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I Care Contact Center Solution Example Scenario: Inbound Call

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Who is the best-qualified resource from companies point of view? Who contacts? Service required? Customer Value? Open tasks? Last contacts? I Care Contact Center Solution Example Scenario: Inbound Call TK ICare Contact Center PSTN Phone T1 / E1 Media Routing Server (VCE)

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Presentation Transcript
slide1
Who is the best-qualified resource from companies point of view?

Who contacts?

Service required?

Customer Value?

Open tasks?

Last contacts?

ICare Contact Center SolutionExample Scenario: Inbound Call

TK

ICare Contact Center

PSTN

Phone

T1 / E1

Media Routing Server

(VCE)

Customer Care Server (ICare)

T1 / E1

Agents

Fax

Switch

CRM-

System

Other

applications

Internet

Supervisor

E-Mail

LAN

slide2
Result:

Agent A of Skill group X with phone no 123

ICare Contact Center SolutionExample Scenario: Inbound Call

TK

ICare Contact Center

PSTN

Phone

T1 / E1

Media RoutingServer

(VCE)

Customer Care Server (ICare)

T1 / E1

Agenten

Fax

switch

CRM-

System

Other

applications

Internet

Supervisor

E-Mail

LAN

slide3
Who contacts

Service required?

MRS

ICare

CRM

MRS

Customer value?

Open tasks?

Last contacts?

switch

Remote

MRS

T1 / E1

T1 / E1

IP

IP

IP

Intranet

PSTN

LAN

local

Phone

T1 / E1

Fax

IP

T1 / E1

Remote

switch

slide4
Result:

Agent A of Skill group X with phone no 123

MRS

ICare

CRM

MRS

switch

Remote

MRS

T1 / E1

IP

IP

T1 / E1

IP

Intranet

PSTN

LAN

local

Telefon

T1 / E1

Fax

IP

T1 / E1

Remote

switch

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