CUSTOMER SERVICE MANAGEMENT CUSTOMER SERVICE SCRIPTS SUPERVISION IVR, CHAT, , VOICE, SMS COMPLAINT MANAGEMENT CAMPAIGNS OMNICHANNEL CRM

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2 ebankit 2014

3 The Contact Center Solution makes it possible for the Bank to have a totally integrated solution with its banking core/back ends and support applications such as CRM, Complaint Management, amongst others. As a result, this platform enables a series of integrated functionalities, allowing the agent to execute all its tasks by simply using a single interface: CUSTOMER SERVICE SCRIPTS SUPERVISION CUSTOMER SERVICE MANAGEMENT CAMPAIGNS COMPLAINT MANAGEMENT IVR, CHAT, , VOICE, SMS INTEGRATED CLIENT VIEW OMNICHANNEL CRM MONITORING OMNICHANNEL INTEGRATION BANKING OPERATIONS ADMINISTERING 3

4 The Contact Center is a web based application layer that is fully integrated with all telephony structure, allowing agents to perform the following functions: TELEPHONY OPTIONS Telephony Options: answer/hang up/hold/transfer COMMUNICATION CHANNELS Communication channels integration: Chat, , Fax, IVR, PSTN CUSTOMER SERVICE MANAGEMENT Managing customer service flows, agents and waiting lists INTEGRATED CLIENT VIEW INTERACTION MANAGEMENT INTEGRATION Integrated client view and banking operations Client interaction management: most recent contacts Integrable with campaigns, customer service scripts, CRM and complaint management 4

5 Developed in a omni-channel logic that enables interactions via telephone, SMS, , fax, chat or video, Contact Center also enables answering via IVR - Interactive Voice Response and contemplates the component of call recording. Assistants contact the clients both inbound and outbound campaigns, fulfilling all the institutions needs regarding contacts and client follow-up though the Omnichannel CRM. 5

6 Using one of these channels: IVR; Voice; Chat; ; Internet - the client can get in touch with their Bank or agent to: As a result, the agent/supervisor has access to a totally integrated customer service front-office, enabling to execute all the necessary actions: 6

7 Agent Identification Available in all modules. The user only has to login once as the application assumes the same login for the remaining modules, while the session remains active. The solution enables authentication and login with more than one profile, thus varying authorizations and information to which you have access. 7

8 HOME After authentication, the agent is redirected to the Contact Center homepage where the following information/functionalities are available: 8

9 Agent Identification Consulting or being consulted Making transfers Making transfers to IVR Functionalities of Telephone List and Fast Dial" based on the client data Informing the assistant of the contact time total accumulated of the contact time Registering the unavailable times of the assistants Consult Not ready reasons 9

10 Agent Identification scheduled outbound contacts to be made by the assistant with the most diverse purposes which are characterized by client/ contact and a term and or priority. directly by the users scheduling contacts created : scheduling contacts created directly by the system internal warnings, created by the supervisor, about the most diverse subjects related to the Contact Center or the Banks affairs, characterized by a date, validity and priority. 10

11 HOME The process performance area is linked with the processes (interactions) handled. It will be possible to assign a daily number of interactions per team, or per agent, and available to access it at any moment: 11

12 HOME The sales performance is related to the products/services subscribed. Just like the process performance, it is possible to define daily objectives per team, or per agent, and will be available to access at any moment: 12

13 HOME Access to the Back office request management screen: Search, listing, consulting and maintenance requests. 13

14 HOME Area dedicated to consult the ongoing campaigns available, with general information regarding the scope of the campaign: 14

15 Client Identification When dealing with a client, regardless the contact channel, the first step is to identify him/her on the application. This identification may be done through various security questions, client information and validating positions of their Omni-Channel PIN. 15

16 The customer service scripts serve to guarantee the quality of service as well as insure that all necessary steps towards the clients needs are not forgotten. The customer service scripts allows: 16

17 As soon as they are identified, the agent will have an integrated view of the client. This view will enable the agent to access the following information and functionalities: 17

18 Operations execution After identifying the client, the agent may handle requests associated to executing operations: Example: Mobile Top-Up 18

19 Parameterizing generic graphs; Client Search; Agenda Management: Consulting, Prioritizing, booking, Rescheduling Customer Service Statistics; Historic Contact Search; Parameterizing Tickets (messages for assistants); Client Notes: consulting, creating or altering; Content publishing for the Info Center: News, Links, Highlights, Banners. 19

20 Allows to follow up the state of all received interactions in the contact center, and evaluate the level of pre-defined service. There is a Dashboard, with a global view of contact center records and management maps that are elaborated for a better analysis of the data obtained, and compared to previous data: 20

21 CUSTOMER SERVICE Parameterizing waiting lists Defining rules for customer service flows CAMPAIGNS Parameterizing inbound/outbound campaigns CONTENTS Parameterizing error messages; Parameterizing contextual help actions APPLICATIONS The possibility to create new functionalities (applicable menus ) and define which applications are available ROLES Administering all platform users: Assistants, Supervisors, BackOffice SKILLS Parameterizing agents customer service skills PERMISSIONS Access Management by: Role, Skill and Profile TABLES It is possible to perform maintenance of the global charts (pre-defined during the analysis phase); LINKS Maintaining the available links for assistants and supervisors 21

22 To ensure the quality of service, one of the additional modules of the contact center solution is the possibility of implementing a complaint management solution. This solution is also integrated with the contact center. The functionality of the solution comes down to 4 simple steps 22

23 The client files a complaint using the available channels. The complaint is classified and assigned to the handling teams. At this point the handling teams will carry out all the necessary activities. Finally, the handling is summarized to a reply to the client, or an improvement. The Solution consists of: 23

24 Customer Service Scripts Generic forms for information retrieval Publishing omni-channel campaigns (contact center,r, internet, mobile, SMS, , etc.) Omni-Channel Homepages (contact center, internet, mobile) Content available during customer service specific for each campaign CRM solution/tool implemented by the organization Reporting Modules, Statistic and Performance Management Indicators Client segmentation with the capacity of information being integrated with other systems Automatic Outbound Campaigns 24

25 One of our extras is the telephony solution, composed of: Communication Central Telephony Software - contact center IVR As a result, our offer is available in two packs: PREMIUM AND STANDARD. The Premium Pack consists of CISCO or AWAYA solutions while the standard pack is an IPBRICK solution. Taking into consideration they are both communications unified over IP solutions, they support all forms of communication: Voice, Web Chat, Web Phone, , Internal Instant Messaging, Fax and SMS. The contact center product is equipped to interact with the technological component in a totally integrated way. There is a contact tool bar, which allows the agents to execute all specific tasks in the same application. 25

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