Ron Kunkel May T-Metrics ACD Platform

Transcription

1 Ron Kunkel May T-Metrics ACD Platform

2 Who Is T-Metrics, Inc.? Provider of Premium Telecommunications Solutions Since 1989 Always Has Been a Provider of telecom Products M5000-Series Test Equipment Miniature CO for Demonstrating Centrex Features Operator Consoles Centrex ACD PBX ACD The first IP Consoles Organization Memberships Nortel Networks Developer Partner Avaya DevConnect ACUTA INNUA Insight 100 ITPX HDI 2

3 Dunns rating T-METRICS INC Certified as a Top 20% Performer T-Metrics is in the TOP 5-10% Reliability- 95% Cost- 96% Order Accuracy- 95% On time Delivery- 94% Quality- 95% Business relation- 96% Personnel- 97% Customer Support- 96% Responsiveness- 94% where our Overall Performance Rating falls in comparison to other rated companies in this space. 3

4 Who Are Some of our Customers? 4

5 5

6 Certification Department of Defense requirement The TM-2000 ACD system has passed DISA JITC Certification and is certified until 09 Jun JITC certification ensures products are: Secure. Operate optimally in a multi-vendor environment. Deliver exacting levels of performance under duress. Offer other unique features and functionality required for national security. 6

7 TM-2000 Call Center The switch PC based Agent module Agents can be integrated on any or all of these switches Agent can use existing telephones 7

8 TM-2000 Call Center- The Agent Real time info PC based Agent module Use existing telephones 3 Types of queue Blind Informed Intelligent Integrated Skills based Routing call center Agent/supervisor Instant Messaging Agent call & screen Recording Screen POP Activity items 8

9 TM-2000 Call Center- The Supervisor Real time info PC based Supervisor module Change agent status, preference & skill real time Browser based reports HTML, Excel or graphical Supervisor control Local or Remote Supervisor to agent & skill set Instant Messaging Listen & view agents desk top over the IP Listen & view recorded calls Change schedules 9

10 TM-2000 ACD/Architecture User facing Controller System administration Agent/Supervisor Module Agent TAP call/ screen recording Monitor Module Desktop/Wallbo ard Reporting Module TCAT Event TMserver Gateway Ports RASM Digi remote Switch facing 10

11 Four Key Components of the TM-2000 ACD System Event Server Handles all communications between software clients ACD Controller Main access point for system administration HW / SW Gateways Provides physical connectivity to Central office or PBX Includes RASM and Digi remote Agent Module SW client that runs on agents PCs Primary interface between agent and ACD solution 11

12 The Desktop Components 1 Available available To recieve a call-an agent Must be available on the desktop agent module Andthe phone must be on hook 2 On hook waiting for call 12

13 13

14 No desk top license only ports Ports need to be calculated in conjunction with staffing Understaffing affects delay Delay requires ports Agent talk time does not use ports Agents do not use ports 14

15 What you don t need IVR Agent Workstation ACD DN s CMS/ CC6 TAPI server Agent/Supervisor Workstation Analog telephone Digital telephone New ACD phones New Wiring Use existing: Phones Wiring Switch release Agent Workstation Management software Agent Greeting Record agent Calls/ screens Customer LAN TM2000 hardware and Gateway software Primary Event server Primary Event server TM2000 Event server Digital, UNISTIM or SIP IP telephone IVR Ports RAN Trunks PSTN Upgrade to new release 15

16 Supported Softswitches / PBXs (Including CS 1000 & CS 2100) 16

17 Multiple dissimilar Switches can be networked together as a single call center. The DIGI Remote can answer or originate any local telephone calls. Its also monitors the status of an agent s phone at the remote site and reports all state and status information to the primary event server.. Digi-Remote Tampa Primary Event Server TCAT Redundant Event Server Seattle Dissimilar switches can be networked as a single call center. All RASM s & digiremotes report to the Event server Digi-Remote 17 St. Louis

