Asterisk Call Centre Systems

Asterisk Call Centre Systems

Foehn s Asterisk Based Call Centre Systems Every call centre is unique and operates in an increasingly global context with companies outsourcing business processes to international companies or operators seeking ever lower cost for resources. Allied to the challenging economic environment it is increasingly difficult to compete profitably. This is why Foehn believe a truly open, customisable telephony platform is critical to ensure our solution exactly meets the needs of a call centre operator s business. Foehn has deployed, customised and integrated our ASTERISK based platform into many companies operating call centres, with great success. How We Can Help? The contact centre is bombarded with communication from every channel; letters, faxes, email, SMS, instant messaging, social networks and forums. But for many, voice is still a critical channel and lies at the heart of the contact centre strategy. Matching resources to demand and ensuring that resource is effectively utilised remains a significant challenge; especially in sectors where demand is seasonal or sensitive to external factors. We cannot help control the external environment in which you operate, but we can help by: Scale with limited licencing impact Reducing the cost of your call centre platform Integrating the voice platform with other communication channels to create more unified communications Improving your service agility by giving you immediate control over your dial plan, the structure of your IVR, distribution of your calls and the messaging delivered to your customers, allowing you to respond immediately to external events. Foehn has years of experience deploying software based Call Centre platforms for some of the most demanding customers. Our solution can significantly reduce your deployment cost by running on general purpose servers which are much more cost effective than dedicated proprietary hardware; giving a much faster return on investment. We can also enable massive savings in licence fees. We have built our call centre solution based on the Asterisk Open Source Telephony Toolkit. Used globally and embedded in products from top tier manufacturers, Foehn has tailored Asterisk to suit the requirements of call centre operators, giving them leading edge functionality, but with a royalty free licence to operate. This enables a completely new price paradigm for the astute operator. Asterisk is inherently open. This not only allows for use without licence restriction, it also allows close integration with other applications within the business, for example your CRM or accounts system. 1

The Foehn call centre solution offers the business everything expected from a modern, communications service provider: Interactive Voice Response (IVR) using.wav files for voice recordings, IVR menus can be built and maintained by Foehn or customised by customers individually. Inbound Automated Call Distribution (ACD) including skills based routing and sophisticated operator productivity algorithms. Predictive Dialling To serve outbound campaigns and optimise the penetration of your data set. Computer Telephony Integration (CTI) Asterisk is an open platform and can therefore integrate with other legacy or deployed technology within the call centre such as the customer relationship management (CRM) system or other collaboration services. Payment Gateways and Payment Card Industry (PCI) Compliant Call Recording when handling credit card transactions and storing customer information, it is critical that systems comply with PCI recommendations Call Centre Reporting Critical in every environment, each element of a call can be reported on or provided to another reporting tool such as Business Objects. What gets measured gets managed. It s an old saying but rings true in the Contact Centre, therefore we provide the most comprehensive reporting capability imaginable. With over 150 quantitative metrics available we can assist you to ensure your call centre runs smoothly and problems are easily identified. You can measure budget targets, SLA targets, agent activity and more, with a level of detail that goes down list to any call on any queue and right from your browser. The following is a list of metrics provided. All of the metrics can be queried interactively or exported via an XML- RPC interface. Total Calls: 01. Total number of calls processed 02. Percentage of answered calls, per run 03. Percentage of lost calls, per run 04. Multi-stint calls processed Answered calls: 01. Number of calls 02. Total call length 03. Average call length 04. Average call waiting 05. Minimum/maximum call length 06. Minimum/maximum call waiting 07. Total call duration 08. Total waiting time 09. Agents on queue 10. Numer of call taken per agent 11. Service level agreement 12. Disconnection causes 13. Transfers 2

14. Answered calls by queue 15. Answered call, by direction (inbound/outbound) 16. Answered call, by number of call stints 17. Extensive call and stint detail Unanswered calls: 01. Number of unanswered calls 02. Average time before disconnection 03. Minimum/maximum time before disconnection 04. Total cumulated time before disconnection 05. Average position at disconnection 06. Minimum/maximum position at disconnection 07. Disconnection causes 08. Unanswered calls by queue 09. Distribution by length of unanswered calls 10. Inclusive SLA of answered and unanswered calls 11. Unanswered calls by key pressed (IVR menu selections) 12. Unanswered calls, by number of stints 13. All calls, by number of stints 14. Full unanswered call detail Area code breakdown: (for answered and lost calls) 01. Area code 02. Number of calls 03. Total calling time 04. Average time per call (for taken calls) 05. Average wait per call 06. Average position at disconnection (for lost calls) Inbound ACD 01. Total ACD attempts sent to operators call attempts 02. Average attempts for answered calls 03. Minmum/maximum attempts for answered calls 04. Total attempts for answered calls 05. Average attempts for unanswered calls 06. Minmum/maximum attempts for unanswered calls 07. Total attempts for unanswered calls 08. ACD attempts by terminal 09. Average rings per terminal broken down by answered/unanswered call 10. Total rings per terminal broken down by answered/unanswered call 11. ACD attempts by queue 12. Average rings per queue broken down by answered/unanswered call 13. Total rings per queue broken down by answered/unanswered call 3

