Ultracomms Cloud Solutions

Transcription

1 Ultracomms Cloud Solutions

2 Ultracomms Ethos As the first cloud contact centre service provider in Europe, and a supplier of Enterprise PCI DSS solutions, Ultracomms has been providing outbound, inbound and blended services for clients across the UK for over a decade. With a unique approach to development and support based on collaboration, Ultracomms solutions are tailored to fit individual client needs and ready to flex as requirements and technology demands change. Ultracomms ongoing customerled feature development and constant campaign monitoring and advice ensures that clients achieve maximum productivity and best-in-class service, enabling them to remain at the forefront of the rapidly evolving contact centre market. The Ultracomms cloud The Ultracomms cloud platform provides a complete contact centre ecosystem that supports the staff, processes and data management for your organisation, ensuring maximum effectiveness is achieved. Incorporating all the typical enterpriselevel features associated with an on-site technology suite, the platform also boasts some unique innovations in outbound and inbound call management that differentiate Ultracomms from other vendors, such as the unique answer machine detection feature, AMD+, proven to significantly increase advisor productivity, and a fully integrated market leading PCI- DSS solution.

3 Ultracomms Cloud Solutions Why Ultracomms cloud solutions? The Ultracomms cloud platform delivers measurable productivity and customer experience gains, providing solutions that offer a lower total cost of ownership than traditional on site technology investments and other cloud contact centre propositions. Using a combination of inbound, outbound and blended services, Ultracomms clients achieve increased user productivity, simplified organisational compliance, enhanced customer experience, and access to unrivalled support that not only monitors the status of the core service, but also the effectiveness of campaigns and provides on-going advice around best practice. The platform can either utilise existing phone systems or Ultracomms can provide a complete telephony infrastructure to deliver contact solutions that are managed through its cloud. With a range of omni-channel services from telephony to SMS, , and web based services, Ultracomms offers a standalone or extension capability set that can all be joined up through its advanced CRM and workflow automation tool. Ultracomms excels at enabling an enhanced customer experience by bridging the gap between your organisation, partners and customers. Working together, the components integrate with legacy infrastructure to provide a rounded and cost effective contact centre solution. Through the Ultracomms platform, calls are controlled through a combination of the agent s CallBar (a desktop based CTI tool) and the unrivalled cloud based logic, both of which can fully integrate with existing reporting and software packages. Capacity and resilience The Ultracomms core platform is serviced by multiple top tier Telcos and Internet Service Providers (ISPs) for call capacity and to ensure business continuity and ongoing 24/7 uptime. Ultracomms has invested in industry leading technologies to underpin its cloud in each data centre. Running carbon copies of its infrastructure in all sites on dedicated database instances simplifies internal processes, ensuring there is no single point of failure - delivering secure, consistent service for customers. Where possible, calls remain within the node rather than transiting between sites, however calls can be processed by any of the sites should the need arise. At any time, from one of three data centres, Ultracomms can support advisor or customer connections via any phone line or technology, from any geographic location. The only requirement is a unique telephone number or registration per advisor so the cloud can manage the interaction. The Ultracomms cloud infrastructure flexes to consume or reserve line capacity as needed, ensuring that agents and customers are connected without delay, or are queued as internal advisors or agents become available. Through a combination of cloud level resilience and the approach to connecting agents, service assurance can be delivered with confidence. This enables Ultracomms to offer a strong SLA suitable for the largest contact centre operations and a commercial model which offers either the flexibility to pay for one license at a time or to buy services in blocks as needed. The three key platform components are: CallBar the agent call and media control application Ultra Contact Management Service (UCMS) the configuration, reporting and management site UltraLive the manager s real time viewer and wallboard tool

