innovation in business communication. how do people communicate? land line? mobile phone? sms?...
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Innovation in Business Communication
Innovation in Business Communication
How do people communicate?
• Land line?
• Mobile phone?
• SMS?
• Email?
• Fax?
• Web?
• Chat?
Innovation in Business Communication
How should a business communicate with customers?
• Land line?
• Mobile phone?
• SMS?
• Email?
• Fax?
• Web?
• Chat?
Innovation in Business Communication
Each communication method has its own attributes
Communications Method Attributes
Inbound Calls Call volumes fluctuate
Revenue generating?
Staffing levels need to be predicted to match call volumes
Outbound calls You decide when to call
You pay the cost of the calls
May require multiple calls to reach a customer
Emails “Free” to send and receive
Many can be sent at the same time – bulk sending
Customers perceive email as “slow”
SMS Messages Instant communication
Many can be sent at the same time – bulk sending
You pay per message (but it is cheaper than calling a mobile phone)
Web Call-backs Customers tell you when they want to be called
You pay the cost of the calls
May require multiple calls to reach a customer
Web Chat Instant communication
Customer is already looking at your online presence
Staffing levels need to be predicted to match chat volumes
Innovation in Business Communication
Everyone has a computer and a telephone –Everyone has a computer and a telephone –Adaptive CTI is about making both office tools Adaptive CTI is about making both office tools
work together betterwork together better
Innovation in Business Communication
• Overview:
– Adaptive CTI makes life easier – it provides a link between your
telephone system and desktop computer
• Features:
– Screen-based call control
– Highlight a number, grab it and dial it
– See the status of other users’ telephone extensions
– List your last 100 inbound, outbound and missed calls
– Keep a list of your personal contacts and display their name when
they call you
Innovation in Business Communication
On-screen call control plus “Grab and Dial”
Answer Hang Up Hold / Retrieve Transfer
Type a number and click the “Dial” button
Highlight a number in any application and click the “Grab and Dial” button
See the status of other users’ telephone
extensions and see your call lists
Innovation in Business Communication
See the status of other users’ telephone extensions
Each user can choose to monitor Adaptive users and any of the extensions on the telephone system
When monitoring users, you can see if they are logged in and if their extension is available, off-hook,
making or receiving a call or in Do Not Disturb
When monitoring an extension, you can see if it is available, off-hook, making or receiving a call
or in Do Not Disturb
Innovation in Business Communication
See the status of others users and extensions
You can see the status of each user and extension number that you have chosen to
monitor
You can initiate a call to a person or extension by simply double-clicking on their icon
Innovation in Business Communication
Call lists and personal contacts list
You can keep a list of your personal contacts including name, company, telephone number,
DDI and mobile
Each user has a personal list of their last 100 inbound, outbound and missed calls
Double-clicking on an entry in any of the call lists automatically dials that number
Hot-seating – wherever you log in, yourcall lists and personal contacts follow you
Innovation in Business Communication
See who is calling you before you answer your telephone
If your personal contacts list has an entry that corresponds to a caller’s CLI, their name is displayed when your telephone rings
You can set the Adaptive Desktop to “pop up” automatically when your phone ringsand “go away” when your call ends
You can use “see who is calling” to prioritise your calls and avoid time-wasters
Innovation in Business Communication
• Overview:
– Adaptive CTI Professional – increases productivity in the office
• Features:– Screen-pop PC applications using keystroke macros
– Screen-pop based on DDI as well as CLI
– Ability to add logic to screen-pops using VB Scripts
– Programmatic interface
– Company-wide contacts list with links to SQL databases
– Schedule call-backs for yourself and others
– Call privacy – ability to restrict user and extension monitoring
Innovation in Business Communication
See who is calling, with automatic update of the Company Contacts List
You can import your company-wide contacts from your CRM or customer database
If your company contacts list has an entry that corresponds to a caller’s CLI, their name is displayed when your telephone rings
