Introduction to SimpleSignal’s Call Center Solution
Introduction
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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 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“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
Market Challenges and Value Proposition
Inefficient trunk usage
Expensive to operate/maintain
Inflexible reporting
$
Agents Anywhere
Challenges of Premises ACD Systems
Enterprise Customers – Lower Costs and Improve Productivity
ACD
ON-SITE QUEUING
Calls are queued in Data
Center, so trunks/bandwidt
h only used when agent is
available
ACD groups can span locations;
Support for home-based
agents
Easy to use, with on-
demand charts and data tables on
agents and queues
No CapEx. Monthly service,
bundled with voice/data service.
Advantages of a Hosted Call Center Solution
SimpleSignal Call Center Solution Overview
BroadWorks Call Center Solution
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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
Calls
Calls
Home Agent / Remote Office
Branch Office
Service ProviderService Provider
Single ACD Group
Large Call Center
AUTO ATTENDANT
Messaging
ACD
Reporting
Multiple ACD Groups
Calls
Calls
Home Agent / Remote Office
Branch Office
Service ProviderService Provider
Single ACD Group
Large Call Center
AUTO ATTENDANT
Messaging
ACDACD
Reporting
Multiple ACD Groups
Hosted Call Center – Supports All Environments
Single Users Queue calls for front office
Receptionist(s)
Integrated with BroadWorks Receptionist desktop client
Small Office Queue calls for small
office
Phone-based users
Mobile Workforce Integration with
BroadWorks Anywhere
Example: Real Estate Sales, Contractors
Small Call Center Phone-based agents
Basic reporting options
Multi-department Enterprise Queuing and overflow
settings to support
Geographically distributed Enterprise Queues can span sites
Supports remote or home-based users
Small Business Mid-Size Business
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)
Formal Call Centers
7SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or
distribute.
Value PropositionSingle platform supports service requirements of every customer environment
ACD Feature Overview
Call Distribution and Routing Policies
ACD Algorithms 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)
Agent Log-In ‘Join’ via web portal or
clients
Set ACD State (Sign-in/out, Available, Unavailable, Wrap-Up)
Priority Queuing 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 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
Call Distribution Policies Call 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
Alternate Routing Policies
9SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or
distribute.
Greetings and Announcement Options
Entrance Message Audio and Video
Customizable
Option – Always play entrance message Message plays even if
agents are available
Option - Play estimated Queue wait time or location in queue
Music/Video on Hold
Comfort Messages Periodic message
played when in queue
Alternate Comfort Message Triggered when
expected wait time is short
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Entrance Greetings Comfort Media
Optional announcement played to caller based on call routing triggers Forced Forwarding
Night Service
Holiday Service
Overflow routing
Stranded call routing
Service Announcements
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
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
Agent Productivity and Management
Present incoming call information to Agent on phone or CC client Inbound CC or DNIS
name
Wait time
Calls still in Queue
Longest waiting call
Whisper Message
Distinctive Ring for ACD calls
Held call notification and management
Call Escalation Normal escalation or
Emergency escalation to Supervisor
View line state of Supervisors
Call Transfer and Conferencing Online directories with
Click-to-dial
Disposition Codes Tag calls to track
campaigns or call results
Call Presentation Call Handling
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
Management
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.11
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
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
Manage Availability (ACD State) Set ACD state from phone softkeys*
(Polycom)
Join/Unjoin and set ACD state from Web Portal
*View incoming call and queue information DNIS name/number, wait time of call, calls
remaining in queue, longest wait
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
Shared Workstation 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
Place Outbound personal call
Escalate call to Supervisor
Initiate COT
*Device Dependant
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
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Web-based Call Center Supervisor Client
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
Active CallsOn-line
DirectoriesAgent
ManagementQueued Call Management
‘Break Out’ Directories
Supervisor Real-time Dashboard
Queue Statistics
Agent Statistics