SOFT PANEL MANAGER PRODUCT OVERVIEW

Transcription

1 PRODUCT OVERVIEW March 2017 update 1

2 Whether you have a contact center or another type of business, offer your managers, supervisors, employees and agents reliable data for: Optimized contact center efficiency Correct strategies rapidly Focused customer service 2

3 KEY VALUES REALTIME MONITORING DISPLAY OPERATIONS Adapt your business strategy according to Realtime monitoring Support several types of display device for sharing data with employees easy to deploy manage and configure 3

4 KEY VALUES Display Contact Center Statistics, IVR Statistics, CRM Statistics Display Business Information, Critical Information System Data, any key information Use a Wall Board Solution as a Communication media to their employees Support several types of display device Simplicity in design views Easy to deploy, manage and configure Full software solution 4

5 SOLUTION OVERVIEW Software solution for real-time statistic display on wallboards for Alcatel-Lucent Enterprise Contact Centers for any Business activity that needs to display business indicators Three logical components real-time data capturing data coming from contact center statistic interface data coming from customer Information System data processing data computation, rendering, format data display data push to the displays (TV screen, LED display, Agent Desktop) 5

6 Business Data Interface SOFT PANEL MANAGER ARCHITECTURE OVERVIEW Get data (WS SOAP) LED Wallboards TV Screens Individual PC Screen Business DataBase Soft Panel Server RTI Connector OmniGenesys Interface OTCS Connector Push data (Rest API) OTCC-SE GIS OTCS 6

7 REALTIME DATA CAPTURE OmniTouch CC Standard Edition - Main real-time statistics processed by CCS are accessible from Soft Panel Manager - Interface through RTI Connector which communicates with the CCS installed on the system. - Each time a statistic is updated, the Soft Panel Manager Server is notified by the RTI Connector. OmniTouch Customer Service - Statistic can be manually defined by selecting an object type and a particular metric. - A request is sent to OTCS at a fixed period to get the value of this stat (polling) Genesys - Statistic to be retrieved are manually defined. - The Soft Panel Manager gets notified by the Genesys Solution on each stat update via a web service (Genesys GIS component). 7

8 REALTIME DATA CAPTURE Business Data from Customer Back-End System - Soft Panel Manager is ready to get and display data coming from third party systems - Rest API (software industry standard interface) - 100% of the customers who implemented the Business Data Interface did it by themselves - java source code template provided - correlation between telephony and business statistics/data - KPIs display in real-time (eg: number of contract signed / received calls) - better efficiency metrics - any business metrics display - stock in the warehouse, - business applications states, data network state, - alarms states, alarm display on map, - any metric or information Customer want to display. 8

9 DATA PROCESSING Several treatments can be applied on captured data Computation on retrieved statistics and business data - mathematical functions (all java native mathematical function) Example: number contract signed / number of calls handled - number conversions, hour and date formats Alarms creation View triggered on a Panel when alarm criteria is reached. - Example : number of calls greater than 100 calls, then display the group statistic view, - Example : global campus map is displayed on plasma screen, zoom on a specific area if a fire incident is triggered (Business Data interface) sent when alarm criteria is reached Sound played on Client side when alarm criteria is reached 9

10 DISPLAY DEVICE Once data are processed, they can be displayed on different display target LED Wallboards (IP interface) - Alcatel-Lucent reference TV screens/video projector - The requirement is to get Firefox 28 (at least) web browser running on a PC connected to the screen Desktop LED Wallboard emulator - software emulating on a PC a LED Wallboard - target is for individual or remote display 10

11 LED WALLBOARD DISPLAY LED wallboards can display textual areas defined and managed in the Soft Panel Manager. A wallboard is defined by any number of rotating and schedulable sequence Each sequence is composed by several views. Each view can contain: Processed data Special fields Free text Wallboards content is managed by the Supervisor. 11

12 TV SCREENS/ VIDEO PROJECTOR Statistics display is fully customizable on TV screens/video Projector View creation through Web Interface (pure HTML interface) Graphical widgets to compose the views View copy to simplify the views duplication Background is easy to manage/import Message and views scheduling and display 12

13 WIDGETS FOR TV SCREENS/ VIDEO PROJECTOR Miscellaneous Widgets are available to compose the views 3D/2D bar chart (horizontal, vertical) widget, Line chart widget (a 1H to 24H history is kept for any metric used in line chart widget) Pie chart widget, Textual areas widget (text message, textual Business Data) Circular gauge widget Horizontal gauge widget Table widget HTML area widget (display any URL, including flash web site) Barometer widget (image changing according threshold) Agent widget (Standard Edition only) Smart Table Widget Image widget Time widget 13

14 DESKTOP WALLBOARD Statistics display up to the agent seat/computer same feature than the LED wallboard, LED wallboard emulation remote worker, complex room configuration, spread agent location, Real time metrics delivered on agent desktop Messaging to agent desktop sent by supervisors Real-time information colors can change depending on value Multicolor, multi-line display, transparency Display managed through Soft Panel Manager Interface 14

15 RELEASE 6.6 ECOSYSTEM COMPLIANCE SOFT PANEL SERVER Windows 2007 x64, Windows Server 2008 R2 x64 or 2012 x64 SOFT PANEL CLIENT SERVER PLATFORM Firefox 28.x, Chrome 48, IE 11 (*) Java SE 6 (only for Desktop Wallboard) Dual Core 2.4 GHz processor, 4GB, 50 GB free space ALE PRODUCTS 3 rd PARTY PRODUCTS OTCC-SE : from CCS OTCS : from Release 8.2 Update 488 Genesys Integration Server > 7.2 (*) minimum release level 15

16 PRICING MODEL Soft Panel Manager up to 30 connections Soft Panel Manager with 5 connections Soft Panel Manager Additional Connections from 5 to 30 Soft Panel Manager Over 30 connections Soft Panel Manager with 5 connections Soft Panel Manager Additional Connections over 30 LIMITS 150 concurrent connections per Soft Panel Manager (Panel PCs, TV screens, plasma screens, desktops or Wallboards) PREREQUISTES OTCC SE -> RTI (Real Time Information) license ORDERING 16 OTCS from R2.1 -> API Management Level (Server integration) - ALEN8703 (per agent) Soft Panel Manager for OTCC SE -> ACTIS Soft Panel Manager for OTCS -> upon request to professional.services@alcatel-lucent.com

17 ACTIS QUOTATION TOOL RTI interface 1 Connection per Soft panel manager Type of wallboards Number of simultaneous connections 1 connection per display connected 17

18 LAB & DEMO OFFER PROGRAM LAB & DEMO PROG. TRY & BUY QUOTATION SUPPORT SOFT PANEL MANAGER 95% (GG42) 45 days ACTIS SAS discount 100% ORDERING PROCESS Use the Special Discount Request (SDR) process to order your Lab and Demo system(s) Complete the field Opportunity number with labdemovoice This field is mandatory to benefit from the special conditions To get Support associated to your demo equipment Solution Premier Service (SPS): you have to create an e-service Request and provide the SPS contract number Specific Application Support (SAS): you have to create an e-service Request and provide the SAS contract number 18

19 MATERIAL & DEMO Technical Datasheet Installation Service Pack Compatibility Matrix

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