Features, Functions and Benefits

Transcription

1 ä Features, Functions and Benefits Aastra Solidus ecare 8.2 Intelligent Interactions for Excellent Customer Care Aastra Telecom Sweden AB Box 5197, SE Johanneshov, Sweden Tel Date: Doc. no.: ASE/SEC/PLM/0010/0/2/EN

2 Contents Introduction... 3 Solidus ecare Contact Management... 3 General and Call Routing Features... 3 Platform and Deployment Configuration Options... 4 Phones and Extension Types... 6 Solidus ecare Agent and Supervisory Applications... 7 Standard features... 7 Recording Features... 8 Desktop Integration Features... 8 Supervisory Features... 9 Back Office Users Solidus ecare Management Applications Information Manager Features Report Manager Features Configuration Manager Features Knowledge Base Manager Features Solidus ecare Script Manager (IVR) Features Solidus ecare Internet Suite Virtual Agent Features Web Agent Features Solidus ecare Response Features Revision History (22)

3 Introduction This document lists the main features offered by Solidus ecare 8.2 and compares them with the previous versions of Solidus ecare and with the integrated MX-ONE ACD. For each version, the latest service pack is taken into account. Solidus ecare Contact Management General and Call Routing Features Advanced queue handling Call routing rules can be based on for example overflow conditions, estimated waiting time, actual waiting time, service group priority, delayed call threshold, abandoned call time factor, service level, longest wait time. The system can also offer callers to transfer to a different number, or to wait on-hook for an agent to call back. Provides a better experience and higher flexibility for customers calling the contact center, compared to traditional queue handling. Less queue time, fewer abandoned calls and better service level. Multimedia Routing Solidus ecare blends phone calls, internet collaboration, SMS, web chat and in a single virtual queue. + Open Media: routing of abstract work items. A single platform from a single supplier simplifies interaction management across all media Skills-Based Routing An agent can be in up to 8 groups out of up to 250 in a system. Customer contacts, whether inbound or outbound, are routed to an appropriately skilled agent, taking into account combinations of the customer requirement, customer details, means of contact and available agent skills. Customers are served by the most suitable available agent. This increases the probability of first-call resolution. Outbound Skills-Based Routing Outbound campaigns are assigned to agents based on routing rules and skill requirements. Just as for incoming calls, the customer should be served by the most appropriately skilled agent. Agent Dispatch Agent Dispatch allows agents to manually select from a queue of phone calls. + Agent Dispatch for and SMS. + Agent Dispatch for campaigns and for personal calls. Sometimes a manual contact selection is the right complement to advanced automatic routing. 3 (22)

4 Queue Priority Yes. Queues can be assigned priorities. Rules based on queue priority and other parameters can be flexibly organized for determining what to do when two or more callers compete for an available agent. + Possibility for Script Manager to determine a priority call by call. Customers of higher importance can be serviced more efficiently. Increases the loyalty of the most profitable customers. Free Seating Yes, with the CCA. Individual agents are not limited to a specific physical location, or to a specific phone or extension number. Agents can operate from almost any location. Flexibility and resource utilization. On-hook Call Waiting When in queue for an available agent, the caller can be given the option to hang up and wait for an agent to call back. This call-back request will advance through the queue to an agent as if it had been a normal call in queue. + Possibility to schedule callback for another day/time Customer convenience and savings on cost incurred by calls in queue, such as toll free number charges. Overflow calls Based on actual or expected queue time, calls can be automatically overflowed to an alternative service access, service group or to any alternative telephone number. During high traffic, callers are still serviced within reasonable time. Flexible queue messages and caller options Based on actual or expected queue time, additional information can be played to callers, and callers can be given the option to wait on hook or to transfer to an alternative destination. An IVR script can also be run while waiting. The user has alternatives to waiting in queue for an agent. Personal greeting The Desktop Manager softphone can play recorded greetings to callers. Recordings can be personal or per service group. For consistency of the greeting and for the convenience of the agent. Outbound call logging Call logging includes campaign calls (though not other outbound calls). Makes it possible to track call attempt made in an outbound campaign. Preferred agent routing Callers can be directed to the agent that they were previously in contact with (voice, or SMS). + Most recently handling agent remembered for up to one week. + Also for Open Media sessions. Better customer experience. Better efficiency of an agent who remembers the previous contact. Platform and Deployment Configuration Options ELM (License Manager) Solidus ecare uses the Enterprise License Manager (ELM) to manage licenses. The system comes with trial licenses valid for 60 days. With trial licenses, customers can explore features before purchasing. 4 (22)

