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IP Office Contact Center

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  1. IP Office Contact Center

    Overview, Feature Briefs and Uses Cases
  2. Content IP Office Contact Center Functions & Terms Configuration information Element Overview User Interface Overview Agent Desktop Supervisor Desktop Administrator Applications Use Cases
  3. IP Office Contact CenterPrimary Functions
  4. IP Office Contact CenterTerminology Task- Represents a telephony call, email or chat Task Flow - A graphic representation of task distributions in the contact center system. Determines how tasks are handled and which procedures will be carried out. Topic- Media independent route point, essentially a virtual device that can receive multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the Topic level first. Text Block - Homogenized responses for increase productivity. Once created, Text Blocks can be used in templates or assigned to Topics and be offered to agents when editing a message belonging to that Topic Agent Group / AG- Is a list of agents configured for the AG, destination for routing, Tasks are not queued at the AG! Team- Alist of agents configured in a team, used for reporting Wrap Up – Equivalent to After Call Work, it is the time and agent uses between calls
  5. Agent Groups Customer Interaction External Destination Waiting Announcements www IVR Agents IP Office Contact CenterCustomer Interaction – All-in-One Contact Center Resources Customer Voiceinb./outb. Agents Universal Queue Email Fax* Contact Center Multichannel Skills-based routing Channel prioritization Chat,Call Back
  6. IP Office Contact Center Configuration OptionsSold as software – ISO or OVA
  7. IP Office Contact CenterSystem Overview IP Office Contact Center - single server solution Single SIP extenstion connection for Call Recording, Routing and Queueing with or without annoucement, IVR CTI interface for monitoring and 3rd party call control for agents Agent with UI and Phone Find the bestAgent Customer CTI SIP IPOffice IPO CC
  8. System Configuration & Setup 1. Step Collect the customer data in an Excel template 2. Step Install software 3. Step Import the customer data and test standard features Custom Setup Make customer specific configuration Core System: Windows MSI setup unattended or VM-Ware template Clients: Windows MSI setup unattended Clean System IP Office Contact Center Excel Depends on About 1 h for 20 Agents Depends on the customer requirements The system configuration will be defined in a special prepared Excel file according to the customer requirements The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard. The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements. According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor
  9. IP Office Contact CenterInitial Configuration, Data Creation and Import Overview DataImport Excel spreadsheet is used to collect the customer configuration data For a new IP Office Contact Center installation For an existing IP Office installation where IP Office Contact Center is an add on The Excel sheet generates two (2) output files Dataimport.exe: Contains the specific customer info Used to write to data configuration database Configuration.cvs contains (import with IPO Manager): IP Office User configuration (for new systems only) Shortcodes for routing Special SIP extension used for call routing between IP Office and IP Office Contact Center 1. Step Collect the customer data in an Excel template
  10. IP Office Contact CenterTask Overview IP Office Contact Center abstracts each routable item (voice, email, chat) to a “task“ and each task has metadata attached (key/value pairing) (Example: Key=CallingAddress, Value=“711399“, Key=CallerName, Value=“Bob Marley“…) Metadata: Can be an unlimited number of key values pairs which can be used in the routing engine Can be used and modified during the routing process Can be displayed at the Agent desktop Is stored in the report database Tasks are triggered by how they are arranged in a Task Flow which is set up or modified in the Administrator UI with the Task Flow Editor
  11. IP Office Contact CenterInbound Call Handling Overview Customer calls and is routed to a Topic number (e.g. Sales = 7000) IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center SIP extension Call anchored by IP Office Contact Center at SIP extension during Routing Queuing Announcement (simple or IVR) If the call is distributed and connected to the agent IP Office Contact Center is not longer in the media path If the agent(s) doesn´t accept the call it is routed based on logic in the Task Flow or back to the original Topic number in IP Office
  12. IP Office Contact CenterAgent Registration Overview Agent logs in as an extension to supported Avaya phone or soft client Agent launches and logs into IP Office Contact Center PC client User profiles and/or permissions can be set : Voice only Voice & Multichannel Supervisor Voice and/or Multichannel Licenses are for active agents (e.g. 3 Contact Center shifts each with 10 active agents per shift allows for 30 total agents with 10 Active Agents per shift)
