Cloud Contact Centre. Getting smart with customer contact

Transcription

1 Clud Cntact Centre Getting smart with custmer cntact

2 Getting smart with custmer cntact Clud Cntact Centre enables businesses t deliver superir custmer service every time, quickly and affrdably, with the simplicity f a web brwser and a telephne line. Clud Cntact Centre puts yu in cntrl, with access t the latest technlgy and enhanced functinality withut the need fr cmplex IT integratin and high upfrnt csts. Ideal slutin fr : Price sensitive SME market & Gvernment Departments Fast respnse t unplanned demands Disaster Recvery Integrated queues acrss multiple lcatins

3 Its as easy as 1, 2, 3 1. Quick 2. Flexible Fast deplyment, nline training and easy set-up fr agents has the right number f agents up and running quickly frm any lcatin With n sftware r hardware installatins r integratin, deplyment is in hurs nt mnths With an easy t use web interface, users can cnfigure everything themselves, including queues, skills, agents, IVR s, CRM/case management Agents, including thse in the same queues, can lg-in and take calls frm any lcatin as lng as they have access t the internet Easily scalable, adding agents achieved via nline rdering with rapid prvisining 3. Cst effective With fixed pay fr use pricing, yu can anticipate csts and ensure ample budget allcatin N upfrnt investment f time r mney with n need fr investments in telephne switches, cmplicated installatins, r additinal sftware

4 Custmer Deplyment Clud Cntact Centre is simple and easy t deply Easily integrates with Clud Telephny fr Business slutin t prvide a cmprehensive Unified Cmmunicatins and Cntact Centre ffering The nly Agent requirements are: A Web Brwser running Internet Explrer 7 and abve An Internet Cnnectin A Telephne Line Agents can be lcated anywhere* ideal fr hme wrkers * Vice perfrmance may be less than ptimum fr verseas based Agents due t quality f internatinal vice lines. Please talk t yur Reseller abut hw this can be addressed.

5 Enhanced functinality in a unified slutin Clud Cntact Centre IVR CRM Management Chat Management PABX / ACD Knwledge Base C-brwsing Self-service Real time reprting Histrical reprting PSTN / Clud Telephny

6 Clud Cntact Centre prvides: Blended multi-media cntacts: Vice mnitring and recrding; Vice mail ruting; CTI integratin and screen pps ; CRM and case management; Real-time and histrical reprting; Dialer with Campaign Management Integratin t 3rd party CRM: Salesfrce, MS Dynamics,Zendesk Skills based ruting with priritisatin; Fully featured IVR; Telephny; Vice ver IP; ; Vic ; Web Chat; and Web c-brwsing.

7 Clud Cntact Centre functinality Telephny PBX/ACD Functinality Vic as Skills Based Ruting t Agent Dialer with Campaign Management IVR Managed and autmate utbund campaigns with multiple CRMs Custmizable Greeting Prmpt fr Custmer r Case ID Skills Based Ruting management Ruting Rules (parsing f ) Integrated t Knwledge Base Lg CRM Cntact Management Case Management Team Wrkflw Escalatin Knwledge base / FAQ Fully Custmizable Hierarchy Accessible thrugh all Channels (vice, chat, , self service) Integrated int and Chat Respnses CTI Screen Pp

8 Clud Cntact Centre functinality Universal Queue Queue , Chat, Telephny Multi-media Skills Based Ruting Web chat Ruting Rules Supprts up t 3 Simultaneus Chat Lg Self Service Access t Case Management Histry Access t Knwledge Base Creatin f New Case/Incidence Reprting & Mnitring Integrated reprting acrss all media Detailed Agent Reprts Real-time Alerts Administratin Queue Cnfiguratin fr all Media Agent Cnfiguratin IVR Cnfiguratin Cllabratin Integrated t Chat, PSTN & VIP Navigatin Synchrnizatin Frm Fill Synchrnizatin

9 Three Views - One Slutin The Cnfiguratin Manager: Set-up, view and change incming channels, queues, agent grups, and prfiles. Agent/Supervisr Interface: Manage cntact via all channels and access real-time and histrical reprts. The Supprt Centre: End users can request help via phne, , r Web chat, r they can research their wn accunt infrmatin and search the FAQ knwledge base. Channels in the Supprt Centre can easily be integrated int custmers web sites.

10 Hw des it wrk?

11 Easy t manage - Cnfiguratin Manager Set-up, view and change incming channels, queues, agent grups, and prfiles.

12 Blending phne, , and web

13 Flexible IVR Set-up Easy t cnfigure tree structure fr IVR: Manage pen/clse hurs Uplad custmised vice recrding Manage verflw

14 Integrated vic

15 All queues visible in ne screen

16 Direct all cntacts t the mst suitable peple

17 Deliver superir custmer service

18 Easy t use Agent Interface Status panel always available n screen Displays the status f the queues the agent is assigned t Allws the agent t manage their status (eg. accept calls, switch acrss media, wrk ffline, take a break)

19 CRM Cntacts Management The My Custmers screen displays custmers that are/have been managed by an Agent. The drp dwn list bx allws an Agent t select the fllwing ptins: Assigned T Me - displays the list f all the custmers whse cases are assigned t the Agent. It is the default listing. Assigned T My Grup displays the list f all custmers whse cases are assigned t the Agent s Grup. Created By Me displays the list f all the custmers with cases that the Agent created

20 CRM Case Management The My Cases screen displays pen cases that have been assigned t a particular Agent, the Agent s Grup r created by the Agent. The drp dwn list bx allws an Agent t select the fllwing ptins: Assigned T Me - displays the list f all cases assigned t the Agent. It is the default listing. Assigned T My Grup displays the list f all cases assigned t the Agent s Grup. Created By Me displays the list f all cases that the Agent created.

21 CRM Case Creatin

22 CRM Reprting Custmer reprts are cmpsed f custmer management data cllected frm the CRM system. Once a reprt has been created, the frmat can be saved and run repeatedly r edited.

23 Supervisr Realtime Reprting The Supervisr Mnitr Panel allws Mnitring and Management f Queues and Agents including real time reprting f Agents and Queues

24 Supervisr Histrical Reprting The fllwing histrical reprts available are: Agent/Grups: Time n Status Agents: Lgin Time Agents: Inbund Transactins Agents: Prcessing and Pst Prcessing Time Agents: Other Transactins Analysis Media/Queues/Channels: Inbund Transactins Media/Queues/Channels: Abandned Transactins Media/Queues/Channels: Accepted Transactins Agents: Detailed Accepted Transactins Activity Queues: Detailed Accepted Transactins Activity

25 Supervisr Histrical Reprting Select the reprt required with date range and data granularity Generate graphical reprt r spreadsheet reprt

26 Further Infrmatin / Enquiries Further infrmatin available frm: Online Call r Nextep Sales n 1800 NEXTEP aspx