Next Generation for. Contact Center Solutions

Transcription

1 Next Generation for Contact Center Solutions

2 ABOUT US At Integra we combine a great team focused on developing solutions to help contact centers. With presence at 15 countries Globally, we operate with customers with 5 to more than 1,500 positions, adjusting ourselves to every company operations, assisting our customers to improve their service, increase productivity and reduce costs. We accompany your growth

3 Unified Contact It s the complete solution for Contact Centers. 3

4 Multiple channels, single solution Same objective: generate contact through the best channel

5 Technical Features

6 System Users

7 Agent Unified Inbox Desktop Principal features: Agent 100% Web. Unified multichannel inbox. Integrated telephone and notifications center. Status management (pause, breaks, etc). Performance Dashboards.

8 NOTIFICATIONS Multichannel notifications center. PRODUCTIVITY Internal chat, SMS, Transference, History, Fovourite, in one place ACTIVITIES CONTROL Customizable Status INTEGRATED MANAGEMENT Personalized data capture HOT DESKING Integrated WebRTC Softphone

9 MOTIVATION Each agent displays metrics that help improve motivation and productivity BEHAVIOUR Evolution of contacts per channel TIMELINE All the activities done by the agent

10 VISUALIZATION Competitive vision between agents and groups RANKING Real time progress of each agent Objectives Groupa;, indiviaul and area objectives evolution

11 UNIFIED INBOX Multichannel interactions inbox RESPONSE Response panel by interaction type VIDEO CALL HD videocall integrated in softphone

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13 Supervisor Real time monitoring Principal features: Real time supervision. Listen, spy, coaching, barge. Dynamic configuration of dashboards. Online alerts, and SMS. Module for quality management Reports Reports schedule

14 REAL TIME Real time statistics for each campaign. FOLLOWING Spy, coaching and calls intervention in real time. FILTERS Status filters in graphical and quantity view. INDIVIDUAL MANAGEMENT Real time view of each agent s performance. ALERTS Calls and status alerts in graphical view.

15 GENERAL VIEW Fast visualization of the principal indicators. EVOLUTION Interactions evolution per channel.

16 FILTERS Multiple filters for a better search QUALITY Ratings and comments of each recording. LISTEN Listen online and make multiple comments. DOWNLOAD Individual and massive download.

17 Administrator Friendly user interface Principal features: Interface unificada de gestión para definición de: Agents. Telephony supplier. Campaigns. Reports. Security. Audios. Business plan.

18 FILTERS Make dynamic searches. PERSONALIZATION Change your screen style CENTRALIZED Manage your contact center configuration from one place.

19 REPORTS All the management information in more than 160 pre-designed reports and the possibility of creating new ones. FORMATS Screen visualization and simple PDF and Excel exportation. AUTO GENERATION Send reports automatically based on parameters. VISUALIZATION Report designs with an intuitive graphic format.

20 System Configurations

21 ucontact Workflow Designer Key features: Dynamic workflow communications creation. Drag & Drop. Intuitive for non technical users.

22 ucontact Forms Designer Key features: Screen and workflow personalized creation for information captions. Extremely easy to use without any programming language knowledge. 100 % integrated in ucontact allowing pop-up events with incoming calls, simple dialers, etc. HTML5, Javascript and version control.

23 ucontact Reports Designer Key features: Complete set of predesigned reports (+ 160). Powerful tool for creation and modification of reports. Communication reports combined with management system information.

24 Solutions for various business

25 Some of our clients

26 New feature: Desktop App Softphone y Mobile

27 @INTEGRACCS INTEGRA CCS