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CCS Suite

CCS Suite. 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

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CCS Suite

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  1. CCS Suite

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

  3. 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

  4. CCS Q • Social Network • Facebook • Twitter • Multi-Media • Call • SMS • Email • Fax • Web Chat • Web Call-back • Call back in queue • 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

  5. 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

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

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

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

  9. 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 L2 Skill L3 Skill L1 BUSY ! BUSY ! BUSY ! BUSY !

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

  11. SCENARIOS – CRM LOOKUP CCS Q CRM Inbound Call 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 !

  12. 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

  13. Process new cc plan 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 Enter Call-Flow Designer and select new plan – 2 simple questions askeda) How many Queues B) How many Agents Import the customer Announcement audio files to the Call-Flow Designer Refine any additional Report requirements Customise Dashboards to Requirements Test Customer to create audio files for Announcements for Queues and Auto Attendants in defined format Import the completed Spreadsheets to the Call-Flow Designer Complete

  14. 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

  15. QUESTION?

  16. CCS Q Web Call-back Fax Facebook 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 WebChat Tele-Marketing Campaign Sales Service Social Media Sales callback in queue Service callback in queue Sales & Service queue overflows

  17. CCS Q – Callback Management

  18. 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

  19. CCS Q – Inbound Email Queue Management

  20. 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.

  21. 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.

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

  23. CCS Q – Social Media Integration

  24. 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.

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

  26. CCS Q – Web Callback Management

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

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

  29. CCS Q – Web Chat Management

  30. 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

  31. CCS Q – SMS Management

  32. CCS Q – SMS Management

  33. QUESTION?

  34. Evolution of Outbound Dialing Pen & Paper Computerized CCS Call Campaign Management System • 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. • 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.

  35. 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

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

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

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

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

  40. 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

  41. CCS Q + CCS Call

  42. QUESTION?

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

  44. CCS IVR Script Designer

  45. CCS Q + CCS IVR

  46. CCS Call + CCS IVR

  47. 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

  48. CCS Record – Analog Trunk

  49. CCS Record – ISDN BRI trunk

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