You can choose to display the company contacts list to all users – they can then dial a contact by simply clicking on an entry
Data can be imported manually from a CSV file or automatically using ODBC or SQL
Innovation in Business Communication
Schedule call-backs for yourself and others
You can schedule call-backs for yourself, individuals or teams
Each call-back has a name, telephone number, alternative telephone number
and notes
When the call-back is due, and you are available, the call-back dialog is displayed
automatically – simply click the “Dial” button to make the call
A comprehensive database keeps track of all call-back activity and history
Innovation in Business Communication
Call privacy – restrict user and extension monitoring
Ability to restrict other users and extensions from being monitored
Provides privacy for managers and senior executives: for example, as a manager, you may wish to monitor your team but not allow your team
to monitor you
Hot-seating – wherever you log in, your privacy settings follow you
Innovation in Business Communication
Save time by screen-popping and dialling from your application(s)
Screen-pops can be configured to run when the telephone rings or is answered, or from a
button during a call
Different users or departments can have different applications screen-popped
Screen-pop and dial from any database that supports First Party TAPI 2.1
Screen-pops for ACT!, GoldMine, Maximizer, MS Outlook and Salesforce
One custom screen-pop: NMS can configure a custom macro to screen-pop using keystrokes
Innovation in Business Communication
Screen-pop MS Windows applications using keystroke macros
“If your database can be navigated using your keyboard to search using a caller’s telephone number or name, then you can screen-pop it”
Adaptive CTI Professional provides an easy-to-use keystroke macro editor for creating screen-pops
Screen-pops can be triggered when the telephone rings or is answered
Screen-pops can also be triggered from buttons or the Macros menu on the Adaptive Desktop, at any
time during a call
Innovation in Business Communication
Add logic into screen-pops using VB Scripts
Adaptive CTI Professional screen-pops can use VB Scripts to apply logic to screen-pops
For example, if an external call arrives with the DDI of the sales team, it can run a screen-pop to present the sales database. However, if the call
has the DDI of the support team, the support database will be popped instead.
Samples provided are:
Internal or external call?Take action based on CLITake action based on DDI
Innovation in Business Communication
Programmatic interface
Adaptive CTI Professional includes a programmatic interface that enables in-house programmers to create screen-pops and add call control to their applications
Call information can also be passed to VB scripts and other executables
Code examples:
The following example VBScript will dial 0845 612 4000: Dim obj Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.Dial "08456124000"
The following example VBScript will hang up the active call (if any): Dim obj Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.HangUpActiveCall
Innovation in Business Communication
• Benefits:
– Dialling from your computer saves time – up to 10% of manually dialled
calls are misdialled!
– Knowing who is in, who is out and who is busy saves time
– Seeing who is calling enables you to prioritise important calls
– Screen-pops save up to 20 seconds per call
– Knowing whose call you missed means you can call back important
customers – before they call your competitors!
• Business applications:
– Every office can benefit from CTI!
Innovation in Business Communication
An easy-to-use computer program that lets you An easy-to-use computer program that lets you type a text message on your computer and send it, type a text message on your computer and send it, delivering lower costs and increased productivity delivering lower costs and increased productivity
to your businessto your business
Innovation in Business Communication
• Overview:
– Adaptive Desktop SMS enables you to write and send SMS
messages from your PC
• Features:
– Create an SMS message on your computer and send it
– Highlight a number, grab it and send an SMS message to it
– Bulk send – create and send an SMS message to many people at
the same time
– Centralised message database with search / audit facilities
– Programmatic interface
Innovation in Business Communication
Send an SMS message to a mobile phone
Schedule the time and date to send the SMS message
Use standard paragraphs to speed up typing your message
Write and send an SMS on your PC
Innovation in Business Communication
Bulk send option - allows you to send the same message to many mobile
phones
Contact all your staff at once!
