SERVICE LEVEL FEATURES

Transcription

1 SERVICE LEVEL FEATURES Standard Premium Platinum Voice Contact Center Solution X X X Call Recording X X X Internal Agent Chat X X X Multi Office Support X X X Integrated Phonebook/Directory X X X Line State Monitoring for X X X Automatic Agent Status Updates Reporting X X X Customized Agent Statuses X X X Customized Call Disposition Codes X X X Robust Self Service Configuration X X X Portal Extension Dialing X X X Web Based Supervisor Dashboard X X X Call Monitoring and Coaching X X X Incoming Calls to Queue via DID X X X Incoming Calls to Queue via IVR X X Only Call Center Agent Desktop X X X Application GeoRouting X X Advanced Queue Routing X X CRM Integration X X Voice Recognition X Speech to Text X Work Force Management x

2 CALL CENTER AGENT APPLICATION (CCA) The Call Center Agent (CCA) Software is a desktop application used by a Hosted Call Center agent to interact with the Call Center Application. Features Login/ Logout of Contact Center Set Agent Status Available, Busy On Break, Busy, Busy On Call*, Busy Chatting*, Busy On *, Busy Wrap Up*, Busy Dialing Out, Not Ready, Other View number of queued calls Call Logs (Date/Time, Duration and Queue) Call Transfer o o o Queue Extension 10 Digit TN ꜝ Instant Messaging / Chat Call Classification and Resolution Codes Flag Call for Supervisor * System detected status via LSM. Calls must be made from an EarthLink hosted line ꜝ Transfers to International Destinations are not supported via CCA Hardware Requirements 400 MHz+Pentium CPU (or equivalent) At least 96 megabytes (MB) of memory Up to 500 MB disk space may be needed Software Requirements Microsoft Windows 98 or above Windows Installer 3.1 or later Microsoft.NET Framework Version 2.0 or above

3 SUPERVISOR DASHBOARD Cumulative Statistics Global IVR* Queue Total call Received Total calls Answered Total calls Abandoned Total calls Queued Total calls Sent to Voic Answer/Abandoned Rate Service Level (% of calls answered within Acceptable Wait Time) Wait Time (Min, Max, Avg) Talk Time (Min, Max, Avg) *Premium or Platinum Only Real Time Monitoring Queue Calls Waiting Agent Signed On Wait Time Call Detail o Name o Number o Wait Time o Queue Name o Priority Agent Agent Name Team Extension Current Status and Duration Calls Answered, Missed and Transferred Outgoing Calls Total Time Logged On Total Time Not Ready Total Time Available Total Time on Incoming/Outgoing Calls Total Time on Wrap Up Total Time on Break Total Time on Other Status Real Time Call Management Modify Queued Calls o Change Queue o Change Priority Log Agents on/off Send Popup Message to Agent CCA Live Monitoring o Monitor Calls in Progress o Whisper o Barge In

4 AUTO ATTENDNAT & IVR Call Centers normally have an automated system to guide callers to the right resource. Depending on service level there are a number of ways to deliver this capability. Auto Attendant Auto Attendants provide calls with a predefined menu/tree that will route calls to the correct destination based on customer input. The Auto Attendant can have various configurations (such as day/night mode), sub menus for specific departments or a dial by name directory but a call s will route to a fixed destination in the call tree. The Auto Attendants functionality is driven by the Metaswitch and managed via the BG Admin Portal. Integrated Voice Response (IVR) An IVR is a more sophisticated version of the Auto Attendant. The IVR can route based on the caller s location (GeoRouting), incorporate speech recognition and text to speech to more efficiently route calls. An IVR is also great for handling automated simple automated tasks, for example you might follow up a tech support call with a survey, on a scale of 1 5, of how well your call went. The IVR features come from the Telax application and managed via the HCC portal. Standard Premium Platinum DNIS Routing X X X Skills Based Routing X X X TODDOW Routing X X X Multilingual Support X X X DTMF Recognition X X X GeoRouting X X IVR Bulletins * X X Queue Bulletins * X X Emergency Notification (SWAT) via Voice/E mail * X X Transfer to Voic Queue X X Speech Recognition * Text to Speech * Dial by Name Directory X Transfer to Users Voic X * IVR ONLY Auto Aendant ONLY Professional Service

5 CRM INTEGRATION Standard CRM Integration Available for Premium and Platinum (Setup Fee Applies) Supported CRM Providers (Standard) Features: - Salesforce.com - Callers automatically identified and verified - Oracle - Data relating to the customer automatically populates - SugarCRM agent s screen. - Netsuite - Callers can be routed to the previous agent they spoke - Microsoft CRM with. - Remedy - Account specific info can be obtained by your customer - ServiceDesk without speaking to an agent. - Service Now - All data relating to an interaction is captured in one area, the record of contact, and even the call recording is automatically inserted into the customer record. Custom CRM Integration Available for Premium and Platinum as a Professional Service Customized integration support, features/functionality not available with Standard Integration or integration requests to unsupported CRM providers are evaluated via Professional Services. REPORTING Built In Reporting Contact Center Volume Contact Center Performance Caller Geographic Statistics Customer Chat Transcripts Agent Chat Transcripts Automated Report Delivery E Mail o Configurable Schedule/Frequency o Delivered as CSV, Crystal Reports or PDF Secure File Transfer (SFTP) o Configurable Schedule/Frequency o Delivered as CSV, Crystal Reports or PDF

6 QUEUE FEATURES Call Routing Standard Premium Platinum Call Distribution Options (Round Robin or Skills Based) X X X Configurable Max Hold Timer X X X Route Callers to Alternate Destination X X X Route Callers if No Agents are Logged In X X X Advanced Queue Routing X X Overflow to available agents in other queues X X Georouting or Static Overflow Mapping X X Offer Caller an Automatic Call Back X X Thresholds on hold time or callers waiting X X Route caller to Customer Survey after agent interaction X X General Features Music on Hold X X X Configurable Keys to Exit Queue (Route caller to Voic , Operator, Auto Attendant/IVR or 10 digit TN) X X X Notify Caller of Approximate Wait Time X X Configurable Key to Exit Queue ( Queued for Call Back) X X Agent Features Whisper Queue Name X X X Whisper Hold Time X X X Force Available (Wrap Up) Timer X X X Post Call Customer Survey X X Automated Outbound Calling X X