In today s ever-changing business environment, creating a call center that

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1 web-enabled call centers provide results and superior customer service In today s ever-changing business environment, creating a call center that delivers top-flight customer service can give your company a competitive edge. And by activating either the Basic or Professional Call Center solution on your Business Communications Manager, your business can create a cost-efficient system for fielding large volumes of calls by a minimal number of agents. The key to creating a successful call center is measurability when call volume and agent performance can be tracked and analyzed, it leads directly to enhanced customer service. Business Communications Manager now includes powerful tracking and reporting capabilities that enable call patterns to be matched with appropriate personnel resources. These turnkey reports are ideal for allocating resources, enabling your company to determine the correct number of agents and skillset resources to precisely meet your customers needs. Key factors such as daily and seasonal trends and skillset usage are easily tracked, delivering a cost-effective solution by ensuring call center efficiency. The advanced features included in the Business Communications Manager Call Center solution can enable your company to go head-to-head with your toughest competitors. By ensuring that calls are answered quickly and routed to the agent best suited to answer the caller s concerns, your company can gain a strategic edge by delivering superior customer service. The Call Center solution is tightly integrated with the other powerful features of the Business Communications Manager platform, including CallPilot* voice mail, auto attendant, and Caller ID data from the public switched network. These interlinked features are a key component of the Call Center communications solutions. Application Brief Business Communications Manager Call Center Software Features and benefits Intelligent routing reduces wait times and improves customer service by routing callers based on call source or destination, or on caller-entered data Configurable skillsets segment call centers based on product, language, or other criteria Agents can belong to multiple skillsets and be prioritized to field calls based on their level of expertise Distributed Call Center increases availability of agents with expert skillsets, empowering them to field calls from almost any location on the IP network Intelligent on-screen IP wallboards provide agents and supervisors with real-time feedback on calling activity from each skillset Granular call center management facilitates efficient call processing, including skillset-based routing, auto attendant, and caller prioritization based on number called, time-inqueue, and Caller ID Web-enabled call center is easily activated, enabling Web surfers to click for agent and be routed to the call center for an online chat or phone callback

2 Table 1. Solution overview Business Communications Manager Call Center specifications and capabilities Platform requirements Capacity Basic Call Center Professional Call Center Management Management interface Script customization Routing and call treatments Agent selection Call routing/treatment decision mechanism Intelligent Routing Intelligent overflow Increased priority Calls waiting, or age of call thresholds Call waiting timers (separate) Number of announcements included Routing steps per routing table Greeting announcement Expected Wait Time Queue position Business Communications Manager keycode option No additional hardware or software required 20 configured agents, 10 logged in 15 lines, 2 skillsets (queues) Up to 30 recorded announcements 250 configured agents, 80 logged in 20 agent priorities 100 lines, 50 skillsets Up to 150 recorded announcements Web-based Intuitive point-and-click interface Drop-down menus On-line help Supported Programmable; longest idle, priority 2 routing tables per skillset, 20 steps per routing table Intelligent routing Supports up to 20 different priorities Destination routing Caller input routing Source routing Overflow to additional skillsets Increase call priority Route to outside number Route to internal number Route to skillset mailbox Route to station mailbox Route to operator Route to CCR tree Ensures that specified caller groups receive a prioritized response Customizable in routing and overflow table Customizable in routing table 150 with Professional Call Center 30 with Basic Call Center 20 Customizable up to 20 per call Customizable up to 20 per call Supports up to 16 wait-time intervals Customizable alerts with up to 16 wait-time intervals 2

3 Business Communications Manager Call Center specifications and capabilities continued Agent features Configurable agent features Multimedia Call Center Softkey option, no additional hardware required Management reporting Platform requirements Reporting capabilities Supervisor features Activity codes Maximum number Multiple entry, prompted entry Voic support Business Communications Manager CallPilot voic Log in, log out Make busy, not ready Break time Supervisor help Click for agent Real-time voice chat Fully integrated Web refresh with greeting table Screen capture Follow me browsing Operating system: MS Windows NT 4 MS Windows 2000 MS Windows XP Pro Memory: 64 MB minimum, 128 MB recommended 17 standardized reports Real-time displays IP softboard support Optional wallboard support (drivers included) Silent monitor Supervisor help 2,000 Supported Fully integrated Advanced capabilities Advanced call routing minimizes hold times, reduces overall expenses, and maximizes call center efficiency. Incoming calls can be quickly routed and prioritized based on user-specified parameters, including language, product to be supported, incoming Caller ID, caller location, and new order requests. Activity codes enable agents to enter one or more activity codes to indicate call prioritization. Activity code reports can be generated based on these entries, providing management with visibility into the type of calls that agents are handling. LAN CTE (Computer Telephony Engine) provides the toolkits that enable Business Communications Manager to bring up screenpops from the CRM database. Data can be retrieved based on Caller ID or account number. 3

