The tfb nec advantage
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The TFB - NEC Advantage. TECHNOLOGY FOR BUSINESS Corporation. Presentation Summary. Our Background Why TFB? Product Architecture Design Highlights Modules. TFB Company Background. Products Packaged and custom CTI / IVR / Reporting software for contact centers and vertical markets

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The TFB - NEC Advantage

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The tfb nec advantage

TheTFB-NECAdvantage

TECHNOLOGY FOR BUSINESS Corporation


Presentation summary

Presentation Summary

  • Our Background

  • Why TFB?

  • Product

    • Architecture

    • Design Highlights

    • Modules


The tfb nec advantage

TFB Company Background

  • ProductsPackaged and custom CTI / IVR / Reporting software for contact centers and vertical markets

  • Platform FocusNEC NEAX 2400 and NEAX 2000

  • PedigreeSince 1989 providing solutions for such organizations as General Motors, Japan Airlines, Tempur-Pedic, Enron, Mandalay Bay, BC Rail, Los Angeles County…


The tfb nec advantage

Why TFB?

Data

Web

Reports

IVR

Voice

CTI


The tfb nec advantage

Why TFB?

  • Feature-Rich

    • Proven Suite of Packaged Features

    • True call blending

    • Cradle-to-Grave Reporting

    • Multi-channel contact – email, web

    • Multi-site Solutions

    • Industry-Specific Solutions


The tfb nec advantage

Why TFB?

Why TFB?

  • TFB Design Approach

    • Open Architecture

    • Built on industry standards

    • The user owns reporting data

    • Ongoing R&D – Support for emerging standards

    • Failsafe to ACD functionality


Why tfb

Why TFB?

Why TFB?

Open Architecture

  • Benefit - Investment Protection

  • Open API, Open Data

  • Application Integration to Infolink


The tfb nec advantage

Why TFB?

  • Superior Integration

    • Unmatched NEC Infolink Support

    • Integration among TFB modules

    • Desktop Integration for Screen Pop to any open application

    • Integration to your databases now,and databases you implement later

    • Integration to your voice recorder


The tfb nec advantage

Why TFB?

Why TFB?

  • Superior Customization

    • Agile development services

    • Open API

    • GUI configuration


The tfb nec advantage

Why TFB?

Why TFB?

  • Superior Track Record

    • Just ask…

    • Los Angeles County

    • Tempur-pedic

    • Japan Airlines

    • Cobb EMC

    • Taylor-Made Adidas Golf

    • …or hundreds of other satisfied TFB users.


The tfb nec advantage

Why TFB?

Why TFB?

  • SUMMARY

    • Feature-Rich

    • TFB Design Approach

    • Open Architecture

    • Superior Customization

    • Superior Integration

    • Superior Track Record


The tfb nec advantage

Products

Data

Web

Reports

IVR

Voice

CTI


The tfb nec advantage

Products

D E S I G N

Architecture

  • Modular, Scalable, Open

  • Integrated Functionality

  • Customizable


The tfb nec advantage

Products

D E S I G N

Design Highlights

  • True Contact Blending

  • Cradle-to-Grave Reporting

  • The End-User Owns the Data


The tfb nec advantage

Products

DESIGNED FOR MULTIPLE CONTACT CHANNELS

With TFB, your customers can choose how they contact you.

Your Contact Center


The tfb nec advantage

Products

DESIGNED FOR MULTIPLE CONTACT CHANNELS

TFB Modules manage Inbound Phone, Web Chat, Email or proactive Outbound Calls.


The tfb nec advantage

Products

ROUTING • OPTIONS IN QUEUE • IVR

Modular TFB features route calls, offer options to callers, and streamline customer service.


The tfb nec advantage

Products

REPORT • MONITOR • CONTROL

Modular Reporting and Monitoring lets you track agent and caller activity across the ACD AND CTI Server.


The tfb nec advantage

Products

SCREEN POP • AGENT TOOLS

Modular tools for the agent desktop help streamline agent-caller interaction.


The tfb nec advantage

Products

CTI SERVER / MEDIA SERVER PLATFORMS

Integrated functionality through TFB

CTI Server 5

And

Media Server

Platforms


The tfb nec advantage

Products

INTEGRATION TO INFOLINK • MIS LINK

TFB

Modules provide full integration to NEC’s Infolink and MIS Link


The tfb nec advantage

Products

MODULAR • INTEGRATED • MULTIMEDIA

Choose the features you need knowing your investment is protected, fully integrated, scalable, and open.


