openscape contact center agile v8 - comtel · 2020. 8. 5. · february 2010 openscape contact...

Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG

February 2010

OpenScape Contact CenterAgile V8Bringing Customer SatisfactionWithin Reach

Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG


February 2010

Agenda

Introducing OpenScape Contact Center AgileBusiness Value SummaryAgent DesktopPresence and CollaborationManager DesktopIntegrated Email and CallbackIntelligent Group-Based RoutingSupported Environments


February 2010

Introducing OpenScape Contact Center Agile

Is your company offering voice and email interaction channels to your customers?

Are you looking for ways to increase productivity in contact handling?

Do you want to leverage employee knowledge beyond the contact center to improve customer satisfaction?

Are you looking for an integrated solutionbut without the complexity?


February 2010

Introducing OpenScape Contact Center Agile

Intelligent group-based integrated voice and email routing for small to mid-size contact centersUp to 100 active agents (including remote and distributed)Next generation visualization tools for enhanced contact center managementIntuitive agent desktops for improved productivityInnovative presence and collaboration tools to help agents achieve first contact resolutionSoftware-only solution that fits easily within your IT infrastructureSeamless upgrade to OpenScape Contact Center Enterprise for investment protection

Agile


February 2010Page 5

June 10

Business Value Summary



February 2010


Easy to Implement and MaintainStreamlined installation wizards with built in configuration validationEasy-to-learn, intuitive Agent, Supervisor, Manager, and Administrator Desktops require less training and faster start-upImplement your contact center solution in days, not weeks or months


February 2010


A modular software solution that easily evolves with your changing needsFlexibly grow your contact center up to 100 active agentsStart with one media then easily add new media when you are ready:

VoiceEmailCallback Web Collaboration


February 2010


Designed for Growth and EvolutionFlexible Deployment Options:

Traditional (TDM)Hybrid (TDM-IP)Pure IP telephonyDeploy individual IP agents where neededEvolve to a completely IP-enabled contact center

Cross platform support with one application base


February 2010


Evolve your contact center to meet your business needsSeamless upgrade path to OpenScape Contact Center Enterprise:

Increased agent capacity to 1500 active usersSkills-based routingWeb CollaborationMulti-Site NetworkingCRM Ready Integrations and SDK toolkit

Agile Enterprise


February 2010Page 10

June 10

Agent Desktop



February 2010

Leadership in User Experience – Agent Desktop

Fully blended Agent Desktop for handling voice, email and callback interactions Highly intuitive and visual user interface for efficient and effective interaction handlingFlexible and customizable application desktops for enhanced usabilityMulti-language support with changes “on the fly”

EnglishGermanSpanishFrenchItalianBrazilian Portuguese


February 2010

Agent Desktop – Contact Handling

Intuitive, blended desktop for multimedia contact handling (voice, email, callback)Easy-to-use softphone and agent state controls Real-time screen pop of contact information and customer data for all mediaOne-click access to previous interactions via the Contact Log


February 2010

Agent Desktop – Voice Contact Handling

Intuitive softphone to streamline voice interaction handlingScreen-pop with contact details and customer data synchronized with each incoming callDirectory tab with data from an LDAP directory lookupConvenient access to Wrap-up reason codes that can be tracked and reported on


February 2010

Streamlined Multimedia Contact Handling – Email

Intuitive blended desktop for handling email contactsScreen-pop with sender and contact details synchronized with each incoming emailDirectory tab with data from an LDAP directory lookupConvenient access to Wrap-up reason codes


February 2010

Streamlined Multimedia Contact Handling – Email

Internal and external email forwarding and consultationAuto-suggest templates libraryThread history for email interactionsAdditional “Client Search”functionalityEmail history helps agents understand the sequence of interactions leading to a satisfactory resolution


February 2010

Agent Desktop – Handling Callbacks

Allow customers to request a callback via automated attendant or from the webCustomer callback requests are part of the call queue processing flowAutomatically call the customer back if they abandon while waiting in queueIntegrated preview dialerCallbacks routed by matching agent qualifications and availability with call requirementsBlended inbound/outbound queue helps improveagent utilization


February 2010

Agent Performance Feedback

Agent StatisticsEmpowering real-time personal performance statistics streamed to the agent’s desktopAdherence and personal performance statistics ensure business targets and metrics are visibleContinuous feedback enhances Agent satisfaction and enables self management