5 Common Installation Master setup for both Solidus ecare and the OAS, plus separate installation for the Network Operation Center Centralized Management. Ease of installation. Redundancy for availability Through MX-ONE ACD. MD110 Yes. CTI Connectivity to MX- ONE N/A. Multi-Tenant Support Yes. Capacity 1,000 CCA agents. Through Microsoft Clustering technology. Through VMware technology. System and service availability ApplicationLink (CSTA phase I), supporting up to 5 digit extension numbers. 1,000 logged on agents. 1,200 logged on agents. 500 skills. 1,000 skills. 40,000 calls/hour. 500 IVR Channels. 200 mobile agents. 700 service groups. + Support of XLink (CSTA phase III), supporting up to 10 digit extension numbers. Compatibility with former MD110 PBX The type of CTI link influences the offered features. Supported types of links also depend on MX-ONE version. Allows an enterprise to separate departments, or service providers to host separate companies. One system can serve a large contact center. SNMP Supported via the Windows SNMP agent. Configuration files for translating Windows events to SNMP traps are included. Solidus ecare can be monitored from an SNMP console and so fit into an SNMP infrastructure. Networked Contact Center Networking is supported through ANCD. The Solidus ecare Real Time Interface can provide real-time performance data on multiple Solidus ecare systems. Based on this information, it is possible to route calls between different systems in order best to use available staff. + The Report Manager, the Configuration Manager, and the Information Manager can all be installed in so-called NOC mode, and used to manage and monitor a network of up to 10 Solidus ecare Systems. Interactions can be distributed via the virtual network to find the best place to handle the customer s interaction in the most efficient manner. Networking enables efficient use of geographically distributed resources as well as improved service levels. Data Confidentiality Sensitive data is neither sent in clear text across the network nor stored in clear text in the database. Single Sign-On N/A. Client applications can be configured to use the active Windows login ID. Agents and other end users need not remember a separate login ID and password. 5 (22)

6 Phones and Extension Types PC support for call center agents With digital extension only. The BluStar Agent and Desktop Manager can be used with any type of extension that Solidus ecare supports. The BluStar Agent and Desktop Manager help make work easy and efficient. Phone Agents Supported using CCM and digital phones. Phone Agents can log on with only a phone. Phone Agents can use any type of Solidus ecare supported phones and extensions. + Phone Agent logon from script. + Touch-screen Solidus ecare menus for Phone Agents who are equipped with an Aastra 6739i terminal. Agents without computers can serve callers. Staff may take service calls outside business hours and outside the office. Use with mobile extensions The agent can work with a cellular phone and a mobile extension. Combines the advantages of remote agents with the convenience of the cellular phones. Use with DECT extensions Yes. CTI ("hard phone") call control. Use with SIP extensions Yes. CTI ("hard phone") call control. Use with H.323 extensions Use with digital extensions Use with analog extensions Integrated softphone Yes. CTI ("hard phone") call control. Dialog 3213 only. Yes. CTI ("hard phone") call control. Yes. CTI ("hard phone") call control. Allows the agents to make call, Answer call, transfer call, conference call, and other operations, from their PC. The agent can work with a PC only, running the BluStar Agent or Desktop Manager application and may sign in to an IP extension from any location with IP connectivity to the MX- ONE. Integrated softphone: connectivity H.323. SIP or H.323. BluStar Agent: SIP. Desktop Manager: SIP or H.323. The type of IP extension supported in integrated softphone mode. 6 (22)

