OpenScape Contact Center Agile V8

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1 OpenScape Contact Center Agile V8 Bringing Customer Satisfaction Within Reach Page 1

2 Agenda Introducing OpenScape Contact Center Agile Business Value Summary Agent Desktop Presence and Collaboration Manager Desktop Integrated and Callback Intelligent Group-Based Routing Supported Environments Page 2

3 Introducing OpenScape Contact Center Agile Is your company offering voice and interaction channels to your customers? Are you looking for ways to increase productivity in contact handling? Do you want to leverage employee knowledge beyond the contact center to improve customer satisfaction? Are you looking for an integrated solution but without the complexity? Page 3

4 Introducing OpenScape Contact Center Agile Intelligent group-based integrated voice and routing for small to midsize contact centers Up to 100 active agents (including remote and distributed) Next generation visualization tools for enhanced contact center management Intuitive agent desktops for improved productivity Innovative presence and collaboration tools to help agents achieve first contact resolution Software-only solution that fits easily within your IT infrastructure Seamless upgrade to OpenScape Contact Center Enterprise for investment protection Agile Page 4

5 Business Value Summary June February Page 5

6 Business Value Summary Easy to Implement and Maintain Streamlined installation wizards with built in configuration validation Easy-to-learn, intuitive Agent, Supervisor, Manager, and Administrator Desktops require less training and faster start-up Implement your contact center solution in days, not weeks or months Page 6

7 Business Value Summary A modular software solution that easily evolves with your changing needs Flexibly grow your contact center up to 100 active agents Start with one media then easily add new media when you are ready: Voice Callback Web Collaboration Page 7

8 Business Value Summary Designed for Growth and Evolution Flexible Deployment Options: Traditional (TDM) Hybrid (TDM-IP) Pure IP telephony Deploy individual IP agents where needed Evolve to a completely IP-enabled contact center Cross platform support with one application base Page 8

9 Business Value Summary Evolve your contact center to meet your business needs Seamless upgrade path to OpenScape Contact Center Enterprise: Increased agent capacity to 1500 active users Skills-based routing Web Collaboration Multi-Site Networking CRM Ready Integrations and SDK toolkit Agile Enterprise Page 9

10 Agent Desktop June February Page 10

11 Leadership in User Experience Agent Desktop Fully blended Agent Desktop for handling voice, and callback interactions Highly intuitive and visual user interface for efficient and effective interaction handling Flexible and customizable application desktops for enhanced usability Multi-language support with changes on the fly English German Spanish French Italian Brazilian Portuguese Page 11

12 Agent Desktop Contact Handling Intuitive, blended desktop for multimedia contact handling (voice, , callback) Easy-to-use softphone and agent state controls Real-time screen pop of contact information and customer data for all media One-click access to previous interactions via the Contact Log Page 12

13 Agent Desktop Voice Contact Handling Intuitive softphone to streamline voice interaction handling Screen-pop with contact details and customer data synchronized with each incoming call Directory tab with data from an LDAP directory lookup Convenient access to Wrap-up reason codes that can be tracked and reported on Page 13

14 Streamlined Multimedia Contact Handling Intuitive blended desktop for handling contacts Screen-pop with sender and contact details synchronized with each incoming Directory tab with data from an LDAP directory lookup Convenient access to Wrap-up reason codes Page 14

15 Streamlined Multimedia Contact Handling Internal and external forwarding and consultation Auto-suggest templates library Thread history for interactions Additional Client Search functionality history helps agents understand the sequence of interactions leading to a satisfactory resolution Page 15

16 Agent Desktop Handling Callbacks Allow customers to request a callback via automated attendant or from the web Customer callback requests are part of the call queue processing flow Automatically call the customer back if they abandon while waiting in queue Integrated preview dialer Callbacks routed by matching agent qualifications and availability with call requirements Blended inbound/outbound queue helps improve agent utilization Page 16

17 Agent Performance Feedback Agent Statistics Empowering real-time personal performance statistics streamed to the agent s desktop Adherence and personal performance statistics ensure business targets and metrics are visible Continuous feedback enhances Agent satisfaction and enables self management Page 17

