CONTACT CENTRE SOLUTION FROM ERICSSON-LG ENTERPRISE IPECS

Transcription

1 CONTACT CENTRE SOLUTION FROM ERICSSON-LG ENTERPRISE IPECS

2 Build a Smarter Business Contact centre technology is no longer reserved for call centres - the technologies and methodologies pioneered by call centres are now being implemented in today s forward-thinking businesses. CCS Q Multi-Channel Cloud Inbound Contact Centre Solution The ipecs CCS suite of software applications for contact centres is modular, enabling you to pick and choose what works for your business. System modules can be enabled or disabled according to your specific requirements and budget, and you can add or upgrade at any time. This brochure covers the full ipecs CCS suite with all modules integrated to deliver a complete contact centre environment. Your Unified Contact Centre Strategy To be successful today you must be able to provide a rapid response to your customers across a broad range of interaction channels. Your customers want you to respond immediately, accurately, in the manner they choose and they want you to have their details already to hand. The multi-channel CCS Q is a premium inbound contact centre solution supporting a range of ACD methodologies including UCD (Uniform Call Distribution), Longest Available, by Last New Call, Agent Least Busy, Route by CRM/Database priority, and more. Ideal for SMBs with a team of five through to Enterprise s with 000 seats, CCS Q is a Multi-Channel & Social Networking Contact Centre solution that allows agents to respond promptly and accurately through various communication channels including Voice, SMS, , Fax, Web Chat, Web Call-back, Call-back in Queue, and even through Social Media. Communicate in any way with multi-channel CCS Automatic Call Distribution (ACD) Business Intelligence and Reporting Unified Communications Social Media Integration Skills Routing and Managing Call Traffic Measuring Customer Satisfaction and Loyalty Integrate with most popular CRM solutions, or even your own CRM or database CCS Q can talk to your customer database or CRM and even integrate with your Social Media to tell you who your customers are and handle all communications in the way that your customers prefer most. Integration with most popular systems is available out of the box, including Microsoft Dynamics, Salesforce, SalesLogix, GoldMine, Maximizer, ACT! and more. Workflow Management, CRM & Database Integration Powerful Workflow Technology Workflow Management fine tunes the system to deliver business benefits and strategic performance aims. A range of configurable functions are available including Skills Based Routing, Announcements Management, Call back in Queue (optional), Real Time statistics displayed on Multi-Media Dashboards, Office Schedules, Emergency Overflows and more. Integration with your Technology & Business Team Evaluation & Training Make it easy to plan and deploy A Call-Flow Designer Tool has been created for simple planning and mapping of your business workflows, creating business teams, dragging and dropping agents to queues or linking one queue to another. Make it even simpler by selecting a pre-designed template.