7 Solidus ecare Agent and Supervisory Applications Standard features Call Qualification Codes Yes. Allows the agent to record the outcome of a contact (for example sale completed, problem solved ). + Call qualification codes for outbound call. Contact Center Management can analyze the business outcome of calls. The Desktop Manager Call Qualification Code user interface improves the speed and consistency of code usage. Incoming Interaction Notification Yes voice only. Provides indication of incoming contact and contact type (voice, , chat, SMS) to the agent. + Open Media. Agents are prepared for the different media types and can react appropriately. Call Log The Desktop Manager has a campaign call log. + The BluStar Agent has a complete call log. Memory support and general click-to-call convenience. Directory Integration CCA supports D.N.A. Directory integration. Agents can search contacts in the following directories: D.N.A., CMG, LDAP, local Outlook, local Lotus Notes. Automatic lookup of caller name is done in D.N.A. or CMG directory. + Automatic lookup of caller name in agent s Outlook or Notes Contacts. The central directory of the enterprise comes to important use in the contact center.call transfers and/or conferences can be initiated quickly. Automatic look-up of caller name also improves efficiency. Internal Instant Messaging Yes, with the CCA. Agents can send text messages to other agents or groups of agents. The system can be configured to log desktop messaging to a comma separated text tile. The log file includes information such as date, sender, receiver, and message text. Provides an unobtrusive, but effective method for asking questions to colleagues or notifying about an event. Not Ready Reason The system can be configured to allow or require agents to record a reason for going into Not Ready state. Outbound Agent Scripting Scripts can be defined to guide agents through campaign calls. Power dialing for Campaign Calls An outbound call can be allocated to an agent and placed automatically, not requiring confirmation from the agent. + Delayed power dialing, allowing agent time to prepare for the call. Contact Center management can keep itself informed. Scripts make agents efficient and facilitate consistency of campaign dialogs with customers. Speeds up the dialing process. 7 (22)

8 Progressive dialing for Campaign Calls Outbound calls can be placed automatically by the system before an agent is reserved. Speeds up the dialing process. An agent is reserved only if the called party answers. Rescheduled Campaign Calls N/A. The agent can schedule a later campaign call to a customer. Called customers may want to be called back at a specific time of their convenience. Forced Not Ready back into Ready state After a certain time, the system can make an agent Ready, if the agent has previously automatically been made Not Ready for not answering a call. Agent availability. Personal directory number called from the Dial dialog box Data Fields on Caller One. Up to ten. Calls that an agent makes to another can be configured to go to the Personal Directory Number. Calls between agents, which are not directly related to serving the Contact Center, are queued and delivered according to the policy settings of the Contact Center. With more information about a call, the agent can serve it better and quicker. Recording Features Integrated IP Recording Third Party recorder integration Yes, using the softphone of the Desktop Manager. + Possibility to record non-service calls. + using the softphone of the BluStar Agent Generic COM/DDE integration with 3rd-party recorders. Desktop Manager GUI for start/stop of the recordings. + Additional events in the Agent Service Open Interface to facilitate server-side integration of thirdparty recording systems. Offers an easy-to-use and inexpensive basic recording Allows integration with third party recording software for high-volume recording regardless of phone used. Desktop Integration Features Desktop Integration Screen Pop Via DDE. With Desktop Manager, a screenpop can be made, either via DDE or by starting an application (.EXE file). Staff is delivered relevant information related to the 8 (22)

