CommsOffice Professional. Live telephony statistics for informed decisions

Transcription

1 CommsOffice Professiona Live teephony statistics for informed decisions

2 CommsOffice Professiona Communications management for every business After saaries, overa communication costs are the argest singe office expense. These costs are usuay unmanaged, increasing and out of contro. CommsOffice Pro, from CommSoft RMS, is a teephony management and reporting soution that gives companies the abiity to track and contro teephone usage throughout their organisation. Groups or agent activity can be measured with ive ACD ca statistics, heping you to make accurate decisions about requirements for your business. Features and benefits of CommsOffice Pro : Fu ca management reporting with wide range of reports Integrated ive ACD Stats Ticker-tape scroing or tie view of ive ACD stats Idea for contact centres & any business with a phone system Microsoft Outook appearance - famiiar and easy to use Integration of voice recording fies with ca management reporting Muti-site capabiity Buit-in aarms and fraud prevention to highight teephone system abuse Incudes custom buid database utiities UK & US based support, design & integration Simpe on-ine software registration Easy to insta and maintain with reiabe stabiity

3 CommsOffice Professiona CommsOffice Pro is a sound business investment for virtuay any organisation, whatever your industry. If you want to track saes teams, support environments or contact centre agents, monitor empoyee s teephony use, contro costs or predict peak business times, CommsOffice Pro does a of these things and more. CommsOffice Pro is idea for contact centres but any type of business can use CommsOffice Pro, if you have a teephone system in the buiding, then you shoud be monitoring usage. CommsOffice Pro has a famiiar MS Outook fee with its user friendy interface. There is a vast range of standard and easiy customisabe reports avaiabe. CommsOffice Pro is easy to insta, use and maintain. CommsOffice Pro can be used in a wide variety of departments within any organisation. CommsOffice Pro features fu ca management software, ive ACD ca statistics and a scroing tickertape agent view for monitoring a group of agents in a ca or contact centre. CommsOffice Pro provides information, to enabe managers to obtain a wide range of reports that show teephony usage in their business. The Today screen shows a rea-time, at a gance view of teephony usage. Information on ive ACD ca statistics assists any company that needs to monitor a group or mutipe groups of agents in a contact or ca centre. The scroing desktop waboard feature runs on your screen, no matter what appication you are working in, providing fuy customisabe agent views. In short, any company or organisation with a teephone system can benefit from using communications management software to monitor costs, productivity and efficiency. CommsOffice Pro is the utimate communications management system, offering maturity, stabiity, ease of use and powerfu market-eading technoogy to wordwide business. ACD Waboard Ties ACD List View ACD Graphs Teephone System Management: The questions that make a difference to your business: How many non-business reated cas are being made from your company every day? Is your PABX fed with the optimum number of ines? Are these ines inked to the most efficient network carrier for your needs? How many customers does your company aggravate, or worse ose, through abandoned cas and unacceptabe ring times? Do your staff use premium services more than necessary? Which department or individua incurs the majority of these costs?

4 CommsOffice Professiona e questions that make a difference to your business: Live Ca Statistics CommsOffice Pro brings you ive ca statistics using rea-time event data from your teephone system to deiver rea-time information on groups of agents and their performance. View ive cas in progress, agent status, duration of cas, average ring times, agent ogged in or out, auto attendant statistics incuding overfow and much more. The ticker tape view scros across the screen no matter what appication you are in: choose from a range of statistics and customize the scroing speed and font to personaise your view. You can dispay agent statistics on cient PCs or on a pasma screen in presentation mode and hide the menu tree to show just waboard ties or a ist view or a chart view of agent statistics. See at a gance whether agents are on in bound or outbound cas, in wrap up, ogged in or ogged out. Waboard ties can have threshod aarms for items ike abandoned cas or if pre set eves are exceeded. Report on agent performance at group and individua performance eves from the comprehensive seection of ACD reports. CommsOffice Pro comes with unimited cient icences so you can run the appication on as many cient PCs within your organisation as you ike at no extra cost. CommsOffice Pro is easy to scae and grow if your contact centre expands. CommsOffice Pro can be run as a muti site by adding remote site icences to any head office site. Cas by DDI Report Cas by Department Pie Chart ACD Monitor Waboard Screen Features: ACD aarms visua and audibe ACD graphs by agent, group or queue ACD interactive functions (ca in progress detais) ACD ive statistics Auto Attendant statistics incuding overfow ACD waboards with choice of statistics to dispay ACD ogger runs as a service ACD reports avaiabe ACD Ticker Tape avaiabe externay for supervisor monitoring ACD Ticker Tape aso avaiabe internay ACD Ticker Tape for mutipe agents, groups, queues or combination ACD Waboard view by agent, group and/or queue Minimum System Requirements Windows 2000 Pentium IV 2GB free on hard drive 1GB RAM USB and CD ROM Internet connection for product updates and maintenance RS232 seria port & cabe connected between your PBX and the computer that wi be ogging cas (if the PBX is not IP addressabe) Computers wi require NIC (Network Interface Cards) if the products are to be used over a network

