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PRESENTATION TITLE
Presenter’s NamePresenter’s TitleLocation/Date
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BCM Contact Center Update
>BCM CP Contact Center Portfolio Positioning
>BCM Contact Center Overview
>Contact Center Enhancements with BCM 4.0
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LPS Contact Center Portfolio
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BCM Contact Center Offering
PriceBasic Contact
Center
Professional Contact Center
2 Skillsets10 Agents
50 Skillsets20 80 Agents
Functionality
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Norstar Contact Center Offering
Price
Functionality
Enhanced Contact Center 30 Skillsets
50 Agents
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BCM Contact Center
BCM 50 • Basic Contact CenterBCM 200/400• Basic Contact Center• Professional Contact
Center• Multimedia Contact
Center
BCM 50 (Dec 2006)• Intelligent Contact Center• Multimedia Contact CenterBCM 200/400 (Aug 2006)• Intelligent Contact Center• Multimedia Contact Center
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Intelligent Contact Center Content Summary
Intelligent Contact Center Keycoded option on the BCM 50 rel 2, and
BCM 200/400 rel. 4.0 No additional Hardware Required Leverages existing hardware capabilities e.g.
integrated announcements, skillset mailboxes Intelligent Routing
Route based on CLID/ANI, DID/DNIS & Caller Input
Overflow Change priority of calls
Web Based Reporting & Wallboard / Softboard support (no additional server required)
Multimedia Contact Center
Click for agent – voice
Click for agent – chat
Web page push/pull
Follow-me browsing
BCM 50 r2BCM 200/400 4.0
Configured Agents 100250
Active Agents 5080
Agent priorities 2020
Dynamic Agent Priorities YesYes
Lines 30100
Dynamic Call Priority 2020
Routing Steps 20 20
Overflow Rules 2020
Skill sets 3050
Skill set mailboxes 3080
Recorded Announcements 50150
Intelligent Routing YesYes
Activity codes 20002000
Expected Wait Time YesYes
Supervisor Help YesYes
Login / Logout Yes Yes
Break Time/Wrap YesYes
Cancel Wrap YesYes
Not Ready / Make Busy YesYes
Auto Log out / Not Ready YesYes
Prim. Sec. Threshold Alerts YesYes
Skillset Status Display YesYes
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Basic, Enhanced and Professional Content Summary
Basic, Professional and Multimedia Contact Center are key coded options on the BCM 200/400
Basic Contact Center is a key coded option on the BCM 50
Basic and Enhanced Contact Center are Key coded options on CallPilot 100/150
Enhanced only on the CP 150
No additional Hardware Required
Leverages existing hardware capabilities e.g. integrated announcements, skillset mailboxes
Intelligent Routing Route based on CLID/ANI, DID/DNIS & Caller
Input Overflow Change priority of calls
Web Based Reporting & Wallboard / Softboard support (no additional server required)
Basic Enhanced Pro
Configured Agents 20 100150
Active agents 10 5080
Agent priorities 5 2020
Dynamic priorities Yes YesYes
Lines 15 30100
Routing Steps 20 20 20
Overflow Rules 20 2020
Skill sets 2 3050
Skill set mailboxes 2 5080
Recorded Announcements 30 50150
Intelligent Routing - YesYes
Multimedia Contact Center
(Available on the BCM)
Click for agent - voice
Click for agent – chat
Web page push/pull
Follow-me browsing
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Agent Features Agent Functions: Login / Logout Break Time / Wrap Cancel Break Time Not Ready / Make Busy Auto Not Ready Auto Log Out Primary and Secondary Threshold
Alerts Skillset Status Set Display Supervisor Help
Agent Functions: Login / Logout Break Time / Wrap Cancel Break Time Not Ready / Make Busy Auto Not Ready Auto Log Out Primary and Secondary Threshold
Alerts Skillset Status Set Display Supervisor Help
A complete set of Formal Contact Center Features
Provide your agents with the tools they need
System Features: Dynamic Agent Priorities Skill Based Routing Agent Selection –
Longest Idle Top Down or Preferred Agent
Forced or Manual Call Presentation Line Priority
Increase Priority Overflow Intelligent Routing (Professional and Enhanced Only)
Agents can log into multiple skillsets Silent Monitor Expected Wait Time Activity Codes Agent Help
System Features: Dynamic Agent Priorities Skill Based Routing Agent Selection –
Longest Idle Top Down or Preferred Agent
Forced or Manual Call Presentation Line Priority
Increase Priority Overflow Intelligent Routing (Professional and Enhanced Only)
Agents can log into multiple skillsets Silent Monitor Expected Wait Time Activity Codes Agent Help
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Routing Tables:Routing Tables:
DAYStep 1 Delay Answer (1- 600 sec)
Step 2 a) Play Announcement #1 (orForced Announcement)
Step 3 Distribute (0 - 59:59)
Step 4 Play Announcement #2
Step 5 Distribute (0 - 59:59)
Step 6 Play Announcement #3 “Thank –you for waiting all agents are still busy if you would like to continue holding please do. Or to leave a message press 1”.