  13. IP Office Contact CenterAgent Configuration Overview IP Office User (used for telephony and CTI) IP Office Contact Center agent account IP Office Contact Center User Inferface (thick client) - Windows PC Telephony functions can be controlled by hardphone or client UI (Make a call, answer, hold, drop, transfer, conference, consult etc.) The contact center functions only by IP Office Contact Center UI (Wrapups, pause, login/out, sign on/off, break) Contact Center Agent IP Office User +
  14. IP Office Contact CenterBasic Agent Group Routing Overview Define a (nearly) unlimited number of agent groups Each agent can be member of up to 120 agent groups (per media type) Each Agent has its own level or priority assigned to the agent group (1-60) Distribution rules for an agent group: - priority- in the same priority level: longest idle time
  15. IP Office Contact CenterCall Recording Overview Record calls, store conversation histories to use for the training of new employees and audit purposes Call recording of call provides safety and assurance Voice recording port available for every agent Uses existing call recording capabilities within IP Office Recorded calls can be sent to a voice mail box, emailed to supervisor, or can be searched and accessed via ContactStore/ Contact Recorder
  16. IP Office Contact CenterSkills Overview Skills are divided into two categories Agent Skill – Enter the knowledge and capabilities of an agent Topic Skill – Enter the minimum per agent skill level for a Topic Each Agent and each Topic gets assigned a skill level for each skill in the form of a percentage (0 to 100%) * If an agent skill level for a particular skill meets or exceeds the skilllevel required for the same skill within a Topic then the Agent can be used for that topic There is no limit in the number of skills per Agent or per Topic Skill requirements can be reduced if no Agent is matching the requests Skills are not associated with Agent Group
  17. IP Office Contact CenterInteractive Voice Response (IVR) Overview Self Service Component (IVR) with a graphical script editor built in Touch tone (DTMF) capabilities by default. Speech Recognition and Text-to-Speech added as an option (3rdParty license –Nuance) Access to standard ODBC enabled data bases Option to play plain announcements only (non interactive, no touch tone)
  18. IP Office Contact CenterIntegrated Outbound Dialer Overview Outbound dialer built in supporting preview and queuing Outbound calls are routed through the routing engine Agents can work for inbound and outbound calls Integrated, concurrent campaign management Call back management Call Job creation, editing and import
  19. Agent Desktop Features and Functions
  20. Agent Applications Home– Landing page after login. Contents is configurable with a subset of real time statistic elements Telephony - Application where Agents process calls and view real time statistics Email - Application where Agents process emails Chat - Application where Agents process chats
  21. Agent Key Functions Login and Set Up Experience Ready to work, agent groups Visible work load, multi-modal logins Report on past work, performance Multi-Modal Agent Productivity Voice, Email & Chat Alerts Handling real time interaction and escalations Customer Handling Screen pop Warm transfer, call continuity Information, data and record handoff
  22. Agent User Interface – Standard View Full agent control: Sign in/out Agent Groups View history Fully customizable to define size and information visible Access to available Tasks and Media functions Organize views in tabs and make use of hyperlinks Integrated Internet Explorer option for metadata driven searches and/or access to web ticketing
  23. Agent User Interface – Minimized view Sidebar View Minimizes as a fully functional side bar allowing for other PC work to continue Expand, contract or maximize to larger User Interface as needed Define size and information visible Agent Status per Task Task type – Audio, Email, Chat Expanded View Full Call Control
  24. Agent Home Screen – Customized View Customize to Team or Agent Group standards Add real time information relevant to Task Flows and Skills Personal the Agent User Interface
  25. Real Time Information Quick overview of contact center status Individual monitoring screen with integrated telephony function Agents, team leaders and supervisor information Waiting queue of all tasks including Email & Chat Service level information
  26. Email Processing Integrated Email Answer, create, postpone and forward Integrated address book Text blocks definable to assure high quality answers and speed Channel prioritization and definable workload per Agent
  27. Supervisor Desktop Features and Functions
  28. Supervisor Applications Real Time Information– View, manage& configure real-time Contact Center statistics Reporting - Manage, configure &view historical, counter based Contact Center statistics Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or e-mail handling. Contact Details Report - Configure and view statistical information about single contacts (calls or e-mails).
