agenda – evolved call center ► cloud growth ► the cloud based call center ► agent /...
TRANSCRIPT
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-based contact center infrastructure market will grow between 35 percent and 45 percent each year between 2012 and 2015”
“Cloud-based call centers can save large enterprises as much as 50% compared to on-premise systems..”
“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.
“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. ”
Calls Queue in the Cloud…Agents Operate From Any Location
Las Vegas Wayne, Pa Philadelphia
Mobile Softphone Anywhere or Remote Office
Softphone
Satellite Office
Broad
band
Small OfficeRegional Office
QoS EnabledQoS Enabled
Internet Failover
Remote OfficeWork From Home
Remote OfficeWork From Home
PSTN
Private Network
Public Internet
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
• Hunting Algorithms• Distinctive Ringing• Overflow Treatments• Custom Comfort Messages• Music on Hold• Estimated Wait Times• Max Queued Calls = 25
Basic• 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
Standard• 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
Premium
Need to queue calls w/o the need for reporting….choose our BASIC service
Need to queue calls with reporting and overflow options….choose our STANDARD service
Need to queue calls, frequent reporting, specialized call treatments, time-of-day and disaster recovery options…..choose our PREMIUM service.
Agent Options – Handset, Agent Client, Unity Agent
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.
For Agents that do not require advanced features, various options are available for state control via handsets from multiple vendors.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.
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 real-time, 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,
ASA, and service levels are readily available.Agent reports provide rich insight into agent performance and behavior. 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
ReportsAnalyst
(Powered by Birst)
Pre-Built Reports 18 22
Chart Types 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
Export to:
CSV Yes Yes
MS Excel Yes Yes
MS PowerPoint No Yes
Adobe PDF No Yes
Data Retention Period 90 Days of Detail1 Year of Summary Unlimited
Report Data Set Limitations Yes None
* 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 RecordingThe 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 AccessBasic Features
Advanced Features
UM and Directory Settings
Toggle Control and Dial from Web
Smartphone Control
iPhone/Android ReadySupported 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.