Naso CC Statistics & Call Center system

Transcription

1 Naso CC Statistics & Call Center system version 2.0 CTI Solutions

2 System main functions PBX integration Calls history Agent s application Displaying call information Clients database Supervisor s application On-line status of all agent s status / phone lines Statistics on calls and work performance User / lines management Dialer outbound call management

3 System main functions Agent s application Agent s application allow to log to the system which is also logging to Hunt Groups and notification that agent is ready to process calls. Agent see all information on incomming call (caller ID, customer name, infoline) before anwsering a call. Changing statuses allows to report time used for calls and other activities. Agent can see customer s history, missed calls, number of waiting customers in all infoline queues. Application have built-in IP softphone. Functions Loging to system Changing statuses (active, different types of break) Info on incomming call Info on infoline queue Info on availability of co-workers Customers database Displaying information on incomming call (client s name, company type, comments) Possibility to comment call / select call type (from predefined list) Automatic dialing (depending on phone type) History of own calls / call of selected client History of own statuses Build-in IP softphone

4 System main functions Supervisor s application Supervisor s application allow to view current status of all agents, queues on Infoline, preparing analysis on agents work (list of calls, numer of processed calls, agents work performance). It also allows to define lines, users, hunt group assigments. Multilevel user rights allow to define users managing different departments on company. Functions: current status of all agents current status of all lines (call direction, caller id, time of call start) status of hunt groups list of all calls with different filter criteria list of statuses of agents with filter criteria information on hunt groups (currently logged agents, free agents, talking) reports on agents work (work duration, numer of calls processed, number of calls missed, workload on infolines) reports on calls based on different criteria (call direction, infoline, agent, duration of call, direction) hourly distribution of calls (investigating peak hours) splited by answered / missed calls System configuration (users, lines, hunt groups)

5 System main functions Dialer Module for automatic outboud campaigns with defined clients target group, assigned agents and scripts for agent s support during talk. Functions Campaign definition Script scenario Assigned agents Target group Activity time (days of week, hours) Automatic dialer Search for free agent, dialing to client Displaying form with script scenario of call Scripts / reports Defining scripts for call (script editor) Registering anwsers from client Campaign statistics Perforemed calls Agents efficiency Number of wrong numbers

6 System architecture System consists of 3 elements: Server application with PBX comunication Agent s application Supervisor s application

7 Naso CC versions Availiable versions Naso CC (both agent and supervisor program) Naso CC LITE (only supervisor program, agent logs to system via phone) Naso CC Mix ( mixed licencing of Naso CC (minimum 5 licences) and Naso CC LITE Naso CC + Percula CRM (supervisor program, CRM program for agent with builtin Naso agent application)

8 Naso CC sample usage Phone trafic analysis Infoline support Sales department support Call Center systems Service department management (client identification, registering issues in CRM) Outbound traffic automatic dialer

9 Naso CC Agent Agent s application

10 Naso CC Agent main functions Loging to system Changing statuses (active, different types of break) Info on incomming call Info on infoline queue Info on availability of co-workers Customers database Displaying information on incomming call (client s name, company type, comments) Possibility to comment call / select call type (from predefined list) Automatic dialing (depending on phone type) History of own calls / call of selected client History of own statuses Build-in IP softphone

11 Naso CC Agent application Changing agent s status Phone status, Call duration Client s info Missed calls info Co-workers status Built-in softphone (option)

12 Naso CC Agent incoming call Possibility to configure actions on incomming call: pop-up window of Naso CC with full info on incomming call notify icon with basic call info (client, caller id) Phone status Call history of a client Info on client notify icon with basic info

13 Naso CC Agent - call in progress Phone status, Call duration Client s call history Client s info Co-workers status Comments on call, Type of a call Redirect to co-worker

14 Naso CC Agent call history Browse call history History of status Changes from today Quick access to Missed calls Filter criteria for calls Calls list: Type Status Date Phone number Client Comments on call (with possibility to change) Possibility to dial to client

