created BA buttons in your code where you handle Accept or Reject button presses, and after receiving a call cleared status 39 Using CTI OS Why do this? Don t like the softphone controls Need to support language other than English Use ECC Call Variables programmatically Create your own buttons for Accept, Skip, Reject and Callback Create your own Callback dialog to collect callback information from agent Create your own mode indicator display 40 Copyright Printed in USA.

21 Using CTI OS Accept Skip ECCArgs.AddItem " BAResponse ", " Accept " args.additem "ECC", ECCArgs callobject.setcalldata args, nerrorcode ECCArgs.AddItem " BAResponse ", " Skip " args.additem "ECC", ECCArgs callobject.setcalldata args, nerrorcode 41 Using CTI OS Reject ECCArgs.AddItem " BAResponse ", " Reject " args.additem "ECC", ECCArgs callobject.setcalldata args, nerrorcode Cancel Callback ECCArgs.AddItem " BAResponse ", " Callback Cancel " args.additem "ECC", ECCArgs callobject.setcalldata args, nerrorcode 42 Copyright Printed in USA.

22 Using CTI OS Callback Dialog ' Schedule callback text = "Callback " + frmcallback.datetxt.text + " " + frmcallback.timetxt.text ECCArgs.AddItem " BAResponse ", text args.additem "ECC", ECCArgs callobject.setcalldata args, nerrorcode 'Provide Callback phone number text = "P#" + frmcallback.phonetxt.text ECCArgs.AddItem " BAResponse ", text args.additem "ECC", ECCArgs callobject.setcalldata args, nerrorcode 43 Using CTI OS Must enable user created BA buttons in your code based on current value of BAStatus Accept, Reject and Skip enabled if BAStatus = PO or PB Callback enabled if BAStatus = CO or CB Must disable user created BA buttons in your code where you handle Accept or Reject button presses, and after receiving a call cleared status 44 Copyright Printed in USA.

23 Coming Soon! CTI OS-based BA SoftPhone controls just like the CTI Toolkit versions Java CIL which will allow Java application to provide a BA controls 45 Q&A Questions? 46 Copyright Printed in USA.

24 Please Complete Your Evaluation Form Session Copyright Printed in USA.