4 Not all diallers are equal... In today s market, organisations are under pressure to optimise the efficiency of their contact centre whilst remaining in line with the various industry compliance requirements. To meet these challenges, Ultracomms provides a market leading, flexible and scalable cloudbased dialler that enables simple and low cost integration with CRM platforms and reporting warehouses. Using the proven Ultracomms algorithms, developed collaboratively with experienced dialler managers and the in-house development team, the system has matured to provide best-in-class functionality. By combining cloud-based features, such as real-time predictive list entry and dynamic views of teams, campaigns and KPIs, with the ongoing campaign support provided by the Ultracomms team, an agile service is delivered and maintained throughout the life of a contract. Managed by clients via the Ultracomms admin portal, the solution is configurable to an individual level to control lifecycle and dialling approaches for records, be it in scheduled, predictive, progressive, power or preview modes. The platform can support unlimited concurrent client lists and campaigns and offers fully clientconfigurable interworking and intelligent scripting. Ultracomms clients also gain access to the unique answer machine detection feature, AMD+ developed by the Ultracomms team, empowering organisations to meet OFCOM, MoJ and DMA compliance requirements, whilst increasing productivity. Ultracomms AMD+ is a unique, patent-pending answer machine detection solution that delivers significant uplift in contact centre agent productivity, enhances outbound campaign management, improves contact centre staff morale and is undetectable to both agents and customers. AMD+ Most effective AMD technology in the market Quantifiable solution that simplifies Ofcom compliance Undetectable by agents and customers Eliminates call connection delay Removes false positives 99.99% accuracy Proven to increase agent productivity Available to all UCMS predictive dialler customers, AMD+ is the first quantifiable AMD solution that can be used to transparently and safely filter outbound calls, which, on average, reduces the number of answer machines connected to agents by nearly 30%. Using a unique set of data-mining algorithms, in combination with accuracy testing against historical data, the technology is proven to have an accuracy rate of 99.99% (based on 1 million calls analysed in January 2015, and verified by independent research)*. The productivity uplift gained by using AMD+ can, in many cases offset the entire running cost of the Ultracomms service and for those companies which need to work through significant call volumes, this is a compelling advantage. Scripting and CRM Call scripting and effective data collection during or following calls can directly affect workflow and associated processes. It is important that any contact centre technology supports the varying working practices in place and the Ultracomms solution is geared up to provide either CRM and workflow functionality or to work with existing systems and processes. With often just one opportunity to capture information and insight during calls, the content of a script and the ability to pass data between systems and adapt quickly to differing campaign requirements can affect contact centre agility. The Ultracomms development team can provide administrative users with service creation tools that less technical employees can use to build call scripting and CRM functionality for their customer contact management. Whilst some clients will integrate existing CRM packages alongside the Ultracomms platform, there are an increasing number of situations where the Ultracomms CRM module can provide an agile alternative to enable the storage of valuable midprocess data and manage workflow automation. The added benefit of this approach is that the capabilities inherent with this functionality enable scheduled reporting and KPI indicators to ensure ongoing visibility of performance, providing a valuable tool for supervisors and management. With this CRM license enabled, organisations also gain access to SMS, , and lead and list automation functions fully integrated with Ultracomms best in class contact centre telephony platform. This provides a complete omni-channel suite facilitating better customer engagement and driving enhanced productivity.

