zeacom call center agent

The Unified Contact Center Environment

Placing People at The Center of Business Communications

Presented By:Jason Brock – Zeacom Channel Mgr.

949.261.3590

Unified Versus Integrated• Solutions sold by most vendors are a mixture of various

unrelated applications.

• Often 3rd party companies have been purchased (or OEM agreements) and “made” to work with existing products.

• The solution is often comprises multiple servers, GUI’s, administration systems and reporting engines integratedtogether.

• UCB has been entirely developed as one system…Unified

= One UC Solution

UCB

• One Server• One Administrator• One Reporting Package• One Database

• One GUI for Agents / Supervisors• Two GUI Options for Executives,

Knowledge Workers and Staff• One GUI for Receptionists• One Mailbox for all Devices

• One Vendor• One Training Requirement• One Support Process• One Solution

Contact Center Suite

• Phone (Voice)

• Callback

• Email

• Fax

• Web Chat

• Web Callback

• IVR / Screen-Pop

• 3rd Party Integrations

• Activity Queuing

Up to 550 Agents & 2,500 Business Users on an NEC 2400 or SV7000

Skills Based Routing

Caller Based Routing

Real -Time status of Queues and Agents

Integrated Inbound/Outbound Queuing (Outdial)

Overflow to Backup or On Demand Agents based on wait time and Priority

Active Directory and LDAP Supported

Internal Screen-pops via Phonebook and Outlook Contacts

Business Benefits of Multimedia Applications

• Agents can multi-task - not just handle calls

• Customers want options to communicate - they also want timely responses

• When you give your customers options - loyalty is increased

• Agents can perform tasks that are central to their skills – happier people

• Multi skilled agents are easy to set up – administration is not a hurdle

• Reports & wrap up codes – I’ve never had those before…

Cost – Revenue Balance

Every call center struggles with keeping costs low vs. trying to increase revenues

1Agents

2 When no agents are available, the queue grows and callers abandon

Sales Environment

Abandoned Calls = Lost Revenues

Example: Each call = $5020,000 calls per month10% abandonment5% true abandonment

$50,000 per month lost revenueCallers hang up

Where do they go?

3 The logical answer = Add more agents

4 But, staff costs are too high.

Customers

Callers are funneled into the business via the Contact Center

Each agent costs $2,500 per month, just for salary. They say double this amount to include

overheads

The only answer is Efficiency. Either through reallygood management or… Technology!!!

Technology in Contact Centers

New technology = Increase the number of calls handled with less agents.

1

2 Calls arrive during peaks and troughs

3 As technology is introduced into the call center, the peaks are reduced and abandonment rates come down.

Calls

Time0

50

100

150

200

Calls / Time in a Call Center

Sample call center has enough agents to handle up to 100 calls per hour

Abandonment is high in these peaks as callers get frustrated

and hang up

UCB can:

1) Provide options other than to abandon2) Increase caller patience3) Reduce the call handling time

UCB Technology Options for Peaks

A Callback message is not an abandoned call. You have them!

1

2 Announcements Callers wait 35% longer. Patience increases.

3 Intelligent call delivery

Calls

Time0

50

100

150

200


CallbackCallers can leave a message

rather than wait.

AnnouncePlay messages in the queue with

position and callers become 35% more patient

Skills Based RoutingAt peak times calls can overflow to more agents

Balancing urgency with skill sets

Use quality reporting to have an impact on agent productivity and queue performace

4

Calls

Time0

50

150

200


ReportingWith Real-time and Historical Reporting, CC managers can accurately assess the productivity of their agents and react

to alert situations NOW

100

UCB Technology Options for Peaks

Innovative tools like Interactive Voice Response (IVR) and Audio Text take the loads off your agents –especially during busy times

8

9 Screenpops allow more calls to be answered with the same number of agents, therefore reducing peaks.

10 UCB is designed to accommodate peaks, reduce abandonment rates and increase productivity.

Calls

Time0

50

150

200


Interactive Voice ResponseAt peak times people are more likely to use self service options. For example:

“Press 1 for account information”

Audio TextCallers can ask an auto attendant their most

common questions. No agents required.