Step 7 Play Announcement #4
Step 8 Distribute (0 - 59:59)
Step 9 Go to step 6
DAYStep 1 Delay Answer (1- 600 sec)
Step 2 a) Play Announcement #1 (orForced Announcement)
Step 3 Distribute (0 - 59:59)
Step 4 Play Announcement #2
Step 5 Distribute (0 - 59:59)
Step 6 Play Announcement #3 “Thank –you for waiting all agents are still busy if you would like to continue holding please do. Or to leave a message press 1”.
Step 7 Play Announcement #4
Step 8 Distribute (0 - 59:59)
Step 9 Go to step 6 NIGHTStep 1 a) Night Announcement or
b) No Answer
Step 2 a) Disconnect orb) Route to Voice Mail Transfer
NIGHTStep 1 a) Night Announcement or
b) No Answer
Step 2 a) Disconnect orb) Route to Voice Mail Transfer
Complete flexibility on how to route your callers
2 Routing tables per Skillset
20 Routing steps per table
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Prompts the user as to what skillsets they would like to log into
Agent selects “OK”
Intelligent Integration With all BCM Components
> Common programming• All programming performed with the GUI administration tool.
> Agents can log in from any station set on the system> LCD display of sets assist agents in using features.> Leverages the capabilities of other applications
• Uses the recording capabilities of the messaging application.
> All Skillsets have skillset mailboxes
Skillset 1, 4, 7, 9Chang OK
Familiar User InterfaceAgent Logging In
Agent selects “IN”
Agent: Julia Gatz IN OUT NEXT
Logged Into 1,4,7,9
The system confirms that the agent is logged into skillsets 1, 4, 7, & 9
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Intuitive Programming
Skillset Programming
• All programming is accomplished with a easy to understand user interface.
• It uses a combination of radial buttons, drop down menus and dialog boxes to remove complexities.
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Intelligent Routing Features
• Intelligent Caller Input Routing• Route the call based on user input
• CLID/ANI Intelligent Routing• Route the call based on source
• DID/DNIS Intelligent Routing• Route the call based on destination
• CLID/ANI or DID/DNIS Priority Routing• The administrator can to determine the order in which the routing
decisions are made. E.g. check DNIS then CLID or CLID then DNIS.
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Intelligent Caller Input Routing
For Example,
• The caller is answered by the Call Center and the Intelligent routing plays announcement #1 ”Thank you for calling, The Better Mouse Trap Company. For Retail Sales please press 1, Wholesales Sales please press 2, for Support press 3, and for Shipping press 4”.
• The caller pressed #2 for Wholesale Sales.
• They would then hear Announcement #2 “You have reached our Wholesale Sales department, please enter your Account number”.
• At this point, based on the account number entered, the Intelligent routing would assign a priority to the call and direct it to right skillset of agents.
• Calls are routed based on information enter by the caller.
• Can provide routing choices to the caller, or• Ask the caller for information and route the call
appropriately
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Intelligent Overflow
Provides tremendous flexibility in how to route calls during busy periods.
You can specify that a waiting call:
• Overflows to another skillset and keeps its conditions and original skillset greetings
• Moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings
• Transfers to the skillset mailbox
• Transfers to an extension or mailbox
• Transfers or external telephone number
• Changes in its priority level
• Intelligent Overflow Routing rules based on:
• Mode of operation, each Skillset can have independent overflow rules based on whether its in Day Mode, Night Mode or 24 hour Mode
• Time in queue or whether agents are logged in.