A great way of keeping in touch with your customers: ideal for
sales promotions, special offersand customer incentives
Write and send an SMS to many people at the same time
Innovation in Business Communication
All messages are stored in a central message database
You can find ALL messages to or from a customer, regardless of who sent them
and which desk they were sitting at at the time
All messages can be reviewed, audited and printed
Keep track of all messages sent and received
Innovation in Business Communication
Message transmission by GSM Modem or Internet Service
• Messages can be sent using an Internet
based service
– Outbound messages only
– Pay per message (in advance via a website)
• Messages can be sent and received using
GSM Modems
– Support for up to 8 GSM Modems
– Each GSM Modem can send and receive
approximately 1200 messages per hour
Innovation in Business Communication
Programmatic interface
Adaptive Desktop SMS includes a programmatic interface that enables in-house programmers to create SMS messages within their own applications
Code examples:
The following example VBScript will create a new, blank, outbound SMS:
Dim obj As Object Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.CreateNewBlankSMS
The following example VBScript will create a new outbound SMS to a mobile phone number 07700123456, with "Hello how R U?" as the text message; the SMS will be sent immediately:
Dim obj As Object Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.CreateAndSendNewSMS "07700123456", "Hello how R U?"
Innovation in Business Communication
• Benefits:
– Sending an SMS message is cheaper and quicker than making a
call to a mobile phone
– SMS is a great way of keeping in touch with field-based personnel
– Most people read SMS messages as soon as they arrive
– You can send the same message to thousands of people at the
same time – great for sales promotions!
• Business applications:
– General business – anyone! Schools, healthcare, garages, hotels,
restaurants, field service, nightclubs, hairdressers, car hire, etc.
Innovation in Business Communication
Recording calls protects your company,Recording calls protects your company,your customers and your staffyour customers and your staff
Innovation in Business Communication
• Overview:
– Adaptive Call Recorder enables you to record all calls and makes it
easy to search for and listen to recordings
• Features:
– Analogue, ISDN Basic Rate and ISDN Primary Rate options
– Connects to the telephone lines and records all calls
– Uses industry standard PC with USB or PCI options
– Can be used stand alone, or with other Adaptive modules
– Comprehensive search criteria makes it easy and quick to locate,
listen to and export recordings
Innovation in Business Communication
• Analogue, BRI and PRI options– Analogue 8 channel
– BRI 4 and 8 channel
– PRI 15 to 120 channel options
• Uses a dedicated (industry standard) PC – USB units or PCI cards
– All recordings saved to hard disk
– Call data stored in an SQL database
– External applications can be integrated via SQL
Line side recording – calls recorded as they enter your building
Innovation in Business Communication
Adaptive Call Recorder is available in three levels of software
Feature Basic Standard ProfessionalRecord all calls to PC hard disk Y Y YSQL database of calls with ability to access
the database for 3rd party integration Y Y Y
Ability to playback recordings for up to ninety
days from date of recording Y Y Y
Ability to playback recordings regardless of
age (subject to available hard disk / archive) Y Y
Ability to export recordings to .WAV format YCall encrypted to internationally recognised
standards using AES technology Y
All recordings are compressed with the ability
to store up to 100 hours per 1 GB of hard disk Y
Innovation in Business Communication
Comprehensive Search Criteria
• Search criteria, when used as standalone call recorder:
– Start date and time
– End date and time
– Call duration
– Inbound call CLI (if presented)
– Inbound call DDI
– Outbound call dialled number
• Five user Management Console
supplied as standard
Innovation in Business Communication
Search criteria are available when used with a supported phone system
• Search by extension:
– Extension number
– Start date and time
– End date and time
– Call duration
– Inbound call CLI (if presented)
– Outbound call dialled number
Innovation in Business Communication
Search criteria are available when used with Adaptive CTI
• Adaptive CTI Basic
– Search by Adaptive username
• Adaptive CTI Professional
– Search by company name
– Search by contact name
– Search by all “company contacts list”
fields
Innovation in Business Communication
Search criteria are available when used with an Adaptive dialler
• Dialler Campaign reports
– Single campaign
– Multi-campaign
• Ability to filter by call outcome
– Example: “All campaigns we ran this
week where the call resulted in an
appointment”
Innovation in Business Communication
• Benefits:– Recording all calls protects your company, customers and staff
– Recording calls means you can settle disputes quickly
– Users like their calls recorded because it makes it harder for a customer to dispute what was said
– Listening to calls can help with training and enables you to reward your people based on their performance
• Business applications:– Anybody who does business by telephone!
