ContactPro Desktop for Multi-Media Contact Center

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1 CotactPro Desktop for Multi-Media Cotact Ceter CCT CotactPro (CP) is the perfect solutio for the aget desktop i a Avaya multimedia call ceter eviromet. CotactPro empowers agets to efficietly serve customers i today s demadig world of multi-chael commuicatio. The state-ofthe-art techology solutio helps leverage existig ifrastructure while decreasig cotact ceter costs ad icreasig customer satisfactio. CotactPro is a flexible, modular ad customizable cliet-server solutio for cotact ceters. CP empowers agets to efficietly serve customers i today s demadig world of multi-chael commuicatio. The stateof-the-art techology solutio helps cotact ceters to leverage their existig Avaya ifrastructure while decreasig cotact ceter costs ad icreasig customer satisfactio. CP provides a uified iterface for hadlig all iboud ad outboud chaels deployed by the cotact ceter. The iovative CP architecture backed by Avaya product certificatio esure seamless itegratio i the Avaya platform ad also provides security with regards to upgrades, future ehacemets ad i support cases. CotactPro helps to gai better ad more flexible cotrol of all maaged iteractios ad places special emphasis o empowerig cotact ceter agets. Beefits provided by CP iclude: icreased aget productivity through flexible, userorieted desktop desig icreased customer satisfactio due to coordiated actios optimized workflows ad ew possibilities i customer service by itelligetly brigig together commuicatios ad cliet iformatio easy itegratio ad low operatioal costs due to P2P server/service techology curret ad forward compatibility guaratee through Avaya s product certificatio

2 CotactPro High Level Architecture The CotactPro architecture esures close itegratio with the Avaya Aura platform ad provides oly those modules ad fuctios o the desktop that are required for the specific tasks of the aget, the team or the departmet. CP s database module has comprehesive access to the data i the Avaya eviromet ad at the same time serves as the iterface to other eterprise databases. Therefore, the aget ca be provided with comprehesive historic ad real-time customer data. Due to its architecture, the solutio allows close itegratio with commuicatios platforms. For istace, skill- ad case-based routig ca be doe via appropriate coectios ad real-time ad presece iformatio ca also be made available. Itegratio of IVR ad quality moitorig is icluded. Itegratio of third-party software icludes, amog others, workforce maagemet software, scaig ad archivig as well as CRM systems. The multi-teat desig of CotactPro makes it easy to itegrate ad coect distributed call ceters ad outsourcers. Cetral data repository ad cetral reportig as supported by CP are especially relevat whe itegratig outsourced service providers The desktop ca be customized, depedig o the permissio settigs. Size ad positio of task ad iformatio paes ca easily be adjusted ad moved. Layouts ca be stored or set back to stadard defaults.

3 CotactPro features iclude: Dyamically Cofigurable Cliet for Agets - customized or preset default layout - rights-based - displays oly those modules ad fuctios that are eeded - teat-specific - multi-laguage support - olie assistace with customer-specific processes Aget Support o all Iteractio Chaels - comprehesive telephoy fuctioality - comprehesive / paper mail / fax itegratio ad fuctioality - comprehesive web, chat ad istat messagig (IM) features - social media support Cofigurable Dash- /Wall-Board Fuctio - curret SLA (Service Level Agreemet) level - idividual or team performace - reports draw from cotact ceter databases UC ad Collaboratio Itegratio - Avaya ad Microsoft Lyc - egagig experts (ask questios, forward) - chat with colleagues - quality moitorig View all Customer Activities - all chaels - icludig closed ad ope evets - closig all ope evets referrig to the same query with oe click (Customer-Oe-Click) Itegratio with other Applicatios - cosolidated view - fewer Apps ad paes - ope due to SDK/API ad SQL support Web ad Mobile-Device Support - reports ad dashboard - workforce maagemet applicatio - customizable Productivity Tools - spell checker (multi-laguage) - task list - templates ad text modules (task-based) - automated processes (for istace auto respose, IVR) - itegratio of experts/supervisors - directory support

