CCS Suite. Today. common perception of call centre. Today’s “Contact” Centre. ….. It’s about Business Communications Management . CCS suite. Modular Solution Comprehensive Investment Protection. CCS Desk – Unified Comm. & CRM integration CCS Report – Telephony reporting
common perception of call centre
….. It’s about
Business Communications Management .....
Included CRM integrations out of the box.
API also available for custom integration
Click to Dial
Drag and Drop Call Control
Email of Reports
Integration with Voice Recording
Integration with CRM/Databases
Business Intelligence Dashboard
Business Intelligence Dashboard & Service Alert Management
0 - Reception
CCS Q provides typical AA options:
1 – Sales
2 – Support
3 – Administration
0 – or no entry to Reception
1 - Sales
2 - Support
3 - Administration
With Skills Assigned
Passed to highest skill agent who has been least busy
SCENARIOS – CRM LOOKUP
CCS Q looks up caller ID in
CRM and determines where
to distribute call – are they a
Normal or VIP caller – or
have they not paid their bill?
Using Call-Flow Designer using drag and drop, layout the Call Centre call flow and overflows to the customer plan as required
Call-Flow Designer outputs spreadsheets containing all default settings
Enter Call-Flow Designer and select new plan – 2 simple questions askeda) How many Queues
B) How many Agents
Import the customer Announcement audio files to the Call-Flow Designer
Refine any additional Report requirements
Customise Dashboards to Requirements
Customer to create audio files for Announcements for Queues and Auto Attendants in defined format
Import the completed Spreadsheets to the Call-Flow Designer
CCS Q handles multi-media
and social networking
communication mediums and distributes by skill and /or
according to CRM contact
details to skilled agents
Sales callback in queue
Service callback in queue
Sales & Service queue overflows
Requires fax gateway application that converts incoming fax to email.
The rest is as per Inbound Email Queue Management.
Social Media Contact Centre Integration
Facebook & Twitter
Facebook integration is as per Inbound Email Queue Management.
Agent must be allowed to reply Facebook email on behalf or the registered user.
Must have Twitter account.
Twitter account must authorize CCS Twitter application to access the account.
Customer must develop integration between website and CCS Desk Web Gateway.
Please consult CCS Desk Integration Guide – section 7.
Web Chat Customer Service
Integrates with CCS Desk and CCS Q
Transfer Transcript functions
CCS Chat is the only supported instant messaging platform.
Link to CCS Chat request for chat web form must be made from the customer’s
Pen & Paper
CCS Call Campaign
CCS Call – OutCall
Campaign & Agent
CRM Screen Pop when CCS Call Outbound Campaign call is assigned to agent.
Button to dial the number is available.
After Call – agent must choose completion code
IVR Designer Tool
Customer database or CRM
Trunk Recording Solution
Analog, BRI, PRI or SIP Connection
Record All or Record On Demand
Playback via CCS Report
Export to MP3 or Wav format
Virtual machine NOT supported
The ISDN / Analog calls are originally recorded to CCITT G.711A.
The default compression is then WMA24K. Lower compression is also available.
For SIP the CCITT G.711A / G.722 are again compressed with WMA24K, but G.729 is stored as is. The SIP license includes the number of simultaneous G.729 codec available to decompress this format for playback.
Telephony Call Accounting