CCS Suite

Business Communications Management ..... Today..... common perception of call centre Today’s “Contact” Centre ….. It’s about Business Communications Management .....

CCS suite Modular Solution Comprehensive Investment Protection CCS Desk – Unified Comm. & CRM integration CCS Report – Telephony reporting CCS Q – Multi-Media Inbound CC CCS Call – Multi-Media Outbound CC CCS IVR – Interactive Voice Response CCS Record – Voice Recording CCS SMS – SMS Server CCS Chat – Web chat & instant messaging clients

CCS Q Multi-Media Social Network Full IP Inbound CC suite Call SMS Email Fax Web Chat Web Call-back Call back in queue Social Network Facebook Twitter Full IP Inbound CC suite Skills Based Routing Unlimited queues (up to 9999) Unlimited agents per queue Announcements & Hold Music per queue Scheduling and overflow Emergency Mode Historical Reporting & Dashboards Q-Lookup Cascade Queue Remote & Multi-Site Support Multi-Media & Social Network options Powerful CCS Add-Ons Call Recording (CCS Record) IVR (CCS IVR) Tele-Marketing (CCS Call) UC Agent interface with CCS Desk PC Call Control Team Presence CRM Integration Personal Agent Queues Reporting with CCS Report Agent Productivity, Queue Performance, Disposition Codes, etc Historical & Real-time On-demand or Scheduled Delivery Business Intelligence Dashboard

Drag and Drop Call Control CCS Desk – Unified Communications Included CRM integrations out of the box. API also available for custom integration Click to Dial Screen Pops CRM Integration Drag and Drop Call Control

CCS Report – Business intelligence & reporting Web Based Email of Reports Scheduling Integration with Voice Recording Integration with CRM/Databases Business Intelligence Dashboard

Business Intelligence Dashboard & Service Alert Management CCS Report – Business intelligence Dashboard Business Intelligence Dashboard & Service Alert Management

CCS Q – AA + Reception 1 - Sales 2 - Support 3 - Administration CCS Q provides typical AA options: 1 – Sales 2 – Support 3 – Administration 0 – or no entry to Reception 1 - Sales 2 - Support 3 - Administration Inbound Call 0 - Reception

Passed to highest skill agent who has been least busy CCS Q – Skills Based Routing Inbound Call Queue With Skills Assigned Queue Or Overflow Passed to highest skill agent who has been least busy Skill L1 Skill L1 Skill L2 Skill L3 BUSY ! BUSY ! BUSY ! BUSY !

CCS Q – Overflow After Hours Holiday No Agents Logged In Sales callback Call Sales Team2 callback Sales Team3 callback After Hours Holiday No Agents Logged In Max Time in Queue Max Calls in Queue Agent : Call Ratio Emergency Mode

CCS Q SCENARIOS – CRM LOOKUP Normal VIP Accounts ! Inbound Call CRM CCS Q looks up caller ID in CRM and determines where to distribute call – are they a Normal or VIP caller – or have they not paid their bill? Normal VIP Accounts ! Inbound Call CRM

Rapid deployment Create Call-flow in the Designer (or load pre-created ones) Generate Spreadsheets with auto entered settings to facilitate project meeting with customer Customer provides desired queue and agents names and any other specific information such as overflow times etc. Re-Import back into Designer tool Complete

Process new cc plan Enter Call-Flow Designer and select new plan – 2 simple questions asked a) How many Queues B) How many Agents Using Call-Flow Designer using drag and drop, layout the Call Centre call flow and overflows to the customer plan as required Call-Flow Designer outputs spreadsheets containing all default settings Meet with customer and complete Queue and Agent names & Agent skills for routing as appropriate Update (if changes required) Highlighted settings e.g. how long before overflow etc. Select which dashboard templates are required or document requirements for Dashboard advance configuration Review and add any additional Reports Customer to create audio files for Announcements for Queues and Auto Attendants in defined format Import the completed Spreadsheets to the Call-Flow Designer Import the customer Announcement audio files to the Call-Flow Designer Refine any additional Report requirements Customise Dashboards to Requirements Test Complete

CCS Q Requirements: iPECS CTI license iPECS SIP phone licenses iPECS CCS licenses Queue announcement files recorded in the correct format WAV PCM 11KHz 8 bit mono

QUESTION?