15 Naso CC Agent clients database Editing comments on client Edit client s data Call history Click to dial client List of clients, search

16 Naso CC Agent clients database Add new clients Different types of clients: Person, company, employee List of predefined types of company Auto fill-in phone number during conversation with new client

17 Naso CC Supervisor Application for supervisor / administrator

18 Naso CC Supervisor Main functions current status of all agents current status of all lines (call direction, caller id, time of call start) status of hunt groups list of all calls with different filter criteria list of statuses of agents with filter criteria information on hunt groups (currently logged agents, free agents, talking) reports on agents work (work duration, numer of calls processed, number of calls missed, workload on infolines) reports on calls based on different criteria (call direction, infoline, agent, duration of call, direction) hourly distribution of calls (investigating peak hours) splited by answered / missed calls System configuration (users, lines, hunt groups)

19 Naso CC Supervisor On-line overview of all lines / agents Info on infoline (if availiable on incoming call) Call info (numbers, direction, duration) Agent s info (name, current status, when changed)

20 Naso CC Supervisor Group members Online overview of groups Number of busy agents Number of logged in Naso agents number of availiable agents

21 Naso CC Supervisor calls history Criteria for calls search Export calls Info on call (numbers, direion, client, anwser time, comments, type)

22 Naso CC Supervisor calls reports Criteria for reports (date range, agents) Number of calls splited by type and agent Number of calls per type Number of calls per infoline

23 Naso CC Supervisor calls reports Hourly calls distribution (per call type) Agent s activity report: Number of calls per type % of missed calls Calls duration List of calls Agents work time (by statuses)

24 Naso CC Supervisor Statistics on agents statuses Statuses list (with different search criteria) Number of calls per type for each status change Summary reports Data export agents statuses

25 Naso CC Supervisor clients database Add new clients Import from file Client s data Client s call history Client s edition

26 Naso CC Supervisor system configuration User management / user rights System settings User configuration: Assigned line User rights Automatic login on startup Enable Softphone

27 Dialer Outbound calls module Automatic dialer *) english version available on September/November 2012

28 Main functions Dialer Module for automatic outboud campaigns with defined clients target group, assigned agents and scripts for agent s support during talk. Functions Campaign definition Script scenario Assigned agents Target group Activity time (days of week, hours) Automatic dialer Search for free agent, dialing to client Displaying form with script scenario of call Scripts / reports Defining scripts for call (script editor) Registering anwsers from client Campaign statistics Perforemed calls Agents efficiency Number of wrong numbers

29 Dialer campaign definition Basic info on campaign Agents in campaign Current status Report on performed survey Clients target group

30 Question list Dialer script definition Next question Question type: drop down list, text, number, yes/no Add new question Available anwsers to question Defining next question (possibility to define different question depending on anwser)

31 Dialer performing calls Criteria for selecting clients from target group Campain status (active) Day of week, hour (defined as active time for campain) Agent s availiability Maintaing time break between agents calls (defined) Availability of clients (not performed or scheduled for specific date/time) Registerging call rejections

32 Dialer performing call Info on dialed client Registering rejection of call Survey window after anwsering call: Wrong number, reason Schedule day/time of call/survey Perform survey

33 Dialer performing call Script during talking with client, displaying next question to client Question Answered quiestions Possible anwsers Call summary, possibility to add comment Waitng for next call, time remaining To next call

34 Naso CC - licencing Supervisor s licence Minimum 1 licence: statistics, system configuration Agent s licence / line licence Availiable options (active modules): Agent s version Naso CC Agent LITE Call monitoring X Agent s application Dialer * CRM ** Naso CC Agent X X X Naso CC + Percula CRM X X X Naso CC + Percula CRM + dialer X X X X * Dialer will be availiable in english in October/November 2012 ** Percula CRM will be availiable in english in mid of 2013

35 Demo version Demo version is availiable at Demo limitations: 30 days trial period 1 supervisor 2 agents Easy migration to full version only replacement of licence without new configuration of system