The Evolved Call Center

Transcription

1 The Evolved Call Center The Evolved Call Center is designed to provide contact centers of all sizes with access to a broad range of features, with increased scalability and flexibility delivered in an economical cloud-services model. The Evolved Call Center solution provides contact centers managers with enhanced control and deeper insight into their contact center operations. By establishing a single cloud-based resource center across multiple locations, call centers can streamline operations and maximize staffing. This unique model enables call center managers to strike an appropriate balance between effectiveness and efficiency. Key Features: Executives Lower TCO: Significantly reduce traditional telecom expenses and maintenance costs while eliminating capex for new equipment and software. Maximize Staffing: Streamline operations into a single resource pool across multiple locations. Flexible: Distribute call center resources simply and effectively whether in the office, on the road, or at home. Scalable: Increase and decrease costs with seasonality and growth. Support unexpected peaks with limitless call capacity. Disaster Recovery: Queue calls in the cloud regardless of conditions at any site with built-in contingency routing. Secure: Take advantage of a private and secure cloudbased offering from a PCI and SOC II certified organization. Key Features: Call Center Management Broad Range of Features: Gain access to advanced messaging, routing, reporting and desktop management features regardless of budgetary constraints. Setup Options: Use (and pay for) only the features you need while providing agents a familiar interface - PC, handset, or both. Centralized Management: Manage queue activity, monitor calls (regardless of agent location), and reroute them with a click of the mouse or from your Smartphone/Tablet. Reporting: Review performance in real time with ad-hoc reporting or through automated delivery. Recording: Retrieve and playback recorded calls, tag calls for quality management purposes, and listen to calls live. Control: Provide supervisors with unmatched control over agent productivity and allow administrators point-and-click configuration through our award winning OSSmosis Portal. Extensible: Prebuilt integrations into popular CRM and messaging platforms. Simple application integration through standards-based APIs.

2 Broad Range of Features The Evolved Call Center is available in three different versions. From basic queuing to premium routing and management capabilities, the Evolved Call Center can grow with the needs of your call center operation. ACD Routing Policies Basic Standard Premium Hunt Algorithms Uniform, Circular, Regular, Simultaneous, Weighted Escape out of Queue option Distinctive Ringing Ability to have a specific ring per queue Overflow Treatment Based on Queue Size and/or Wait Time Bounced Treatment When an available Agent doesn t answer Stranded Treatment When no Agents are signed in Force Agent Unavailable Triggered by bounced calls DNIS Routing Ability to have multiple DNISs pointed to a single queue Enhanced Enhanced Advanced ACD Routing Policies Basic Standard Premium Priority Queuing Based on precedence or longest wait time Night Service Business and after hours call treatment Holiday Service Calendar based call treatment Forced Forwarding Alternate routing for new incoming calls Preserve wait time after forwarding DNIS based priority settings and routing policies Outbound Dialing by Queue Agent selects Caller ID Greetings and Announcements Basic Standard Premium Customizable Greetings/Messages Entrance (including Mandatory playback option) Comfort Message Music on Hold Chained Greetings/Messages/Music on Hold Up to 4 Estimated Wait Time or Position In Queue Comfort Message Bypass Queue Announcement via Agent Whisper Agent and Supervisor Features Basic Standard Premium Web-based service controls Set ACD State *Join Call Center: Activates agent in the Call Center *Set Call State: Sign-in, sign-out, available, unavailable, wrap-up Web-Based and Desktop client for call management (Agent and Supervisor) Add on Add on Auto-answer incoming calls Automatically set post call agent ACD state Unavailable Codes (Handset and Call Center Clients) Disposition Codes (Handset and Call Center Clients) Reporting Basic Standard Premium Scheduled Call Center reporting Real Time reporting from Supervisor Client

3 Scalability and Capacity Basic Standard Premium Maximum number of queued calls per CC Setup Options The Evolved Call Center seamlessly integrates into the Evolved Office Hosted service or via callback to legacy PBXs. Agents can gain access to features and control through advanced desktop applications or manage their state via more traditional handset based interface. Agent Client, a web-based application provides point and click control, and ACD state functions (sign-in, sign-out, unavailable, available, and wrap-up, etc.). Featuring an intuitive icon-based presence interface, Unity Agent provides point and click call control, ACD state functions (login/logout/unavailable/wrap up, etc.), near real-time statistics, embedded chat and presence. For Agents that do not require advanced features, various options are available for state control via the handset.

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5 Centralized Management Call Center Management needs information at their fingertips to make vital decisions about queuing, overflows and call routing. Supervisor Monitoring an intuitive web interface provides Call Center leaders with the real time queue activity, the ability to listen to calls, tools to monitor/change agent status, and options to prioritize and redirect calls. Evolved Call Center Supervisor Dashboard provides Agent and Queue status as well as real-time monitoring.

6 The Call Center Dashboard is a web application that delivers queue statistics and thresholds in real-time on a variety of devices from PC-based wallboards to individual PCs, Tablets, and Smartphones. Recording The Evolved Call Center enables on-site or remote call quality and compliance activities. Search, retrieve, tag, and export recorded calls based upon criteria such as the agent, the calling party and the date/time. Listen to live calls or call recordings through an easy-to-use web interface.

7 Reporting Comprehensive Reporting is a must to ensure adherence, compliance and service levels within any Call Center. The Evolved Call center offers flexible reporting to meet the various needs of Call Center Supervisors, Management and Executives. Supervisor Reporting provides comprehensive ad-hoc reporting in a graphical format that can easily be printed, exported, or ed. The Queue Performance Report provides the Call Center Supervisor with the ability to report on queue activity and service levels. Queue reports can be run on an individual queue or all queues. Scheduled Reporting provides historical call detail reporting ed daily to your management team. The Evolved Call Center Agent Statistics with Queue Activity Report provides Agent call activity by queue as well as relevant statistics such as Total Logged-in Minutes, Available Minutes, Unavailable Minutes, Call Counts by Type, Average Talk Time, etc. Control

8 Control Call Center Managers require complete control over agent and queue productivity. The award winning proprietary OSSmosis Portal allows administrators point-and-click configuration and real-time changes. The flexibility and power of the Evolve Call Center can be managed by Call Center leaders based upon the real-time staffing and volume demands. Call Center leaders can adjust their call routing, announcements, and staffing from any web-enabled device. Extensibility The Evolved Call Center is supported by standards based APIs enabling businesses to easily integrate the solution into internally developed or third party applications. Due to this extensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Work Force Management solutions.