CCS Q CRM Sales Service Social Media Sales callback in queue Fax Facebook Web Call-back Call CCS Q handles multi-media and social networking communication mediums and distributes by skill and /or according to CRM contact details to skilled agents CRM Email Twitter Web Chat Tele-Marketing Campaign Sales Service Social Media Sales callback in queue Service callback in queue Sales & Service queue overflows

CCS Q – Callback Management

CCS Q – Callback Management When to offer Callback ? High abandoned rate due to long wait time or not enough agents Agents lack discipline to follow up messages Additional CCS Requirements: Callback folder must be shared Agent PC must have playback capability

CCS Q – Inbound Email Queue Management

CCS Q – Inbound Email Queue Management Supported inbound Email Server protocols: IMAP Microsoft Exchange 2007 Web Services Microsoft Exchange 2010 Web Services Microsoft Exchange Online Web Services Additional CCS Requirements: Agents must have their own email address and email client application. CCS Desk agents must be configured with the correct email addresses. SMTP Server available to forward the email to agents. SMTP Server must accept basic text authentication.

CCS Q – Inbound Fax Queue Management Requires fax gateway application that converts incoming fax to email. The rest is as per Inbound Email Queue Management.

Social Media Contact Centre Integration CCS Q – Social Media Integration Social Media Contact Centre Integration Facebook & Twitter

CCS Q – Social Media Integration

CCS Q – Facebook Queue Management Facebook integration is as per Inbound Email Queue Management. Agent must be allowed to reply Facebook email on behalf or the registered user.

CCS Q – Twitter Queue Management Must have Twitter account. Twitter account must authorize CCS Twitter application to access the account.

CCS Q – Web Callback Management

CCS Q – Web Callback Management Customer must develop integration between website and CCS Desk Web Gateway. Please consult CCS Desk Integration Guide – section 7.

CCS Q – Web Chat Management Web Chat Customer Service Integrates with CCS Desk and CCS Q Transfer Transcript functions

CCS Q – Web Chat Management

CCS Q – Web Chat Management CCS Chat is the only supported instant messaging platform. Link to CCS Chat request for chat web form must be made from the customer’s website

CCS Q – SMS Management

CCS Q – SMS Management

QUESTION?

Evolution of Outbound Dialing Pen & Paper Computerized CCS Call Campaign Management System Supervisor must create a list of contacts to call per agent Agents make calls by pressing the 8-10 digits on the phone. Agents write their notes on paper and submit back to supervisor. Supervisor compiles the agents’ activities and creates the next lists. Supervisor organizes records and lists of contacts to call per agent using CRM or database application. Agents make calls via the phone or use CTI if available. Call Notes and History are entered into CRM. Agents manage their own retries and scheduled callback. Supervisor generate reports from the history and notes in CRM. Supervisor organizes records in CRM but utilize CCS Call to pull records from CRM and creates lists for agent / group of agents. Agents make calls by double clicking on the screen pop in CCS Call. The CRM Notes windows are automatically opened; CRM History automatically created. CCS Call manages all retries and scheduled callbacks. Supervisor generate reports from CRM as well as CCS Call for agents and telephony activities.

CCS Call Full IP Outbound CC suite Load campaign data from ODBC or directly from selected CRMs Skills Based Routing Unlimited campaigns Unlimited queues (up to 9999) Unlimited agents per queue Completion Codes Automatic and Scheduled Retry Scheduling and Expiry Historical Reporting & Dashboard Multiple campaign modes Preview (single dial mode) Preview (multi dial mode) Progressive Pre-emptiive OutCall Callback SMS UC Agent interface with CCS Desk PC Call Control Team Presence CRM Integration Personal Agent Queues Reporting with CCS Report Agent Productivity, Campaign Performance, Disposition Codes, etc Historical & Real-time On-demand or Scheduled Delivery Business Intelligence Dashboard

CCS Call – Preview & Progressive CRM or Customer Database Agent press Dial button (Preview) ---------------- Timer expires (Progressive) Outbound Call is made Completion code entered Call is completed Calls loaded into CCS Call Campaigns Agent receives next CCS Call outbound campaign notification CRM screen pops Outbound call is made Disposition Code entered Call is Completed

System Automatic Completion CCS Call – Pre-emptive CRM or Customer Database ‘Positive’ Calls Transferred to Agent Calls loaded into CCS Call Campaigns Outbound Call is made ‘Negative’ Calls System Automatic Completion

CCS Call – OutCall Person Calls loaded into CCS Call Campaigns CRM or Customer Database Person Transferred to AA (or IVR) for recorded message 1 & completion Calls loaded into CCS Call Campaigns Outbound Call is made Answering Machines Transferred to AA (or IVR) for recorded message 2 & completion ‘Negative’ Calls System Automatic Completion

Monitoring & Reporting CCS Call Dashboard Campaign & Agent Monitoring Screen For Supervisors Reporting

CCS Call CRM Screen Pop when CCS Call Outbound Campaign call is assigned to agent. Button to dial the number is available. After Call – agent must choose completion code

CCS Q + CCS Call

QUESTION?