OVERFLOWGroup 1 Agents busy
beyond threshold
Call is made available to Group 2
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Programming Day Routing
Example of a day routing with 8 routing steps.Addition routing steps can be added by simply clicking “insert”. This will open a nested form (shown on the next chart) used to enter the required information about that step
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Programming a Routing Step
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Silent Monitor
• The Supervisor can silently monitor the audio of the caller and agent.
• The Supervisor monitors the set while the agent is logged in. This means the Supervisor Monitors the agents:• incoming calls, outgoing calls, intercom calls and while they are listening to
voice mail.
• The Supervisor Monitors the entire call.• Prior to the call starting through to completion.
• Monitoring session remains active if agent places the call on hold.
• The supervisor can traverse from agent to agent.
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Expected Wait Time
• Introduced in BCM 3.5 • A new routing step that when encountered will play
a audio message for traditional voice originated contacts or send a text message for chat inquires and web initiated voice calls.
• The message, whether text or audio, will provide the caller with how long they can expect to wait in queue prior to being connected to an agent.
• This may be further enhanced by playing the announcement and providing additional options to the caller such as leave a message or transfer to another skill set or location.
Greetings in Basic Increased to 30• Was 10 in BCM 3.0• Increased as part of Expected Wait Time functionality.
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Agent Help
• Allows a Call Center agent who is active on a CC call to request help from a supervisor by pressing a programmed telset feature key.
• A supervisor who receives a request for help may choose to accept or decline that request.
• If the request is accepted, the system invokes a Silent Monitor session so that the accepting supervisor begins monitoring the requesting agent’s current CC call.
• The effect is just as if the supervisor had begun monitoring the agent directly, except that with Agent Help, the agent is notified that monitoring has begun (i.e. the help request was accepted)
Agent Help
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Multimedia Call Center
> Click for agent - voice
> Click for agent – chat
> Web page push/pull
> Follow-me browsing
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> True IntegrationTrue Integration• It is not a “bolt on” or “inter-connected” product from a third
party.• It uses the same core processing and administration tools as
other components of the Business Communication Manager.
> Refresher or Update MessagesRefresher or Update Messages• The surfer will receive text messages in the same manner as if
they had placed a 1-800 call into the business
> Blended Call TreatmentBlended Call Treatment• Will route all incoming interactions based on its intelligent
routing capabilities established by the call center administrator. • The rules will consider source, destination, media and
resources available to respond to contacts
> Web Page ListsWeb Page Lists
> ReportsReports
Multi-Media Call Center
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Reporting for Call Center Server Architecture
State Machine D / B
XML Interface
Call CenterBCM
PC’s with IE
CC Pro-cesses
Stats D / B
Web Host PC Web
Interface
Internet
• The CCRS is a backend feature which is not directly visible to users. • Its an Open XML webserver.• Stateless XML webserver will send a fully consistent datapacket to the client. The
client cannot get out-of-sync (due to LAN outage) or display incorrect data (due to unusual call scenarios).
• Delivery Post BCM 3.5
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Supervisors View of:Real Time Agent Detail Report
Color coded agent statesBlue-AvailableDark Green-Break timeLight Green-IncomingGrey-Incoming Non Call CenterYellow-OutgoingGold-Supervisor Monitoring/Responding to help requestPink-Call on holdLight Grey-ICDark Grey-Not Ready
Telephone-Voice CallGlobe-Voice MMCCSmiley Face- Chat
ID of the skillset the call belongs to
Enhanced functionality, plus a friendly user interface!
Employee Name
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Real Time Call Summary
The Real Time Call Summary displays a summary of the calling activity of a skillset (calls waiting, for how long etc.) and a summary of agent detail (number of agents logged in and the various states that they are in).
Color change when thresholds have been exceeded
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Historical Reports Menu
Selecting the Reports option presents the Report Menu page shown here.To obtain a report click on the appropriate button.
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Example of a Historical Report - Incoming Call Traffic Report
• A breakdown of the Answered calls with respect to the Primary Alert (P) and the Secondary Alert (s) as follows
• Number answered <P• Number answered >P (and
<S)• Number answered >Sa
• A grade of service will be calculated and displayed
Total Number of Calls Presented to the Skillset
• Direct• Indirect
Number of Answered Calls• By Agent• By Voice Mail• By Operator• By non-Agent
• Number of Abandoned Calls• Unstaffed Calls• Number of Calls that Left the
Skillset•Because of an Overflow Rule
•By any other means, including routing steps, CCR, etc…
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Intelligent Contact Center
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BCM Current Call Center Offering
Price
Basic Call Center
Professional Call Center
$2,6302 Skillsets10 Agents
$9,01050 Skillsets80 Agents
> Large gap between Basic and Pro
• Large Price Difference - $6,380
• Some Functionality Differences– DNIS routing, Multi digit caller input routing,
• Capacity 2 vs. 50 skillsets, 10 vs. 80 agents
> Channel Partners have consistently been asking for something between Basic and Pro
• For all the above reasons
• Pricing gap,
• Price of Pro is high
• Confusion of Basic vs Pro functionality, upgrades with and without reporting, etc.
