Functional description

Transcription

1 Voice Channel Functional description Agent, Supervisor Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise

2 Introduction to CC4Skype Based on client/server architecture Web based admin center Native experience with Skype for Business Intuitive graphical user interface Multi Channel: Voice, , chat Functionality based on job role: Agent, Supervisor, Operator Easy to use and maintain Pay per use Powerful Reporting

3 Introduction Optimal user experience with the customer contact solution for Microsoft Skype for Business

4 Introduction The Client Andrew Mulder Andrew Mulder Jim Harrington. Jonathan Smit.

5 Introduction Web Administration

6 Introduction Single Screen Andrew Mulder Jonathan Smit Jim Harrington

7 Channels Channels

8 Channels Voice Agent Supervisor Mgr/Sec Operator Attendant Chat

9 Voice Channel - SfB Integrated Skype for Business

10 Voice Channel Queue selection Queue Selection

11 Voice Channel Queue selection Skill Based Support Queue Agent 1 Agent 2 Support Queue Sales Queue Support Queue Sales Queue Support Queue Sales Queue Agent 3 Sales Queue Agent 4

12 Voice Channel (Agent) Tools & Shortcuts Shortcuts

13 Voice Channel (Agent) Tools & Shortcuts Outbound Dialer Real Time Reporting Events Settings Help

14 Voice Channel (Agent) External Tabs External Tabs

15 Voice Channel (Agent) CRM Integration CRM Integration

16 Agent Scenario New call & agent is available Incoming Call Customer Incoming call Agent Call information (Caller, Queue Name, Duration)

17 Agent Scenario New call & agent is not available Incoming call Customer Agent Call(s) in the queue --- Call information (Media Type, Caller, Status, Queue Name, Waiting Duration)

18 Agent Scenario New call & agent is not available Incoming Call Incoming call Customer Agent <OR> Change the status to available to present the incoming call

19 Agent Scenario New call & agent is now available Incoming Call Customer Incoming call Agent Available

20 Agent Scenario Incoming Call options Customer Incoming call Agent Incoming Call options Answer Reject (Status to Unavailable)

21 Agent Scenario During a Call Ad-Hoc Call Recording Start Call Recording Stop Call Recording

22 Agent Scenario During a Call Hold a Call Put Call On-Hold Retrieve Call

23 Agent Scenario During a Call Call Transfer Transfer a Call Cancel the Call Transfer Resume Call

24 Agent Scenario During a Call Hang up Call Hang up

25 Voice Channel (Supervisor) Active Calls & Status Active Call(s) in the Queue(s) --- Call information (Media Type, Caller, Duration, Queue Name, Agent)

26 Voice Channel (Supervisor) Active Calls Options Active Call Options offered to the supervisor

27 Voice Channel (Supervisor) Active Calls Options Call Eavesdrop Customer Agent Supervisor Call Barge-In Customer Agent Supervisor Call Whisper to Agent Customer Agent Supervisor

28 Voice Channel (Supervisor) Active Calls Options Manageable Queue(s) for the supervisor Change Agent status Add an Agent to a Queue Change the desire

29 Admin Center

30 Admin Center: Preparation of a Call Flow A few easy steps to prepare a Call Flow: Step 1: Set Skills & Members Step 2: Configure Media files & Announcements Step 3: Set up Call Recording Step 4: Wrap-up codes & Special statuses (Busy/ DND) Step 5: Schedules & Emergency procedure(s)

31 Admin Center: Set Skills and Members Select the user to apply Skills for the selected Skill Name Apply a Skill value (xx%) The higher the value (score), the more skilled the user is.

32 Admin Center: Media files & Announcements Add all announcements you want to use in your queue or flow Announcement upload in WMA format

33 Admin Center: Dynamic Announcements Manage collections of dynamic media files based on Waiting Time or number of Waiting Calls

34 Admin Center: Set up Call Recording Manage recording parameters per Queue

35 Admin Center: Wrap-up codes Manage Wrap-Up codes (Topics, Collections, Assignment) Manage wrap-up settings per Queue

36 Admin Center: Special Statuses Special Statuses

37 Admin Center: Schedules Edit Schedule Default Schedule on Queue level

38 Admin Center: Calamity Special Events

39 Flow Define your own flow per voice service number

40 Flow Steps Lookup a Schedule (Open/Close) Check Events & Holidays Play an announcement Check or Compare (True/False) Do a database query (read/write) Route calls based on database value, variable outputs IVR with tone detection (1..9, customer number,..) Route to external Queue (Timeout/Abandon/Close/Handled/Dial-Out/Event) Case on #Waiting Calls or Waiting Time Voice Mail

41 Real-time and historical Reporting Clear reports give insight into communication flows, reachability and performance. Also useful to determine the necessary number of employees.

42 Real-time Reporting Publish wallboard Define your own real-time reports KPI s

43 Real-time Reporting Scenario: Real-time dashboard for Voice Calls Routing Front-office

44 Historical Reporting Schedule Report Report Format

45 Historical Reporting Diane Foster Jim Harrington Andrew Mulder Jonathan Smith Brenda Zane Configure your reports based on filters

46 We build the coolest customer contact software! Native Skype for Business Customer Contact Expertise Intuitive User Experience Cloud & On Premise