INBOUND ACD ULTRA AN ULTRA COMMUNICATIONS PRODUCT DATASHEET CLOUD CONTACT CENTRE SOLUTIONS COMMUNICATIONS (0)

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1 INBOUND ACD AN ULTRA COMMUNICATIONS PRODUCT DATASHEET ULTRA COMMUNICATIONS CLOUD CONTACT CENTRE SOLUTIONS (0)

2 AUTOMATIC CALL DISTRIBUTION SERVICES The Ultra Call Management System (UCMS) delivers a range of Cloud-based inbound call handling services to support live advisor and automated customer interactions. Within this inbound portfolio, the Ultra Automatic Call Distribution (ACD) Service is our flagship product. The Ultra ACD supports mission-critical inbound call handling requirements for organisations deploying PSTN or VoIP environments, helping contact centres enhance service quality and improve advisor productivity. Inbound Call Management Ultra s Cloud-based ACD intelligently answers, prioritises, routes and reports on incoming calls as well as enabling organisations to flexibly deliver inbound contacts to live advisor or automated resources according to user-defined business rules. Calls can be routed based on advisor/team skills, priority groups, called number, customer number (i.e. CLI) or first available advisor. Ultra ACD is the ideal choice for organisations looking for a highly featured and mature ACD service and is delivered using a flexible and cost-effective pay-as-you-use model to lower total cost of ownership. Virtual Contact Centre Working The Ultra platform supports single or multisite contact centre operations including virtual contact centre working using remote knowledge specialists and homeworkers. Using the Ultra Call Bar, experts working outside the contact centre can use One Number Contactability services to update their availability and location in the office, at home, or in a remote office. And if they are not available to take a call, business rules can be set to direct incoming calls to a colleague or support desk. Call screening using automated menus, as well as standard telephony features (such as call transfer and call conferencing) are included as part of the service (0)

3 Integration and CTI Because its systems are network-based, Ultra layers additional functionality over client systems without the need for extensive and time consuming system integration work. Ultra is able to integrate easily to a broad range of desktop applications and back office systems through our open architecture and APIs. The Ultra ACD features in-built Computer Telephony Integration (CTI) to screen-pop callers details and CRM records as calls are delivered to advisor desktops. The service also supports integrated inbound/outbound live call blending for the ultimate in resource utilisation and management. Contact Recording and Quality Management All calls are recorded and securely stored by Ultra to meet quality monitoring and compliance requirements with multiple file storage servers used, across multiple locations, for high availability and redundant operation. A full suite of real time monitoring tools are available - giving supervisors a complete picture of contact centre activity (including daily stats and call queue details), a messaging facility, and the ability to set/time agent work states. IT Requirements Advisors connect to Ultra through a simple ActiveX component. That means that all users need to connect to the Ultra ACD service is a Windows PC, an Internet connection and a standard telephone line. When the Ultra ACD delivers a call, it makes an inbound call to the advisor and delivers a screen pop to the PC with full information on calls. Smooth-Q With Ultra Smooth-Q, customers waiting in a call queue can be offered the option of a call back at a later time. Call backs can be freely available to any advisor assigned to a particular campaign or sent to a specific advisor to provide continuity for the customer. Inbound Configuration Inbound call behaviour is defined through a Service - and multiple phone numbers (DDIs) can be assigned to a single service. The Ultra ACD service also supports the creation of building blocks (such as Service definitions, opening hours, bank holidays etc.) that can be shared between Services. Services can be started by either calls to an assigned DDI or automated menu selections or directly by another Service (0)

4 Centralised Management Ultra s all-in-one contact centre platform supports the centralised real-time management of campaigns and resources via the Ultra client web site. This includes full Queue Management and User Management functionality. User Privileges can be individually specified, including what reports people are able to access. Templates can also be created with set Privilege Profiles and then cloned to create new Administrators, Managers, Team Leaders and Advisors for ease of use. Fig 1: The Ultra List Management Function (0)

5 Fig 2: The Ultra Queue Management Function Management Information Users can track calling activity (including call abandon rates, number of calls waiting in queue etc.) in real-time using the innovative and powerful Ultra Online Visual Control Panel (VCP). In addition, Ultra s flexible reporting package provides comprehensive transaction/ event reporting. The Ultra reporting suite covers both inbound and outbound calls and includes outcome disposition codes. Ultra PCI Pro Portfolio By implementing a PCI solution from Ultra, organisations remove their contact centre advisors from the scope of the PCI Data Security Standards. Ultra s advisor-assisted and automated PCI solutions allow payment information to be collected from callers without anyone ever seeing or hearing card details. They are able to remain on the phone and assist customers throughout the payment process, preventing confusion and minimising the chance of customers ending calls before their transactions are complete (0)

6 Business Continuity With Ultra s servers co-located across multiple geographically separate sites, Ultra has inbuilt Disaster Recovery (DR) that s immediately operational from any alternative warm site without clients having to make system/telecoms changes, duplicate call plans or balance campaign calls across nodes. DR planning can also be massively simplified. Following a fire drill or alarm, for example, advisors can pick up exactly where they left off once they have access to a PC and phone. Proactive Support Client support is unmetered and available 24/7/365. Normal support hours are 7AM to 9PM GMT Monday to Friday and 9AM to 5PM GMT on Saturday. Emergency calls outside of these hours go to an out-of-hours message service with automated escalation to Ultra engineers and management. Using the powerful capabilities of the Ultra VCP, our Network Operations and Support team also monitor the performance of campaigns in real-time picking up the phone to clients whenever they spot unplannedfor activity (such as long agent idle times or unusual call queues) or indeed opportunities to improve productivity. For further information, or to arrange a Cloud contact centre service trial, please contact us today: Tel: +44 (0) [email protected] Website: Ultra Communications Ltd, The Granary, Cams Hall Estate, Fareham, Hampshire PO16 8UT Registered in England, No: (0)