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Contact Center Journey – ePrime Getting Started

Contact Center Journey – ePrime Getting Started. December 2006 WW Operations and Capabilities Training. HP Restricted. Course Objectives. After completing this course, you should be able to: Understand the purpose and function of the Contact Center Application, or CCA

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Contact Center Journey – ePrime Getting Started

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  1. Contact Center Journey – ePrimeGetting Started December 2006 WW Operations and Capabilities Training HP Restricted

  2. Course Objectives • After completing this course, you should be able to: • Understand the purpose and function of the Contact Center Application, or CCA • Be familiar with the types of HP agents who use CCA • Log in, easily navigate, and locate accounts within CCA • Comprehend the workflow models used in ePrime • Know the user roles impersonated by CCA agents and their system rights in ePrime • Impersonate a user • Add items to the shopping cart and create Quotes, Purchase Requests and Purchase Orders • Locate and modify existing documents • Configure products and add them to the shopping cart December 2006 – HP Restricted

  3. Intended audience and prerequisites • Intended audience: • HP internal users administering HP.com Business to Business accounts and customers • Prerequisites: • HP.com Business to Business Overviews WBT (required) • All modules • HP.com Business to Business Customer Extranet Journey – ePrime WBT (highly recommended) • All modules December 2006 – HP Restricted

  4. Getting Started: Objectives • Describe the purpose and function of the Contact Center Application (CCA) • List the types of agents who use CCA and their roles in the system • Login to CCA and navigate its basic interface • Select a customer organization December 2006 – HP Restricted

  5. What is CCA? • Contact Center Application • Specialized interface for agents who assist customers on HP.com B2B site • Few screens; minimal graphics • Select customer organizations • Impersonate users • Create, search for, and modify order documents December 2006 – HP Restricted

  6. CCA Agent Roles • Teleweb agents and contact centers support unassisted and assisted direct sales go to market activities. • Teleweb agents are split into two groups: • Telesales • Order Desk December 2006 – HP Restricted

  7. CCA Agent Roles Telesales • Receives calls from customers • Utilizes the Contact Center interface • Role ends after quote is built and saved • Customer then takes quote and makes it an order December 2006 – HP Restricted

  8. CCA Agent Roles Order Desk • Receives a fax, phone call, or mail • Utilizes an Order Desk login • Does not enter orders in as that customer • Enters the order December 2006 – HP Restricted

  9. CCA Basic Navigation • First step in using the CCA interface is logging in Login and Password fields December 2006 – HP Restricted

  10. CCA Basic Navigation • Once logged in, the agent has access to certain features that display on every CCA screen: • Logout • Change password • Links for: • Logout • Change Password December 2006 – HP Restricted

  11. CCA Basic Navigation • CCA agent may choose to change the password associated with the Login ID December 2006 – HP Restricted

  12. CCA Basic Navigation • Online help available via HP Mentor application: • CCA agents install Mentor application and request access to system • Online Help appears in Mentor window, beside browser • Mentor help is regionalized and organized into common tasks December 2006 – HP Restricted

  13. Find an organization • The Organization list displays customers for which the agent can provide assistance • Agents can scroll oruse search to find the customer organization Search for an organization December 2006 – HP Restricted

  14. Find an organization - Search • Search for a customer organization Enter search term here Search in: (list) Search December 2006 – HP Restricted

  15. Find an organization – Search (cont.) • Click on the hyperlinked portal account ID to access the organization December 2006 – HP Restricted

  16. Getting Started: Summary • CCA is built for speed and efficiency • Application is used by both Telesales and Order Desk agents • Agents login, then select a customer organization • Search function helps find the account and the customer December 2006 – HP Restricted

  17. Learning Check • Which group of links can always be found in the upper right hand corner of the CCA pages? • logout, organization list, impersonate • logout, change password, help • logout, change password • logout, impersonate • When searching for an organization, the user can search by: • portal account id • Siebel account id • company name • all columns • all of the above December 2006 – HP Restricted

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