Introduction to BroadSoft*s Hosted Call Center
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Transcript Introduction to BroadSoft*s Hosted Call Center
Introduction to SimpleSignal’s
Call Center Solution
Introduction
Call Distribution and Queuing is an essential business tool for every
business customer, regardless of their size
Call Centers get significant advantages from a Hosted service, and
Service Providers are uniquely positioned to deliver the service
Using BroadWorks to deliver the ACD service offers tight integration
with other BroadWorks services, and operational simplicity
“The BroadWorks hosted Call Center
application is a add-on service that I can sell to
almost every one of my business customers.”
-- Nordic Service Provider
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“The BroadWorks hosted Call Center solution
allows us to compete head-to-head with the major
premises ACD platforms from Avaya and Cisco,
but at a much better price point. “
-US Service Provider
Market Challenges and
Value Proposition
Enterprise Customers –
Lower Costs and Improve Productivity
Challenges of Premises ACD Systems
ACD
$
ON-SITE QUEUING
Inefficient trunk
usage
Expensive to
operate/maintain
Inflexible
reporting
Agents Anywhere
Advantages of a Hosted Call Center Solution
Calls are queued
in Data Center, so
trunks/bandwidth
only used when
agent is available
No CapEx.
Monthly service,
bundled with
voice/data
service.
Easy to use,
with on-demand
charts and data
tables on agents
and queues
ACD groups can
span locations;
Support for
home-based
agents
SimpleSignal Call Center
Solution Overview
BroadWorks Call Center Solution
Inbound ACD calls are
queued in the Service
Provider’s data center
• Centralize
management of calls
and services
• Reduce cost of trunks
by queuing calls in
carrier’s network
• ‘Virtual Queues’ can
span multiple sites
Deliver calls to agents
when they are available
• Agents can be located
anywhere
• Agents can control
what device they use
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Service Provider
Calls
Calls
Reporting
AUTO
ATTENDANT
Messaging
ACD
Large Call Center
Multiple ACD Groups
Branch Office
Home Agent /
Remote Office
Single ACD Group
Hosted Call Center – Supports All Environments
Small Business
Single Users
Mid-Size Business
Small Call Center
Queue calls for front office
Receptionist(s)
Integrated with
BroadWorks Receptionist
desktop client
Small Office
Queue calls for small office
Phone-based agents
Basic reporting options
Multi-department
Enterprise
Queuing and overflow
settings to support
Phone-based users
Geographically
distributed Enterprise
Mobile Workforce
Queues can span sites
Integration with
BroadWorks Anywhere
Supports remote or homebased users
Example: Real Estate
Sales, Contractors
Formal Call Centers
Advanced Call Center
feature set
Front end IVR/AA
Advanced ACD features
for overflow, alternate
routing, stranded call
routing, bounced calls
Desktop clients (Agents
and Supervisors) for
efficient call handling
Advanced historical and
realtime reporting
Call Recording (via
partners)
Value Proposition
Single platform supports service requirements of every customer environment
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ACD Feature Overview
Call Distribution and Routing Policies
Call Distribution
Policies
ACD Algorithms
Priority Queuing
Ordered Agent Hunt
Most Idle
Simultaneous Ring
Weighted
(Primary/Secondary)
Directory Number Hunt
Alternate Agent Devices
Secondary IP Phones
Mobile Device (BW-A)
Home Phone (RO)
Ability to prioritize which
calls are presented to
agents
Use Longest Waiting,
Highest Priority Queue or
DNIS within a Queue
Bounced Call Routing
Routing options when a
selected agent doesn’t
answer a call
Overflow Call Routing
Agent Log-In
‘Join’ via web portal or
clients
Set ACD State (Signin/out, Available,
Unavailable, Wrap-Up)
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Call Routing Policies
Based on number of calls
in queue or time in queue
Stranded Call Routing
Options to escape from
queue when no agents are
logged in
Alternate Routing
Policies
Night Service
Assign time schedule to
Call Center, with automatic
after-hours routing
behavior
Includes option to
manually enable via web
portal, Supervisor client, or
FAC
Holiday Service