5 CommsOffice Professiona CommsOffice v7.000 Features Network/Connectivity: Ca ogging runs as a service Data captured via RS232, IP or Database connection MS SQL Database Muti Site configuration Muti user with security by user or group eve Mutipe organizations and departments within one site instaation Rea time ca capturing and reporting Spit database across mutipe machines (arge instaations) Unimited Workstation Instaations (no additiona charge) Some Basics: Account codes - forced or simuated (un-forced) Add phone numbers associated with account codes for further tracking Authorization codes and PIN numbers supported Auto discovery of extensions, trunks, pin numbers, acct codes Caer ID (if switch enabed) DDI/DID Numbers Hunt groups supported Raw ca data is zipped each night for economica storage 911/Emergency ca monitoring and aarm notification Persona Assistant: Contact List dispayed by site with type of contact seectabe Status dispay of staff/agent by coor and icon Bubbe hint shows on ca, CLI, time of ca and duration User abe to change status Management option to hide particuar staff from the contact ist Interna chat server with onine/offine status Centra recording of a chat sessions incuding chat contents Transfer fies via chat session Message system incuding in-house message center and/or e-mai Fast view of staff phone cas, messages and recordings (with VR ony) CommsOffice CTI Integration (Avaiabe in a products an additiona icense/modue is required): Make outbound ca from history, keypad or CRM Pace ca on hod, retrieve and terminate Answer inbound cas with screen pop Answer inbound ca with Outook contacts screen pop Set extension to divert after "N" rings to interna or externa number Set extension to DND (Do Not Disturb) Transfer ca via announced or bind transfer Voice Recorder: Extension or trunk based recording avaiabe Recordings can be either birth to death or voice activated Listen in feature at beginning of ca or any other time during recording Recordings can be e-maied or saved to disk Search for recordings by date, time, duration, channe, extension, notes Search for recordings by person, ca stye, phone number (whoe or partia) Recordings are 128 bit encrypted in one concise fie Seectivey disabe recording on trunks or extensions Bock phone numbers (stop viewing records & istening to recordings) Recordings may be fagged as 'at risk' Professiona Enterprise Voice

6 CommsOffice Professiona CommsOffice v7.000 Features Voice Recorder (continued) User defined criteria and tests for ca grading Appication of tests and/or notes to recordings Grade recordings historicay or at time of ca Rea time channe dispay with CLI, duration and user ID Reporting: Ad-hoc report buider Canned (pre-defined) ca reports Canned (pre-defined) network reports Customize and/or edit canned (pre-defined) reports and save for future use Report scheduer Report scheduer runs as a service Report to screen, e-mai, fie or printer Web reporting Network: Aarms customizabe by the user Aarm notifications sent via e-mai, user, computer, printer or text message Auto discovery of domain users and computers Auto updates via internet (with maintenance contract) Ca utiities incuding import, deete, move of ca data and recost data Error ogs sent via e-mai to support department Network monitoring reports avaiabe (w/custom insta using sniffer) Rates Management Upift ca cost by extension, trunk, department ACD (Automatic Ca Distribution): ACD Aarms avaiabe (visua and/or audibe) ACD Graphs by agent, group or queue ACD Interactive functions (ca in progress detais) ACD Live statistics Auto Attendant statistics incuding overfow ACD Waboards choice of 26 statistics to dispay ACD List View choice of 26 summary statistics items ACD Logger runs as a Service ACD Reports avaiabe ACD Ticker Tape avaiabe externay for supervisor monitoring ACD Ticker Tape aso avaiabe internay ACD Ticker Tape for mutipe agents, groups, queues or combination ACD Waboard view by agent, group and/or queue Biing: Biing section with invoice generation (printed or via pdf attachment) Biing may be based on extension, cient, room and/or acct code Bi customers/cients for phone usage Bi customers/cients for once-off and recurring charges (great for awyers) Bi singe cient or by buk biing Create customized pans and charges for cients Charges can be debit or credit Charges can be set to activate or de-activate by date Create debits, credits and/or account journa entries CommsOffice Professiona Enterprise Voice

7 Speak with us about the CommSoft RMS products range: CommsOffice CommsOffice Professiona CommsOffice Enterprise CommsOffice Voice CommsOffice Consoe CommsOffice CTI UK, Europe & Midde East CommSoft RMS Limited Te: +44 (0) De Montfort House, 7 Enterprise Way, Vae Business Park, Evesham, Worcestershire WR11 1GU USA, Canada New Zeaand, Austraia & Asia Pacific CommSoft RMS LLC Te: Maggie Run Lane, Fuquay Varina, NC 27526, USA