vision 80/20 contact center efficient and professional telephony with cc-bridge
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Vision 80/20 Contact Center Vision 80/20 Contact Center Efficient and professional telephony with CC-Bridge
Visionutveckling
Agenda
• Demo• Over view functionality in Vision 80/20 Contact Center (CC Bridge)
• Live demo Vision 80/20 Contact Center CC-Bridge• Web-based Administration
• Web-based Agent interface
Markus Persson
Markus.persson@visionutveckling.se
+46 303-38 90 59
This is why Vision 80/20 CC is the best choice
•Easy to use
•Easy to administrate
•Rich functionality
•Statistics
•Cost efficient
•Proven high stability
•Independent of PBX brand
•Future prof
Vision 80/20 Contact Center
The complete solution for organizations requiring an all-in-one contact center solution
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Call distributionQueue 1
Queue 2
3 x Independent PBX independent CC-solution Phone independent (IP,SIP,Digital,Analog,Dect or Mobile)
Geographically independent – Agents locally or globally located
CC-Bridge
• More than 270 customers are using CC-Bridge!• Largest CPE installation on single server is 170 agents• Largest SP – Solution is more than 500 agents
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Vision 80/20 Contact Center
Call HandlingIVR (1,2,3 etc)Media-QueueCall BackSchedules OpeninghoursStatisticsIncoming Call
Telecom/ Internet Network
CRM Database Management
e-mail & Chat
*FAX
*SMS
Mobile
Office
Distans
Agents
speech
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Priority
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Example of queue flow
PBX
Home
Vision 80/20 Contact Center
Inringande person
Functionality•Agents (Phone Agent or Web-based Agent Interface) •Web based Admininistation•Advanced IVR (press 1, 2 or wait….)•A-number control/routing•Skilled based routing - the distribution of calls based on function or competence•Queue Management for voice is inluded•Repeated queue-notifications (place and queue-time)•Real-time Statistics•Wallboard•Historical information from incoming number•Personal Queue•Full call handling
• Place calls
• Pick up call in queue
• Join calls, put on hold and transport
•Phonebooks
•Different Languages
OptionsCallback
Scheduled Callback
Whisper (preannounced message from agent)
Recording
Media queuing: Email, SMS, Chat
API for CRM/CMS Integration
The system offers the most necessary functionality to give a professional way of handle large volumes of incoming calls.
Vision 80/20 Contact Center
The AgentPhone Agent• Manuel log in and out through any phone
•Automatic log in and out through time schedule
•Transfer calls
•Can belong to one or more agent groups
Desktop Agent•Full call handling through web based UI
• Call history on incoming calls
•Phonebooks: Common, one per queue and agent
• Real time information over the queue situation , agents etc
• Detailed statistics - agents, average queuing time and call duration etc.
• Several languages: English, Swedish, Norwegian and Danish
•Integration to other databases
Vision 80/20 Contact Center
Web based Agent interface
Vision 80/20 Contact Center
Mini panel for the Agent
The mini panel is an alternative user interface to the main program
•Pop Up
•Displays the total number of agents, available agents, number of calls in queue and longest queuing time
•Showing A-number and what queue the call came in to
•The agent can work in other systems simultaneously.
•Calls can be transferred, the agent can put him self in pause or wrap up and record calls
T= TransportP= PausH= Finish wrap upR= Record calls
The queue you answered
Call duration
A-number
Vision 80/20 Contact Center
Statistics included in CC-Bridge are web based and shows information about the queues and agents on hourly, daily, weekly or on monthly basis. The following statistics are shown: • The number of incoming calls in different queue time intervals• The level of service • The maximum queuing length• The average queuing time• The maximum queuing time• Data regarding lost calls• All the agents that are logged in• The time every agent spends in different modes (logged in, free, paused, wrap uptime etc)
• The number of calls per agents• The average/maximum call time per agent• Transferred calls• The number of transported calls• Outgoing calls
The statistics are updated once daily. It is also possible to viewthe queue statistics in real time via a data monitor in the agent application.
Statistics
Optional Advanced Statistics module- Contact Center
Traffic Measurement- Easy to use
Interactive Graphs- Click and zoom
Mouse-over to see data details
Click to zoom in
Call Details- Export data in various formats
Scheduled report generation- ..sent as email
DEMOAgent
Adminweb
Login – Agent • Indicate wich phone
• Choice of queue
Agent application
Vision 80/20 Contact Center
• Incoming calls to queues.
Vision 80/20 Contact Center
Logged in agents and their status
•”Calls and /or e-mails in queu”. For the agent to see how many calls or e-mail there are in queu.
•”History” about receivedand and outgoing calls
•”Search” in all telephone books(the companys, your personal etc) and in all fields
•Information and history about the current
Information about the current call:•A-number•Name•History about the current call. Who did the customer talk to before and in wich queue
Callhandeling. Connect, transportate and commute calls
Status in each queue: how many are in queue and time in queue
Vision 80/20 Contact Center
Key board
Monitors
There are several different monitors that an agent or a teamleader can use in order to access information live.
•Queue monitor•Agent monitor•Data monitor•Time monitor
In CC-Bridge you can combine those monitors in different ways or use the one you prefer.
The monitors are availble for the agent in the agent client and can as well be used as a tool for teamleaders that can display the monitors on a big screen to be on top of the current situation, to be able to take correct action.
Vision 80/20 Contact Center
Vision 80/20 Contact Center – Incoming e-mail
Vision 80/20 Contact Center – Incoming e-mail
Vision 80/20 Contact Center – Incoming chat
Vision 80/20 Contact Center – Incoming chat
Vision 80/20 Contact Center
Soon!
Agent and Attendant combined in the same interface!
location independent
More efficient
Easier to use
Enhanced service.
CC-Bridge Agent Attendant client
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