IIİ,c. TegsoftCC Contact Center Solution

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1 IIİ,c TegsoftCC Contact Center Solution TEGSOFT JANUARY, 2014

2 TegsoftCC Contact Center Solution TegsoftCC, Contact Center Solution developed by Tegsoft engineers is a Web- based application which allows companies to interact with their customers via different communication channels such as Voice, E- mail, SMS and Web- Chat. It allows users to manage all these communication channels from a single user- friendly interface. TegsoftCC was developed on Tegsoft s advanced IP PBX product TegsoftPBX. With its flexible and adaptable infrastructure, TegsoftCC provides easy and fast transition for the enhancing of Contact Center capacity. When compared with the daily calls and instant Agent screen usage numbers, the investment cost is significantly less than the equivalent products. Also, with its enviromental design, it reduces the maintenance and energy costs. TegsoftCC is compatible with other IP PBX systems such as Nortel, Avaya, Cisco, Alcatel and also VOIP systems by Intelligent Call Routing (ICR) software which was developed by Tegsoft. Intelligent Call Routing (ICR) software manages all communication channels from one point. By this way, Agents can manage inbound calls, campaign calls, web- chat, e- mail, SMS or originate outbound calls in a single Web screen. Agents can pickup calls from the integrated Webphone in Agent screens. By using Webphone on Agent screens, customersdo not need to use physical telephones and reduce hardware costs. 1

3 Tegsoft Inbound Contact Center Features! Web-based Contact Center Management: User experience: as- easy- as using any Web page. Team- based call management Competence- based Supervisor and Agent management Multi- Language support (25 different languages) Contact Center Settings Screens! Web-based Agent interface: As it s a web- based application, installation is not required to Agent computers. Management of all calls (inbound/outbound, e- mail, SMS, web- chat) in a single screen Accessing call history of the customer, taking notes 2

4 Agent Screen! Integrated Webphone: No need to use a physical telephone or an external soft phone Calls can be picked up, routed or muted using integrated Webphone! Supports using remote agents / home agents! Free-seating: Without affecting Agent call reports, they are free to seat in any seat! Advanced Competence-based Reporting: All reports can be created according to the criterias which can be selected by the user in the report interface. Instant reporting and Historical reporting are supported 3

5 Report sets are; - Call Detail Reports (CDR) - Queue Reports (ASA, AR, ACHT can be reported) - Service Level Reports (SL, SLA) - Campaign Reports - IVR Reports - Agent Reports /Activity Reports CDR Report Screen! Following-up Agent breaks with the reasons! Project / Customer based auto-response and queue management: Defining Project / Customer based queues Able to differentiate greeting and music on hold for each queue Agent assignment to the queues Queue based reporting 4

6 Skills (Queues) Screen! Web-based voice recording: Able to search and report voice records historically or instantly Able to download voice records Able to archive voice records in any storage defined in the system Voice Recording Report Screen 5

7 ! Advanced CRM features: Creating a new customer or editing an existing customer Previewing call history of a customer Taking detailed notes Able to integrate with any web- based CRM applications CRM Contacts Screen 6

8 Tegsoft Outbound Contact Center Features TegsoftCC Outbound Contact Center provides two modules for outbound calls; Progressive Dialer Module and IVR Outbound Dialer Module. By using these two modules;! TegsoftCC starts automatic outbound calls using progressive dialing methodology. Phone numbers can be uploaded to the system from an Excel file, a web- service or an existing campaign. TegsoftCC eliminates the wrong phone numbers or unreachable ones. With this usage, you can minimize call costs and optimize the use of Agent s time.! You can easily get feedbacks from your customers by creating and conducting surveys via Agents or IVR.! You can provide information periodically about your new products or services to the customers. Right after these calls, customers who will be interested about your offers can directly reach to your Contact Center for getting more detail.! You can create campaigns for abandon calls by TegsoftCC. When an agent is ready to take a new call, TegsoftCC starts the campaign and reaches the customer. Abandon calls campaigns can be used as a tool for increasing customer satisfaction. 7

9 Progressive Dialer Module TegsoftCC Progressive Dialer Module helps you create campaigns for conducting surveys, providing information about new services or products. By this module, specified group of customer information (phone numbers, campaign- based additional information etc.) can be uploaded to a campaign from an Excel file, a web- service or an existing campaign. Campaigns are created from an easy- to- use web- based module called Campaign Manager. This screen helps to define all campaign settings like start- end date and time, time conditions, campaign type (Agent Campaign, Abandon Agent Campaign), assigned Agents, campaign contacts. Campaign calls are dialed automatically by the module. When the module calls a contact, all the information uploaded about the campaign will be displayed on Agent screen automatically. As soon as the call is answered, customer- agent interaction will start. Campaign Manager Campaign Details Screen 8

10 Campaign Manager Contact Management Screen IVR Outbound Dialer Module TegsoftCC IVR Outbound Dialer Module helps you create IVR campaigns for conducting surveys, providing information about new services or products without Agent interaction. By this module, campaign- based announcements can be played, different IVR scenarios and announcements can be processed according to the keys, surveys can be conducted and scoring can be done. IVR Campaigns are defined like Agent Campaigns by using Campaign Manager Module. 9

11 About TEGSOFT TEGSOFT is an IT company which has an aim of developing professional software applications without losing amateur soul for providing services and products with best performance to the customers. It was founded in 2008 by entrepreneurs who have over 10 year- experience in software development, telecommunication sector and running international projects. Company has developed its own open- source framework called Tobe which is powered by ZK tools. Software products which are developed by using this framework are, TegsoftCRM (a lite software for Customer Relationship Management), TegsoftHR (Human Resources Management Software),TegsoftPBX (IP PBX Software) and TegsoftCC (Contact Center Software). With these products, Tegsoft provides better, faster and affordable solutions for its customers. Tegsoft Contact Center product has been developed with company s strong knowledge and experiences on telecommunication sector. Tegsoft has been preferred by many different companies operating in various sectors, especially in the Finance sector. Besides developing, selling and maintaining of these products, TEGSOFT provides Avaya/Nortel CTI and IVR software development, management of software projects and consulting services to its customers. We wil be very pleased to welcome you in for sharing more information. 10

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