18 Digi-Remote Customer LAN Agent Workstation Agent/Supervisor Workstation Agent Workstation PRIMARY Primary Event server Analog telephone Digital telephone IP telephone All ACD calls can be answered and routed from the primary event server location andthe DIGI Remote location The DIGI Remote can answer or originate any local telephone calls. Its also monitors the status of an agent s phone at the remote site and reports all state and status information to the primary event server.. Analog telephone Digital telephone IP telephone REMOTE Use existing: Phones Wiring Switch release Agent Workstation Agent/Supervisor Workstation Agent Workstation Customer LAN TM2000 hardware and Gateway software IVR Ports Digital UNISTIM SIP PBX PSTN/ Enterprise Intranet/WAN Central office Or Customer PBX IVR Ports Central office or PBX lines TM2000 Digi-Remote

19 Dynamic Ports Appointment scheduling Billing Lab results Help desk Call a nurse Insurance All ports are dynamically allocated across all skill sets. One skill set with low SLA can tie up ports Each port can view or monitor the status of 50 telephones 8 ports= ports= ports Create a MADN of any extension you want as an ACD agent i.e. Extension 2355 Digital or IP extensions 19 M5000 series telephone

20 Dedicated Ports Appointment scheduling Call a nurse Billing Lab results Help desk Insurance Selected ports are dedicated to skill sets. One skill set with low SLA cannot tie up ports on other departments 1-8 Appointment 9-24 call a nurse Help desk Lab results Billing Insurance Digital or IP extensions 20

21 For scalability, flexibility and redundancy you can put departments or groups on their own event server running all their own applications Appointment scheduling Call a Nurse Help desk Lab results Billing Insurance Each server can have A combination of Dynamic Or dedicated ports Create a MADN of any extension you want as an ACD agent i.e. Extension 2355 Digital or IP extensions Nothing dictates all departments and groups be on the same Event server 21

22 No Duplication of Resources Use your existing PBX/Centrex Use your existing trunks Use your existing phones Use your existing wiring Use your current switch release Single system network wide Quick configuration changes No ACD DN s or desktop license 22

23 Types of queue Blind queue Provides no information as to how long before an agent will be available Informed queue Tells the caller the expected wait time before an agent is available Intelligent queue Offers the caller the option of leaving a message in queue and having an agent call them back 23

24 Skills based routing An agent can be a member of multiple skills, groups or queues. Agents are assigned a proficiency level in each skill. Between most qualified 1- Least qualified When the call arrives for a specific skill, the system considers availableagents with the highest proficiency level that have been available the longest in that skill, they will be presented with that call before lower level agents. 24

25 The Agent/Supervisor Module Status changes Caller information Skill/set information Agent information Viewed only by supervisor IM/Emergency/expanded

26 Based on real time caller information RQD The system will tell you how many agents need to be in the available state based Real time conditions. Viewed only by the supervisor Expand button

27 Agent Expanded View Non-supervisor agents can only see Skillsets in their expanded view. This is accessed by clicking on the in the lower middle of the Agent Module OUR SLA s 27

28 Never give out an agent telephone number People will have a tendency to get attached to helpful agents. This will over burden certain agents This will destroy your skills based routing Your reports would be skewed How does a caller get back to an agent that has been working on their problem? This has to be at the discretion of the agent The agent should be able to generate a PIN that expires after a pre set period of time oronce it is used. The PIN routes the caller to the agent 28

29 Agent Callbacks When the agent clicks on Request Callback Account Number, they are provided with a unique P.I.N. to give to the customer so that they may reach the same agent. This P.I.N. can be set to expire at certain time intervals in the left pane of this window. The right pane is simply a text box for notes. This extension can be set to expire at certain time intervals in the left pane of this window. Notes about the call back A number and code to dial is established to reach that particular Agent again without waiting in a long queue 29

30 Agent TAP Inexpensive hardware software option Allows the agent to prerecord a customized greetingto be delivered automatically to all callers. Allows all calls to be recordedat that agents position Allows the agent PC screen to be recorded. Allows a supervisor to listen inon an agent requiring only an internet connection ( over the IP) Allows the supervisor to view the agents screen To CS2100 Headset or Hand set 30

31 Recording the Agent Greeting In the agents voice unique to the skill set presented 31

32 Thank You!