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Voice and Data Collaboration in Customer Care

This document explores the architecture and standards for integrating voice and data collaboration in customer care centers. It emphasizes the universal agent concept and the importance of performance measurements such as Average Speed of Answer (ASA) and predicted wait times. By adopting advanced routing, skill selection, and multiple communication channels including email, chat, and video, organizations can optimize service levels and responsiveness. The text also highlights how existing web applications can be adapted and secured, ensuring efficient and customized interactions in a multimedia customer care environment.

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Voice and Data Collaboration in Customer Care

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  1. Voice and Data Collaboration in Customer Care Architecture and Standards

  2. Universal Agent Internet Customer Care Center voice Customer Care Center Performance Measurements ASA per split / per agent fax video Rules Engine priority routing skills selection e-mail voice chat collaboration

  3. What About Other Media? Transaction Selection Breakthrough Solutions Predicted Wait Time Service Objective Ratio Current Wait Time + Advance Time = 25 Seconds 10 Seconds 35/40 .875 35 Seconds 40 sec 5 Minutes 7200 / 6960 1.03 1 Hour and 55 Minutes 1 Hour: 56 Minutes 2 Hours 10 seconds 30 seconds 40/45 .9 45 sec 40 Seconds Recorded Past Agent Becomes Available Predicted Future Goal: Coordinate Service Level Objectives Across Many Media

  4. ICM Server TCP/IP Router/ Firewall Internet Customer Care Center Comm Server ClientEndpoint CTI CTI & Message Server Internet Web Server Email/Fax Server TCP/IP TCP/IP Agents Firewall DMZ Secure LAN Management

  5. Web Collaboration • Most customer web applications can be adapted to interface with ICM • Use standard HTML/CGI/Servlets (URL encoded parameters) • API provided for applet or application development • Customer can develop their own applets or standalone applications that use API to place or receive calls • Interface with contact router to determine best route, customize routing or collect centralized information about sites

  6. Web Chat • Changes to the User Interface can be made to suit business needs: • font size • color • framed interface • drop down canned responses • button label • aspect ratio • logo

  7. Security • Interface resides outside secure, internal LANs • Allows components to receive data traffic necessary for functionality • Off-loads H.323 voice traffic from internal LANs • Minimizes impact on firewall rules for internal LANs • Uses specific administerable TCP ports • 64 Bit Encryption Between ICM and Applet for text chat and page push • Supports SSL (Secure Socket Layer)

  8. E-Mail • POP3 Compliant • Browser Based Agent Interface • Canned Responses • File Attachments • Auto -Acknowledgement • Subject Line Routing

  9. Common Scripting

  10. Conclusions • Concepts common in conventional customer care centers carry naturally to multimedia sessions. • Careful choices of standards and architecture allow straightforward customization an leverage of existing infrastructure (systems and people).

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