9 + With BluStar Agent, a screenpop can be made by integrating the COM/.NET DLL into a third-party application. + With BluStar Agent and Desktop Manager, Agent Actions allow easily opening a URL or launching an executable when the agent takes a session. customer and/or the purpose of the contact. Improves the quality of transactions. Screen pops can reduce total contact handling time and in turn reduce the overall cost of operation. Integration of third-party pages inside agent application Up to 10 custom tabs can be integrated in BluStar Agent. Agent Actions screenpops can also be shown as custom tabs. Seamless integration of CRM applications into contact center desktop client improves agent efficiency. Call and Session Control Via DDE, there are commands for Answer Call, Make Call, and Get Call Information. Call control buttons can be customized in the graphical interface of a CRM or other desktop application, using the COM or DDE interfaces of the Desktop Manager application. + Additional DDE operations to control Reject, Reply, Forward, Delete. + The COM/.NET DLL allows call and session control with the BluStar Agent. Implementation of Call control buttons in the third party application enables agents to use only one graphical user interface for both call and database handling, thus saving time and speeding up the learning time needed. Callback/ Campaign call trigger Trigger available when the call is presented to the agent, or when the call is made. The agent is informed as soon as possible SAP Integration with SAPPhone. Agents can have an all-sap user interface, with the call center function of Solidus ecare plugged in. Switchboard and Contact Center NOW of CMG can be integrated with Desktop Manager of SeC. - Integration with CMG NOW removed from the product. A person can operate as a contact center agent and a switchboard attendant with one and the same phone line, and with queuing and statistics from Solidus ecare. Supervisory Features 9 (22)

10 Force Agent Status With CCA. Supervisor may log an agent off and/or change the agent status from ready to not ready. Delivers a method for remote management of agent status. Assists in ensuring agents take breaks, attend meetings promptly, start taking calls again etc. Agent Monitoring With CCA. Supervisors can monitor conversations that an agent is having. This may be for a single call or continuously. The system can be configured to notify the agent via a screen pop-up that he/she is being monitored. Supervisors can monitor and measure the quality of conversations with the contact center. Providing Assistance Desktop Messaging With CCA. With CCA. While processing a phone call, , or SMS, agents can request assistance from a supervisor. This supervisor can then join the conversation or review and revise an or SMS. The request for assistance pops up on the supervisor s screen and includes a message from the agent. Supervisors may write and distribute text messages to the screen(s) of one or many agents. The system can be configured to log desktop messaging to a comma separated text tile. The log file includes information such as date, sender, receiver, and message text. Agent Real Time With CCA. Supervisors, and agents with the privilege assigned, can review performance data in real time. Supervisors can support team members. The pop-up screen function means that the supervisor is aware of the circumstances before delivering assistance. Provides an unobtrusive, but effective method of keeping contact center team members informed of activities and events. Delivers minute-by-minute control of operations. In conjunction with Force Agent Status resources can be balanced to deliver consistent quality of service to callers. Back Office Users Application for backoffice staff Instant Messaging N/A. N/A. Yes. CTI "hard phone" call control The InTouch+ PC application, designed specifically for backoffice staff, makes them visible and accessible to agents, and vice versa. N/A. N/A. Yes. BluStar Expert replaces InTouch+. Back-office staff is visible and accessible to agents and each other. Quick and widely adopted way of communicating. If the back office user has a hardware or software phone, he can control it from his application. 10 (22)

11 The user can make and receive Softphone N/A. N/A. The softphone can register as a SIP extension in an MX-ONE. phone calls without depending on phone hardware. Integration into Microsoft Office Communicator and to IBM Sametime Presence and Availability N/A. N/A. Directory Integration N/A. N/A. N/A. N/A. Yes. The contact lists shows whether colleagues are logged on or off, and also shows their absence/activity as coded in the CMG. InTouch+ also has an integrated dialog to set CMG activity and diversion. InTouch+ can access Outlook Contacts, CMG and DNA directories, and any LDAP compatible directory. BluStar Expert can view the presence of all Desktop Manager, BluStar Agent and BluStar Expert users. (CMG presence is not supported anymore.) BluStar Expert can access Outlook Contacts, CMG directory, and any LDAP compatible directory. (DNA directories are not supported anymore.) The softphone can be installed as a plug-in to Microsoft s Office Communicator and to IBM s Sametime. The staff member can easily see if colleagues are available. It is convenient and efficient for employees to have easy access to contact details and availability of colleagues. Solidus ecare Management Applications Information Manager Features Multimedia Real Time Information CCM provides the same functionality but for inbound voice calls only. Supervisors may view contact center activity across multiple media voice calls, web chat, SMS, e- mail as it happens. Provides real time information, in a graphical format, of inbound and outbound calls, calls in queue, service level for different Service Groups, performance of group and individual agent. Alarms can be configured to warn supervisors about abnormal conditions like poor service level, too many customers in queue, a very long call handling time. Delivers minute-by-minute control of operations across multiple media. Resources can be balanced to deliver consistent quality of service to customers. 11 (22)

