Ｐ age 2 Ｐ age 3 Ｐ age 4 callback queuing networked queuing ct control agent desktop custom...

Ｐ age 2

Ｐ age 3

Ｐ age 4

Callback Queuing

Networked Queuing

CT Control

Agent Desktop

Custom Announce

Web Callback Queuing

Email Queuing

Fax Queuing

Web Chat Queuing Multi-M

ediaMul

ti-M

edia

• Routing Engine• GUI Administrator• Full Reporting Package

• Real-Time Statistics• Built-In Screenpops• Multimedia Display

• Auto-Attendant• Delay / Progress Messages• Caller Query

Integration

IVR Queuing

• Database / Custom Screenpops

• Custom Self-Service Applications

Outdial Queuing• Blended (Power, Preview)

Integration

Ｐ age 5

Alison

Phil

Jackie

Bob

Priority:3

Paul

Peter

Alex

Priority: 4

Jenny Bill

Priority: 5

Ｐ age 6

Click the Agent

button to log in.

Agents can view or change their Agent

Class and select their delivery medium or

media types.

Ｐ age 7

Multiple viewing options are available.

View the status of each agent and the

calls they are taking.

View the details of callers waiting in

queue.

Service levels are

available on a per queue

basis.

Ｐ age 8

Agents know how long the

caller has waited and

their current talk time.

Various call handling options are available

to the agent.

Other agent-based functions such as Worktime, Break,

Call Wrapup and Agent Alerts are available with Desktop.

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.

Ｐ age 9

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

Ｐ age 10

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.

Ｐ age 11

Agents and Supervisors can view statistics for each agent such as

total calls, abandons,average talk time, occupancy %, etc

Ｐ age 12

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.

Ｐ age 13

Ｐ age 14

Delivered to agent

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.

Delay Announcement

You are the next call to be answered.

Delay Announcement

Sales Queue

Calls in Queue

30 secs

105 secs

75 secs

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.

Delay Announcement

Thank you for calling ABC Orders Department.

You are the 4th caller in line.

A representative will be with you shortly.

Delay Announcement

120 secs

120 secs

*

Queue Example

ABC Company

Ｐ age 15

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The template can be custom designed with

information about contact center status, opening hours etc.

Ｐ age 17

Push Web Page URLs, or

paste pre-set text into the

conversation.

Use the tool bar to Transfer and Save Chat

Sessions.

Ｐ age 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.

Complete agent and queue visibility is available in Agent

Desktop for both Email Queuing solutions

Ｐ age 19

Email Queuing Desktop Agents can answer and process all Emails in the one application: Agent

Desktop

Details about the caller and the queue

that the email originated from are displayed when the

email is opened.

Agents can process calls from the main Desktop

Active Calls pane or within the Email itself

Show Call answers and then displays

the call in the Desktop Email view

Ｐ age 20

The template can be custom designed with

information about contact center status, opening hours etc..

Ｐ age 21

The Web Callback history is displayed.

Customer and contact information is

presented to the agent.

A resolution template is available for completion during or after the

call.

Ｐ age 22

Select the type of report you wish to run. Over 200

different types are available.

Use the step by step ‘Wizard’ to build your

Report.

Select the time-frames for the Report using

absolute, relative or custom time-

frames.

Ｐ age 23

Select the agents or group of agents that you wish to include in

the Report.

Ｐ age 24

Select the ‘types’ of calls to be included in the Report.

Ｐ age 25

Select the queues or group of queues to be

included in the Report.

Ｐ age 26

To export Report information, simply Save As a ‘.csv’ file.

Ｐ age 27

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Nombre del Agente

Estado del Agente

Si el agente tiene

llamada muestra

duración de llamada, si

no únicamente tiempo total de conexión

diaria

Ｐ age 30

Nombre del

Agente

Llamada Activa

Estado del Agente

Ｐ age 31

Indicadores

Agente Desconectado

Agente Conectado

Tiempo de Trabajo

Break

Ｐ age 32

Total de correos

Abandonados

Nivel de Servicio de

Correos

Agentes Conectados

Agentes Disponibles

Agentes en Break

Nivel de Servicio de Llamadas

Total de Llamadas

Abandonadas

Llamada en Cola

Total de Correos en

Cola por segmentó

Ｐ age 33

Ｐ age 34

Encore es un sistema que provee grabación de llamadas de voz y datos y administración del desempeño de los agentes. Con Encore en su contact center usted puede monitorear, registrar, revisar, evaluar, organizar y catalogar las grabaciones de voz y datos en una herramienta simple basada en Windows.

Ningún otro sistema combina tantas funciones como flexibilidad en una solución compacta, robusta y accesible.

La solución de Encore consiste en la grabación de llamadas y adicionalmente:

*Screen Recording integrado con grabación de voz*CenterPlus™ agrega monitoreo integrado, evaluación, reportes, y herraminetas de entrenamiento.*Portfolio™ integra evaluaciones de los agentes y datos para la generación de reportes que informan de la historia real dentro del call center.

Ｐ age 35

OptionalWeb Server

Data ServiceSource

Database

Disk Array

Encore Data Server

Encore VoIP Recording Server

Recording Engine

Disk Array

VLAN

VoIPNetwork

Card

TCP/IP, LAN/WAN

T1/PRI or Analog

Disk Array

Encore Recording Server

Recording Engine

TelephonyCards

ArchiveDevice

SupervisorsAgents

Screen Recording(optional)

IP Phone

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Digital Telephone

Analog Telephone

Ｐ age 36

EJEMPLO DE CONEXION PARA UNA SOLUCION PARA LA GRABACION DE 100 POSICIONES VOIP Y SCREEN RECORDER

Ｐ age 37

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

Ｐ age 38

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.

Ｐ age 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

Ｐ age 40

Open Discussion

Thank You

Questions?