Assign calendar schedule
to Call Center
Forced Forwarding
On-demand re-routing of
calls to alternate location,
enabled via web portal,
Supervisor client, or FAC
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Greetings and Announcement Options
Entrance Greetings
Entrance Message
Music/Video on Hold
Audio and Video
Comfort Messages
Customizable
Option – Always play
entrance message
Message plays even if
agents are available
Option - Play estimated
Queue wait time or
location in queue
Service
Announcements
Comfort Media
Periodic message
played when in queue
Optional announcement
played to caller based on
call routing triggers
Alternate Comfort
Message
Triggered when
expected wait time is
short
Forced Forwarding
Night Service
Holiday Service
Overflow routing
Stranded call routing
Media Files
• Supports loading both audio and video files for all announcements/greetings
• Up to 4 media files can be chained together to create message/greeting
• Files can be loaded on BroadWorks or pulled from a Server (using URL)
• Hold Media can be streamed from external device
10
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Agent Productivity and Management
Call Presentation
Present incoming call
information to Agent on
phone or CC client
Inbound CC or DNIS
name
Call Escalation
Normal escalation or
Emergency escalation to
Supervisor
View line state of
Supervisors
Wait time
Call Transfer and
Conferencing
Calls still in Queue
Longest waiting call
Online directories with
Click-to-dial
Whisper Message
Distinctive Ring for ACD
calls
Held call notification and
management
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Call Handling
Disposition Codes
Tag calls to track
campaigns or call results
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Management
Unavailable Codes
Custom Unavailable
codes (break, lunch, etc)
to track availability
Silent Monitoring and
Barge-In
Monitor active call
Monitor next call to
agent or queue
Call Center Agents and
Supervisors
Call Center Agent Overview
Any Subscriber, Any Device, Any Place
Leverage the core BroadWorks ability to route calls to a
user, not a device, so the Agent can use multiple devices
and alternate devices/locations
Reporting and ACD availability remain consistent,
regardless of device
Phone-based Agents
IP Phones display queue and call information; Soft keys
for common actions (ACD state, Disposition codes); Star
Codes for key features (escalate call to supervisor, etc)
Desktop clients for fast-paced environments
Web-based client, fully integrated with BroadWorks
Access on-demand Agent reports
Phone-Based Users or Agents
Shared Workstation
Alert multiple devices
Desk Phone
Alternate/Temporary Phone
Mobile Phone – BroadWorks Anywhere
Auto Answer calls
Agents with headsets – get whisper message,
distinctive ring, and auto-answer
Log in via softkey* or voice portal
*Reason Codes
Set Unavailable codes from phone
Set Disposition codes from phone
Multiple FACs for agents and supervisors
Silent monitor agent
Silent monitor next call
Night Service activation/deactivation
Forced Forwarding activation/deactivation
Place Outbound CC call
*View incoming call and queue information
Place Outbound personal call
DNIS name/number, wait time of call, calls
remaining in queue, longest wait
Escalate call to Supervisor
Initiate COT
Manage Availability (ACD State)
Set ACD state from phone softkeys*
(Polycom)
Join/Unjoin and set ACD state from Web
Portal
*Device Dependant
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Call Center Supervisor Overview
Monitor Agents/Queues from Anywhere
View status of any agent or queue from the Supervisor client
Monitor any call, regardless of agent location or device
Manage Agents and Queued Calls
View call activity and queued calls
Manage/reorder/retrieve queued calls
Silent monitor/barge in on calls
Real-time and Historical Reporting
Real-time Dashboard of Agent/Queue activity
On-demand ‘canned’ reports of key metrics
Scheduled reports
Customized reports
Web-based Call Center Supervisor Client
Active Calls
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‘Break Out’
Directories
On-line
Directories
Agent
Management
Queued Call
Management
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Supervisor Real-time Dashboard
Queue
Statistics
Agent
Statistics