Transcript Document

Agenda – Evolved Call Center
► Cloud Growth
► The Cloud Based Call Center
► Agent / Supervisor / Management Tools
► Administrator Control
Industry Trends
Cloud growth is speeding up – companies are embracing the cloud-based model at a faster pace
than previously predicted
Mid-market companies are leading the adoption of cloud based solutions
Demand for “at home” agents continues to rise
“The cloud penetration of the contact center market in North America will
more than double from 5% of total contact center agents in 2012 to 13% in
2016. ”
“The cloud-based contact center infrastructure market will grow between 35
percent and 45 percent each year between 2012 and 2015”
“More than half of the contact centers in the U.S. today, 53% have some
percentage of their agent population functioning from a home office. More
than 70% of those currently supporting at-home agents plan on increasing the
number of their at-home agents.
“Cloud-based call centers can save large enterprises as much as 50% compared
to on-premise systems..”
Calls Queue in the Cloud…Agents Operate From Any Location
Softphone
Anywhere or
Remote Office
Mobile Softphone
Public Internet
PSTN
Remote Office
Work From Home
Remote Office
Work From Home
Las Vegas
Wayne, Pa
Philadelphia
Private Network
Satellite Office
Regional Office
Small Office
Why migrate to the Cloud?
► Lower TCO
Significantly reduce traditional telecom expenses (trunking & usage) and maintenance costs while
eliminating capex for new equipment, software, licenses, or upgrades
► Maximize Staffing
Leverage a single ACD across the entire enterprise / multiple locations
► Mobility
Distribute call center resources simply and effectively whether in the office, on the road, or at home
► Scalability
Increase and decrease costs with seasonality and growth. Support unexpected peaks with unlimited call
capacity
► Disaster Recovery
Queue calls in the cloud regardless of conditions at any site with built-in contingency routing
► Carrier Resiliency
Leverage a carrier mesh network that routes calls around an impacted carrier
Call Center Seat Types
Need to queue calls, frequent reporting,
specialized call treatments, time-of-day
and disaster recovery options…..choose
our PREMIUM service.
Need to queue calls with reporting and
overflow options….choose our
STANDARD service
Need to queue calls w/o the need for
reporting….choose our BASIC service
Basic
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Hunting Algorithms
Distinctive Ringing
Overflow Treatments
Custom Comfort Messages
Music on Hold
Estimated Wait Times
Max Queued Calls = 25
Standard
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Includes Basic Features
Real-Time Reporting
Scheduled Reporting
Bounce Treatments
Customizable ACD States
Unity Application (Add On)
Supervisor Application (Add On)
Max Queued Calls = 50
Premium
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Includes Standard Features
Unavailable Codes
Disposition Codes
DNIS Based Features
Auto Answer
Auto Set Post Call ACD State
Supervisor Silent Monitoring
Night & Holiday Service
Enhanced Call Treatments
Force Agent Unavailable
Priority Queuing
Comfort Message Bypass
Max Queued Calls = 525
Agent Options – Handset, Agent Client, Unity Agent
The Agent Client is a web-based application that provides point and click control, ACD state
functions (sign-in/sign-out, available, unavailable codes, wrap-up, etc.),
disposition codes, reports, and outbound caller ID selection.
For Agents that do not require
advanced features, various
options are available for state
control via handsets from
multiple vendors.
Featuring an intuitive icon-based interface,
Unity Agent is a PC-based application that
provides the same features plus advanced
call control, services customization, call
statistics, and embedded workgroup chat
and presence.
Supervisor Control
The web-based Supervisor provides Call Center managers with real-time queue visibility,
agent control, the ability to monitor or barge into calls, and generate reports in an intuitive
user interface.
Through Supervisor, leaders can reprioritize waiting calls, answer them, or divert them to alternative locations.
Supervisor Reporting
Comprehensive reporting in a graphical and tabular format that can be generated realtime, for historical time periods, or scheduled for email delivery.
