OMNIWorks Contact Center Solutions

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1 Delivering Superior Customer Service

2 OMNIWorks Multi-Media Contact Center Today s technology-savvy, time-sensitive customers expect more than just a good product or a great price. They expect even demand, superior customer service and quick, convenient access to information, no matter what method of contact they use. Contact Centers are a key component to satisfying this demand. The right contact center package can improve customer service, reduce operating costs, boost agent productivity, and increase revenues by: Giving your best customers the attentive service they expect Reducing call abandon rates Matching agents skills to caller demands and profiles Seamlessly managing voice, , fax and web cus- tomer interactions Delivering superior customer service is what OMNIWorks Multi-Media Contact Center Solution is all about. OMNIWorks quickly connects customers to the right resource, manages the interaction and provides the reports and tools you need to optimize contact center operations. OMNIWorks is a multi-media contact center solution that works in conjunction with Teltronics voice communication systems and supports an open message set capable of integrating with any standard telephony switch. OMNIWorks works with VoIP, TDM and hybrid switches. Regardless of your telephony solution, OMNIWorks can enrich your contact center with powerful skills-based routing, custom call handling, and multi-media solutions. Product Overview Designed around client-server architecture and residing on a Microsoft Windows 2003 Server or Windows XP platform, OMNIWorks is a robust and feature-rich contact routing system that meets the demanding requirements of any contact center environment. Redundancy, fault tolerance and customized options are available to accommodate an organization s diverse needs. Key components that make up the OMNIWorks Contact Center package include: OMNIWorks CIM Server a skills based contact routing engine available in single or multi-node configurations, with optional redundancy. OMNIWorks CIM Administrator graphical contact center management tool used to design and administer agent positions, teams, skills, proficiencies, routing options and contact center operations with ease. OMNIWorks Agent Console interactive desktop cockpit that includes contact dependent user interfaces such as a Dial Pad softphone for voice calls, an client and a chat window for inter-agent text chat. Agent Console includes valuable selfmanagement tools to help agents maximize their productivity. OMNIWorks Supervisor real-time and historical reporting application that provides management reports to keep contact centers operating at peak efficiency.

3 OMNIWorks incoming and outgoing communications between customer and agents. The routing script applications can be adapted to meet the organization s business and operational objectives for the contact center without the need to re-compile or stop and start services. Using a developer s tool kit, OMNIWorks applications can be easily and rapidly customized to provide seamless workflow solutions. The kit contains COM objects and open interface API s, database schema and data dictionary to integrate OMNIWorks features with existing infrastructures. OMNIWorks Script Editor a patented drag and drop GUI tool to simplify the design of even the most complex CTI-enabled contact routing. Power Up Your Contact Center User configuration multi-media contact routing Local or geographically-dispersed agents Fault-tolerant Optional components include: OMNIWorks an interface to POP3 compliant servers to provide auto-acknowledgement, skills-based routing and management of . OMNIWorks API enables integration with 3rd party voice switches and applications. OMNIWorks IVR stand-alone or integrated, this full featured interactive voice response system provides customers quick, private self-service access to information as an alternative or supplement to live assistance. CallQuest Fusion Call Recording a full featured, continuous or on demand, call and agent screen recording solution for quality assurance, training, risk management and/ or archival purposes. Reports Manager an automated report generation tool. Intelligent Contact Routing OMNIWorks provides an adjustable matrix for intelligent customer contact delivery. Its advanced features include: Skills Based Routing routing to an Agent most proficient in the skill or combination of skills required to effectively handle the call. Customer Based Routing routing defined by the information stored in an organization s customer management database. Profile Routing routing according to a specified service level for a customer segment. For example, preferred customers can receive priority routing and service level based on a combination of the point of contact and/or customer information. Time-of-Day, Day-of-Week Routing automatically adjust routing for holidays, weekends or resource availability in a 24x7 contact center. Create Custom Applications The routing process can be as simple or as complex as you Easily Customized To maximize your contact center s performance, OMNIWorks need it to be. OMNIWorks can customize call treatment uses a drag and drop routing script editor tool to manage

4 based on any number of factors, provide informational messages to update callers of their status in queue*, and more. All this combines to help reduce call abandon rates and increase customer satisfaction. * switch dependent OMNIWorks Options & Fax Routing OMNIWorks universal contact routing engine provides skillsbased routing of and faxes to improve handling time by queuing and routing s sent to specific groups or departments within your organization. The universal routing engine is designed to route, track, respond to and manage high volumes of customer . OMNIWorks can prioritize , send automatic acknowledgements to assure customers their inquiries are being handled, and set realistic expectations as to when a response should be expected. An automatic acknowledgement can be created for each points of contact to ensure appropriate information is being provided. OMNIWorks allows agents to respond to customers inquiries with the same personalized care as conventional voice calls and gives managers the tools to effectively supervise this aspect of customer communications. IVR for Enhanced Services With the optional integrated OMNIWorks IVR, you can automate responses to common caller inquiries with touch-tone or speech recognition. Customers can interact directly with your computer system to make purchases, manage their accounts, or handle routine inquiries without agent assistance or even while waiting in queue*. OMNIWorks IVR can collect valuable information for call routing decisions and screen pops, provide integrated call recordings, and provide real time queue information to callers in queue*. * switch dependent Streamlined Agent Tools OMNIWorks Agent Console OMNIWorks Agent Console is a Windows 2003 Server or Windows XP multi-lingual desktop console, which resides on the agent s workstation. The Agent Console dynamically launches the appropriate user interface to handle the contact delivered to the agent. For example, voice calls launch the agent Dial Pad, and s launch an embedded client. Call Recording Teltronics CallQuest Fusion Call Recording Solution provides powerful call and agent activity recording and detailed call accounting solutions to help contact center supervisors better manage and train agent personnel and perform quality assurance testing. The optional solution can record voice contact information and even capture snapshots of the agent s workstation screen while a call is in progress. Both voice recording and screen captures are time-synchronized and can be played back to essentially recreate the call for training, service/legal, and quality assurance purposes.

