CUSTOM INTERACTIVE VOICE4NET TELEPHONY SOLUTIONS. Contact Center HD.

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1 Contact Center HD

2 Contact Center HD (CCHD ) With competition on a global basis, increased demand from users and lingering economic uncertainty, contact centers are a critical component in any company s business and growth strategy. Managing different types of contact mediums effectively such as voice and text enhances your ability to control costs for your most valuable asset, your people. In response to the growing need from our customers, CCDH was created to provide easy to use tools for managing both voice and text communication. At the heart of the solution is our IVR/ACD (Interactive Voice Response & Automatic Call Distribution) solution used to control customer contacts intelligently with your internal resources, your expert workers. Our intelligent media handling capability controls the routing of multi-media contacts efficiently and quickly. The agent s desktop can fully integrate with voice, , web, text and CRM solutions providing call control or pop up screens based on Caller ID or IVR information. IVR applications coupled with ACD configurations leverage the latest voice over IP technology SIP. Traditional voice lines can also be used and both SIP and Digital based systems can scale from just a few agents to thousands in a customer premise, hosted solution, or a blended environment as required. CCHD has two primary components: the communication server and the Contact Center software solutions. The communication server includes the hardware and operating system required to install our solutions used to manage a company s resources. The communication server connects to the PBX through the local area network using a CTI (computer telephone interface) connection with standard interface such as TAPI (Telephony application Programming Interface) which is based on open standards. Also, many proprietary manufacturer protocols are supported for a more tightly integrated approach and for those systems that don t have a standard TAPI interface. 2

3 The routing of contacts (Web, Chat, Voice, or social media) is sent to logical groupings of agent teams with the appropriate skills. As contacts are sent to an available agent the collected information about the caller is passed to the agent so they know who they are talking to or other essential information gathered from our IVR. When all the agents are busy the contact is told the expected wait time and their position in the queue. As an additional courtesy the contact can be placed on call back retaining their position in the queue eliminating the frustration of waiting. Organizations are built with departments or business units that operate independently but are part of an overall organization. People that work in the departments handle calls from several different areas based on knowledge and skills they acquire over time. Call centers typically leverage the internal routing capabilities of a PBX system or enhance them with a Voic / Auto Attendant. Agents are traditionally designed with groups and agents and are assigned to one or more groups depending on the desired call coverage and skills of the agents. The login and logout process can range from a single step to several steps depending on the PBX manufacturer and the quantity of groups a person is potentially mapped against. With CCHD logging into the system is only one step. The grouping of agents is not based on the internal groups of the PBX. Agents don t make the decision for the calls they need to answer; the supervisors determine this and can dynamically change the routing of calls as required. CCHD allows you to group agents into skill sets in an almost limitless variety of ways by forming teams. The team members can be assigned to any or all business units with varying percentages or what we call weighted averages to determine which calls will be sent to the agent from a priority point of view. CCHD call handling capability clearly is the best of class in contact management. Team Building The diagram below is a mapping table used to create the relationship between business units, queues, teams, and agents. The example shows agents assigned to several different business units. For example Jim Winters is assigned to the Sales East Region, Sales Chat and sales . Any contact that is made to these business units will look at his agent ID to route the contact. The assignment of Eastern Chat was used as the team name and he is the only agent in this unique contact routing team. Of course this is an example of a very sophisticated layout in order to demonstrate the power of the CCHD database driven system. However, simple single level structures are also supported for simplified contact centers that have only 1 or 2 teams or queues. The primary structure of CCHD was built to handle both capabilities in order to allow a business to grow and scale as needed without regard for the limitation of their phone system or initial technology configuration. 3