12 Wall Display Management Alarms Notification in Real Time CCM provides the same functionality but for inbound voice calls only. Delivers real time information and text messages concerning contact center activity across multiple media. Includes the Virtual wall display, with flexible layout and formatting on a PC screen. + Virtual Wall Display is available as a web page, or as a Windows Vista side panel gadget. When media calls to an OAS server exceed a default threshold, traffic alarms will appear in the Alarm Log window. The name of the OAS server, together with the traffic at the time and the predefined threshold, will also be listed Queue bar also shifts color when Actual Waiting Time exceeds threshold. + Queue bar shifts color on any service group alarm. Customization The customer logotype can be inserted in the Information Manager. Branding. Displays performance information and motivational messages to contact center staff. With the virtual wall display, it is enough with a generalpurpose screen or projector. With the web-based wall display, the information can be on someone s desktop or on many dedicated screens. The contact center manager knows immediately when performance limits are reached. Layout and grouping flexibility Users can define how many rows and columns in the service group overview window. Ability for managers to group multiple service groups into a customized group for easy monitoring Filter views of agents on agent states (like busy, logged off). View exactly only the relevant information Report Manager Features Historical call center reports Yes for voice calls. Supervisors and contact center managers can generate multiple reports covering historical activity, covering all components of Solidus ecare: Script Manager and routing of all media. Standard Templates Yes. Templates exist for many different types of reports. + Additional data items: Preferred Agent Routing and Agent Activity. + The Report Interval can be selected per individual report. Comprehensive historical reports improve forward planning for delivery of high quality of service. It can be a tool for evaluation of agent s performance, the basis of reward policy, and input to staff and skills planning. Templates ensure that key information is available both comprehensively and quickly. 12 (22)

13 Customizable Templates Not supported in CCM. Standard templates may be modified to meet user needs. Scheduled Reports Same for CCM. Report Manager can produce reports at user-specified intervals. One-Time Reports Same for CCM. Generates reports on an ad-hoc basis. Fully integrated with other reports. Management can obtain information in the most relevant format and structured to meet business needs. Report Schedules reduce the management time and cost used in initiating reports manually. Management can review and act upon data immediately. Campaign Report N/A. + The new Campaign Statistics report in Report Manager shows the progress of the campaign and the number of successful/unsuccessful calls, as well as the reasons for failure. Data Reports Same for CCM. Reports can be printed to file for import to other applications such as spreadsheets Report Manager can store reports in HTML format. Data can be presented in a format most suitable for the user and/or merged with other business data for analysis. Call Detail Records All call events are recorded and can be retrieved for reporting purposes. Call Detail Records can be exported to comma separated form (CSV). The exact sequence and timing of the events of a call can be reviewed. Customization Company logo can be inserted in reports. Branding. Graphical reporting Yes. Reporting on Selected Days and Dates Calling number for abandoned calls Yes. Yes. A graphical representation of statistics is more easily digested. Improved simplicity and cost when graphical reporting is built into the Report Manager. Up to 20 exclusion dates and 7 exclusion days are allowed per report Useful in calling back customers to improve customer satisfaction 13 (22)