June 10

Presence and Collaboration



February 2010

The Agent Can’t Always Do It Alone

“… agents rely onassistance from othersto resolve more than 25%

of difficult, sensitive or urgent customer calls… “

Source: Siemens Communications / CRMxChange Survey, 2006

Customer Caller Supervisor

State:available

Manager / Knowledge Worker

State:unavailable

States:available

talkingworking

Subject Matter Experts

Contact Center Agent


February 2010

Leveraging the Knowledge and Expertise of the Extended Enterprise

Contact CenterAgents

Enterprise Users / Knowledge Workers

Distributed / Remote Agents

VoiceCollaboration

Email Collaboration

Voice over WLANCollaboration

Voice Collaboration

Allows users to view real-time availability, communicate and collaborate with team members across the enterprise, regardless of location or media


February 2010

Presence and Collaboration

Give agents the ability to “see”who is available to help resolve a customer issue in real-timeLeverage the knowledge and expertise across the company to provide higher value interactionsIncrease first contact resolution, productivity and customer satisfaction

(((


February 2010

Agent/Expert Presence and Collaboration

Visually monitor the immediate presence and availability of users across voice and email mediaView user presence status within an LDAP directory searchInstantly identify who is available to accept a call transfer or assist in a call or email interaction“One-click to communicate” makes collaboration fast and easy across the company

Processing Email

Talking(((

Available

Unavailable

Working

Logged off


February 2010

Team List and Team Bar

Users can be sorted and viewed by job role, department, group or nameSelect user for collaboration based on area of expertise or readiness to communicateAvoid unnecessary callbacks, re-queues, blind transfers or transfers to voicemail


February 2010

Speed List and Speed Bar

Fast and easy retrieval of contact information for frequent internal and external contacts Up to 100 entries in the Speed ListAdd entries from an LDAP Directory to the Speed List with just a mouse clickOne click to communicate via phone or email


February 2010

LDAP Directory Integration

Access to unlimited data from your LDAP directoryConvenient search functionalityAdd directory entries to the Speed List / Speed BarReturns snapshot presence for immediate collaborationMultimedia productivity beyond the boundaries of the contact center



June 10

Manager Desktop



February 2010

OpenScape Contact Center Agile Manager Desktop

An intuitive Management interface with the tools to effectively manage your Contact Center

Administration CenterBroadcast CenterDesign CenterReport CenterTelephony Center


February 2010

Manager Desktop – Administration Center

Truly unified desktop for all system administration functionsDefine and administer users and groups, with the ability to update the profile for multiple usersMake changes “on-the-fly”Easily manage user profiles and permissions with ultimate flexibility and security


February 2010

Manager Desktop – Broadcast Center

Easy point-and-click setup for rules-based Wallboard and Broadcaster “ticker tape” outputSend real-time statistics and performance data for all media directly to wallboards and user desktops, or project onto a plasma display from a user's PCConfigure rules-based thresholds to alert agents of changes in important operational conditions


February 2010

Manager Desktop – Design Center

Unique, graphical Design Center with visual, workflow-style toolsEasy-to-use single point of design for all routing strategies and contact processing flows:

VoiceEmail


February 2010

OpenScape Contact Center Call DirectorIntegrated IVR

Fully integrated into the Design Center workflowAuto-answer, greetings, intelligent messages and announcements Menus and caller navigation for “automated pre-routing”Digit collection and related screen popExternal open database ODBC read / write accessCustom components to execute virtually any routine or external applicationDynamic, multi-formatNumbers-to-Speech playback


February 2010

Manager DesktopEmail Routing and Queue Processing

Unified routing engine to categorize, route and queue email interactionsVisual, workflow-style interface to define routing strategies and queue processing flowsEmail categorizations based on content analysis of subject line and body textAuto-acknowledgement, auto-response and auto-suggest in HTML and plain text formatEnables closed loop tracking


February 2010

Manager Desktop – Callback

Use intelligent group-based routing to match callbacks with the best qualified available agentBlend inbound calls and callbacks to improve agent utilizationMultiple callback queues for different types of callback interactions Intuitive interface for agent defined callbacks to ensure follow-upEnable the customer to request a callback as part of a routing strategy or while waiting in queueAutomate defining callbacks for customer calls abandoned in queueWeb interface for customer requested callbacks