Innovation in Business Communication
Increases the productivity of people Increases the productivity of people who make outbound telephone callswho make outbound telephone calls
Innovation in Business Communication
• Overview:
– Adaptive Progressive Dialler enables you to schedule and manage
campaigns of outbound telephone calls
• Features:
– Ability to manually import call data from CSV files or automatically
import data from ODBC and SQL compliant databases
– Support for multi-number dialling
– Support for multiple simultaneous campaigns and queues
– Blend inbound and outbound calls
– Comprehensive management reporting
Innovation in Business Communication
Adaptive Campaign Editor makes it easy to set up new outbound
dialling campaigns
Choice of manually importing a list of numbers and corresponding names from a comma-separated text file (CSV) or using ODBC or SQL to automatically collect call
data from a database
Quickly and easily set up outbound calling campaigns
Innovation in Business Communication
Ability to customise dialling settings for each campaign
Ability to specify multiple telephone numbers for each
contact
Call a contact at home, at work and on their mobile
Ability to specify call preparation time,
wrap-up time and how many times to call engaged and
unanswered numbers
Innovation in Business Communication
Ability to specify result codes and rescheduling options for each campaign
Ability to create an unlimited number of result codes per
campaign
Result codes specify the next action for the call
Ability to specify if users are allowed to reserve a rescheduled call for
themselves and how long into the future calls can be
rescheduled for
Innovation in Business Communication
Screen-pop your database when call is presented
The Campaign Dialog shows information about a call and allows the user to select a result code from a list
Campaign-specific screen-pops will present a database at
the correct record
You can have different screen-pops for different campaigns
(e.g a sales campaign call can pop the sales database and a service campaign
call can pop the service database)
Innovation in Business Communication
Support for interactive HTML scripts
HTML based interactive scripts can be used instead of screen-pops
Innovation in Business Communication
Adaptive Management Console provides real-time and historical reports
You can monitor exactly what your users are doing and how successful your
campaigns are
Historical reports show how effective each team and individual is
You can report on the effectiveness of campaigns and export the results
View comprehensive management information
Innovation in Business Communication
Export result data to an SQL database
Automatic export of Adaptive report data into an SQL database enables
customers to use their favourite report writer to generate custom reports
Data exported includes user, extension, and campaign activity
Microsoft SQL, My SQL and SQLite databases are supported
Innovation in Business Communication
• Benefits:– Progressive dialling can double the number of effective calls that
each user can make per hour
– Better management reporting leads to better staff management
– Users like progressive dialling – it makes their life easier
– Increased productivity leads to increased profitability
• Business applications:– Anybody who makes 100 or more calls per day
– Telemarketing, credit control, users of CRM applications
– Outbound call centres
Innovation in Business Communication
Increases the productivity of people who make Increases the productivity of people who make outbound telephone calls to consumersoutbound telephone calls to consumers
Innovation in Business Communication
• Overview:
– Adaptive Predictive Dialler automates the process of dialling
customers. It predicts how many calls need to be dialled at any
one time to keep all users busy, then dials the calls
• Features:
– Ability to manually import call data from CSV files or automatically
import data from ODBC and SQL complaint databases
– Support for multi-number dialling
– Support for multiple simultaneous campaigns and queues
– Progressive, Overdialling and Predictive dialling modes
– Comprehensive management reporting
Innovation in Business Communication
Adaptive Campaign Editor makes it easy to set up new outbound
dialling campaigns
Choice of manually importing a list of numbers and corresponding names from a comma-separated text file (CSV) or using ODBC or SQL to automatically collect call
data from a database
Quickly and easily set up outbound calling campaigns
Innovation in Business Communication
Ability to customise dialling settings for each campaign
Ability to specify multiple telephone numbers for each
contact
Call a contact at home, at work and on their mobile