14 Output Options File (CSV, HTML), printer, + Report preview with actual data. Reports can be posted on a web server, or shared and reviewed according to customer preference. Configuration Manager Features Central Configuration Tool MX-ONE ACD is configured through D.N.A. Extension Manager. The Configuration Manager covers all aspects of the contact center: interaction handling, multimedia routing rules, agent skills and privileges, voice prompts, and outbound campaign scripts. A single centralized management system optimizes operation. Multiple sites, single contact center With the Virtual Contact Center solution, contact centers that are situated at different geographic locations are all connected to one Solidus ecare system as a complete Virtual Contact Center. Configuration and management of the Virtual Contact Center is achieved via one centralized management system. Resources can be spread over a number of MX-ONE nodes and will all be part of the same contact center/groups with no difference in functionality. Networking enables efficient use of geographically distributed staff and equipment. Campaign Script Builder N/A Campaigns not supported. Develops question and answer flows to support agents in outbound campaigns. Supports consistency and normalizes productivity for both new and experienced staff. Flexible Campaign Management N/A. Possibility to pause or stop a campaign, exclude weekends, add customers to a paused campaign, copy customers from an existing campaign, etc. + Additional options: opening hours, exclude specific days, possibility to edit customers at any time, etc. Flexibility allows defining tailored campaigns that meet customer's way of working. Privilege levels Yes. Audit trail Yes. Integration API Possibility to configure the users, user types, skills, skill levels, skill templates and Service Groups. Allows administrators to view only information they have privilege to manage. For example restrictions on which tenant or agents they can manage. Access and Modification to Configuration Manager are logged to a file showing date, time, user and type of change. Integrate configuration changes in third-party applications, like workforce management applications. 14 (22)

15 Knowledge Base Manager Features Create, configure and edit the customer Knowledge Base The knowledge base, designed for queries and response in English, is a formal structure within which defines the knowledge of the Virtual Agent (i.e. what the virtual agent knows about). Hence, if you want the virtual agent to respond to the statement Hello, you would place this knowledge into the system. Provides the mechanism to deliver quick, consistent responses to customers either automatically or supported by live contact center agents. Multimedia content The knowledge base can contain many types of content including text, diagrams, links to Web pages, advertising messages and multimedia presentations. The knowledge base becomes an increasingly valuable resource for both customers and staff and uses multimedia to convey information. On-line input Knowledge can be added via an easy-to-use interface. Verification and test tools Tests and verifies the knowledge base s technical structure and tests the user interaction. Information for customers and staff can be updated and extended without disruption of service. Delivers a high quality service to customers, via the increased precision and coherence of automatic responses. Solidus ecare Script Manager (IVR) Features Call Routing Information can be gathered from the caller such as the reason for the call (Auto-attendant) or the caller identity. This data can be used to route the call or present the data to the agent. Callers are routed to the correct answering point. Agents are given information to deal with the call more effectively. Self-service W/ stand-alone SM. The IVR system can be integrated with back office systems for automated customer service... Calls can be completed without using staff, reducing operational costs. Self-service can be delivered at all times of day. Flexible Customer Interaction W/ stand-alone SM. Building blocks allow highly flexible design of qualitative interaction with callers. For example, a voice message to the caller can be configured to always complete, or the caller may interrupt it by pressing a digit. Customer experience. 15 (22)

16 Opening Hours and Scheduled Service A time based IVR dialog and routing can be designed with the powerful building blocks of Script Manager. + escheduler plays messages and routes calls based on time schedule. + Scheduler replaces escheduler and adds among others the possibility to play avalanche messages. It is quite common that a business wants a schedule and specific messages to callers outside business hours. With a browser-based configuration tool, customers can quickly put a schedule in place. Pulse Dial Recognition (DTMF) W/ stand-alone SM. Callers can interact with the system using dial phones. Widens the reach of the system to include calls from all phones. Natural Language Speech Recognition (ASR) W/ stand-alone SM. The Voice Recognition feature of Script Manager interprets responses given in a caller s spoken voice. This enables the building of powerful speech applications. Provides a more natural interface to customers and extends the range of possible transactions beyond simple digit input. Saves customers time, because they can skip long menus and choose the desired service directly by speaking to the IVR. Text-to-Speech (TTS) W/ stand-alone SM. The Script Manager can generate speech from text in many languages from text input. ODBC integration W/ stand-alone SM. Script Manager can access data sources via ODBC. Graphical IVR design tool W/ stand-alone SM. Users design flows in an easy-to-use, drag-and-drop environment. Messages can be played to customers dynamically and automatically. This is an important element of an efficient self-service IVR. IVRs often need to be datadriven, and ODBC is widely supported and used. Applications can be developed, modified and deployed quickly without traditional programmer s skills. Examples and Templates Report Manager Integration W/ stand-alone SM. The system comes with several examples of different types of dialogs, using different technology. Custom applications can be based on these examples. W/ stand-alone SM. Caller actions within the IVR element of a call flow are reported within the Report Manager feature. Starting from an example is the quickest way... Contact center managers have a single point of reporting for all elements of the call flow. User reactions can be easily measured and, if appropriate, acted upon. Print-out W/ stand-alone SM. The graphical script can be printed. This makes off-line review easy. 16 (22)

17 Privacy and confidentiality in logging and tracing W/ stand-alone SM. Protected variables give the option of omitting sensitive or private information such as PINs from Spy Tracer (a tracing tool) and from Script Manager logs. It is common for IVR dialogs to include the exchange of private information that must be treated confidentially. User-defined integration with embedded software W/ stand-alone SM. There are building blocks to integrate custom code in several programming languages: - JScriptExceute component allows embedding of JavaScript code. - VBScriptExecute that allows embedding of source of compiled VBScript code - Hook, and HookEx that allows embedding of custom DLLs. Beyond the functions of the standard building blocks, custom software can be embedded to perform virtually any function or integration, such as including a web service client in the processing of an IVR dialog with a customer. Outbound Calling W/ stand-alone SM. Yes. IVRs and automation are useful not only for incoming calls, but also for outgoing calls. Send Contact Center Data W/ stand-alone SM. This function can be used to send additional information to the agent, and also to add data to Call Detail Records. This enables the sending of additional information not only to the agent but also to the contact center database for Call Detail Record (CDR) logging purposes. SMS W/ stand-alone SM. Supports SMS: SendSMS, OnSMS, SMSMonitorDev, Discard SMS. Multi-byte Characters W/ stand-alone SM. Yes. Gives a great opportunity in the usage of SMS. Scripts are compatible with multi-byte character encoding and can for example read names written with Asian characters from a database. Mid-Queue IVR A customer in queue for an available agent can be deflected to a script while retaining the original queue position. Keep customer attention while in queue, and make use of the queue time. After agent IVR After a conversation with an agent, the caller can be connected to an IVR dialog. Can be used e.g. for after-call evaluation purposes, or to increase self-service and reduce the agent s handling time. 17 (22)

18 In-call IVR A caller can be temporarily transferred to an IVR and automatically returned to the agent. Distributed Script Manager Support for multitenanting Multiple instances of Script Manager engines can be distributed in one Solidus ecare system Yes. SAP integration Yes, with BAPI blocks. VoiceXML platform W/ stand-alone SM. Script Manager can act as an implementation platform for external applications written in VoiceXML. Complement manual service with IVR, e.g. to allow confidential transaction, or for service efficiency. Increased scalability and availability. Scripts and media usage can be defined per tenant. Provides an interface that enables integration towards SAP business application. Portability: customers can migrate from a third-party IVR solution to Solidus ecare without having to re-develop their IVR scripts. VoiceXML output in contact center Output data determined by the external VoiceXML application can be taken into account in the contact center. The external application can select the destination service group, specify information to show to agent, choose which CRM page to pop up to agent, etc. Solidus ecare Internet Suite Virtual Agent Features Customer questions can be answered directly via the Internet. The Virtual Agent is the interactive Minimizes costly agent Web response application of Solidus ecare that provides customer self-service in English. The Internet Customer Self interaction and gives customers customer can interact with the virtual agent using hyperlinks, pull-down menus, keywords and even Service service on the internet, when natural language. The virtual agent responds with immediate answers which include relevant webpages that are they need it. pushed. HTML Form Sync Allows the agent to share a form on the web with customers. Any fields on a form that contain sensitive or private information will not be visible to agents, so that customers privacy is protected. Enables the agent to guide a customer through a web form. 18 (22)

19 Web Page Pushing and Continuous Page Push and Pull Supporting information associated with the customer question is automatically delivered (pushed) to the customer s web session. Customer receives a comprehensive response minimizing the need to supplement automated interaction with costly live agent contacts. Advertising Delivery Advertising related to the question can be pushed to the customer s web session. Thin client software The customer needs only a web browser to interact with the Virtual Agent. Customizable client interface Solidus ecare provides standard web designs for the web pages that the customer uses. These can be modified so that for example layout and design match the existing web site. Opens opportunities for crossselling and up-selling increasing the value of the interaction. Minimal overhead at the customer s desktop. No requirement for downloads or plug-ins. Solidus ecare can be given a personality and maintain the look and feel of existing web site(s). Web Agent Features Chat Virtual Agent Whisper Customer Profile The Web Agent extends the Desktop Manager standard module, giving chat and web collaboration as a contact center means of interaction with customers. The Knowledge Base support agents in English. During a chat session, it can give the agent suggested response, which the agent may optionally first review and also change before sending to the customer. Allows the agent to view customer summaries and the details of any previous sessions with the customer. Simultaneous Sessions An agent may be on multiple chat sessions concurrently. Session Monitoring Supervisors may monitor chat sessions. Agent to Agent Instant Messaging Agents may request and receive help from another agent, if needed. The option to chat with a contact center is often necessary. Consistency and efficiency. The agent is armed with background information to use a high productivity tool yet deliver a personalized service. Often, chat pace is low enough that an agent can keep several sessions in parallel. Supervisors can monitor and measure the quality of transactions with the contact center. Provides support to agents in delivering responses to customers. 19 (22)

20 Common References Responses to frequent questions and commonly used web pages (URLs) are available for fast access. Consistency and efficiency. Solidus ecare Response Features Ensures that customers can Skills-Based Routing The system delivers s to appropriately skilled agents. receive support from appropriately qualified agents. Automated and Suggested Responses The Knowledge Base support agents. It can give the agent a suggested response in English, which the agent may optionally first review and also change before sending to the customer. Consistency and efficiency. Automated greetings, signatures, headers, and footers, file attachment Standard headers, footers and URL s with attached files can be included in . Signatures on e- mails can also be configured on a per Service Group basis. attachments can be dragged to/from the desktop. An alternate attachment path can be defined Consistency and efficiency. Assistance for Assistance for s can be requested. The agent has a choice of copying/pasting, or dragging, the response from the supervisor to the reply. An easy way for supervisors and colleagues to support agents. Auto-confirmation Once an reaches a Service Group, a confirmation can be automatically sent to the customer. Rich text formatting Rich text formatting is available for the contents of the reply text of the . Printing s can be printed. Call qualification codes Call Qualification Codes can be tagged to s. CSV Log for s A CSV Log can be created for s. Change subject When replying to an , the agent can change the subject. Customers can be informed that the reached the contact center and that they can expect a response soon. Improves the quality of the reply to the customer. For archiving the can be saved in hardcopy. Facilitates follow-up and service and performance review. CSV Log makes tracking/searching for s easier. Flexibility if the subject doesn t match the content of the . Waiting time supervision An that has been sent to an agent for reply can be sent back to the Service Group, if the wait time has exceeded the predefined threshold. Easy assurance of responsiveness and service level. Sent items/trash folder s can be moved to the Trash folder. s that have been sent can be copied into the Sent Items folder. Archiving for later review. 20 (22)

21 Revision History 0/1 December 2012 Document created. Reflects Solidus ecare version /2 May 2013 Updated for Solidus ecare (22)

22 2013 Aastra Technologies Limited. All rights reserved. This document contains proprietary information, which is protected by copyright. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, or translated into another language, without the prior written consent of Aastra Technologies Limited, Concord, Ontario, Canada. NOTICE The information in this document is subject to change without notice. AASTRA MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. AASTRA shall not be liable for errors contained herein, neither for incidental nor for consequential damages in connection with the furnishing, performance, or use of these materials. Aastra Technologies Limited Concord, Ontario, Canada 22 (22)