Unified Communications

Transcription

1 Unified Communications Ancero UV/UC Services Suite a new breed of phone system that adopts cutting edge technology to meet today s business needs. Ancero s Utility VoIP includes the top rated Unified Communication Solutions that provide the right amount of UC functionality to enable greater productivity with seamless integration. Each Unified Communication service can be added individually as needed or as the whole suite. Click to Call for Outlook & Full feature Enterprise Instant Messaging & Call Center Reporting

2 Enterprise Instant Messaging Your team members need to communicate in real-time in today s business environment. You could build out your secure, private IM infrastructure but that would be costly and provide limited integration. Utility VoIP UC offers a cost effective solution that provides private, secure, instant communications between team members. In addition, it integrates your IM communications with your Utility VoIP phone system to deliver a truly unified presence. Features such as the at-a-glance call status (Busy Lamp Field) allow you to see who is busy on a call, in real time, but still allows you to interact with them, without interrupting their call. Enterprise Instant Messaging provides both one-to-one and conference room based IM for private strategy session or on the fly collaboration. It also simplifies the ongoing effort required to maintain user and group permissions and accounts by easily integrating LDAP/Active Directory Utility VoIP Enterprise Instant Messaging delivers instant, private communications for your entire organization.

3 Unified Communications Call Center Reporting Suite Benefits Utility VoIP UC Call Center Reporting Suite provides a powerful set of tools for small to medium size businesses to quantify the performance of their inbound call centers. Combining the power and versatility of the Utility VoIP platform with robust call distribution / agent performance reporting and real-time status checking, providing an unrivaled mix of powerful features and value to improve operational efficiency. The Reporting Suite delivers comprehensive reporting, displays accurate information for your call center activity in easy to understand, formatted tables with user friendly graphics. You also have the option to export reports in convenient.pdf or.csv (Excel) formats. Several different metrics are available: Service Level Agreement, Abandon Rates, Call Distributions, Agent Activity and many more. Figure A. Call Distribution Report Figure B. Unanswered Call Report Call Queues Agent log-on/log-off Real-time performance metrics Comprehensive reports Call Distribution reports (Fig. A) Per day Per hour Per day of the week Answered call reports By agent By service level By queue Disconnection cause Unanswered call reports (Fig. B) Disconnection cause By queue Agent log-in/log-off reports Time per call reports (per, avg, total) Time per agent reports (per, avg, total) Hold time reports (per, avg, total) Service level reports Disconnection cause reports Download reports in.pdf or.csv Real-time reporting for queues and call waiting

4 Click-to-Dial Outlook Utility VoIP provides powerful and seamless integration into Microsoft Outlook without the need for add on toolbars, plugins or any additional clutter. Delivered as a system level driver and working with the existing TAPI interface, Utility VoIP UC Clickto-Dial for Microsoft Outlook enhances your team s experience simply by using the native dialing functionality that Microsoft built into Windows. Select the contact you wish to call, right click and select "Call" to launch the "New Call" dialogue. Then click the "Start Call" button and your desk phone will ring. Answer the phone and the call will be connected to the remote party automatically. You may also end the call from this dialogue (a very useful feature for headset users) or create a new journal entry upon dialing. Designed to be powerful but unobtrusive, Utility VoIP UC Clickto-Call for Microsoft Outlook will increase productivity for your entire organization without the learning curve typically associated with integrating new software.

5 Utility VoIP UC provides receptionists, call center supervisors, trainers and management with the tools they need. It s the ultimate heads-up view into what s going on in your business. The enhanced switchboard provides dynamic views that increase productivity and enhance the way your organization communicates. For Receptionists Company-wide presence information Transfer to destination extension, voic or external numbers Ability to pick up ringing phones Manage and visualize parked calls and age Real time search and filter of extensions For Call Center Managers and Trainers See agents logged into a queue See agent status (paused, logged off, invalid) See every call waiting in the queue with its timer Manage agents; add, remove or pause queue members Filter extension list to only queue members with one click Listen and whisper to your agents Initiate call recording to disk Utility VoIP UC is delivered as a simple Web App that offers the ease of use and availability of browser based computing with no software to install. Extension Buttons Actions Queue Buttons Conference Buttons 2 Lines per Button Caller ID & Timer Held Calls Paused Indicator Queue Indicator Presence Information Recording Indicator Privacy Options Dial any number Dial Phonebook Entries Inbound Call Notification Visual Phonebook Transfer Transfer to Voic Transfer to External Numbers Record Calls Direct Call Pickup Listen & Whisper Member/Agent List Calls Waiting List & Timers Member Paused Member Busy Member Available Member Invalid Pickup Waiting Calls Pickup Parked Calls Displays Parked Call List Park Button Member List Lock/Unlock Conference Mute/Un-mute member Mute/Un-mute All Invite External Members Talk Detection Display