Ability to specify wrap-up time and how many
times to call engaged and unanswered numbers
Innovation in Business Communication
Ability to specify result codes and rescheduling options for each campaign
Ability to create an unlimited number of result codes per
campaign
Result codes specify the next action for the call
Ability to specify how long into the future calls can be
rescheduled for
Innovation in Business Communication
Choice of dialling modes: Full Predictive or Overdial
Ability to select either full Predictive dialling mode or Overdial mode
Ability to select how rescheduled calls should be dialled: Progressive,
Predictive / Overdial
Ability to set time delay for answered abandoned calls
Innovation in Business Communication
Adaptive Predictive Dialler monitors the status of users,
queues and dialling extensions
Calls are made based on campaign settings
Real-time statistics show how many calls have been dialled, how
many were connected or abandoned, and how many were
engaged or unobtainable
Adaptive Predictive Dialler works out how many calls to make, then makes them
Innovation in Business Communication
Screen-pop your database when call is presented
The Campaign Dialog shows information about a call and allows the user to select a result code from a list
Campaign-specific screen-pops will present a database at
the correct record
You can have different screen-pops for different campaigns
(e.g a sales campaign call can pop the sales database and a service campaign
call can pop the service database)
Innovation in Business Communication
Support for interactive HTML scripts
HTML based interactive scripts can be used instead of screen-pops
Innovation in Business Communication
View comprehensive management information
Adaptive Management Console provides real-time and historical reports
You can monitor exactly what your users are doing and how successful your
campaigns are
Historical reports show how effective each team and individual is
You can report on the effectiveness of campaigns and export the results
Innovation in Business Communication
Export result data to an SQL database
Automatic export of Adaptive report data into an SQL database enables
customers to use their favourite report writer to generate custom reports
Data exported includes user, extension, and campaign activity
Microsoft SQL, My SQL and SQLite databases are supported
Innovation in Business Communication
• Benefits:– Predictive dialling increases the amount of time each user spends
talking to customers
– Overdialling reduces the time it takes for each user to be connected to a customer
– Better management reporting leads to better staff management
• Business applications:– Organisations with a dedicated outbound calling team
– Telemarketing, credit control, appointment setting, cold calling
– Outbound call centres
Innovation in Business Communication
Enables you to handle customers’ messages quicklyEnables you to handle customers’ messages quickly and effectively, saving you money and increasingand effectively, saving you money and increasing
your levels of customer satisfactionyour levels of customer satisfaction
Innovation in Business Communication
• Overview:– Adaptive Messaging is a message distribution and management
system. It incorporates message automation and self-service features that reduce your costs and increase customer satisfaction
• Features:– Supports customer contact by email, SMS and fax
– Rules-based message automation and workload reduction technology
– Incorporates all message client software required by users
– Supports skills-based routing and multi-channel work blending
– Centralised message database with search / audit facilities
– Comprehensive management reporting
Innovation in Business Communication
• Supports customer contact by email, SMS and fax
• Works with all standard email servers including MS Exchange, Lotus Domino and any POP3 / SMTP email server
• Supports sending and receiving SMS messages using GSM Modems or via an Internet based service
• Supports fax to email servers
Innovation in Business Communication
• Rules-based message automation:– Automatically send an auto-acknowledgement; prepare a context-
sensitive draft reply and queue it for a user to approve and send
– Understand a customer message, prepare a context-sensitive reply and send it
• Self-service applications:– SMS property details service for estate agents
– Job or order status enquiry service
– Field service engineer status reporting
Innovation in Business Communication
• Skills-based routing:– Getting the right message to the right person with the best skills to
deal with it saves time
• Automatically present the next message to the next available user:– Automatically presenting messages means that they get dealt with!
