HP exchange Call Center Software for VCX Solutions Series Overview

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1 Overview Models HP exchange Call Center Base Package VCX Software HP exchange Agent Inbound Voice VCX Software HP exchange Visor Monitor VCX Software JE303A JE304A JE306A Key features Feature-rich call center solution Improved customer interaction and satisfaction Increased agent productivity Improved call center operations Lower costs, increased revenue per agent Product overview The HP exchange Software for VCX solutions offers sophisticated call handling capabilities to help businesses take control of their day-to-day operations and the strategic direction of their call centers. The call center software not only improves visibility of vital key statistics, but also protects and improves revenue by reducing the number of dropped calls in queue, decreasing average wait times, and letting supervisors fine-tune staffing to align with the demands of inbound traffic. The application empowers agents by providing timely access to relevant information so they can respond more quickly to customer requests. And as customer calls are answered faster by skilled, well-informed agents, organizations can promote customer loyalty. The base package includes the exchange Engine for establishing call routing rules, exchange Administration for creating call center profiles and parameters, and exchange Visor for supervising the center and generating management information. Features and benefits Management Improved call center operations: HP exchange Administration software provides multiple management levels and access rights to help supervisors monitor and control call center performance; real-time graphical displays of critical information, such as agent/group states, hold times and queue management statistics, and powerful reporting functions including an extensive suite of predefined and custom reports support timely decision making Additional information Lower costs, increased revenue per agent: using supervisory monitoring as a training tool, agents can be taught as they work; relevant learning experiences decrease training time and increase effectiveness; in addition, statistics culled from realtime data produce actionable intelligence, helping managers better deploy agents, removing or adding them to a shift as needed; hold times are also reduced, leading to increased call completions and, by extension, greater captured revenue Technical features Position-in-queue announcements: informs callers of their position in the queue so they can better handle delays or consider contact options; position-in-queue announcements further help customers manage any unavoidable response delays and reduce the number of dropped calls In-queue announcements: the option to play at timed intervals as many as 20 messages for waiting callers gives organizations opportunities to enhance their customer relationships DNIS, ANI, and caller ID recognition: identification of inbound call information increases the efficiency of agent responses DA Worldwide Version 1 September 3, 2010 Page 1

2 Overview Wrap-up codes: tracking and reason codes for post-call reporting help ensure that customer requests are handled well and quickly Real-time monitoring and reporting: up-to-the-second information lets supervisors fine-tune call center operations Workforce management integration: the flexibility to use exchange in combination with a variety of management tools such as Blue Pumpkin and EDS supports existing business solutions Wallboard integration: support for third-party wallboards enhances an organization's infrastructure investment User productivity Improved customer interactions and satisfaction: for fast response to customer needs, inbound calls are efficiently routed to waiting agents using any combination of three algorithms (terminal, circular, and longest idle); to help ensure that all responses are from qualified, knowledgeable agents, callers are routed to one of up to 256 ACD groups that organize agents around the needs of the business by department, workgroup, and specialties (e.g., language, skills) Increased agent productivity: call center workers have an intuitive, on-screen toolbar with the Windows -based HP exchange Agent that administrators can customize to include most frequently used features; because minimal screen space is required by the application, agents can simultaneously view multiple PC applications, including tools such as CRM, that are native to the call center Desktop applications: increase productivity by allowing agents to easily continue performing logins/logouts and release and resume functions directly from their PC desktops; optional HP Agent Board software enables real-time messages to be displayed on a PC screen so that agents can gather vital statistics without looking away from their computer monitors DA Worldwide Version 1 September 3, 2010 Page 2

3 Technical Specifications HP exchange Call Center Base Package VCX Software (JE303A) exchange Call Center base package bundle provides comprehensive voice routing and management system controls. It monitors and reports contact center interactions, as well as call distribution and call handling activities. Included in the base package is EPICEngine software, 2 Sybase SQL licenses, 10 Inbound Voice agent licenses, and 1 exchange Visor license. Requires purchase of a separate Windows or 2003-based server. The package ships with 1 server and 1 supervisor USB dongle. 3-Year, 9x5 SW phone support, software updates (UV746E) 3-year, 24x7 SW phone support, software updates (UV747E) HP exchange Agent Inbound Voice VCX Software (JE304A) exchange Call Center Agent Inbound License (5 Agent bundle) provides licenses to add 5 inbound agents to the exchange Contact Center. 3-Year, 9x5 SW phone support, software updates (UV740E) 3-year, 24x7 SW phone support, software updates (UV741E) HP exchange Visor Monitor VCX Software (JE306A) exchange Call Center Visor Monitor License provides access to only the real-time supervisory information of the exchange Contact Center. This license is a subset of the exchange Visor License and does not offer administration or historical reporting. One license must be purchased for each user who wishes to monitor the contact center. The SKU ships with 1 USB dongle. 3-Year, 9x5 SW phone support, software updates (UV736E) 3-year, 24x7 SW phone support, software updates (UV737E) DA Worldwide Version 1 September 3, 2010 Page 3

4 Technical Specifications Features PLATFORMS Windows 2000/2003 servers VCX Software Version c or later Supported Platforms include VCX V7000 and VCX Connect INTERFACES SIP-based integration. No media licenses required. CAPACITY ACD groups maximum 256 DNIS maximum 256 Call attempts per hour 2,000 Calls per hour 2,000 DA Worldwide Version 1 September 3, 2010 Page 4

5 Accessories HP exchange Call Center License Software for VCX HP exchange Visor VCX License Solutions HP Agent Board VCX License accessories HP VCX Wall Board VCX License HP Formula Editor VCX License HP VCX Work Force Management Connectivity VCX License HP exchange for NBX to VCX Upgrade License JE305A JE307A JE308A JE309A JE310A JE311A To learn more, visit: Copyright 2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. Windows is a U.S. registered trademark of Microsoft Corporation. DA Worldwide Version 1 September 3, 2010 Page 5

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