> Missing significant opportunities where customers require more skillsets then 2 and a low number of agents
Functionality
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Intelligent Contact Center
> Intelligent Call Center would have the same functionality as our current Professional Call Center with no reporting, agents or skillsets.
• It should be available on all BCM platforms; BCM 400 and BCM 50 (release 2)
> Optional components that could be added would include:
• x Agents, (keycodes available in similar increments to what we currently offer)
• x Skillsets, (keycodes similar to what we create for agents but wouldn't grow as large)
• Reporting for Call Center,
• Multimedia Call Center,
• Future developments…
• soft agent, CRM interface etc.
> Pricing, TBD but…
• Most likely it will more economical for customers to get into a CC with less then 20 agents and 50 skillsets. But more money at the upper end of capacity 40 plus agents)
Price
Basic Call Center
Professional Call Center
Functionality
Intelligent Contact Center
Intelligent Call Center
Agents
Skillsets
RCC
MMCC
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Customer Benefits Addresses requirement for a solution between Basic and Professional CC.
Maximum flexibility in granularity
Any combination of Agents and Skillsets within boundaries of platform
Significantly simplifies product offering
Intelligent Call Center, x SS’s, x Agents, RCC
Eliminates Basic, Pro and upgrade between them
Channel partners and customers do not have to worry about what functionality is contained with what product
Application Horizontalization – Significantly increasing market potential
Customers that require more SS then agents
Real Estate Vertical – 3 receptionists (3 agents) answering for 20 Real Estate Agents (20 skillsets).
Medical Vertical – 3 receptionists (3 agents) answering for 8 Doctors (8 skillsets).
Big box retail – 3 receptionists (3 agents) answering for 12 Departments (12 skillsets).
Etc.
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Increase Market Potential
Volume
Market Segments
Horizontalize Contact Center on the BCM
Current Market Potential
New ICC Market Potential
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Reporting for Contact Center
> Enhancements to Report Generation Page• Can select one time period and generate multiple reports for that period• Can print or view• Report generation status window• Multiple reports on screen
> New call states• Delay answer• Ringing
> Real time components separated • More flexible viewing options
> Update reports explained document
> Miscellaneous nomenclature chages
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Changes to MMCC
> The most relevant change from an end-user perspective will be the method for accessing the MMCC administration functionality.
• In BCM 3.x, the user would navigate to Unified ManagerServicesMultimedia Call Center, and then select “MMCC Admin” from the Tools menu.
• In BCM 4.0, the MMCC admin will be moved in to CallPilot Manager, to provide a more consistent UI look and feel
> In BCM 4.0 there will be a slight change to the login procedure for MMCC agents. • Previously on BCM 3.7, for an agent to receive MMCC calls an agent had to programmed
as “Both” in Call Pilot Manager.• For BCM 4.0, when the MMCC keycode is applied, all agents will become “Both” agents.
They will then be able to receive calls based on how they are logged in:• If logged in to the PC client only, they can receive browser calls• If logged in to a telset only, they can receive voice calls• If logged into both PC client and telset, they can receive voice, phone & browser, and browser only
calls.
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Changes to MMCC, continued
> Second, a new sub-menu node “Customize MMCC Files” will be created under the CPMContact Center menu node, which will contain the admin functionality previously found in the “Customize” section on BCM 3.7, as shown here.
An “interface” is a collection of customized files, which can be displayed to a web caller if desired. A customized file can be used in place of the default file, enabling a customer to personalize their MMCC web content for their business. In this screen shot, note that the “default” interface can only be viewed – it cannot be deleted or modified.
Also note that a new interface can be created by entering a name in the text box and pressing the “Create” button. The screen shot on the next page displays the result of the user entering a new interface named “custom”.
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Thank You!
Questions?
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