3 C CCS Call Multi-Channel Cloud Outbound & Telemarketing Contact Centre CCS Desk Desktop Agent Unified Communications. The Evolution of the Outbound Contact Centre with true Multi-Channel reach A blended environment that simply means your team connect with more people and create more opportunities. CCS Call provides an affordable, professional Telemarketing & Outbound Contact Centre Management & Reporting system enabling you to increase revenue opportunities for your business or simply stay in touch with customers. Reaching more customers today means employing more sophisticated methods and also technology options so that you can contact prospects and customers in the way that they prefer and are more receptive to. ipecs CCS Desk links your most important tools - your PC, inbound and outbound telephony controls and the internet. CCS Desk delivers the crucial functionality that your team needs while enabling the business to monitor and review performance and productivity in real time - as well as historically when used in conjunction with our CCS Report solution. CCS Desk can be used stand-alone or integrated in to Outlook, your Customer Relationship Management System (CRM) or Database, Access and many other Windows-based applications. Highlight any number in Windows and simply right-click to dial the number. Integrate CCS Desk to your customer database and have the correct customer details automatically popped to your screen as you receive incoming calls. CRM and Software Integration Dashboard SMS All standard telephone controls such as answer, hold, re-dial, conference and transfer are now easier and can be done right from your PC. CCS Desk also provides advanced functionality for businesses, such as a real time management screen for the Administrator, configurable break types to indicate individual user presence status and optional voice recording functionality, utilising the power of our CCS Record Voice Recording module. Reporting SCREEN DISPLAY FOR ipecs CCS DESK Outcall Voice Recording CCS DESK Jack 980 Talking Duration 00:00: Busy CCS Desk options that can be shown or hidden by clicking the icon: My Status Active Call Teams CCS SMS History of calls Search facility Speed Dials Coach - training CCS Call Preview/Progressive Pre-Emptive Dialling Ben Adams Fincom Transferred from Jack ( 9877 ) Conferenced Duration 00:6:7 Ben Adams 980 Conferenced 00:00: Talking 00:00:06 My Status screen where a user can update their presence. This also gets updated automatically when on a phone call or break Agent Campaign Management Ben Adams Bruce Jhonson Chris Skywalker Queues Busy Incoming Free Break ( Priority Ta.. Conference screen My Team, ability to assign agents to your team and see their presence at a glance. Easy double click to call, calendar presence and alert me when free 5 Active call screen, screen popping of incoming/outgoing calls, enables drag and drop transfer features Outbound Dialing: Multiple Approaches 6 Telephony desktop features enabling call functions on the desktop Preview Mode In preview mode, the system will pop the next selected target details up allowing the agent to view pertinent details. CCS Call then dials the number when the Agent clicks ready. When finished the agent can complete any wrap up details and then clicks ready for the next target screen pop and ready to dial the number, and the cycle is repeated. In this mode the Agent controls the pace of each next call. Progressive Mode In Progressive Mode the Call Centre Manager enters a wrap up time that allows the agent to complete details after the call and then the next target is popped to the agent and the number is dialled. When the call is completed the agent has the set time to complete details before the next target is popped and the number dialled. In this mode the administrator is enforcing a pace between each call. Pre-Emptive Dialling A predictive dialler that works by a call-pacing algorithm that places calls from a list that has been defined by one of several such algorithms, including prediction of agent availability, average call time in current campaign, or user defined overdialing level for a given day/ time/zone. This type of system is dialling out to ensure a call is ready with a reached target as the agent becomes available. Web Call-Back CCS Call Premier administrators can setup Web Call-Back buttons or hyperlinks on their web site or s which callers can then click and enter their details including a note. CCS Call will then enter the caller into a queue and present a call-back action to designated agents with the call-back details and note that was typed by the caller between each call. Benefits to Your Business Improved staff capability for better service Increased productivity without needing to change interfaces between media Better call management Improved workflow, presence management and communication Transparency of information across the business 5