ScreenpopsShow agents who is calling before they answer the

call. The agents call cycle time will be reduced.

100

95

UCB Technology Options for Troughs

During quiet or ‘trough’ times, agents can be unproductive

11

12 With inbound –outbound call blending, agents can be productive throughout both peaks and troughs

Calls

Time0

50

150

200


OutdialAgents handle outbound campaign calls to increase sales, do customer service

follow up, collect debts etc

In summary: All the UCB technology associated with call centers can be used to have a positive impact on the peaks and troughs

in any given call center.

You will influence the cost / revenue balance.

UNIVERGE®

UM8500 3.x

Unified Messaging

NEC Unified Solutions, Inc.Ｐage 13

Voice and Unified Messaging Provide Callers with Choices from Voice Mail

Based on their Caller ID Manage all Messages – Voice Mail, eMail and Fax in One Place View and Manage Callers While They are in Your Mailbox Play your Email Messages Over the Phone When on the Road Access Voice Messages from the Web Manage Your Mailbox via GUI


VideoMail Enhancing Unified Messaging

Send Video and Screen Capture Messages as compressed eMail

Attachments

Softphone


Challenges And Business Drivers

Challenges– Most business communication attempts fail

to connect on initial attempt– Each application interface requires

individual support– Applications provided by 3rd party are costly

(conferencing, video, etc.)– Lack common user interfaceBusiness Drivers– Today’s business person:

• 66% of the work force is mobile* • Users have multiple contact methods i.e.

Desk Phone, Cell Phone, Wireless, Pager, etc.

– Anytime/Anywhere connectivity

* Gartner


Defining Endpoints Within The Enterprise

Desktop Tele-workers Campus Roaming

Defining Characteristics

Half or more of the work done on the desktop

Half or more of the work done at Home

Working at remote office or traveling between offices

Most of the work done across WAN

Vertical market areas Traditional worker Home workers, contact centers, power users

Education, healthcare, warehouse, manufacturing, hospitals, hospitality

Sales worker, field service, transport & logistics

Primary Access to Enterprise Network

LAN Broadband Service (DSL, ISDN, Cable)

WiFi Cellular

Most Important Equipment

Desktop phone (softphone or web based phones), PC

Softphone, PC (Portal Access)

Blackberry, PDA, laptop, softphone

Cell phone, PC

Likely secondary equipment

In building wireless, cell phone

Cell phone Cell phones, softphone, PDA, softphones, hot links

Softphone Users


Soft phone Overview

The Dterm SP30 is targeted at the enterprise IP multimedia user. The Dterm SP30 offers the function to assist individual “Communications Without Compromise”.

USB headset compatible

Selection of skin

Selection of communication service

Member location

Application collaboration

Dialing via telephony directory

Call log

Recording capability

End User Value

Speech quality with security

Flexibility of organization change

Reduction of softwaresupport Easy migration

Administration Value

Reduction associated to relocation

Productivity improvement

Reduction of initial investment

Improvement of companyimage

Manager Value


Corporate Acceptance of Softphone

Integration with multiple appliances and app’s a must;

Instant MessagingPresence CollaborationVideo conferencingRecording

UsersCallcenter agentsMobile workforce


Dterm SP30 (Softphone)

Application Collaboration- NetMeeting- 2 way Video Conferencing- Application Sharing- White Board

Short Text Message Telephone Directory Integration

- Drag and Drop- 32 numbers on function key panel- 12 numbers on the main panel

PC IBM-PC/AT compatible machineOS WindowsXP/2000Memory Min. 256MB CPU Pentium Ⅲ, Min. 800MHz Proc.