4 CotactPro Highlights CotactPro Cliet fully sychroizes with the telephoe workplace ad agets ca either use their hardphoe or the Cliet to make calls ad use the respective features such as aswer, hold, redial, forward, coferece ad smart dialig (for example from the Active Directory). Virtual call ceters ca be supported with the Telecommuter fuctioality which addresses ay device via Avaya Commuicatio Maager. Also, they ca easily be ehaced with additioal fuctios. A moder HTML editor is used for s, faxes or letter mails. Cotet Aalyze, the solutio s keyword aalysis ca be used for skill-based routig or additioal third-party cotet aalysis. CotactPro Cliet also icludes a view of the curret statistical-data of all media. The Cliet Wallboard provides iformatio o curret capacity utilizatio, average wait time, average talk / hadlig time, service level adherece, ad more. The customized dashboards ad the Presece fuctio allow teams to see the curret workload. Therefore, agets ca easily reiforce a busy team ad help reach the service goals. By displayig all customer cotacts, agets are eabled to hadle multiple customer equiries with oe click elimiatig potetial duplicatio. For efficiet hadlig of moder media such as social media, chat ad IM, the aget is offered text modules. I additio, outboud campaigs ca be itegrated ad viewed i the customer history. Full aget scree with itegrated reportig > The modular desktop cliet which uses moder script laguage ad architecture (P2P) has a flexible layout ad ca be adapted to each aget s specific eeds. Additioal applicatios ca easily be itegrated. It provides a SIP phoe dialer, displays the voice status ad provides iformatio o media itegratio, real-time cotact data ad Presece (icludig social media, telephoe, etc.). It also features itegrated customer idetificatio with customer history ad customer issue list. Create-your-ow-Desktop > The Customer Oe-Poit view selects all customer cotacts, from the last 10 to maximum settig. There are o chael silos: The view shows all customer cotacts over all media, each with respective status. It shows detailed historical data for every cotact ad itegrated data from all related systems (data mappig). With just oe click agets ca close all equiries referrig to the same issue oce that issue is resolved. This esures that the issue will ot be hadled i parallel by aother aget ad elimiates potetial duplicate work.. Customer Oe-Poit with all cotacts >

5 CotactPro Product Lie The CotactPro lie comprises multi-chael software solutios that are deployed complemetary to leadig providers cotact ceter products ad cliets. The solutios ca be adapted to user-specific processes ad applicatios. The followig CotactPro applicatios are available: CotactPro AIC Scalable aget desktop solutio for multi-chael iboud applicatios o the Avaya Iteractio Ceter (AIC) platform. CP for AIC allows the replacemet of the Report Wizard busiess applicatio with the CotactPro Admiistrator, to itegrate additioal media such as social media or IM ad to ehace the desktop with the Presece fuctio. I additio to that, it itegrates telephoy quality moitorig fuctios ad the outboud-module. The CotactPro Supervisor Applicatio ad WEB Reporter eable flexible ad moder aget maagemet (see below). CotactPro EMC Scalable aget desktop solutio for multi-chael iboud applicatios o the Avaya Elite Multichael (EMC) platform. CotactPro for EMC expads the EMC fuctios with the flexible ad modular cliet. I additio to that, the Customer-Oe-Click feature ad social media ad IM are itegrated. The CotactPro Supervisor Applicatio ad WEB Reporter eable flexible ad moder aget maagemet (see below). CotactPro Outboud Scalable aget desktop solutio for outboud campaigs usig Avaya Commuicatio Maager. With CotactPro Outboud, agets ca register for campaigs ad use scripts to edit the processes accordigly. The aget ca view the etire customer history for both i- ad outboud ad ca be maaged for both. Quality moitorig fuctios are also itegrated. CotactPro WEB Reporter WEB reportig ad dashboard module of all data collected or itegrated i CotactPro. Eables maagers ad supervisors to access reports via Iteret browser, wherever ad wheever they wat to. CotactPro Supervisor Mobile applicatio for reportig ad maagemet/cotrol of agets. Gives supervisors/maagers the ability to maage skill chages for agets (skills) to achieve service level targets via the mobile device.

6 CCT ud CotactPro CCT is leadig the way i multi-media customer experiece solutios. Based o Avaya techology, CCT helps compaies commuicate with a ew geeratio of customers, through social media, chat, ad video, esurig their cotact ceter agets adapt to the chagig customer ladscape, decreasig cotact ceter costs ad providig deeper relatioships with their customers. CotactPro is a multichael software solutio developed by CCT. The software complemets Cotact Ceter products ad cliets by Avaya ad other leadig vedors ad ca be customized to the users processes ad applicatios. CotactPro Fuctios ad Features view of all customer activities via all chaels all chaels, icl. chat ad social media itegrated productivity tools cofigurable dash / wall board UC ad Presece itegratio web ad mobile device support dyamically cofigurable cliet P2P architecture multi-teat desig modular ad scalable itegratio of applicatios flexible database coectio T E S T E D Itelliget Commuicatio For more iformatio about these applicatios ad ehacemet modules please go to: CCT Deutschlad GmbH Heirich-Hertz-Strasse Frakfurt a. Mai Tel CCT Europe GmbH Sumpfstrasse Steihause / CH Tel CCT Software LLC 2020 North Bayshore Drv # Miami / USA Phoe CCT CotactPro is a registered trademark of CCT. The ames of other compaies ad products metioed herei may be the trademarks of their respective owers.

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