Call distribution: 01. Answered calls distribution per day 02. Average/minimum/maximum call lengths per day 03. Answered calls wait time distribution per day 04. Average/minimum/maximum wait times per day 05. Unanswered calls wait time distribution per day 06. Average/minimum/maximum unanswered calls wait times per day 07. Sales and contacts per day 08. Answered calls distribution per hour 09. Average/minimum/maximum call lengths per hour 10. Answered calls wait time distribution per hour 11. Average/minimum/maximum wait times per hour 12. Unanswered calls wait time distribution per hour 13. Average/minimum/maximum unanswered calls wait times per hour 14. Sales and contacts per hour 15. Answered calls distribution per day of week 16. Average/minimum/maximum call lengths per day of week 17. Answered calls wait time distribution per day of week 18. Average/minimum/maximum wait times per day of week 19. Unanswered calls wait time distribution per day of week 20. Average/minimum/maximum unanswered calls wait times per day of week 21. Sales and contacts per day of week The hourly reports can be fine-tuned to show half- or quarter-hours as needed. Agents: 01. Number of available agents 02. Total agent time 03. Average agent time 04. Minimum/maximum agent session duration 05. Agent availability 06. Agent time on pause 07. Billable and not-billable agent time 08. Sessions and pauses per agent 09. Average session duration per agent 10. Average pause duration per agent 11. Pauses per session ratio 12. Percentage of time spent on pause 13. Average pauses per session 14. Answered calls (number, average duration, percentage of total) per agent 15. Answered calls per service group 16. Answered calls per agent location 17. Full agent session details 18. Full agent pause details 19. Full agent session history (sessions and pauses combined) 4

Outcomes: 01. Total agents ACD time 02. Total agent billable time 03. Total agent non billable time 04. Total Sales and SPH 05. Total Contacts and CPH 06. Conversion index 07. Call results by outcomes and percentages 08. Billable activities by time and percentage 09. Non billable activities by time and percentage 10. Detailed report of activities, sales and contacts per agent Call detail: 01. Date and time 02. Caller ID 03. Queue 04. Waiting and talking time 05. Disconnection cause 06. Agent 07. Asterisk Call ID 08. Number of ACD attempts 09. Call code entered 10. Number of stints (and full stint details) 11. Server 12. Full audio listen-through Lost calls detail: 01. Date and time 02. Caller ID 03. Queue that handled the call; 04. Disconnection cause; 05. Position at disconnection, if available; 06. Wait time before disconnection, if available. 07. Number of ACD attempts 08. Call code entered by agent 09. Key pressed 10. Number of stints (and full stint details) 11. Server 5

Realtime 01. Caller ID center analysis: 02. Time entered 03. Waiting time (updated in realtime) 04. Conversation time (updated in realtime) 05. Agents logged on 06. Time and extensions of last logons 07. Easy to read status panel 08. User definable rules to trigger yellow and green alarms 09. Number of agents per queue 10. Number of ready/paused/busy on other queues/unknown agents on line 11. Number of calls waiting per queue 12. Number of inbound calls being answered 13. Number of outbound calls being made 14. Full server information 15. Last call handled by each agents (time and queue) 6

realtime agents page: 01. Date and time 02. Waiting time 03. Call duration (updated in real time) 04. Queue 05. URL to launch 06. Call status (updated in real time) 07. Action buttons to: log in, log off, go to pause (with pause code), stop pause, earmark a call with its call completion code 08. Cluster support realtime VIsITors page: 01. Calls being processed 02. Daily report for selected queues: Taken calls; n. calls, avg wait, avg talk time 03. Daily report for selected queues: Lost calls: n. calls, avg wait, avg talk time Most graphs include absolute values, a percentage breakdown and easy to read histograms. All graphs can be exported to a spread sheet or other analysis software in a variety of formats. Most reports can be filtered on a queue, time period and agent level, in order to maximise their discriminancy. 7

Foehn can handle both large-scale and innovative Asterisk implementations. We re pleased to expand our already strong relationship with Foehn. Danny Windham, CEO, Digium INC. On Foehn s UK Select Partner status with Digium, the creator of Asterisk. A customer service centre of popular online ticketing company needs a communications system that grows as quickly as we do. Foehn s solution does that. Russell Morris, Head of IT, See Tickets. On Foehn s scalable Asterisk-based call centre solution for Europe s largest ticketing organisation. Foehn s solution was not only the most competitively priced, but it also promised a centralised management system guaranteeing cost savings in the long term. Jonathan Bastin, Head of IT, Low Cost Travel Group. On Foehn saving one of Britain s fastest growing online companies 100,000 in their investment of a new call centre solution with Asterisk. Foehn Ltd is expert in the provision of sophisticated telephony services to call centre operators. We provide a full range of telecommunication services from call centre platforms, NGNs, lines, calls Hosted IP PBX and general purpose on premises PBXs. If you would like to discuss how Foehn could help you improve the efficiency of your business, give us a call on 0330 403 0000 or email us on sales@foehn.co.uk and we will be happy to help. 8