4 Reporting for Call Center capabilities Reporting for Call Center is a complete, turnkey solution that delivers real-time displays and historical reports of call center activity. These real-time displays include visual alarms and threshold levels that enable team leaders to quickly resolve potential problems. By providing powerful management tools that deliver visibility into the call center, Reporting for Call Center helps maximize the use of call center resources to efficiently handle incoming customer contacts. A flexible, Web-based reporting package, Reporting for Call Center does not require the installation of client software. Call center managers can easily point their browser to the Reporting for Call Center Web server and access specific information from anywhere on the IP network. Figure 1. Real-Time Agent Detail Report screen Telephone = Voice call Globe = Voice MMCC Smiley face = Chat ID of the skillset the call belongs to Real-time information enables supervisors to monitor skillset traffic and agent performance, and to reallocate resources on an as-needed basis Generates reports for any elapsed period of time, streamlining the process of collecting the exact information required Intuitive Web-based tools enable managers to control the skillsets that supervisors can access, and the capability to assign wallboard access to supervisors and agents Tight integration with other BCM applications provides automatic updates of Reporting for Call Center information, including changes in skillsets and the addition or deletion of agents Provides Message Waiting indicator that displays the number of unread messages in skillset mailboxes Multilingual capabilities enable supervisors to operate in their own language, independent of the language used by other supervisors Wallboards and softboards can operate in the language appropriate for individual agents Data can be exported to Crystal Reports, Microsoft Excel, Microsoft Word, or Adobe Acrobat for creation of customized reports Color-coded agent states: Blue = Available Dark green = Break time Light green = Incoming Grey = Incoming non-call center Yellow = Outgoing Gold = Supervisor monitoring/responding to help request Pink = Call on hold Light grey = IC Dark grey = Not ready 4

5 Figure 2. Real-Time Call Summary screen The Agent Detail screen provides real-time visibility into agent activity. Call center managers can see agent status at a glance, and quickly determine if an agent is available, not ready, already on an incoming or outgoing call, and view other activity-based data. Real-time reports deliver key insights into call volume and call patterns. A variety of displays and alarms are included that enable the team leader to make immediate adjustments to compensate for changes in calling activity. An essential tool for smooth call volume management, the Real Time Call Summary screen provides a quick and easyto-understand overview of agent activity in each skillset. The window displays the number of answered and abandoned calls for the current hour and day, call wait times, grade of service, and the skillset message waiting indicator. An alert that shows when preset call conditions have been exceeded is also included. Color change when thresholds have been exceeded Figure 3. Historical Reports Incoming Call Traffic Report Total number of calls presented to the skillset Direct Indirect Number of answered calls By agent By voic By operator By non-agent A breakdown of the answered calls with respect to the Primary Alert (P) and the Secondary Alert (S) as follows: Number answered <P Number answered >P (and <S) Number answered >Sa A grade of service will be calculated and displayed Number of abandoned calls Unstaffed calls Number of calls that have left the skillset Because of an overflow rule By any other means, including routing steps, CCR, etc. A selection of historical reports is available to assist management in fine-tuning the call center and increasing customer service. Reports can be generated for any specified period of time and scheduled to be produced at a particular time. Historical reports are a key tool for providing insight into calling patterns, enabling management to prepare for heavy call volumes. Call center managers can see at a glance how agents are spending their time and fine-tune the call center accordingly. Agent Profile, Agent Audit, and Agent Summary reports provide detailed data on agent performance, enabling managers to detect excessive wait times, abandoned call trends, and call overflow patterns. Data is also collected on the number of answered calls by agent, voic , operator, and non-agent. 5

6 Strengthening your market position with Call Center Solutions delivers a powerful call center solution with measurable results, enabling your business to create an efficient, cost-effective system for fielding customer calls. By activating either the Basic or Professional Call Center solution on your Business Communications Manager, your business can provide superior customer service and realize a strategic advantage over your competitors. For further information on how Business Communications Manager can help your company operate more efficiently and increase its profitability, contact your local reseller or visit In the United States: 35 Davis Drive, Research Triangle Park, NC USA In Canada: 8200 Dixie Road, Suite 100, Brampton, Ontario L6T 5P6 Canada In Caribbean and Latin America: 1500 Concorde Terrace, Sunrise, FL USA In Europe: Maidenhead Office Park, Westacott Way, Maidenhead Berkshire SL6 3QH UK In Asia: Asia Level 5, 495 Victoria Avenue, Chatswood, NSW, 2067, Australia In Greater China Tower, Sun Dong An Plaza, 138 Wang Fu Jing Street, Beijing , China is an industry leader and innovator focused on transforming how the world communicates and exchanges information. The company is supplying its service provider and enterprise customers with communications technology and infrastructure to enable value-added IP data, voice and multimedia services spanning Wireless Networks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global company, does business in more than 150 countries. More information about can be found on the Web at: For more information, contact your representative, or call NORTEL or from anywhere in North America. *, the logo, the globemark design, and CallPilot are trademarks of. All other trademarks are the property of their owners. Copyright All rights reserved. Information in this document is subject to change without notice. assumes no responsibility for any errors that may appear in this document. NN