Innovation in Business Communication
Adaptive Desktop incorporates email and SMS message clients
New email
User Available / Unavailable status
Inbound message handling
New SMS Message Database
Number of messages waiting in queues serviced by this user
Innovation in Business Communication
When users are presented with a message, they see the inbound message on the left and
the suggested reply on the right, with the ability to flatten from HTML to plain text
The suggested reply can be a simple outline for the user to fill in, or a complete answer that the
user quickly reviews and sends
Macro buttons that insert standard paragraphs and attachments reduce the time it takes the
user to reply
You can even screen-pop your customer database using the sender’s email address
User productivity tools – that also make the user’s life easier
Innovation in Business Communication
All messages are stored in a central database
You can find ALL messages to or from a customer, regardless of who sent them
and which desk they were sitting at at the time
Work done by each user can be monitored and audited
Message database with comprehensive search and audit tools
Innovation in Business Communication
Real-time queue reports show how many messages are waiting and how long they
have been waiting for
Real-time user reports show exactly what each user is doing and how long they
have been doing it
Real-time server reports show how many messages are arriving and leaving the
system as a whole
Comprehensive real-time management reporting
Innovation in Business Communication
Historical queue reports show how many messages have been processed in a
chosen period
Historical user reports show how much work each team or user did in a chosen
period
Historical server reports show how many messages passed through the system in
a chosen period
Ability to export data to CSV files for use in other reporting tools
Comprehensive historical management reporting
Innovation in Business Communication
Automatic export of Adaptive report data into an SQL database enables
customers to use their favourite report writer to generate custom reports
Data exported includes user and message activity
Microsoft SQL, My SQL and SQLite databases are supported
Export result data to an SQL database
Innovation in Business Communication
• Benefits:
– Automated message processing reduces the number of messages
that require user attention
– User productivity tools increase the work that users do
– Better management reporting leads to better staff management
– Message automation delivers competitive advantage and enables
you to give better service to your customers
• Business applications:
– New and existing call and contact centres
– Self-service applications
Innovation in Business Communication
Designed to help your company do more Designed to help your company do more business over the webbusiness over the web
Innovation in Business Communication
• Overview:– Adaptive Web Assist enables you to offer visitors to your website
two forms of assistance, web chat and web call-back
• Features:– Enables visitors to your website to request a web call-back or one-
to-one web chat
– Automatically present web call-back and chat requests to the next available user
– Comprehensive management reporting and database of all web call-backs and web chat transcripts
– Totally HTML-based from the visitor’s point of view: visitors do not need to download or install any software
Innovation in Business Communication
Web call-back – visitor view
The visitor can request a web call-back by completing a simple form and clicking the “Submit”
button
Standard “out of the box” web pages are provided
A development toolkit is also provided, to enable qualified developers to create custom pages that
match the style of the website
The visitor does not need to download or install any software to request a web call-back
Innovation in Business Communication
Web call-back – user view
When the call-back is due, it is presented to the next available user
If combined with Adaptive CTI, the user can simply click the “Dial” button to make
the call-back
Any information entered by the visitor into the call-back request form is automatically
presented to the user
You can screen-pop your CRM or customer database when the call-back is
presented to the user
Innovation in Business Communication
Web chat – visitor view
The visitor can request a web chat by completing a simple form and clicking the
“Submit” button
Standard “out of the box” web pages are provided
A development toolkit is also provided, to enable qualified developers to create custom
pages that match the style of the website
The visitor does not need to download or install any software to engage in a web chat
Innovation in Business Communication
Web chat – user view
The user enters text and sends it to the visitor
The user can spell-check text and add standard paragraphs with a single click
The user can “push” web pages to the visitor, either in a frame or in a new
window
Innovation in Business Communication
Full details of every web call-back and a full transcript of every web chat are stored
in a central database
Includes comprehensive search facilities and the ability to print out web chat
transcripts
Work done by each user can be monitored and audited
Message database with comprehensive search and audit tools
Innovation in Business Communication
• Benefits:
– Engaging with website visitors increases sales
– Managing web call-backs means that they get done effectively,
improving customer service
– Comprehensive management reporting leads to better staff
management
– Visitors do not need to download or install any software to take
part in an Adaptive Web Assist communication
• Business applications:
– Any business with a web presence
Innovation in Business Communication
A solution that delivers all the Adaptive products A solution that delivers all the Adaptive products as an integrated packageas an integrated package
Innovation in Business Communication
• Overview:
– Adaptive Contact Centre delivers all of the Adaptive
products as a total solution
• Features:
– Various bundles are available
– Blend inbound and outbound telephone calls
– Blend telephone and message work
– Automatically present messages to users
– Management reports cover all contact channels
Innovation in Business Communication
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