INCREASE THE AVAILABILITY OF TEAMS

Transcription

1 INCREASE THE AVAILABILITY OF TEAMS Reduces the administrative burden on organizations. LUWARE.COM

2 INTRODUCTION WHAT IS TEAM MANAGER? TeamManager allocates all Skype for Business channels to teams and/or divisions. They are delivered to the team members in a presence-oriented and location-independent manner. TeamManager assures improved reachability of the secretary s offi ce, the sales department or expert teams. The routing solution allows expert teams to be mapped within an ACD (Automatic Call Distribution) solution to ensure higher service availability. Like LUCS, TeamManager is also integrated natively with Skype for Business. This inexpensive, easily integrable and scalable software provides various routing options for chat, voice and video. Using workfl ows, the call fl ow can be created easily via drag & drop. In this process, parameters may be defi ned, which can be changed by the team administrators (e.g. announcements, redirection numbers, waiting time, etc.). In addition, TeamManager offers a comprehensive reporting feature, allowing the data to be integrated into the company s internal data warehouse or to be analyzed comfortably within Excel. With solutions that also include a contact center, TeamManager can be used for implementing an overfl ow path to available teams in case of high capacity utilization.

3 FEATURES WHAT IS TEAM MANAGER CAPABLE OF? Priority-based routing with time-controlled extensions Easy confi guration of the opening hours via Outlook Dynamic status and indication of team availability status High scalability Real-time statistics and signifi cant reporting for teams Team members are represented anonymously Easy IVR / call routing functions Communication with internal and external contacts across all channels CRM/WFM integration (optional) Voice mail and IM recording Support for Offi ce 365 Voice mail Outlook Implementation of on-call service: Confi gurable via TM Confi gurator Can be activated quickly and easily via Outlook

4 FEATURE COMPARISON Luware TeamManager is an enhancement of the Microsoft Response Groups (RGS), positioning itself between RGS and a comprehensive contact center software such as LUCS by Luware. The following table shows the differences of the various solutions: RGS (Microsoft) TeamManager LUCS Service availability No presence status Dynamic status of the team Dynamic status of the service Supported channels Voice only All channels (IM, Voice, Sharing, Video) All channels (IM, Voice, Video, Collaboration) plus web chat, routing and social media Direct calls / forwarding to team Manually Automatically Call connection Statically, not presence-oriented According to fi xed schema, presence-oriented Dynamic extensions, presence-oriented, skill-based, priority-based, policy-based, preferred agent, last agent Interactive features Voice-based ACD Simple voice- and IM-based announcements Multilevel voice- and IM-based interactions and announcements Reporting Not available SRSS, Excel (multidimensional reporting for teams, statistics) SRSS, Excel (multidimensional reporting for agents, supervisor, services, statistics) Usage Phone server Server application Client and server application Limitation Limitation per pool: 1200 RGS agents 400 hunt/200 IVR groups High scalability: >5000 Team Members per Pool >1000 Teams per Server High scalability: >2500 Agents per Pool >500 Services per Server Administration No RGS Manager - TeamManager Admin - Team Administrator - LUCS Admin - Supervisor Opening hours Managed via web site Managed via Outlook Managed via Outlook Voice Mail Voice mail Voice mail and IM message recording possible Voice mail and IM message recording possible Licensing Included in the Skype for Business license Accurate team and member licensing based on functional scope Server and agent licenses

5 FEATURE COMPARISON WHAT DOES TEAMMANAGER OFFER? TeamManager supplements Skype for Business with the concept of teams and is integrated natively with Skype for Business. A team is represented as an account, analogous to a staff contact. This yields the following benefits: A team becomes visible through a status The team status is calculated from the statuses of the individual team members. This means, a team is available for as long as at least one team member is available. If all team members are busy or absent, the team status is adjusted correspondingly. The team can be addressed via a contact When trying to reach the team, the chances of reaching a free team member upon first contact are increased. All Skype for Business channels are supported A conversation may be started via chat, for instance, and then continued via voice or video, and even desktop sharing may be involved to provide support. The caller always sees the name of the team By indicating the name of the team instead of that of a team member the caller can be prevented from trying to contact a team member directly later on.

6 WE ARE LUWARE Luware is a leading provider of customized service platforms based on Microsoft Unified Communications (UC) technologies. The portfolio includes solutions for contact centers, team-acd or single-user workstations for the following channels: Chat, Voice, Video, Mail, Social Media and Co-Browsing. Thanks to latest technologies such as WebRTC, CRM integrations, recording solutions and other add-ons, Luware offers the full range of all additional functions for Skype for Business and Lync. The experience and expertise include business processes in customer service, Microsoft UC technology, product development, project management and software engineering. Our products impress with Swiss quality, are extensive in possibilities and are simple and intuitive in use. Luware AG Hardturmstrasse Zurich Switzerland Phone: Mail: [email protected]