February 2010

Manager DesktopMicrosoft Dynamics CRM Integration

Microsoft Dynamics CRM integration out-of-the-box

Easy to implement screen-pop functionality using a fully integrated component in Design CenterIdentify and retrieve customer record based on ANI or inputted digitsPush screen-pop to agent desktop synchronized with each incoming call


February 2010

Manager Desktop – Report Center

“Point-and-click” to define and view a virtually unlimited number of reports

Real-time and cumulative views, alerts and notificationsGraphical and tabular historical reports Blended media or media-specific

Integrated trend analysis and projection


February 2010


Real-Time and Cumulative ViewsSimultaneously view up to four real-time and cumulative reportsEnhance management decision making with a built in analytic model for trend analysis and projectionDefine audio and visual threshold alerts when operational metrics are exceededSpecify multiple views for fast and easy access


February 2010


Historical ReportsCreate historical reports in flexible graphical and tabular formatsOutput reports for on-screen display, E-mailing, printing, or export to various file formats (Excel, HTML, Text, PDF)Use the report scheduler to automatically run reports on a daily, weekly or monthly basis


February 2010


Activity ReportsEasy-to-use interface for defining and running detailed activity reportsExamine the step-by-step progression of any incoming contactReview the activities of any user for a specified time periodReport on scheduled callbacks



June 10

Integrated Email and Callback



February 2010

Integrated Email and Callback

Improve customer satisfaction and accessibility by offering a choice of communication channelsOptimize agent productivity with a common user interface for all mediaIncrease management productivity with cross-media administration, views and reportingLeverage one common routing engine and management interface for voice, email and callback interactions


February 2010

Integrated Email

Route customer emails into your contact center to agents with the skills to handle emailsOptimize agent productivity with a common user interface for voice and email interactionsIncrease management productivity with common tools to handle emails like any other mediaLeverage familiar contact center framework and tools for both voice and email


February 2010

Integrated Callback

Scheduled customer callbacks to improve customer satisfactionBlend inbound and outbound voice interactions to optimize agent utilizationGive the customer the option of requesting a callback instead of waiting in queue Offer your customers a web callback interface for creating callback requests that fit their scheduleIn case of longer wait times, create callbacks on abandon in queue to ensure follow up



June 10

Intelligent Group-Based Routing



February 2010

Group-based Routing – Agents in a Single Group

Agent can be assigned to up to 50 different groupsSimple but efficient distribution of voice calls and emailsWait times reduced for your customers through assigned overflow groupsEasily aligns with existing organizational structures in your environment

Tom

Jenny

Liz

Jack

Anna

Betty


February 2010

Group-based Routing – Agents in Multiple Groups

Agents can belong to up to 10 different groups at onceBetter leverages agents with multiple capabilitiesOptimizes distribution of voice calls and emails among capable agents within a groupMaximizes agent utilization and capabilitiesCan be combined with overflow groups to further reduce wait times

Tom

Jenny

Liz Theo

Jack

Anna

Beth

Ron

Billing

Service

Sue

Gerald



June 10

Supported Environments



February 2010

Pre-Integrations and Interfaces

OpenScape Contact Center Agile is pre-integrated with:XML interface for Workforce Optimization(e.g. Verint - Blue Pumpkin)Interalia XMU + and SBX DevicesSpectrum Wallboards

Standard interfaces for:LDAP Directories Screen pop API3rd party IVR API (HPRI)Read/write to ODBC compliant external databases


February 2010

Supported Communication PlatformsSoftware and Hardware

Communication Platforms:HiPath 3000 V7, V8

Server Software: Windows Server 2008 Standard Edition with SP2Windows Server 2008 Enterprise Edition with SP2Windows Server 2003 R2 Standard Edition with SP2Windows Server 2003 R2 Enterprise Edition with SP2Windows Server 2003 Standard Edition with SP2Windows Server 2003 Enterprise Edition with SP2

Server Hardware:Minimum: Intel Xeon 3065, 2 GB RAM, 160 GB HD

Client Software:Windows 7 Professional/Enterprise EditionWindows Vista™ Business/Enterprise Edition (SP1 or later)Windows XP Professional Edition (SP3 or later)


February 2010

Supported Agent/Supervisor Devices and Clients

OpenScape Contact Center Agile supports the following devices and soft clients:

optiPoint 410 family



optiClient 130


February 2010

You can right now!

openscape contact center agile v8 - comtel · 2020. 8. 5. · february 2010 openscape contact...

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