Generate interval, daily, weekly, or monthly reports with ease that are delivered in
multiple formats (HTML, PDF, or Excel).
Queue reports provides the queue activity metrics for an individual queue,
multiple queues, or by DNIS. Key metrics like call volume, abandoned calls,
Agent reports provide rich insight into agent performance and behavior.
ASA, and service levels are readily available.
Understand where time is spent and how calls are being handled.
Analyst
Analyst is a powerful, cloud-based business intelligence/analytics tool powered by Birst.
• Access pre-built reports, charts and graphs.
• Create custom reports, dashboards, and visual tools.
• Drill-down and drill-anywhere into your call center details.
• Combine additional data from other applications for a holistic view.
Analyst empowers your organization with insights about your call center and business transaction
information in an easy-to-use interface that can be accessed from anywhere.
Analyst Reporting Options
Supervisor
Reports
Analyst
(Powered by Birst)
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9 Static
11 Customizable
Mobile Access
No
Yes
Integration with other data sources
No
Yes
Create Customized Reports
No
Yes*
Drill Downs
No
Yes
Report Annotation
No
Yes
CSV
Yes
Yes
MS Excel
Yes
Yes
MS PowerPoint
No
Yes
Adobe PDF
No
Yes
90 Days of Detail
1 Year of Summary
Unlimited
Yes
None
Pre-Built Reports
Chart Types
Export to:
Data Retention Period
Report Data Set Limitations
* Additional training recommended
Real Time Dashboard
The Dashboard is a web-based application that delivers real-time and current day statistics plus
customizable alerts and notifications on a variety of devices from wallboards to individual PCs,
Laptops, Tablets and Smartphones.
Evolved Call Center Dashboard provides Agent and Queue status plus real-time monitoring of individual call and agent
performance.
Call Recording
The OSSmosis web portal provides the ability to search, retrieve, and export recorded calls based
upon criteria such as the agent, the calling party, the date/time, etc. The portal enables on-site or
remote call quality and compliance activities.
The OSSmosis Recorder provides Call Center leaders with the ability to retrieve and playback
recorded calls, tag calls for quality management purposes, and listen to live calls in progress.
Web Based Personal Call Control
Personal Portal Access
Basic Features
Advanced Features
UM and Directory Settings
Toggle Control and Dial from Web
Smartphone Control
iPhone/Android Ready
Supported Features:
• App based dialing – Inside application
dialing enables 4 digit communications from
smartphones.
• Feature Control – Set, Change, and
control user features like Call Forward Settings,
Simultaneous Ring, Remote Office and
Anywhere.
• Call from Contacts – Access to filtered
lists of contacts, including Phone, Personal and
Enterprise.
• Call History – View Call logs from your
Smartphone and one-touch call back options
• Call Center – Change ACD Status or activate
Remote Office
Unified Communications
UC-One is a cloud based UC solution for
Windows, MAC, iPhone and Android devices
providing: Call Control, Secure Instant
Messaging & Presence, Group Chat,
Desktop Sharing, File Sharing, Video Calling,
Soft Phone and more.
Advanced Call Control & Mobility
The Evolved Office Assistant provides advanced call control features from your browser and email client.
Establish personalized mobility settings such as call forwarding, simultaneous ringing, and remote office.
Intuitive Administrative Portal
Call Center Managers require complete control over their agents and queues. Through
our award winning OSSmosis Portal, administrators can make real-time changes with
point and click ease.
The award winning OSSmosis Portal grants Call Center Administrators unprecedented management
of their Agents with point-and-click configuration and real-time changes
Extensibility
The Evolved Call Center is supported by standards based APIs enabling businesses to easily
integrate the solution into internally developed or third party applications.
Due to this extensibility, your business can utilize prebuilt integrations into various
Messaging and Collaboration, CRM, Call Recording and Work Force Management solutions.
Thank You!
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