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Compact Contact Center Breakout. CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE. Peter A. Kratzel IPO Applications Product Manager. Compact Contact Center Market Primer. Contact Centers are DIFFERENT. Contact Center Sales Cycles are typically longer than an average “phone system” sale.

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Compact Contact Center Breakout

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Compact contact center breakout l.jpg

Compact Contact Center Breakout

CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE

Peter A. KratzelIPO Applications Product Manager


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Compact Contact Center Market Primer


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Contact Centers are DIFFERENT

  • Contact Center Sales Cycles are typically longer than an average “phone system” sale.

    • 30-90 day sales cycles are common

  • One of the goals of CCC is to reduce the sales cycle for our partners.

  • CCC Customers are Generally of Two Types:

    • Small Business: New Experience of a Contact Center

    • Medium Businesses: Product Comparison/RFP

  • Opportunity

    • Over 600K SMB’s are under 50 employees/agents

Market

Overlap

<25 Agents

Informal Contact Center

“Standard” Reporting Requirements

No MultiMedia

<50 Agents

Mixed: Informal & Formal

Real Time Reporting

Historical Reporting by Group/Split

May Have Custom Requirements

Minimal Multimedia

Preview Dialing/Outbound

Market

Overlap

>50 Agents

Formal Contact Center

Service Agencies

Dedicated Staff

Blended Call Facilities

GOS Calculations are Crucial

Agents: Performance Based Pay


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Identifying the OpportunityHow to identify a SMB’s need for Customer Service reporting

  • Do They Need To?

    • Have more than one person responsible for handling incoming sales & service calls?

    • Keep track of their daily call traffic?

    • Know how many of their customers HANG UP before being served?

      If they answered YES, they are a CALL CENTER

  • Can They

    • Afford to stay in business if they do not know the value of their customer?

    • Compete with much larger competitors without providing the same level of service?

      If NOT, they NEED a customer service solution


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Compact Contact Center Value Proposition

  • Purpose Built for SME

    • Built in cost and management capabilities, minimal professional services or configuration required

  • Manage Resources, Control Costs

    • Use built in management tools, easily see when problems arise in the contact center and provide better management of agents

  • Reduced Total Cost of Ownership

    • Fast start-up and low maintenance costs provide a measurable ROI for small businesses. Scalable from as low as 5 agents to 75 agents


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Real Time System Management

Real Time Agent Management

Real Time Group Management

Real Time Tracking & Analysis

Standard Report Templates

Custom System Reporting

Wallboard Management

PC

Wallboards

Compact Contact Center (CCC) Features

Campaigns/IVR/Queue Management & Recording


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Contact Center Positioning

Platform

Market Guidelines

  • <10 Agents

  • 10-50 Agents

  • 10-50 Agents

  • 40-150 Agents

  • 100+ Agents

  • 100+ Agents

  • CBC: Basic Hunt Group Mgt

  • CCC: SME Contact Center

  • Contact Center Express: Mid-Mkt Contact Center

  • CMS/OA: Enterprise Reporting

  • Interaction Center (IC): Enterprise Level Contact Center

FUTURE


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Alliances Strengthen CCC Offer

Microsoft

  • IP Office Customer Management

    • Bundled Solution w/ Microsoft Dynamics CRM™

    • Small Business Edition targeted at 25 users

    • PMPro integration with LCS

      HP

  • Avaya SMBS Certified HP Servers

    • Avaya specific testing

    • Hi-Grade servers

    • For running SMBS application portfolio


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CCC Reporting: The of the Contact Center


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CCC:Historical Information Management

  • Management Ready Reports

    Standards Based

    Uses Crystal Reports based XML queries to provide ease of use and customization

  • Report Scheduling

    Automatic report generation to printer or file, or send by email automatically

  • Integrate with LOB applications

    Export reports to Excel, Word, .pdf for use in customer’s business database

  • Customizable

    Ability to provide a true professional services offering to the small business


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Understanding CCC Reporting

  • The three key words for reporting on CCC are Hierarchy, Target and Summary.

  • Hierarchy – The highest group number assigned of which the Call Center agents are members will collect the reporting information

  • Target – The Group or Agent DN will collect all the reporting information against its own specific number

  • Summary – An Overview of information for the selected variable i.e. System summary


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Example of Hierarchy reporting groups


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Understanding Reporting: Incoming Calls by Target Group

  • Report Provides

    • Group %

    • Avg. Wait Time

    • Ans. Bins

    • PCA

  • Target v All

  • External Xfers


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Understanding Reports: Hierarchical

Agent Group Tabular Summary

  • Report Provides

    • ALL calls

    • Highest Group

    • Total Time Logged in

  • A Measure of Agent Performance


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Creating Custom Reports

w/ Crystal

  • Basic Report From Scratch

  • Modifying Existing CCC Report


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Questions/Comments


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