ipecs ACD Report April, 2014 Ericsson-LG Eterprise

Transcription

1 ipecs April, 2014 Ericsson-LG Eterprise

2 Contents Overview Value proposition Features Comparison to icall Licensing structure Case study Ericsson-LG Enterprise Co., Ltd Partner only Page 2

3 Overview Real-time monitoring and reporting suits for small CC business Call distribution based on built-in functionalities of call server Saving and displaying call accounting and data generated from call server Real time information display for supervisor and management Personal statistics for agent reporting and performance review Call recording integrated with report in one interface Main Office Call Server Recording Server REC Call Server Built-in CCS Server REP Dashboard Branch office 1 Call Server Branch office 2 Ericsson-LG Enterprise Co., Ltd Partner only Page 3

4 ipecs.vs. ipecs CCS Features ipecs ipecs CCS System interface Manager Type 2 TAPI Built-in in call server CCS Server Module Agent web client Dashboard Record Desk Dashboard Record Outbound Social networking / Chat / SMS IVR ipecs CCS Recording Server REC Call Server Built-in CCS Server REP Dashboard Recording Server REC Call Server ipecs CCS Server CCS Dashboard CCS Desk Ericsson-LG Enterprise Co., Ltd Partner only Page 4

5 Value Proposition Simple and small contact center solution Using built-in in call server Using proprietary protocol between call server and reporting server instead of using TAPI Effective resource management Monitoring all agent s status and activities ing agent s activities using historical data Measuring and controlling individual agent s or group performance Ericsson-LG Enterprise Co., Ltd Partner only Page 5

6 Main Features Call and statistics without using TAPI interface Web based supervisor Web based agent client Multi-site & aggregated report Real time monitor Dashboard with alert Historical reports Powerful data filtering subscription & schedule manager Directory Tariffs Call accounting Ericsson-LG Enterprise Co., Ltd Partner only Page 6

7 Product Components Built-in Call server with built-in functionalities REP ing Server including ing Client (web) Dashboard (Application) Agent Web Client REC Recording Server Ericsson-LG Enterprise Co., Ltd Partner only Page 7

8 Client ing tools for better business analysis and decision making Display historic and real time information on business communication Web based tool SQL database and reporting architecture Over 90 powerful reports for system performance, service levels, grades of service and agent/team evaluation Automatic scheduling of reports to print, or file(pdf, Excel) Ericsson-LG Enterprise Co., Ltd Partner only Page 8

9 Dashboard Business intelligent dashboard Real time reporting and monitoring Wallboard and alert management Simple for user to configure and create multiple dashboard screens Accesses anywhere use dashboard in the company or even remotely Figure, grid, bar, pie, speedo, real time graphs Alert by sound, color and Ericsson-LG Enterprise Co., Ltd Partner only Page 9

10 Agent monitoring and reporting with built-in Gathering information from built-in in call server Template for statistics added in web based in ipecs CCS Configurable items in Dashboard Ericsson-LG Enterprise Co., Ltd Partner only Page 10

11 Agent Web Client Web based tools for agent reporting and performance review Monitoring real time agent status and history Administration & user management group management Statistics Agents grouped by personal groups Agents grouped by status groups Personal statistics graphs - Pie chart showing the amount of time - Bar chart showing the count - Ticker tape Ericsson-LG Enterprise Co., Ltd Partner only Page 11

12 Recording Integrating Call ing & Voice Recording in one interface Call ing & Voice Recording Interface in one environment Powerfully associates call history reports and the voice recordings in one interface and range of reports Create powerful business process solutions User doesn't require to learn two interfaces Ericsson-LG Enterprise Co., Ltd Partner only Page 12

13 ELG.vs. Tollring report information without TAPI Using UCS client as an agent call client Main Features Tollring ELG icall ipecs ing REPORT Agent client report Recording Outbound CONNECT - Need TAPI license CONTACT CENTER - Need TAPI license??? Presence tab & time line RECORD Call Evaluation DIAL (Need TAPI license) UCS Standard Call Control Client Agent web client Record Next Phase Ericsson-LG Enterprise Co., Ltd Partner only Page 13

14 License Structure ipecs License based on standalone CCS option license Multi site license license CCS User License CCS Extension (100 user) CCS Extension (1000 user) CCS Dashboard CCS Multi Site CCS Site License Manager Agent (per agent license) Agent Client (per agent license) CCS CCS User License (Admin & ing) CCS Extension (100 user) Option Ericsson-LG Enterprise Co., Ltd Partner only Page 14

15 Case study 1 Single site configuration Requirements 70 extension, 5 agents, 1 dashboard Call Server Built-in CCS Server REP Supervisor Dashboard 70 extensions 5 Agents Ericsson-LG Enterprise Co., Ltd Partner only Page 15

16 Case Study 2 Multiple site configuration Requirements Two site(150 ext. / 80 ext.), 10 agents, 2 supervisor with 2 Dashboard Ericsson-LG Enterprise Co., Ltd Partner only Page 16

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