4 CCS Record Voice Recording and reporting with PCS DSS Compliance CCS Report Deliver better analysis CCS Record is a powerful and flexible Voice Recording Solution with optional integration to desktop applications such as Outlook, your Customer Relationship Management System (CRM), Database, Access and many other Windows Based Applications. Features include Record on Demand, Random, Full Time recording or Record by agent entered call category. PCI DSS Compliance for Voice Recording Businesses handling payment transactions over the telephone are now under considerable pressure to ensure that their call recording system is PCI Compliant. PCI DSS (Payment Card Industry Data Security Standard) is rapidly becoming the international standard for credit card safety. PCI DSS is a multi-faceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protective measures. The comprehensive standard is intended to help businesses to proactively protect customer account data. Deliver Voice Recordings with your Data Reports For unique and centralised business intelligence, integrate voice recording and playback into one solution with our CCS Report application. Voice recordings are linked to the data reports and you can simply click within the report to play back. SCREEN DISPLAY FOR CCS RECORD CCS DESK Jack 980 Available INTEGRATION WITH CRM, OUTLOOK OR CUSTOMER CONTACT DATABASE Subject Created By Regarding Actual End 7 : 8 Incoming Call to 98 from Jack Harley Ben Adams 0//009 5: PM 7 : 8 Incoming Call to 98 from (CCS Record) Jack Harley Ben Adams 0//009 5: PM 6 : Outgoing Call to 98 from Tom Harold Ben Adams 0//009 : PM Tom Harold Ben Adams 0//009 : PM Phone Call 7 : 8 Incoming Call to 98 from (CCS Record) 5 ipecs CCS Report business reporting module delivers historic and current information on your company s business communications, supporting better analysis and decision making. All businesses need to live by the laws of efficiency, speed and great customer service. Creating exceptional value with the highest effectiveness is the goal and it is through measuring performance that businesses can ensure they meet these critical benchmarks. Benefits to Your Business Manage your key business metrics better by utilising the configurable web-based Business Intelligence Dashboard with real time indicators and alerts. Measure and improve staff efficiency, productivity & customer service: Provide reports on team or individual performance, from costs to activity reporting on how many calls have been made or received. More accountability by cost allocation: Utilise account code capability within your telephone system to identify and select individual calls back to a central account for services billing and reporting. Allocate costs to teams or divisions for internal chargeback of company costs. Check your Telecoms Bill against your own data and ensure you are not getting overcharged. Identify services that are no longer required. Decrease data mining tasks with historical customer archives, resulting in quicker business resolutions. Manage billable services: The CCS Report charging modules help with billing and cost allocation by extension or to a division allocated by the Directory. Better KPI management leading to enhanced contact center service levels, which in turn increase customer loyalty & satisfaction. Notes Click here to enter a new note Play Recording Send Recording as Clear History Title: 7:0 Incoming Call to 98 from Note created on 0//009 5: PM by Ben Adams Ben Adams MP (7,06 Byte(s)) CCS Record voice Recording CCS Desk options that can be shown or hidden by clicking the icon: My Status Active Call Teams CCS SMS History of calls Search facility Speed Dials. Powerful Features & Benefits (available when integrated with CCS Desk only) 5 My Status screen where a user can update their presence. This also gets updated automatically when on a phone call or break Active call screen, screen popping of incoming/outgoing calls, enables drag and drop transfer features. Ability to have specific scripts pop per DDI, also ability to enter notes against a call that stays with the call History of voice recording where you can listen to the voice recording or even send in an . CCS Record Integration with CRM so that you can link the voice recording to the contact that called in CRM Record on Demand Conditional Recording Link recording file to date, time, agent name, call completion codes and customer name Auto-link to CRM or Outlook customer record Allow/Disallow user playback and of recordings CCS Report Key Features Powerful business reporting suite for call reporting, analysis and escalations. An easy to use web-based client. SQL database architecture & SQL Reporting Services report architecture. Powerful Carrier Tariff interface - resulting in enterprise grade reporting. Over 00 powerful reports for system performance, service levels, grades of service and agent/team evaluation. Automatic scheduling of reports to print, or file (CSV, PDF, Excel ) - meaning you can set and regularly receive critical reports. Self-configurable web dashboards with real time graphs, speedometers and charts including multimedia alerts to screen, or SMS based on the thresholds you set. Realtime statistics and alert management centre 6 7