18 Presence and Collaboration June February Page 18

19 The Agent Can t Always Do It Alone State: unavailable agents rely on assistance from others to resolve more than 25% of difficult, sensitive or urgent customer calls Subject Matter Experts States: available talking working Manager / Knowledge Worker Source: Siemens Communications / CRMxChange Survey, 2006 Contact Center Agent State: available Customer Caller Supervisor Page 19

20 Leveraging the Knowledge and Expertise of the Extended Enterprise Enterprise Users / Knowledge Workers Distributed / Remote Agents Voice over WLAN Collaboration Voice Collaboration Contact Center Agents Collaboration Voice Collaboration Allows users to view real-time availability, communicate and collaborate with team members across the enterprise, regardless of location or media Page 20

21 Presence and Collaboration Give agents the ability to see who is available to help resolve a customer issue in real-time Leverage the knowledge and expertise across the company to provide higher value interactions Increase first contact resolution, productivity and customer satisfaction ((( Page 21

22 Agent/Expert Presence and Collaboration Visually monitor the immediate presence and availability of users across voice and media View user presence status within an LDAP directory search Instantly identify who is available to accept a call transfer or assist in a call or interaction One-click to communicate makes collaboration fast and easy across the company Unavailable Available ((( Talking Processing Working Logged off Page 22

23 Team List and Team Bar Users can be sorted and viewed by job role, department, group or name Select user for collaboration based on area of expertise or readiness to communicate Avoid unnecessary callbacks, re-queues, blind transfers or transfers to voic Page 23

24 Speed List and Speed Bar Fast and easy retrieval of contact information for frequent internal and external contacts Up to 100 entries in the Speed List Add entries from an LDAP Directory to the Speed List with just a mouse click One click to communicate via phone or Page 24

25 LDAP Directory Integration Access to unlimited data from your LDAP directory Convenient search functionality Add directory entries to the Speed List / Speed Bar Returns snapshot presence for immediate collaboration Multimedia productivity beyond the boundaries of the contact center Page 25

26 Manager Desktop June February Page 26

27 OpenScape Contact Center Agile Manager Desktop An intuitive Management interface with the tools to effectively manage your Contact Center Administration Center Broadcast Center Design Center Report Center Telephony Center Page 27

28 Manager Desktop Administration Center Truly unified desktop for all system administration functions Define and administer users and groups, with the ability to update the profile for multiple users Make changes on-the-fly Easily manage user profiles and permissions with ultimate flexibility and security Page 28

29 Manager Desktop Broadcast Center Easy point-and-click setup for rulesbased Wallboard and Broadcaster ticker tape output Send real-time statistics and performance data for all media directly to wallboards and user desktops, or project onto a plasma display from a user's PC Configure rules-based thresholds to alert agents of changes in important operational conditions Page 29

30 Manager Desktop Design Center Unique, graphical Design Center with visual, workflowstyle tools Easy-to-use single point of design for all routing strategies and contact processing flows: Voice Page 30

31 OpenScape Contact Center Call Director Integrated IVR Fully integrated into the Design Center workflow Auto-answer, greetings, intelligent messages and announcements Menus and caller navigation for automated pre-routing Digit collection and related screen pop External open database ODBC read / write access Custom components to execute virtually any routine or external application Dynamic, multi-format Numbers-to-Speech playback Page 31

32 Manager Desktop Routing and Queue Processing Unified routing engine to categorize, route and queue interactions Visual, workflow-style interface to define routing strategies and queue processing flows categorizations based on content analysis of subject line and body text Auto-acknowledgement, autoresponse and auto-suggest in HTML and plain text format Enables closed loop tracking Page 32

33 Manager Desktop Callback Use intelligent group-based routing to match callbacks with the best qualified available agent Blend inbound calls and callbacks to improve agent utilization Multiple callback queues for different types of callback interactions Intuitive interface for agent defined callbacks to ensure follow-up Enable the customer to request a callback as part of a routing strategy or while waiting in queue Automate defining callbacks for customer calls abandoned in queue Web interface for customer requested callbacks Page 33

34 Manager Desktop Microsoft Dynamics CRM Integration Microsoft Dynamics CRM integration out-of-the-box Easy to implement screen-pop functionality using a fully integrated component in Design Center Identify and retrieve customer record based on ANI or inputted digits Push screen-pop to agent desktop synchronized with each incoming call Page 34

35 Manager Desktop Report Center Point-and-click to define and view a virtually unlimited number of reports Real-time and cumulative views, alerts and notifications Graphical and tabular historical reports Blended media or media-specific Integrated trend analysis and projection Page 35

36 Manager Desktop Report Center Real-Time and Cumulative Views Simultaneously view up to four real-time and cumulative reports Enhance management decision making with a built in analytic model for trend analysis and projection Define audio and visual threshold alerts when operational metrics are exceeded Specify multiple views for fast and easy access Page 36

37 Manager Desktop Report Center Historical Reports Create historical reports in flexible graphical and tabular formats Output reports for on-screen display, ing, printing, or export to various file formats (Excel, HTML, Text, PDF) Use the report scheduler to automatically run reports on a daily, weekly or monthly basis Page 37

38 Manager Desktop Report Center Activity Reports Easy-to-use interface for defining and running detailed activity reports Examine the step-by-step progression of any incoming contact Review the activities of any user for a specified time period Report on scheduled callbacks Page 38

39 Integrated and Callback June February Page 39

40 Integrated and Callback Improve customer satisfaction and accessibility by offering a choice of communication channels Optimize agent productivity with a common user interface for all media Increase management productivity with cross-media administration, views and reporting Leverage one common routing engine and management interface for voice, and callback interactions Page 40

41 Integrated Route customer s into your contact center to agents with the skills to handle s Optimize agent productivity with a common user interface for voice and interactions Increase management productivity with common tools to handle s like any other media Leverage familiar contact center framework and tools for both voice and Page 41

42 Integrated Callback Scheduled customer callbacks to improve customer satisfaction Blend inbound and outbound voice interactions to optimize agent utilization Give the customer the option of requesting a callback instead of waiting in queue Offer your customers a web callback interface for creating callback requests that fit their schedule In case of longer wait times, create callbacks on abandon in queue to ensure follow up Page 42

43 Intelligent Group-Based Routing June February Page 43

44 Group-based Routing Agents in a Single Group Agent can be assigned to up to 50 different groups Simple but efficient distribution of voice calls and s Wait times reduced for your customers through assigned overflow groups Easily aligns with existing organizational structures in your environment Tom Jenny Liz Betty Jack Anna Page 44

45 Group-based Routing Agents in Multiple Groups Agents can belong to up to 10 different groups at once Better leverages agents with multiple capabilities Optimizes distribution of voice calls and s among capable agents within a group Maximizes agent utilization and capabilities Can be combined with overflow groups to further reduce wait times Tom Liz Jenny Billing Gerald Sue Service Theo Ron Jack Anna Beth Page 45

46 Supported Environments June February Page 46

47 Pre-Integrations and Interfaces OpenScape Contact Center Agile is pre-integrated with: XML interface for Workforce Optimization (e.g. Verint - Blue Pumpkin) Interalia XMU + and SBX Devices Spectrum Wallboards Standard interfaces for: LDAP Directories Screen pop API 3rd party IVR API (HPRI) Read/write to ODBC compliant external databases Page 47

48 Supported Communication Platforms Software and Hardware Communication Platforms: HiPath 3000 V7, V8 Server Software: Windows Server 2008 Standard Edition with SP2 Windows Server 2008 Enterprise Edition with SP2 Windows Server 2003 R2 Standard Edition with SP2 Windows Server 2003 R2 Enterprise Edition with SP2 Windows Server 2003 Standard Edition with SP2 Windows Server 2003 Enterprise Edition with SP2 Server Hardware: Minimum: Intel Xeon 3065, 2 GB RAM, 160 GB HD Client Software: Windows 7 Professional/Enterprise Edition Windows Vista Business/Enterprise Edition (SP1 or later) Windows XP Professional Edition (SP3 or later) Page 48

49 Supported Agent/Supervisor Devices and Clients OpenScape Contact Center Agile supports the following devices and soft clients: optipoint 410 family optipoint 420 family optipoint 500 family opticlient 130 Page 49

50 You can right now! Page 50

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