The Evolved Call Center

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1 The Evolved Call Center The Evolved Call Center is designed to provide contact centers of any size with access to a broad range of features, increased scalability and fleibility, and deep insight into their call center operations, delivered in an economical cloudservices model. WHY CHOOSE THE EVOLVED CALL CENTER? The Evolved Call Center solution provides contact center managers with more control and deeper insight into their contact center operations. By establishing a single cloud-based contact center across multiple locations, call centers can streamline operations and maimize staffing. This unique model enables managers to strike an appropriate balance between effectiveness and efficiency. Key Benefits: Eecutives Lower TCO: Significantly reduce traditional telecom epenses and maintenance costs while eliminating cape for new equipment and software. Maimize Staffing: Streamline operations into a single resource pool across multiple locations. Fleible: Distribute call center resources simply and effectively whether in the office, on the road, or at home. Scalable: Increase and decrease costs with seasonality and growth. Support unepected peaks with limitless call capacity. Disaster Recovery: Queue calls in the cloud regardless of conditions at any site with built-in contingency routing. Secure: Take advantage of a private and secure cloud-based offering from a PCI and SOC III certified organization. Key Benefits: Call Center Managers Broad Range of Features: Gain access to advanced messaging, routing, reporting and desktop management features regardless of budgetary constraints. Setup Options: Use (and pay for) only the features you need while providing agents a familiar interface - browser, handset, or both. Centralized Management: Manage queue activity, monitor calls and reroute them with a click of the mouse or from your Smartphone/Tablet. Reporting: Review performance in real time with adhoc reporting or through automated delivery. Recording: Retrieve and playback recorded calls, tag calls for quality management and listen to calls live. Control: Provide supervisors with unmatched control over agent productivity and allow administrators pointand-click configuration through the OSSmosis Portal. Etensible: Prebuilt integrations into popular CRM and messaging platforms. Simple application integration through standards-based APIs. 1

2 Evolved Call Center Features ACD Routing Policies Basic Standard Premium Hunt Algorithms Uniform, Circular, Regular, Simultaneous, Weighted Escape out of Queue option Distinctive Ringing Ability to have a specific ring per queue Overflow Treatment Based on Queue Size and/or Wait Time Bounced Treatment When an available Agent doesn t answer -Enhanced Stranded Treatment When no Agents are signed in -Enhanced Force Agent Unavailable Triggered by bounced calls DNIS Routing Ability to have multiple DNISs pointed to a single queue Advanced ACD Routing Policies Priority Queuing-Based on precedence of longest wait time Night Service Business and after hours call treatment Holiday Service Calendar based call treatment Forced Forwarding Alternate routing for new incoming calls Preserve wait time after forwarding DNIS based priority settings and routing policies n Outbound Dialing by Queue Agent selects Caller ID Greetings and Announcements Customizable Greetings/Messages Entrance (including Mandatory playback option) Comfort Message Music on Hold Chained Greetings/Messages/Music on Hold Up to 4 Estimated Wait Time or Position In Queue Comfort Message Bypass Queue Announcement via Agent Whisper DNIS based Greetings and Announcements Agent and Supervisor Features Web-based service controls Set ACD State *Join Call Center: Activates agent in the Call Center *Set Call State: Sign-in, sign-out, available, unavailable, wrap-up Web-Based and Desktop client for call management (Agent and Supervisor) - Add On -Add On Auto-answer incoming calls Automatically set post call agent ACD state Unavailable Codes (Client required) Disposition Codes (Client required) Queue notification (Web Client) Supervisor Silent Monitoring Reporting Scheduled Call Center reporting Real Time reporting from Supervisor Client Scalability and Capacity Maimum number of queued calls per CC

3 Fleible Setup Options The Evolved Call Center seamlessly integrates into the Evolved Office Hosted PBX service or via callback to legacy PBXs. Agents can gain access to features and control through advanced desktop applications or manage their state via a more traditional handset based interface. Agent Client, provides a web-based point and click call control, ACD state functions (sign-in, sign-out, unavailable, available, and wrap-up, etc.), assign disposition codes and emergency escalation. Unity Agent features an intuitive icon based presence interface. Unity provides point-and-click call control and embedded chat that is the perfect add-on for workgroups and functional teams. For more traditional deployments agents can control ACD state functions from their Evolve IP handset. 3

4 Centralized Management Call Center Management needs information at their fingertips to make vital decisions about queuing, overflow treatment and call routing. Supervisor Client an intuitive web-based client, provides call center leaders with the real time queue activity, the ability to listen to calls, tools to monitor/change agent status, and options to prioritize and redirect calls. The Call Center Dashboard is a web application that delivers queue statistics and thresholds in real-time on a variety of devices from wallboards to individual PCs, Tablets, and Smartphones. 4

5 Reporting Reporting is vital to ensure adherence, compliance and service levels within any call center. The Evolved Call Center offers fleible reporting to meet the various needs of call center Supervisors, Management and Eecutives. Queue reports provides the queue activity metrics for an individual queue, multiple queues, or by DNIS. Key metrics like call volume, abandoned calls, ASA, and service levels are readily available. Agent reports provide rich insight into agent performance and behavior. Understand where time is spent and how calls are being handled. 5

6 Recording Enable on-site or remote call quality and compliance activities. Search, retrieve, tag, and eport recorded calls based upon criteria such as the agent, calling party and date/time. Listen to live calls or call recordings through an easy-to-use web interface. Control Call Center Managers require complete control over agent and queue productivity. The award winning OSSmosis Portal allows administrators point-and-click configuration and real-time changes. The fleibility and power of the Evolve Call Center can be managed by Call Center leaders based upon the real-time staffing and volume demands. Call Center leaders can adjust their call routing, announcements, and staffing from any web-enabled device. 6

7 Etensibility The Evolved Call Center is supported by standards based APIs, enabling businesses to easily integrate the solution into internally developed or third party applications. Due to this etensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Workforce Management solutions. 7 EvolveCallCenter-DS

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