  29. Supervisor Key Functions Optimize Staff and Agent Grouping Compare statistics between groups View real time queue for Tasks (telephony, email, chat) Struggling agents Manages Sales and Service Spikes Historical data supporting a sales promotion or service event Durations Report by agent group or topic Export Managing escalations Consulting Intrusions
  30. Supervisor User Interface Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions) Supervisor silent monitoring Fully customizable, drag and drop feature rich interface Coaching functionalities Reports comparable with integrated reports like CMS Pickup and delegate calls
  31. Real Time Dashboard Agent state per Agent Group/Team Integrated Telephony functions Remote login/logoff, sign on/sign off Waiting queue of all channels including Emails and Chats Lists of waiting calls/emails… Service level Thresholds
  32. Historical Reporting Statistics Counters available for topics, agents, AG, team, … Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf Send Reports via Email Output with defined resolution (minutes, hours, days, weeks… ) Defining of period (start stop, day of week) Scheduled (automatic) or cyclical statistics
  33. Agent Status and Contact Details Agent Status Report: Non-Task related events Contact and Customer Details Report
  34. Administrator Screens Features and Functions
  35. Administrator Applications Dialer - Configure outbound dialer jobs &campaigns Configuration - Configure main Contact Center elements UI Configuration - Configure & assign Contact & Menu Bars, Home & Telephony features Email - Configure email (UMR) core components Text Blocks - Configure blocks of text used for Email auto reply templates Task Flow Editor - Configure Contact Center routing rules IVR Editor - Configure IVR scripts, Announcements & user response Address Book - Configure address book access and availability to Email
  36. Administrator Key Functions Agents, Agent Profile & Agent Groups Number of agents Privileges, authorization, Auto start monitoring and Agent Groups Basic Task Flow & IVR Scripting Inbound routing Announcements Text Blocks Outbound campaigns
  37. Administration Landing Screen Aggregated contact center services and elements (per tab) Configured system connections Multi-modal communication elements Agent, Agent Groups, Teams and Topic views
  38. Task Flow EditorTask Flow Menu Choose Route! Define Condition! Identify Source!
  39. Task Flow EditorExample Structure
  40. IVR Editor Graphical tool forbuilt in Self Service Component (IVR) Announcements (.wav) PCM-coded DTMF recognition (also: fax recognition) Voice messages record (silence detection) Email, delete Routing Access to ODBC enabled databases Speech recognition (ASR) Text to Speech (TTS)
  41. Use Cases
  42. What is your single most important contact center application? Key Contact Center Priorities
  43. Inbound Service Use Case # 1“Optimizing Time to Resolve” Customer calls Pilot number or Agent Group direct line Inbound call routed to Agent Group and connected to Agent Agent User Interface is customized with information elements displaying: Call details Browser controls Customer history, data driven Inbound call to Pilot Inbound call to Agent Group OR IVR – Press 1 for Sales Press 2 for Service Information Elements Call details Customer data, Contact info Browser: Data search Web ticketing
  44. Inbound Service Use Case # 2“Excellent Service thru Optimization” Supervisor shows overwhelmed Contact Center statistics. Agents Group comparisons High Customers wait times Supervisor views Agent Group activity and monitors Agent skill assignment real time Remotely moves (Log in) available Agents to high traffic groups   Topic 1 Topic 2 3x 3x ! Real Time Reports High Customer Wait Times Available Agents Remote Agent Redistribution Topic 1 Topic 2 5x 1x
  45. Inbound Sales Use Case # 3“Up Sell” Start with inbound telephony call to Agent or Agent Group about a new product offer Agent adds on and escalates to Supervisor to discuss bulk discounts Supervisor intervention Upsell or accessorize at a discount and agree to term in a Supervisor assisted conference   Inbound call to Agent Group Inbound call to Pilot OR IVR – Press 1 for Sales Press 2 for Service Parties are conferenced Use “Assistance” button on the telephony task interface Supervisor intervenes by using “Agent” button
  46. Outbound Sales Use Case # 4“Promote the Sale” Promote the a product sale using an Outbound Campaign: For select, priority customers in the database Using a Job to optimize the task Assign Agents or Agent Group for service during the duration of the event Automatically, mechanically connect agents with customers Show reporting options for that group or team  Supervisor team launches Outbound Campaign Dialer Module shows: Current Campaigns Available Call Jobs Schedules Dialing Parameters Task Flow Editor shows: Available Flows Flow Activation Activate Campaign Connect agents with customers