5 CCS IVR Intelligent Interactive Voice Response Server Additional Features and Options ipecs CCS Q includes a standard IVR for typical menu driven routing requirements, however ipecs CCS IVR is an additional module that can be added for complete Interactive Voice Response capabilities to enrich and expand customer services. CCS IVR is a powerful IVR Engine and Management Module designed to offer sophisticated features with a graphical user configurable interface that provides a unique IVR designer tool in a flow chart design. The CCS IVR Designer tool allows for advanced users with no development experience to be able to configure and administrate their own IVR systems and processes. CCS Chat: Web chat Provide enhanced customer service by offering your customers and partners an easy way to get instant access to your team via Web Chat Instant Messaging. CCS Chat can be sold standalone and integrated with your customer database or CRM for enhancing Web Chat into your customer service mix, and/or integrated with our CCS Q solution for agent Multi-Media Call Centre functionality. Route different customer initiated web chat request to specific teams like sales, support & accounts Use CCS Chat as a web chat and instant messaging module for your business Direct the web chat request to our CCS Chat web based desktop client One-on-One or multi-party chat Transfer current chat or web chat requests onto your their colleagues quickly and easily CCS Social Customers today want choice in how they communicate and with CCS Social you can now manage how you connect with your customers through popular social media channels. Monitor and control posts to your Facebook page without having agents permanently logged on to Facebook Use your Facebook and Twitter pages as effective sales channels Powerful tools such as Queue management distribution modes, Skills-Based Routing for all social media requests or posts, and Social Media Queue priority & overflow management. SCRIPT DEVELOPER FOR CCS IVR WHERE YOU CAN ENTER THE PROCESS OF THE IVR CCS SMS: Integrated SMS messaging service CCS SMS provides an efficient and directed means of communicating with your partners and clients via SMS: Benefits to Your Business Lower costs by enabling more customer self-service such as entry of customer details, payment by telephone, call routing, telephone booking and much more. Enrich customer relationships by allowing them access to their account information /7; to enter their details while in a queue and have CCS IVR ring them back when an agent is available; or enter their PIN or invoice number so that the agent has all the details to hand when their call is answered. Create new services that generate more revenue such as hours services or payment by telephone. Empower your business and differentiate yourselves from the competition with the unique designer tool. SMS from your desktop to team colleagues out on the road. Reach all your clients with SMS marketing mail-outs directly from your database or CRM. Create Auto-Call-backs from SMS responses. Route SMS replies and requests to service and sales staff according to skills, using our skills based routing functionality All our modules include SMS functionalities - it s quick, easy and manageable. 8 9

6 CCS Desk Manager Agent Console for CCS Q and CCS Call ipecs CCS Q and CCS Call features a fully integrated agent console and administration interface. By clicking on a queue or agent in the real time CCS Desk Manager screen, the administrator can delve right into the administration settings of their chosen item and also have a live overview of Agent and Queue Statistics. Our CCS Desk Manager console also features Drag and Drop functionality for administrators to move their call centre agents freely, between inbound queues, meaning that at any time a particular queue is unexpectedly busy, you can ensure that you will have enough CCS Desk Agents to answer all your important calls. Cloud, On Premise or Hybrid? Finding the right option for your business ipecs CCS supports a wide range of environments and architectures, whether you want to install locally, have a Cloud Services provider, Virtual Servers in a datacentre, or a hybrid model. Locally on your own site and PC s and Servers Locally on your own site in Virtual Servers Remotely in Data Centre Remotely in Cloud Services or Infrastructure as a Service (IaaS) providers Talk to one of our sales team and we can plan what s best for you with your team and specialist advisors or technology partners. 0

7 ABOUT ERICSSON-LG Ericsson-LG is a joint venture company between Ericsson and LG Electronics, founded in November 005. The combination of two of the world s largest technology companies delivers market leading communications solutions to enterprises of all sizes. Ericsson-LG empowers enterprise customers and telecommunications operators around the world, with a full range of cutting-edge wired, wireless and optical telecommunications and networking technologies. Ericsson-LG has,00 employees including 700 R&D manpower and is head-quartered in Seoul, Korea, with its R&D center in Anyang, Korea. Ericsson-LG Enterprise Solutions (ES) division has 50 employees including R&D resources with a prime strength in designing, developing, manufacturing and marketing voice solutions. Ericsson-LG Enterprise operates in over 60 countries around the globe and has been in the communications market for over 0 years. This heritage and market presence mean they truly understand enterprise communications and what it takes to provide reliable, resilient and highly featured communication platforms that help you win. MAKING YOUR BUSINESS A SUCCESS Talk to one of our contact centre specialists to discuss developing the right solution for your business. The content of this document is subject to revision without notice due to continued progress in methodology, design and manufacturing. Ericsson-LG Enterprise shall have no liability for any error or damage of any kind resulting from the use of this document Ericsson-LG Enterprise Co., Ltd. 0 Version.0 Ericsson-LG Enterprise Co., Ltd. (-79) 77, Heungan-daero 8 beon-gil, Dongan-gu, Anyang-si, Gyeonggi-do, South Korea Telephone: Fax: