MAD GDE-010. Call Center Lite. Product presentation. Matjaž Dolenc. Obr.: Issued by Iskratel; All rights reserved

Transcription

1 Obr.: Issued by Iskratel; All rights reserved MAD GDE-010 Call Center Lite Product presentation Matjaž Dolenc

2 Call Center Lite Entirely SIP solution, Basic ACD functionality, Integrated basic IVR system, Standard statistics, All-in-one 1U SuperMicro HW configuration, Optional upgradability to new communication channels, Completely configured, off-the-shelf product, which is easy to distribute, install and maintain, Attractively priced product, feature and future safe, comparable with the competition;

3 Call Center Lite, standard functionalities Standard (upgradable) configurations for up to 30 Call Center agents working places (5, 10, etc.), Inbound Call Center campaigns, 3 basic predefined Screenforms for Basic Contact History, which enables simple history of call contact, Basic IVR & Call Waiting Queue functionality, Automatic Call Distribution (ACD) functionality, Call Recording, 2 types of housing - basic & advanced (RAID configuration of HDD, duplicated power supply), Housing distinguished according to telecommunications environment access (SIP, 1*PRA/2*PRA);

4 Call Center Lite, optional functionalities Outbound or blended Call Center campaigns, Establishing of contacts from customer via and Automatic Distribution (AMD) functionality, Establishing of contacts from customer via fax and Automatic Fax Distribution functionality (AFD), Implementation of alternative communication channels such as SMS, web chat, social networks, etc. SDK tool (IVR Script Editor) for the development of new services and to enable enhanced Interactive Voice Response services (IVR) functionality, Integration with Microsoft Exchange Server, Microsoft SQL Server, POP3, ODBC Servers, Microsoft CRM integration;

5 Call Center administration and maintenance Administrators of the system have possibilities for Supervision of the system Observing of agents and call status, Observing of system statistics, Observing of call center modules status; Configuration of the system: Setting up call routing, Setting up operator groups, Linking operators with campaign, Setting up operator workplaces, Setting up voice prompts;

6 Call Center Agent s working place Call Center Agent s working place is equipped with CC Client application, which enables Agent s login/logout, Changing of agent s status, Receiving of customer s contacts, Entering data connected to the contact, Calling customers in outgoing campaigns, Communication with other Call Center staff, Transferring calls and data to other staff; PC phone application that enables voice communication with customer;

7 Call Center waiting queue Customer s call is placed to the Call Center waiting queue Calling customer is welcomed by a voice greeting and notified that he or she is waiting in a queue until a free agent is found, When welcomed, the customer can also be notified that his or her calls are being recorded by the system, Expected waiting time is given to the calling customer, According to predefined parameters and algorithms ACD (Automatic Call Distribution) procedures take care of delivering the call to the agent, During call delivery, the customer is optionally informed about the working place (agent) to whom the call will be delivered;

8 Basic communication Basic Call Center Lite communication is realized via voice channels. By using the ACD (Automatic Call Distribution) procedures the call is delivered to the agent, At the agent s response to the call, customer s data are presented to the agent, INFO mask is used to present customer s data, call center campaign data and data connected with customer s history, If neccessary, the agent can transfer the call and INFO mask to other Call Center staff, Conversation between customer and agent is being recorded;

9 Building blocks 1U Super Micro server Version of housing depends on the server type (basic and redundant) and number of optional E1/PRA cards, Complete pre-installation of the system and applicative SW, License key; SW Licenses for basic Call Center entities, e.g., number of Call Center agents, Access channels (size of the Call Center waiting queue), Call Center administrators, Optional SW Licenses for Introduction of and/or fax access to the Call Center, IVR script editor (introduction of IVR services);

10 Call Center server equipment Call Center server equipment consists of 1U Super Micro server with characteristics, equivalent to or better than Intel Xeon 4Core CPU, 8GB RAM, 320GB HDD (optionally duplicated RAID), OS Linux Ubuntu, DB Firebird, 200W Power Supply Unit (optionally duplicated), optional Digium E1/PRA cards (1/2); Power Units For uninterruptible work of the Call Center it is advisable to organize inverter power units for Call Center server equipment within the Iskratel MPS system or to put UPS units on Call Center server equipment;

11 Call Center Agent s Working place equipment * Call Center Agent s working place equipment consists of Power Units Personal computer with characteristics equivalent to or better than: Core 2Duo CPU, 4GB RAM, 500GB HDD, OS Windows 7; Input/Output units: PC monitor (22 ), PC keyboard and mouse, Headphone device (headphone device should be connected via USB adapter. Iskratel recommendation for the headphone device is GN Netcom GN2000 Mono with GN8110-USB adapter or Logitech H250, H530; For uninterruptible work of the Call Center it is advisable to put UPS units on a certain percentage of working places; * Call Center Agent s Working place equipment is optional and can be purchased by the Iskratel customer himself.

12 Customizations Basic customizations, such as adaptations of voice prompts of the call waiting queue, can be done by the user and are possible in the basic Call Center Lite system. IVR script customization can be done by the optional IVR Script Editor. When the editor license is activated, the user automatically gets the right to use self-edited IVR scripts. Customizations such as Adaptations of the INFO mask, Integration with user s ERP/CRM systems, are not included in the basic offer and price. Such customizations are the subject of a separate specification and offer.