4 Agent Interfaces The agent software interface provides common functionality used by agents such as presence, wallboard information, and contact information for the areas their team is associated with. A scrolling message wall board is provided at the top of the agent screen controlled by the supervisor for the team they are attached to. Typical information displayed shows the business unit name followed by the details like queue size and team performance. The information wallboard sits on the top of the screen and the window is resized below this area so no other application is blocked. Text can be displayed in green, yellow or red when a triggered alarm setting condition is met which was established by the supervisor. The main area of the agent interface provides for text, contact lists, phone directory, presence and current state, dialing, recording of calls, request help, call qualification codes, call notes, internal supervisor notes to agents during call and text chat sessions. A wrap mode is available at the end of the call and is used to provide visual feedback to the agent the current state and time remaining before another contact is sent to the agent. In addition to the call center agent features, normal call control for the agent is also provided for making a call, call hold, call transfer, on hook, off hook, and making a conference call. Also, multi-media may be added to the agent interface to handle , web chat and text style communications all within a single easy to use agent interface. Fully customized screen designs and layouts are supported using the CCHD screen layout building system to accommodate most all customer requirements. Supervisor Console The system supports multiple supervisor positions for monitoring a range from the entire system, or limited to specific business units, and/or teams. The supervisor s range or scope of seeing various business units and the corresponding queues and teams is controlled by global filter settings that only administrators can change. Each supervisor position can be filtered so the real time and historical data is intact and controlled appropriately. Real Time Monitoring One example of the supervisors real time monitoring is the System level which shows the activity of the entire system and all business units in one screen. Each real time monitoring section has a list of associated alarms which can be set for a particular volume level to notify the supervisor the condition was met. Examples are the quantity of trunks in use if they exceed 90% to notify the supervisors, or if the call Queue exceeds 10 calls, average wait time exceeds X period of time to notify the supervisor with an alarm. The system level real time screen provides a simple and easy to understand view of the current states for trunks, queue, and agents. IVR. Typical IVR routing script example screen pops, database lookup, routing based on Caller ID and many other methods can easily be accomplished. Inbound call control When our optional IVR application is combined with the Contact Center HD calls directed to the agents can be balanced for both inbound and outbound traffic. Agents are established in one of 3 areas, inbound, outbound or blended. This setting allows you to determine the skills an agent has and how to best serve your customers. Supervisors can establish the agent type for campaigns and designate these agents for outbound calls when the inbound queue limit is below the preset quantity. When the inbound traffic in the queue is at or below the established level outbound calls will begin and are sent to the dedicated agents for the call types. 4

5 Employee Tracking Employee Time Management tool is available and fully integrated to the CCHD systems for tracking attendance based on the interaction and tracking of the agents. Log in and Log out time is the start and stop time for agents. Tracking of scheduled hours versus actual hours is captured. Alarm notifications are provided for employees that log into work late or leave earlier than scheduled. Supervisors establish and control the working hours for each agent and break times. The tracking of break modes, missed calls, vacation days, sick days, jury duty, are used as well to maintain proper staffing of the workforce is now automated and properly handled. Historical Reports CCHD has predefined report templates providing all of the most common reports used by customers to monitor operations within a call center. Supervisors select a predefined report template as the starting point and can filter the information for the report based on Business unit, Queue, Teams, and agents. Report Samples The chart to the right is a sample report for the system as a whole all business units are included. This is a system activity report with no filters selected. The reports on creations can be printed, ed, or saved to a particular location. The supervisor application does not require to be on and running for reports to generate. The schedule of the reports and details are stored on the server which is always operational. Beyond core reporting capability included with the system customers have access to the SQL database and can create their own custom reports as required. Available tablet based user interface makes system administration and monitoring as natural and easy as playing your favorite mobile game. Pad based interfaces are all the rave now. And there is a very good reason for that. They are simple and intuitive. Users can pick them up and get productive instantly without training or complex learning curves. Even our children are able to accomplish functions in real time we could never do in the past. And keeping with that philosophy Voice4net is building all of its applications to be available via the ipad tablet to make it simple for admin, supervisors and even agents create a great customer experience. Not to mention folks that this stuff sells like crazy. It demos great and people love it because it is just so darn easy! 20 million units in sales tells the story. Summary The Voice4net Contact Center High Definition (CCHD) Solution is a powerful and scalable technology that allows customers to operate their business based on its own growth strategy without having concern of the call center functionality and monitoring. 5