5 OMNIWorks A variety of helpful tools such as call recording, speed Agent Console Features Software based telephone control, text chat and messaging tools Dynamic client launch based on contact type dials, and silent monitoring (for authorized agents) are also available from the Agent Console. The Console provides real time performance statistics for each agent, including length and percentage duration of time spent in various agent states (Ready, On Call, Wrap, Out, etc.), number of Keyboard and/or mouse driven contacts handled, duration and percentage of time spent Integrated speed-dial Supports silent monitoring and optional, agent-initiated call recording Real-time queue and agent statistics for performance self-monitoring actively engaged in handling a customer contact, and current queue information. OMNIWorks includes a selection of user interface skins (graphical interface designs) to allow agents to select the visual interface that best suits their personal tastes and Multiple language support viewing needs. OMNIWorks Manager Agent Console supports the following contact-handling OMNIWorks Manager is an intuitive tool used to set-up and interfaces: manage contact routing and agent queues. Using Manager s OMNIWorks Dial Pad a flexible, non-obtrusive soft- graphical interface, administrators can quickly and easily phone that can be driven by either the keyboard or set up and administer the OMNIWorks resource database mouse. The Dial Pad supports a variety of software used to define contact center activity. features, such as speed dials, pull down directory lists, automated call entry, and standard telephony features such as transfer, conference and hold. OMNIWorks Client a single, integrated solution for organizing and managing communication for the contact center. OMNIWorks Messaging Client launches a presenceenabled text message interface to allow inter-agent messaging. Supervisors can also use this client to broadcast real-time messages to individual agents, teams, or the entire contact center. OMNIWorks can be configured to automatically route contacts to agents when they come available, or to offer contacts to agents in the Ready state. The offer option allows the agent to accept or decline a contact giving agents a greater degree of control over their performance

6 With OMNIWorks Manager, supervisors can manage contact center resources quickly and easily to handle changing campaigns and contact volumes, including moving agents between teams, reassigning skills, changing skill routing priorities to manage peak hours and even dynamically reassigning contacts from one queue to another. OMNIWorks supports dozens of default reports and charts including: Points of contact. Associate available customercontacts with skills that determine which agents can handle a particular type of contact. Skills. Determine areas of expertise to be associated with agents and points of contact. OMNIWorks routes contacts to the available agents most proficient in the type of skill associated with a particular point of contact. The system supports multiple proficiency levels. Agents. Define all agent resources available to the contact center. Skills assigned to each agent determine which type of contacts each agent can handle. Skill proficiencies assigned to each agent for each skill they possess determines the conditions under which OMNIWorks will route contacts for a particular skill to the agent. Teams. Allow contact center managers to group one or more agents together for supervisory and reporting purposes. Teams also determine which outstates are available for members of that team. OMNIWorks Supervisor OMNIWorks Supervisor is a real-time and historical report generator that provides supervisors with the tools they need to monitor and manage contact center performance. A suite of helpful report templates and basic reports offer a starting point from which users can customize and generate new views and reports to suit their needs. Real time reports and charts give contact center supervisors powerful, visual tools to dynamically manage productivity and service levels. Historical reports provide detailed charts and text-based evaluations for in-depth analysis and planning. Reports can be sent to a contact center display (wallboard, flat screen monitor, plasma display, etc.), file, or printer. Report/chart development and customization is a simple matter of selecting reportable components via graphical selection tools. Service Level Agent Productivity Agent Status Summary Contacts Queued by Skill Agent Status Chart Queue Status Agents Available by Skill Outbound Call Management OMNIWorks offers versatile solutions for outbound contact management: Preview Dialing This inexpensive alternative to predictive dialing allows OMNIWorks to offer outbound calls to agents in down time. When agents are in a Ready state for a user-defined period of time, the system offers an outbound calling opportunity to the agent, dials a number from an outbound calling database, and allows the agent to process the call. OMNIWorks includes numerous tools to manage the processing of outbound calling campaigns.

7 Callback Queued voice callers can exit to an IVR system to schedule a convenient time and date for an agent to return their call. The callback request is queued into the OMNIWorks outbound calling database, and at the scheduled time, the first available agent with the appropriate skills accepts the outbound call. Professional Services Teltronics extensive contact center experience guarantees that customers receive the right kind of support to meet their needs. To ensure successful deployment of OMNIWorks, Teltronics Contact Center Professionals work closely with customers to analyze their needs and expectations and provide a solution best suited to the customers business objectives. Meeting Diverse Current and Future Needs With OMNIWorks, you can manage the most complex customer relationships and make better business decisions based on actual operational data. Your customers can choose the most convenient way to conduct business with you, including telephone, and the web. No matter which communications medium a customer uses, you will be able to deliver the service that they want and expect. The Bottom Line OMNIWorks is a highly adaptable and scalable contact center solution that can meet your current and future needs. Its highly integrated, high value features will simplify the management and reduce the operational costs of your contact center. OMNIWorks technology works with you. Ultimately, customers will notice the difference Teltronics, Inc. Specifications subject to change without notice. Teltronics is a registered trademark of Teltronics, Inc. OMNIWorks is a trademark of Teltronics, Inc. All other products mentioned are the trademarks of their respective owners. P/N: Rev C

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