The tfb nec advantage

TFB-NEC

A Comprehensive Solution

Data andApps

TFB

Reporting

TFB

Web

Contact

Your Voice Recorder

TFB

CTI/IVR

Voice


The tfb nec advantage

For More Information

877-612-4832

[email protected]

www.tfbc.com


The tfb nec advantage

Products


The tfb nec advantage

Products


The tfb nec advantage

Products


The tfb nec advantage

Products


The tfb nec advantage

Products


The tfb nec advantage

Products


The tfb nec advantage

Products


The tfb nec advantage

PART IIThe NEC-TFBAdvantage

TFB

Web

Contact

Your

Voice

Recorder

TFB

CTI/IVR

TFB

Reporting


The tfb nec advantage

Opportunity

Comprehensive Solution

PART II

Data

TFB

Reporting

TFB

Web

Contact

Your Voice Recorder

TFB

CTI/IVR

Voice


The tfb nec advantage

Opportunity

Integration to NEC

PART II

  • Call Center Suite

    • Skills / Criteria-based Routing

    • Cradle-to-Grave Reporting

    • Real-time Supervisor Reporting

    • Vertical Applications


The tfb nec advantage

Opportunity

Integration Example

PART II

  • TFB ACD Reports

    • A Cradle-to-Grave Reporting package

    • Comprehensive call and agent data across ACD/IVR/CTI

    • Voice Print integration lets users research in ACD Reports, then listen to call recordings by clicking embedded links


The tfb nec advantage

Win-Win Benefits

Opportunity

for TFB/NEC

for Customer

PART II

  • TFB/NEC has a long working relationship

  • Virtual Que Positions, No hardware used

  • Open system, Infolink Connect API, exporting of data, and true ownership of data

  • Reliability

  • Seamless Integration, Investment protection

  • Low hardware investment

  • Can interface with any other databases, write custom apps, customize reports

  • Maximum Up time


The tfb nec advantage

PART II

TFB Products

Demos


The tfb nec advantage

WhyTFB ?

PART II

Increased Client Retention And Satisfaction.

  • Skills Based Routing of Voice, E-mail & Web Contacts

  • Callback and Web Chat Functionality

  • View Agent Queue Status

  • Customized Messaging for VIP Clients by Caller ID

  • Ability to Provide Back up Support During Peak Periods


The tfb nec advantage

WhyTFB ?

PART II

Cost Reduction and Containment.

  • Extensive Reporting Capabilities

  • Call Log for Missed, Dialed or Answered

  • Scalable Between NEC Product Offers

  • Improved Agent Productivity and Less Agents


The tfb nec advantage

WhyTFB ?

PART II

Profitability of Operations

  • Automated Inbound Sales Through 24 Hour Operation

  • Informative Screen Pops Increasing Skill Level

  • Outbound Dial Campaigns

  • Turn Your Contact Center Into a Revenue Center


The tfb nec advantage

TFB-NECResults

PART II

Build on your existingInvestment

Migrate Systems& Infrastructure

Enhance Customer Experience

Enhance TeamExperience


The tfb nec advantage

TFB AgentChat

PART II

  • Save Inbound Toll costsRoute customers from your web site for immediate service via chat.

  • Handle More TrafficYour agents handle multiple customers simultaneously

  • Feature-rich

    • Supervisor Broadcast, Monitor, conference

    • Forbidden word alert

    • Internal agent to agent chat and Web Chat Functionality

Multimedia

Customer

Touch Points


The tfb nec advantage

TFB AgentChat

PART II

  • Easy Interface Lets Agents Handle Multiple Chats

  • Pop Up Info Shows Customer Details

Multimedia

Customer

Touch Points


The tfb nec advantage

TFB AgentChat

PART II

  • Collaborate By Pushing a Web Page to Customer

  • Supervisor Features Include Real time Monitor

Multimedia

Customer

Touch Points


The tfb nec advantage

TFB AgentChat

PART II

  • Your Web Page Retains Your Look & Feel

Multimedia

Customer

Touch Points

Simple Web form interface allows the customer experience to follow your look and feel


The tfb nec advantage

TFB AgenteMail

PART II

  • Track, Manage, and Route Route customers from your web site for immediate service via chat.

  • Offer Customers OptionsYour customers expect the option to contact you by email

  • Feature-rich

    • Search

    • Supervisor approval mode for agent training

    • Use your company’s HTML template

Multimedia

Customer

Touch Points


The tfb nec advantage

TFB AgenteMail

PART II

  • RoutingEmail Routed to Agents from Queues

  • Easy to Use Interface

    • Agents Do It All in One Interface!

    • Reply / Escalate/ Transfer

    • Apply your proprietary HTML template

Multimedia

Customer

Touch Points


The tfb nec advantage

TFB AgenteMail

PART II

  • Search Tools Email Search by date, name, or address

  • Feature-Rich

    • Customer replies route to original Agent

    • Tag as spam feature

    • Use To address for queues

Multimedia

Customer

Touch Points


The tfb nec advantage

Summary

  • TFB is a premiere developer of CTI applications for NEC

  • TFB-NEC Partner Benefits

  • Increased sales and revenue opportunities

  • More comprehensive solution offering

  • Win-Win

  • TFB/NEC long relationship

  • Open System

  • True ownership of data

  • Reliability


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