6 SPPS (Screen Pop Pro Server) Screen Pops Screen pops are synonymous with call center productivity and they are critical in the improvement of the caller experience. And the SPPS product series offers the most robust and flexible implementation of any screen server in the industry. From small workgroups to large enterprise implementations this product will fit in any contact center environment where agent desktop productivity is critical. The primary function of the screen pop is to give the contact center agent more information about the person calling in order to create a more pleasant caller experience. The SPPS package is a robust software system that integrates that information quickly and from a myriad of sources. The SPPS package reduces average call duration by getting information up front and passing that information to the agent for instant feedback. This information follows the call throughout the network to avoid the frustration of making the caller repeat the same information. From this......to this ROI Return On Investment (ROI) is more significant than most realize. For example, a small contact center with only 1,000 calls per day can reduce call times by 20 seconds and gain $1,750 per month in savings. The formula is simple but powerful. Flexible Contact Center Support System can be configured to communicate with Contact Center Suites for reporting, call tagging and history. ACD login/logout/status Call notes, account code update to Call Detail Web Services API for custom integration to legacy applications CTI integration to popular CRM packages; SAP Saleslogix Salesforce.com Outlook Microsoft CRM and many others 20 Seconds x 1,000 Calls = 20,000 seconds per day 3600 seconds per hour = 5.56 hours per day saved 5.56 hours x $15 avg. cost per agent x 5 work days per week x 4.2 weeks per month average = $1,750+ per month in savings. The average monthly cost of the SPPS Enterprise Edition is less than 1/3 of the savings so the systems usually pay for themselves immediately upon implementation and then savings are realized instantly. 6

7 Server Side Power and Database Driven Flexibility The SPPS Enterprise Edition provides powerful and scalable SQL based architecture that can grow to hundreds of clients and offer unlimited CTI integration possibilities including; Direct SQL driven queries/updates inside the client screen Flexible layout controls for custom views Flexible API supports; ASP.NET C#.NET SQL HTTP SOAP/XML JAVA Legacy integration including AS/400, Terminal Emulation, Citrix client Queue Key Features: Supports unlimited queues Skill set routing based on address Integrated with PBX queue Historical archive in database Aging and escalation tracking Auto Responder available Key Benefits: Increase agent efficiency Decrease long distance costs Easy reporting & tracking Real time view of aged messages Messages not lost or forgotten Secure Chat Server The SPPS Enterprise Edition may include a secure chat server that allows your agents to communicate with each other while on the phone without interrupting the caller experience. Key Features: Supports unlimited agents Supports unlimited web sites/pages Integrated with PBX queue Displays estimated wait time Historical archive in database PCI compliant for redaction of data Key Benefits: Real time customer interaction Improved web site experience Increase agent efficiency Flexible Client Support Client may be configured to operate in many desktop environments including; Windows 7/XP Terminal Emulation Thin Clients Dockable station controls Integration with many PBX phone sets Extensive Reporting and Archive System reports on all call activity and allows for custom filtering and searching of call detail data. System will archive history permanently based on customer requirements. Web Server Built into System System may be accessed from web browser via internal secured network or via external secured domain. XML/HTTP web services API for CTI integration or remote access functionality. Database Integration The SPPS software may be integrated into any database that is ODBC/JDBC compliant for real time data access, or periodic FTP updates can be refreshed to the SPPS server as needed. Notification Services Included Customer alerts and other custom defined alerts for flexible configuration on the desktop. 7

8 Our Customer Premise Platform Is Your Interactive Telephony Solution Custom IVR Database Integration Speech Recognition Text To Speech Broadcast Dialers VoIP/TDM PBX/PSTN Screen Pop Disaster Recovery this device, with the right use, is more powerful than we ever imagined... Alexander Graham Bell /dealer Phone Fax (214) www. voice4net.com/dealer, Inc. All rights reserved

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