1. Virtual Office Queueing and Virtual Contact Center for: Strategic Account Manager: Sales Engineer: Bob Kundra

2. Call Center Discovery Questions
Answers:
Do You Currently Have a Call Center?
Call Center (Formal or Informal)?
How Many Agents and Supervisors?
Is the Call Center an Integral Part of the PBX?
Do Agents Need to Receive Non-Call Center Calls?
Tracking Agent Performance?
Traffic Volume?
Skills Based Routing Needs?
Queue Prioritization Needs?
Real Time Monitoring Needs?
Historical Reporting Needs?
Data Collection Needs in IVR?
Agents Use Computer Interface at All Times?
Recording/Playback Needs?
CRM Integration Needs?
API Needs?
Routing Other Media Needs (Chat, )?
Wallboard Needs?
Outbound Dialer Needs?

3. Virtual Office (VO) Virtual Office Customers Account Manager (AM)
Public Telephone Network
Browser Interface to VO Analytics
Ideal for Small, Informal Queue Group Within Phone System with Very Simple Queuing and Reporting Requirements
Virtual Office
Browser Interface to VO Admin
Automated Attendant (optional)
Account Manager (AM)
VO Queuing
Queue Group Members
Other Extension Users

4. Virtual Contact Center (VCC)
Customers
Public Telephone Network
Browser Interface to VCC Analytics
Ideal for Larger, Formal, Contact Center, with Agents and Supervisors (Extensive Monitoring, Reporting, Recording Requirements) and Typically Siloed
Virtual Contact Center
Browser Interface to VCC Admin
IVR Scripting
Configuration Manager (CM)
Skills Based Routing
Agent Graphical User Interface (AGUI)
Overlay Technology: Can be Used with Any Phone with Direct Dial
Browser Based GUI
Agents/Supervisors

5. Virtual Contact Center (VCC)
Virtual Office (VO)
Virtual Contact Center (VCC)
Customers
Ideal for Small, Informal Queue Group Within Phone System with Very Simple Queuing and Reporting Requirements
Ideal for Larger, Formal, Contact Center, with Agents and Supervisors (Extensive Monitoring, Reporting, Recording Requirements) and Typically Siloed
Customers
Public Telephone Network
Public Telephone Network
Browser Interface to VO Analytics
Browser Interface to VCC Analytics
Virtual Office
Virtual Contact Center
Browser Interface to VCC Admin
Browser Interface to VO Admin
Automated Attendant (optional)
IVR Scripting
Account Manager (AM)
Configuration Manager (CM)
VO Queuing
Skills Based Routing
Overlay Technology Can be Used with Any Phone with Direct Dial
Agent Graphical User Interface (AGUI)
Browser Based GUI
Queue Group Members
Other Extension Users
Agents/Supervisors

6. Inbound Automatic Answering
Item
Virtual Office (VO) (PBX) (Call Queueing)
Virtual Contact Center (VCC)
System Design
Type of Call Center
Informal (Agents Not "Tied" to a Seat)
Formal (Agents Must Use Computer for Call Control)
Ideal for
Small Call Center as Part of the Phone System
Larger Contact Center, Functionally Separated from PBX Users
Queuing is Part of PBX Phone System
Yes, Queuing Functions as Integral Part of PBX
Virtual Contact Center is Separate Switching System from PBX
Agents Have Extension Numbers
Yes No
Basic Call Flow Between Systems
Call Flow
Based on
Extension
Agent
Incoming Calls
From Public Telephone Network (PSTN) or Internal Extensions
From PSTN Only
Outgoing Calls
To PSTN or Internal Extensions
To PSTN Only
Answering Incoming PSTN, DID or Extension Call from VO
Automatically Busy for Queued Call Distribution
Agent Must Logout of VCC
Users Typically Have Voice Mail
Agent Auto Logout if Ring no Answer
Inbound Automatic Answering
Dial Queue Desired
Dial Extension Numbers
Dial Company Directory
Collect Multiple DTMF Digits and Follow Advanced Routing Rules
Call Queuing
Maximum Number of Calls in a Queue 20
Two Calls per Agent Seat and Can Purchase Unlimited More
Maximum Number of Agents in a Queue 10
Unlimited
Call Distribution Methodology
Round Robin (Two Tier)
Based on Agent Skill Level
Que Prioritization

7. Administration Interface
Item
Virtual Office (VO) (PBX) (Call Queueing)
Virtual Contact Center (VCC)
Agents
Handle Calls without Computer Involvement
Yes No
Answer Calls
Phone
Control Calls
Computer Agent Graphical User Interface (AGUI)
Initiate Calls
Computer AGUI
Login/Logout
Must Login/Logout
Wrap up
5 -60 Seconds
Any Time
Supervisors
Agent Visibility
VO Analytics Workgroup
Barge Whisper Monitor
Administration Interface
Methodology
Part of Phone System (Account Manager)
VCC Configuration Manager, Not Part of PBX
Historical Reporting
Access
Account Manager and (Optional) VO Analytics
Computer AGUI with Optional VCC Analytics
Type
Limited
Extensive (38 Templates)
Agent Reports
Extension Reports
Real Time Reporting
Accessed Using
VO Analytics Workgroup Interface
Calls Waiting in Queue
Yes, One Queue at at Time
Yes, All
Recording
Retention/Management
No Retention Time Limit, 1Gb Included with VO Pro, Overage Charges
Optional Days (10, 40, 100, 400, Custom)
Search Method
Limited, Extension Number, Date Range Using AM
Agent Name and Many Other Parameters Using AGUI
Playback Method
Account Manager, Download, limited Information
Computer AGUI, Auto Download
per User Option (Part of VO Pro)
Optional (Based on Retention Period)

8. Multimedia and Other Advanced Features
Item
Virtual Office (VO) (PBX) (Call Queueing)
Virtual Contact Center (VCC)
CRM Integration
Basic Screen Pop
SalesForce, Netsuite, Others
Transaction Details Flow to CRM
Limited
Extensive
APIs for Custom Development No
Yes
Cost
Inbound Calling
No Cost for Inbound VO Calls
per Minute Charge
Outbound Calling
No Cost for Unlimited VO Users
Agent License
No Cost Above Standard VO Phone User
Cost per Concurrent/Named Agent Seat
Call Queues
Packages of six (option)
Included
Barge Whisper Monitor
per User Option
Multimedia and Other Advanced Features
Chat
Voice Mail
Call Back Virtual Queuing
Wallboards
Preview Dialer

9. VCC Agent Using VO Phone
Customers
8x8 Voice Network
Public Telephone Network
VCC Reporting
Virtual Office
Virtual Contact Center
IVR Scripting
Agent Graphical User Interface (AGUI)
Skills Based Routing
Browser Based GUI
Agent on VO Phone

10. VCC and VO Combination Virtual Office Customers Customers
Customers Calling
Main PBX Number and Choosing “Contact Center” in AA
Customers
Public Telephone Network
Customers Calling
Main Contact Center Number
Public Telephone Network
Customers Calling
Extension’s DID Number
VCC Reporting
VCC Recording
Automated Attendant (AA)
8x8 Voice Network
Virtual Office
Virtual Contact Center
VCC Supervisors
Codes (Status, Unavailable, Reason)
IVR Scripting
Agent Graphical User Interface (AGUI)
Skills Based Routing
Agent Manages Login/Logout if Taking DID/Extension Call
Browser Based GUI
Agent on VO Phone

11. Thank You