The universal Contact Center

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2 The universal Contact Center Seite 2

3 AgentOne: The multimodal Contact Center solution Organises the entire Call Flow Saves all data of active Contact Center Administration of all processes through a graphic interface New employees and skills can be activated easily via web pages or drag & drop Supports all common routing strategies Ideal addition for Customer Self Services: VoiceMan Voice dialogue systems Virtual and distributed Contact Centers: AgentOne can manage several PBX from different manufacturers concurrently Seite 3

4 Sikom AgentOne 4.0 Basic pack: starting from 5 agents Routing for Voice, Fax, Mail, Events Own active queue (SIP, ISDN) standardised expansion with High-End-IVR functions Easy integration into client s environment Scalable from two to any number of channels Multi PBX ability Usable in heterogeneous environments Web administration Agent front end: Windows and/or Web Seite 4

5 Contact flow Call Call Agents PBX Fax 1-n VoiceMan 1- n CTI Info Chat Dok... Kernel Script DB Info CRM Seite 5 Supervisor/Administrator

6 Contact Center & High end dialogue Gateway 1-n Contact Center Signalling Script Routing work places for Agents The best of both worlds integrated into one system. Seite 6

7 Single solution: Connection to a PBX Kernel DB CTI-Link PBX Management DB Backup Web-Server Supervisor/ Group leader Report-Server Web-Admin/ Reporting Seite 7

8 Multi-PBX solution: Connection to several PBXs CTI-Link DB CTI-Link Kernel CTI-Link CTI-Link PBX 2 PBX 3 PBX 4 Supervisor/ Group leader Management Web-Admin/ Reporting Web-Server PBX 1 Seite 8

9 Multi site solution AgentOne 1 Admin/Reporting DB CTI-Link DB AgentOne 2 Admin/Reporting Reporting CTI-Link Admin/Reporting CTI-Link PBX 3 DB AgentOne n Admin/Reporting PBX 2 DB AgentOne 3 Supervisor/ Group leader PBX 1 CTI-Link DB Seite 9 PBX n

10 AgentOne VoIP Embedded AgentOne Clients Customers CAPI 2.0 Fax Driver TDM (PRI,BRI), TE-/NT-Mode VoIP PSTN, PBX DSS1, Q.SIG, SIP-Tln SIP-Trunk H.323 SIP Saphir Stack SIP LAN/ WAN/ IN CAPI 2.0 DCOM CTI-LIB VoiceMan 7.5/8.0 Coupling field Seite 10 AgentOne 4.0 ACD CAPI 2.0 SIP

11 AgentOne VoIP Gateway Customers CAPI 2.0 Fax Driver TDM (PRI,BRI), TE-/NT-Mode VoIP PSTN, PBX DSS1, Q.SIG, SIP-Tln SIP-Trunk H.323 SIP BlueFire Gateway SIP LAN/ WAN/ IN TAPI 2.0 SIP TAPI 2.0 AgentOne 4.0 CAPI 2.0 SIP Seite 11 CAPI 2.0 VoiceMan 7.5/8.0

12 AgentOne VoIP Cluster Customers TDM (PRI,BRI), TE-/NT-Mode VoIP PSTN, PBX DSS1, Q.SIG, SIP-Tln SIP-Trunk H.323 CAPI 2.0 Fax Driver BlueFire Gateway BlueFire Gateway BlueFire Gateway SIP SIP LAN/ WAN/ IN TAPI 2.0 SIP TAPI 2.0 AgentOne 4.0 CAPI 2.0 SIP Seite 12 CAPI 2.0 VoiceMan 7.5/8.0

13 Redundancy & Security Reporting DB Voice Replication (incremental) Configuration, raw data reporting Automatic readmission of agents incl. last status! Complete replication IVR-Dialogue and queue CTI-Link WatchMan IVR-Dialogue and queue Configuration, raw data reporting Reporting DB Voice Replication (incremental) Seite 13 PBX

14 Monitoring and administration Easy administration through graphic interfaces Web based online administration Statistical online overviews Up to date information to employees availability status, division, etc. Different possibilities of reporting Graphs, diagrams and overviews Various display modes Seite 14

15 AgentOne - MailClient Seite 15

16 AgentOne History Call and mail Seite 16

17 Capability routing Seite 17

18 AgentOne Dialer Support for outbound campaigns Seite 18

19 Automatic call-back management for Call Centers Dialogue (Voice and/or DTMF) to receive call-backs (overflow objective of the Call Center) Automatic operation without agent activity Automatic call-backs according to agents' availability CallCenter Overflow RR-DB Caller Seite 19

20 AgentOne Dialer Base package for 10 agents & 30 channels Dialing methods incl. as standard: Preview, Power, Predictive, Automatic, Pick up Complete Web front-end Easy integration into client's environment Standard connection through SIP or ISDN Usable in heterogeneous environments Agent front-end: Windows and/or Web Integrated SIP-client for agents Seite 20

21 High-End-IVR integrates Gateway Dialer Signalling IVR- Script Dialer- Script Work places for Agents The best of both worlds integrated into one system. Seite 21

22 AgentOne Dialer - Functionality Gateway PRI Carrier PSTN opt. PBX Agents LAN/WAN/ Internet CSV SIP C A P I Dialog Kunde Dialog Agent Dialer WEB Server Administration Monitoring Seite 22?

23 AgentOne Dialer - Administration Seite 23

24 AgentOne Dialer Agent Web browser Integration into ACD Net-Client (AgentOne 3.x) CTI Client (AgentOne 2.x) Highlights: Mix of inbound/outbound Use of campaign management for CTI-based dialling Java script to pass through call data (Windows client) Seite 24

25 Anything missing will be developed... Excellent Consultancy Precise Definition Timely Implementation Made in Germany Seite 25

26 Please contact us at... Sikom Software GmbH Sikom Software GmbH Bergstraße 96 Herschelstraße 27 D Heidelberg D Zwickau Telephone +49 (6221) Telephone +49 (375) Telefax Telefax +49 (6221) (375) Internet: Copyright 2010, Stand 11/05/2010 Errors and changes reserved. - VoiceMan, AgentOne, and t.e.o. are registered trademarks of Sikom Software GmbH. All other trademarks courtesy of their owners. Seite 26

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