1. CCS Suite

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

4. 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

5. CCS Q Multi-Media Social Network Full IP Inbound CC suite
Call
SMS
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

6. 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

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

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

9. 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

10. 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 !

11. 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

12. 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

13. 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

14. 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

15. 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

16. QUESTION?

17. 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
Twitter
Web Chat
Tele-Marketing
Campaign
Sales
Service
Social Media
Sales callback in queue
Service callback in queue
Sales & Service queue overflows

18. CCS Q – Callback Management

19. 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

20. CCS Q – Inbound Email Queue Management

21. CCS Q – Inbound Email Queue Management
Supported inbound 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 address and client application.
CCS Desk agents must be configured with the correct addresses.
SMTP Server available to forward the to agents.
SMTP Server must accept basic text authentication.

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

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

24. CCS Q – Social Media Integration

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

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

27. CCS Q – Web Callback Management

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

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

30. CCS Q – Web Chat Management

31. 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

32. CCS Q – SMS Management

33. CCS Q – SMS Management

34. QUESTION?

35. 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.

36. 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

37. 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

38. 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

39. 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

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

41. 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

42. CCS Q + CCS Call

43. QUESTION?

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

45. CCS IVR Script Designer

46. CCS Q + CCS IVR

47. CCS Call + CCS IVR

48. 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

49. CCS Record – Analog Trunk

50. CCS Record – ISDN BRI trunk

51. CCS Record – ISDN PRI trunk

52. CCS Record – SIP trunk
Port Mirroring switches required

53. 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.

54. QUESTION?

55. CCS Architecture – Single Site, Single Server

56. CCS Architecture – Single Site, Multiple Servers

57. CCS Architecture – Multi Site

58. QUESTION?

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

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

61. 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

62. Microsoft Lync integration

63. Microsoft Outlook Calendar integration

64. QUESTION?

65. 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.

66. 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, 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.

67. 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

68. What does the industries need?