Customer database or CRM CCS IVR – Intelligent IVR & Business Workflow IVR Designer Tool Customer database or CRM integration

CCS IVR Script Designer

CCS Q + CCS IVR

CCS Call + CCS IVR

CCS Record – Encryption for voice recording Trunk Recording Solution Analog, BRI, PRI or SIP Connection Record All or Record On Demand Encrypted Recording Playback via CCS Report Export to MP3 or Wav format Virtual machine NOT supported

CCS Record – Analog Trunk

CCS Record – ISDN BRI trunk

CCS Record – ISDN PRI trunk

CCS Record – SIP trunk Port Mirroring switches required

CCS Record The ISDN / Analog calls are originally recorded to CCITT G.711A. The default compression is then WMA24K. Lower compression is also available. For SIP the CCITT G.711A / G.722 are again compressed with WMA24K, but G.729 is stored as is. The SIP license includes the number of simultaneous G.729 codec available to decompress this format for playback.

QUESTION?

CCS Architecture – Single Site, Single Server

CCS Architecture – Single Site, Multiple Servers

CCS Architecture – Multi Site

QUESTION?

Telephony Call Accounting What can be provided as stand-alone? Call Recording Telephony Call Accounting With SMDR

CRM integrations Click to Dial Screen Pop Contact Complete Activity Log to History Unanswered callback task

CCS Desk API Connections Commands Events XML over TCP/IP MakeCall OCX Named Pipes (client only) DDE commands (client only) Events AgentBreakStatus CallData AgentLogIn AgentLogOut QueueCompletionCode CampaignCompletionCode Commands MakeCall StartRecord StopRecord UpdateCallWindow CallCompletion Answer Hangup Hold Unhold Transfer StartBreak FinishBreak

Microsoft Lync integration

Microsoft Outlook Calendar integration

QUESTION?

Customer Case Study Case Study 1 A UK company that is a leading Direct Response Company, dedicated to bringing to the UK the latest and best selling innovations from all over the world. Their products are available from over 25 major High Street retailers in the UK and Ireland, as well as on major shopping channels on Sky, etc. They have 20+ employees utilising the CCS solution with the intention to increase to more users. Business Problem: Growing business Large spikes in demand depending on products and channels advertised Needed to better understand call profiles and manage demand Business Solution: CCS Q, CCS Desk and CCS Report Able to queue and route calls by phone number dialled Better able to cope with peak demands and easily add additional agents when required Able to report on abandoned calls, number of calls by phone number received, etc.

Customer Case Study Case Study 2 Australian pest control company with 50+ users utilising the CCS solution. Business Problem: They wanted to be able to handle the incoming traffic from all mediums and have these communications linked into the Microsoft CRM and separate Service CRM No integration between their phone system and their CRM application leading to inefficiencies Did not have any solution to handle the incoming flow from marketing campaigns Business Solution: CCS Q with multimedia features of Call-back in Q, Email Queuing, Web call-back, CCS Chat, CCS Social, CCS Desk and CCS Report with Microsoft CRM integration Able to manage and monitor all communications in and out of their business, therefore finding which marketing campaigns are working Using CCS Chat they can communicate with clients to make bookings and give advice. Automatic routing of communications to the clients account manager.

Customer Case Study Case Study 3 Australian provider of salary packaging solutions. With 6 office in Australia with 100+ employees utilising CCS solution. Business Problem: Receiving over 4,000 calls per month with offices spread across Australia. Couldn’t spread workloads to cope with peak periods or easily add in new users No integration between their phone system and their CRM application leading to inefficiencies Didn’t have the data to plan the business effectively Business Solution: CCS Q, CCS Record, CCS Desk and CCS Report with Microsoft CRM integration Able to handle calls more efficiently and effectively Can easily add agents in any locations to cope with expansion and peaks in demand Are able to monitor and report on call volumes, call statistics, etc. to better plan the business

What does the industries need?