Functional Requirements

RED

BLUE

GOLD

Dterm SP30 (Soft Phone)


MW Lamp

Transfer button

3/8 PartyConf. button

Record button

Hold button

Alpha Numeric Display

24×2Line

Logo button

Task tray change button

Short Message panel Button

Address Book Button

Call Log Button

Dial pad panel Button

Application Collaboration panel Button

DesktopVideo Button

Function Key panel Button

Member display switch button 1, 2

Feature/LineKey button

Information Window

Configuration Button

Call Forward Button

Mute Button

Call button

Volume control button

A

F

G

H

B

C

Compact mode change button

D

E

Main Panel Features


Sub Panel And System Tray Features

Volume Button

Function Key Panel

Short Message Panel Button

Address Book Button

Call Log Button

Application Collaboration Panel Button

Video panel button (phase 2)

Transfer Button

Hold Button

Dial Pad

Call

Voice Mail and Incoming call Notification

Display24 x 1 line

Mute Button


Message Waiting Lamp

Call button

Volume change MinimizeTo Task tray

Display(24 x 1 line)

Scroll buttonMute button

Line buttom

Member button

Out of seat

Text Message

Call History

Phone Book

Application Collaboration

Main Panel DisplayFollowing shows each component of the main panel. Scroll button on the right, switches between panels.

Switches to the 2nd line by pressing Scroll button

Record button

User ConfigurationTransfer ConfigurationHold Button

Video Conference10 Key Transfer button

3-part conference

Desktop Toolbar

NEC Unified Solutions, Inc.Ｐage 24 32005-06-09

Click to call is available from any entry of your

Corporate Directory

NEC Unified Solutions, Inc.Ｐage 25 3

Copy & Paste – Drag & Drop

Copy & pastePaste in the number prompt on the Dterm SP30 (LCD Area). Warning : You might have to add digits for the Dterm SP30 to understand the number you paste (e.g. 9+1+214 before 262-5533)

Drag & DropDrop zone for a number is

To focus back on the Dterm SP30window when dragging a number, just pass over in the toolbar.


Tapi Configuration and Dial

Tapi ConfigurationOpen Microsoft OutlookSelect the Contacts ICONSelect a local contactDouble click the auto Dialer ICONSelect the Dialing Options

Make sure the Connect Line option is configured for SP30. If it is open the drop down box and select “SP30”.This will configure all dialing options out of your contact to dial through “SP30”

Dialing via TAPI- Open Microsoft Outlook- Select your contact ICON- Select a local contact- Double click the auto Dialer ICON- Select Start Call


How to … ?

How to transfer a call ?During the call, press transfer buttonDial new number using keypad Hang up call.

How to 3 party Conference?During the call, press transfer button Dial new number using keypadAfter remote party picks up, press the conference button

How place a call on Hold?During the call, press the hold buttonMyline key will blink black then blue indicating call is now on hold.Pressing the Myline key will take the call off hold.

32005-06-09


Definition of Presence

Provides up to 22 configurable buddies *Buddies provide ICON and textual information. Text information is provided in a pop up form when hovering over the buddy ICON

Icon Description

PC power off or logged off

Active Call

Idle State

Busy State

?, Or No icon

Buddy not defined in OWX database

DB

OWX (LSI)

BuddyLists

Users

When connected to OWX Database a Time of synchronization will appear.


Recording a Call

How to record a callRight mouse click the record buttonSelect the item PC recordA menu with the record functions will pop on the screen. Press the record function to start the recording. After you are done recording select the end

Start Recording

Stop Recording

Delete Recording

Email Recording

Save Recording


Distinctive Ring

Users can setup distinctive rings for member list


Softphone Benefits

Work from Anywhere! Road WarriorsTelecommuters

Worker BenefitsReduce the cost of commutingReduce non-productive time spent commuting which includes getting settled on arrival and packing up for departureReduce the late arrivals/early departures associated with traffic patterns and weather conditions

Company BenefitsReduce the cost of office space, utilities and even furniture purchasesReduce tardiness and absenteeismIncrease worker productivity which leads to increased customer satisfaction and retention


Enhanced CollaborationStandard High-end Collaboration

Video – ability to conduct video call with other usersWhiteboard – Collaborate & share drawing toolsApplication sharing – Share windows applications & collaborate with other usersChat – Instant messaging capabilities with other Desktop Suite usersFTP – easily send files to other users


Enhanced Collaboration - Video Conference


Enhanced Collaboration - Whiteboard


Demo


The NEC UNIVERGE360 DifferencePlace people at the center of communicationsFully integrate communications throughout your businessOffer functionality and effective tools

Conclusion

Transform what communications can do for your business


Next Steps