5 UltraLive The Ultracomms Live wallboard provides real time contact centre performance visibility to supervisors and management. With graphical display options flexible enough to offer simple colour coded grid formats through to talking head icons or charts, the real time wallboard dynamically monitors the status of the contact centre, allowing stakeholders to constantly review activity as it happens. Ultracomms configurable Interactive Voice Response (IVR) application enables clients to create multi-tiered automated menus which can direct inbound callers to specific advisors, groups of advisors, designated subcall flows, pre-recorded information messages, or even automated customer surveys. With IVR services configured, you can help your customers reach the right resource, at the right time. Call flows can be customised to suit the relevant services and target audience,building appropriate and repeatable customer journeys. When calls are transferred out of the IVR service to an advisor, information gathered during the self-service sessions can be made available to the advisor and then subsequently transferred to other team members, streamlining data collection and protecting your overall customer experience. Enabling differing views and profiles to be created dynamically and shared between users, sites and teams, profiles can be displayed to highlight a combination of motivational matrix and activity KPIs as well as to potentially alert team leaders of agent trends and anomalies. With the ability to feed data or media into the wallboard via a SOAP feed or through an embedded web page, other statistics, motivational leader boards or troubleshooting custom views can be shared to provide a modern, real time and rounded view of the contact centre environment. Inbound Services Ultracomms cloud based Automatic Call Distribution (ACD) service supports the intelligent answering, prioritising, routing and reporting of incoming calls, enabling organisations to handle calls more effectively whilst also improving advisor productivity. The system can route calls based on many variables including advisor skills, time of day, priority groups, database led indicators as well as the basic options of the number dialled or first available advisor. As well as passing callers to advisors, they can be handled by automated resources or sent to external numbers according to preferred business rules. The Ultracomms ACD service integrates the varying technology line types including ISDN, SIP and mobiles, to protect investments in infrastructure while leveraging next generation capabilities. Call Blending Sharing workload between diverse departments and different locations can provide challenges around available capacity into sites and the existing infrastructure s ability to manage the pacing and connection of inbound and outbound calls. With cloud based call blending solutions, the geographical limitations of remote management are removed while complete control of customer experience and advisor activity is retained. The centralised algorithms designed by Ultracomms dynamically respond to changes in contact centre traffic and, based on logic, the system calculates and prioritises pre-defined rules. By automatically prioritising and re-routing inbound call queues to appropriately skilled advisors, call blending maximises productive advisor time, while ensuring organisations maintain compliance with Ofcom s guidelines for outbound teams. Using this proven way of working, organisations are able to use the resulting efficiency gains to either take on more business or reduce their costs. With call blending functionality built into the Ultracomms cloud platform, customers can take advantage of this way of working, without any system disruption or changes to advisor desktops.

6 Voice Recording The Ultracomms call recording solution provides historical access to the calls that flow through the contact centre, capturing the filtering and analysis of the varying dispositions recorded and enabling a process of continuous improvement for customer interactions and staff training. Calls can be reviewed through the call archive for ad-hoc quality management, or using the secure Ultracomms API toolkit, existing speech analytics and quality management, or by integrating other third party applications in order to protect historical investments. Keeping customers at the forefront of the contact centre industry With the constant evolution of technology standards, as well as ongoing regulatory changes, Ultracomms best-inclass development, support and secure resilient services ensure that clients always have access to the latest capabilities, features and on-going campaign advice. Every Ultracomms solution is supported by proactive campaign advice and a comprehensive service level agreement which is used as a basis to prioritise and manage customer requests and communication flows. With the Ultracomms cloud platform, all calls are recorded and encrypted without the need for any advisor interaction and they can be recalled securely at any time, based on relevant permissions. Call recording can also be added to IVR call flows when customers need to leave a message or feedback during computer-assisted telephone interviews (CATI). Through a combination of DTMF clamping to ensure PCI-DSS compliance, and automated audit trails for FCA and other regulatory requirements, organisations can remain fully compliant and avoid the risk of fines. Through the broad scope and depth of features available in the Ultracomms platform, the campaign support team can provide insight and solutions, address customer requirements as they arise, help improve service quality, enhance first call resolution and increase end customer experience. By maintaining this proactive approach and by providing evergreen solutions on a robust and resilient platform, Ultracomms has established a loyal client base with high retention rates and a reference base to be proud of. *Findings from an Independent report conducted by DJN Consulting on behalf of Ultracomms. The full report can be downloaded here

7 For more information about Ultracomms cloud and PCI solutions please visit; The Granary, Cams Hall Estate, Fareham, UK PO16 8UT. +44 (0)

8 The Granary, Cams Hall Estate, Fareham, UK PO16 8UT. +44 (0)