UCBCONTACT.CENTERMULTIMEDIA - Custom Contact Center Solutions for Efficient Communication

1. UCBEnterprise Communications Solution INGENIERIA AVANZADA S.A.

2. AplicacionesUCBCONTACT CENTERMULTIMEDIA

3. UCB-UC for Business SolutionsMultimedia Contact Center

4. Custom Self-Service Applications IVR Queuing Integration • Database / Custom Screenpops Integration Outdial Queuing • Blended (Power, Preview) Web Chat Queuing Fax Queuing Multi-Media Multi-Media Email Queuing Web Callback Queuing UC for Business Contact Center Modules Networked Queuing • Auto-Attendant • Delay / Progress Messages • Caller Query Callback Queuing Custom Announce • Real-Time Statistics • Built-In Screenpops • Multimedia Display Agent Desktop • Routing Engine • GUI Administrator • Full Reporting Package CT Control

5. Priority:3 Priority: 4 Priority: 5 Alison Jenny Bill Paul Peter Phil Alex 30 seconds Jackie 60 seconds Bob Skills-based Routing Expanded up to X 99

6. Agent Login Via Desktop Click the Agent button to log in. Agents can view or change their Agent Class and select their delivery medium or media types.

7. Real-time Information with Desktop View the status of each agent and the calls they are taking. Service levels are available on a per queue basis. Multiple viewing options are available. View the details of callers waiting in queue.

8. Agent Desktop Screenpop Other agent-based functions such as Worktime, Break, Call Wrapup and Agent Alerts are available with Desktop. Various call handling options are available to the agent. CLI, caller name, associated notes & any information keyed in by the caller while they waited in the queue are screenpopped to the agent as the call arrives. Agents know how long the caller has waited and their current talk time.

9. Desktop Wrapup Templates Information about each call can be collected with manual or forced Wrapup templates presented to the agent during or after each call. To enter information during the call select the Wrapup button

10. Select Break Options with Desktop To take a break, just click the coffee mug button… Or click the drop-down and select a reason. This information is then displayed in Desktop for all agents and supervisors to view.

11. Real-time Agent Statistics Agents and Supervisors can view statistics for each agent such as total calls, abandons,average talk time, occupancy %, etc

12. Desktop Queue and Agent Alerts If queued call wait time or agent availability fail to meet the contact center’s operating parameters, a visual and/or audible alert is given.

13. Custom Announce

14. * Announcements in Queue ABC Company Queue Example Delay Announcement Delay Announcement Delay Announcement If you prefer, you may Fax or Email your orders. Please ask your representative for more details. You are the 2nd caller in line. We apologize for the delay. Sales Queue Thank you for calling ABC Orders Department. You are the 4th caller in line. A representative will be with you shortly. If you would like to leave a Callback message, please press the star key any time during this message. You are the 3rd caller in line. Calls in Queue 30 secs 75 secs 120 secs 105 secs 120 secs Delivered to agent Delay Announcement You are the next call to be answered.

15. Multimedia Modules

16. Web Chat Template The template can be custom designed with information about contact center status, opening hours etc.

17. Web Chat Agent View Use the tool bar to Transfer and Save Chat Sessions. Push Web Page URLs, or paste pre-set text into the conversation.

18. Agents can view the details of the email they are responding to including subject and sender, and whether there is an attachment. Agents be configured to handle multiple emails if required. Display emails waiting for a response and agents logged into the Email Queue. View Emails waiting Complete agent and queue visibility is available in Agent Desktop for both Email Queuing solutions

19. Email in Agent Desktop Email Queuing Desktop Agents can answer and process all Emails in the one application: Agent Desktop Show Call answers and then displays the call in the Desktop Email view Agents can process calls from the main Desktop Active Calls pane or within the Email itself Details about the caller and the queue that the email originated from are displayed when the email is opened.

20. Web Callback Queuing The template can be custom designed with information about contact center status, opening hours etc..

21. Web Callback Screenpop Customer and contact information is presented to the agent. A resolution template is available for completion during or after the call. The Web Callback history is displayed.

22. Reports – Building a New Report Use the step by step ‘Wizard’ to build your Report. Select the type of report you wish to run. Over 200 different types are available. Select the time-frames for the Report using absolute, relative or custom time-frames.

23. Reports – Selecting Parameters Select the agents or group of agents that you wish to include in the Report.

24. Reports – Selecting Parameters Select the ‘types’ of calls to be included in the Report.

25. Reports – Selecting Parameters Select the queues or group of queues to be included in the Report.

26. Reports - Output To export Report information, simply Save As a ‘.csv’ file.

27. Snapshot (Real Time Statistics)

28. Snapshot Corporativo zona 4

29. Estado del Agente Nombre del Agente Si el agente tiene llamada muestra duración de llamada, si no únicamente tiempo total de conexión diaria

30. Estado del Agente Nombre del Agente Llamada Activa

31. Indicadores Agente Desconectado Agente Conectado Tiempo de Trabajo Break

32. Total de correos Abandonados Total de Llamadas Abandonadas Total de Correos en Cola por segmentó Llamada en Cola Nivel de Servicio de Correos Nivel de Servicio de Llamadas Agentes Conectados Agentes Disponibles Agentes en Break

33. AplicacionesENCOREGRABADOR DE CONVERSACIONES

34. Encore Encore es un sistemaqueproveegrabación de llamadas de voz y datos y administración del desempeño de los agentes. Con Encore en su contact center ustedpuedemonitorear, registrar, revisar, evaluar, organizar y catalogarlasgrabaciones de voz y datos en unaherramienta simple basada en Windows. Ningúnotrosistemacombinatantasfuncionescomoflexibilidad en unasolucióncompacta, robusta y accesible. La solución de Encore consiste en la grabación de llamadas y adicionalmente: *Screen Recording integrado con grabación de voz *CenterPlus™ agregamonitoreointegrado, evaluación, reportes, y herraminetas de entrenamiento. *Portfolio™ integraevaluaciones de los agentes y datospara la generación de reportesqueinforman de la historia real dentro del call center.

35. Architecture Overview

36. VoIP (Station Side) Audio • EJEMPLO DE CONEXION PARA UNA SOLUCION PARA LA GRABACION DE 100 POSICIONES VOIP Y SCREEN RECORDER

37. Funciones – Filtro de Búsqueda • Búsqueda fácil en la localización y reproducción de las grabaciones. El filtro incluye búsqueda por rango de fechas, grabaciones de hoy, de ayer, por duración, por número de caller id, por DNIS, por extensión, por puerto, por Agent Log ID, por el nombre de Agente. Incluso pueden crearse criterios de búsqueda personalizados y salvarlos para uso futuro

38. CenterPlusQualityEvaluations • Tarjeta de Evaluación por Agente. Los Supervisores pueden diseñar y modificar las tarjetas de evaluación de clientes para incluir las preguntas y estadísticas sobre lo que desean evaluar a los agentes.

39. Reproducción de voz y video sincronizado Soporta combinación de archivos de audio y video cuando se salva o se envía por email Graba toda la actividad de la pantalla Graba los Websites visitados Graba las Aplicaciones usadas Graba lo typeado Graba los Email messages Evaluación del Agente Integrado Soporta múltiple monitoreo Screen Recording Features

40. Open Discussion Thank You Questions?