Multi-Media Contact Center. Delivering Superior Customer Service for Small to Medium size Business.
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1 TM Multi-Media Contact Center Delivering Superior Customer Service for Small to Medium size Business.
2 TM Multi-Media Contact Center OMNIWorks SIP is SIP based Contact Center solution that was designed to be cost effective, scalable and to easily interface with any SIP based telecommunications platform for the small and medium size business community. OMNIWorks SIP can be easily confi gured to meet your current requirements and expand in the future as your contact center grows in both size and sophistication. OMNIWorks SIP gives the small to medium business owners a state of the art contact center solution that provides both new and existing customers the highest level of pre and post sales and customer service with interactive support to assure retention of your existing customers resulting in increased pre and post sales margins. OMNIWorks SIP scalable from as little as 5 agents and one supervisor to 30 agents and 3 supervisors by the simple addition of agent or supervisors licenses OMNIWorks SIP is a single server call center solution with user friendly agent and supervisor soft phone consoles. The call center management and programming is accomplished using our user intuitive GUI interface. OMNIWorks SIP includes our basic report package with options to upgrade to either our standard or premium report packages as your call center report requirement increases. OMNIWorks SIP easily interfaces to POP3 server with our optional POP3 License.
3 OMNIWorks SIP Universal Routing Engine A single point for the routing and distribution of customers contacts designed to provide the customer with a consistent experience and a unifi ed method of measurement and reporting. Future schedule enhancements include Web Chat and Web Browser. OMNIWorks SIP Overview To PSTN Wall Display Wall Display PC PSTN Gateway SIP Communication Server Supervisor Desktop OMNIWorks SIP Server Agent Desktop Ethernet Switch Call Center Manager Desktop
4 OMNIWorks Soft Phone Consoles SUPERVISOR Real-time and historical reporting application that provides management reports to keep contact centers operating at peak effi ciency. AGENT Software-based telephone control, text chat and messaging tools. Integrated speed dial. Real-time queue and agent statistics for performance self-monitoring. Multiple language support. Agent Console is an Interactive desktop tool that includes contact dependent user interfaces such as a Dial Pad soft phone for voice calls, an client and a chat window for inter-agent text chat. Agent Console includes valuable self-management tools to help agents maximize their productivity. MANAGERS Console OMNIWorks Manager is an intuitive tool used to set up and manage contact routing and agent queues. Using Manager s graphical interface, administrators can quickly and easily set up and administer the OMNIWorks resource database used to defi ne contact center activity.
5 OMNIWorks SIP Report Packages Basic Package Consist of following reports: Quick View Agent State Comparison Agent Status Abandoned Calls Contacts by Skill Team Summary Standard Package Consist of following reports: Basic Reports Package Team Comparison Real time report Queue Status by Selected Skill Calls Answered by Skill Calls in Wrap by Skill Agents by Selected Skill Skill Queue Size / Longest in Queue Agent State By Hour Agent Comparison Contact Summary by Agent Contacts Worked by Agent Premium Package (Real-time and Historical) Consisting of the following Reports: Basic Reports Package Standard Reports Package All Historical HTML Reports
6 OMNIWorks SIP Server, Intelligent Router and Media Software Requirements OMNIWorks SIP Server, Intelligent Router and Media Software Hardware Platform An approved OMNIWorks SIP windows based entry-class or mid-class hardware platform RAM 4GB or higher CPU 2.4 Dual Core GHz or faster Operating Software Microsoft SQL Express Software with Tools Application Management Software OMNIWorks 7 SIP Server Application Compatible with MedTel Communications Platforms and other SIP based communication systems VCSe100, VCSe2000/9000 EGW plus other non MedTel Communications platforms that are based on standard SIP protocols OMNIWorks SIP Agent/Supervisor/Manager Hardware & Software Hardware Platform An approved OMNIWorks SIP windows based entry-class or mid-class hardware platform RAM 1GB or higher CPU 2.0 GHz or faster Operating Software Windows 7 or XP Pro Application Software OMNIWorks Agent/Supervisor Dial Pads or OMNIWorks Manager
7 THIS PAGE INTENTIONALLY LEFT BLANK
8 MedTel Services, LLC 2511 Corporate Way Palmetto, FL P/N: Rev.E 2012 MedTel Services, LLC Specifi cations subject to change without notice. MedTel Services & OMNIWorks Simplice are trademarks or registered trademarks of MedTel Services, LLC All other products are the trademarks of their respective owners.
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