TASKE Technology offers Iwatsu ADIX APS

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1 TASKE Call Center Management Tools TASKE Call Center Management Tools for the Iwatsu ADIX APS telephone system help you improve call handling efficiency and deliver stellar customer service. TASKE Technology offers Iwatsu ADIX APS users a powerful suite of integrated, enterprise-ready applications that simplify call center management: TASKE ACD ToolBox TASKE Agent Desktop TASKE Voice ToolBox TASKE Workforce Management Key Features Real-time monitoring, historical reporting IP-based software Enterprise capability Adjustable replay of ACD activity Chat communications Queue messaging Advanced reporting Automatic database population Easy forecasting and call traffic analysis Powerful search tools Flexible agent desktop display Automatic client software updates An Intelligent Solution for Your Business TASKE Call Center Management Tools empower call center supervisors to manage, plan or expand operations with ease and confidence. The cornerstone of our integrated suite of software solutions is the TASKE ACD ToolBox. Featuring real-time monitoring, historical reporting, forecasting, reader board messaging, and call-traffic analysis, the ACD ToolBox has helped call centers around the world improve service and reduce costs. Our value-added optional applications include the TASKE Agent Desktop, TASKE Voice ToolBox, and TASKE Workforce Management. TASKE Technology s solutions are ideal for organizations that require intelligent call center management tools at an affordable price.

2 TASKE ACD TOOLBOX The cornerstone of TASKE Technology s powerful suite of integrated solutions, TASKE ACD ToolBox is a flexible call center management solution featuring real-time ACD monitoring, comprehensive historical reporting, and advanced forecasting applications. Thousands of call center supervisors around the world rely on ACD ToolBox to help manage their agents, set and meet service levels, and provide vital management information on call activity. The ACD ToolBox is a robust management tool that s easy to use. Sophisticated Insight at an Affordable Price For a quick, yet detailed, overview of call center activity, the TASKE ACD Monitor provides realtime and historical information on overall call center performance, agent or group activity, and queue status. You can track and react to a variety of important call center indicators, including agents available, longest call waiting, calls answered and average talk time. The ACD Monitor can display multiple queue and queue group summaries, allowing you easy access to graphical views of last-hour, last 12 hours, last 24 hours and current day call center statistics. Visual and audible supervisor alarms alert you to situations requiring your attention. The customizable Agent Map view displays agent states by color to improve management efficiency and responsiveness to critical situations. By comparing an agent s schedule, created by TASKE Workforce Management, with real-time information, the ACD Monitor can determine if the agent is adhering to the schedule and alert you when nonadherence occurs. TASKE Chat, a real-time internal messaging tool, provides supervisors with the ability to communicate with individual agents, or the entire call center. The Agent Map view in TASKE ACD Monitor displays agent states by color for a quick, clear overview of call center activity. You can position the on-screen icons to replicate your call center s seating arrangement. Review Call Center Activity as it Happened Like a winning coach reviews gameday tapes to improve the team s performance, you can review ACD activity with TASKE ACD Replay. Unique to ACD Monitor, Replay plays back historical agent or queue activity exactly as it happened. It displays the same information as the realtime ACD Monitor, so you don t have to reacquaint yourself with a different screen presentation to interpret the data.

3 Replay s Trigger feature makes it easy to pinpoint the source of inefficiencies in call center performance by automatically halting playback at pre-selected thresholds. For example, you can set the progressive display to stop at the first abandoned call of the day to verify queue volume and agent actions at that time. Playback speed of the replay is fully adjustable, and you can stop, rewind or fast-forward with the click of a mouse. Fast, Detailed Reporting You can view and print vital call center performance data, in intervals as low as 15 minutes, with TASKE Reports. Through simple, intuitive menus, supervisors can generate more than 150 standard reports on abandoned calls, individual agent activity, agent groups, extensions, trunks, queue groups, activity codes and more. With simple report templates that can be saved and conveniently used again, supervisors can quickly compile detailed call activity data. TASKE Reports cover daily, weekly, monthly and yearly timeframes, and you can customize reports to highlight key information. You can also schedule automatic report printing for any time of the day, or automatically export reports to spreadsheet, database, or text files even HTML for the World Wide Web! With an Internet connection and Web browser, you can view reports posted on the company Intranet or Internet site while on the road. Easy-to-Use Forecasting & Call Traffic Analysis Our sophisticated, yet easy-to-use, Forecast and Traffic Analyzer utilities help you accurately plan resource requirements and estimate call patterns. Supervisors can generate more than 150 standard reports on abandoned calls, individual agent activity, agent groups, extensions, trunks, queue groups, activity codes, and much more. Based on historical call center data, the ACD ToolBox can estimate the number of trunks and agents required to maintain service levels, project call demand by hour or half-hour for each day of the year, and track seasonal call center variations by week or month. Once you ve established the call center s service level, the Traffic Analyzer can help you avoid costly overstaffing mistakes by precisely calculating the number of agents required to meet service levels. Powerful Search Tools Finding specific information on call events is simple with the ACD ToolBox s powerful search tool. You can learn which agents handled particular ACD calls, check the origin and destination of call transfers, track how individual calls were routed throughout the call center, and retrieve numerous other ACD and non-acd details. With TASKE Search, you can easily sift through thousands of call event records based on a wide array of call details, such as call duration, digits dialed,

4 or calls within a specified period of time. Search criteria can also include events occurring within a call, such as transfers, completion result or attendant-handled calls. Network-Ready Message Board Control TASKE WallSign offers you an effective method of communicating real-time call center information to your agents. WallSign configures and manages text and graphics displayed on one or more wall-mounted, network-ready Spectrum reader boards. With no programming required, WallSign displays current status on call center conditions and preset messages can congratulate agents on a job well done, or let agents know when ACD calls are backing up. You can interrupt preset messages anytime to convey new, important information quickly. TASKE AGENT DESKTOP With TASKE Agent Desktop, agents can view current call center conditions on their computer screens in situations where wall-mounted reader boards are impractical. This application displays user-specified, real-time call center data on queue or queue group activity. Agent Desktop includes TASKE Chat, an on-screen dialog utility for one-to-one communications or supervisory broadcast messages within the call center. Agents can use the Agent Desktop from any computer on their local area network or remotely, through RAS (remote access server). Performance at a Glance By continuously updating agents with real-time data on ACD performance, Agent Desktop is an important tool in maintaining call center service levels. Agent Desktop helps agents adjust their call response time based on the number of calls waiting in queue, and allows agents to monitor important ACD statistics such as longest waiting call. When agents are busy with non-acd work, the Agent Desktop serves as a window on call center activity and a reminder that ACD call handling remains top priority. Agent Desktop displays ACD data through icons that change color when call traffic exceeds predefined thresholds, alerting agents to take action before potential problems arise. Users can customize color schemes and fonts. The Agent Desktop can display information on a flexible grid. Agents can efficiently monitor several queues simultaneously by selecting the number of rows and columns displayed. Tailored to Agents Unique Preferences The Agent Desktop is never in the way, and is easily resizable to fit users needs. Agents can dock the Agent Desktop at the top, bottom, right or left edge of their computer monitor, maintaining an unobstructed view of the remaining screen. Agents can better manage their time by performing other

5 computer-based work while keeping an eye on current call center conditions. Alternatively, Agent Desktop can display information on a flexible grid. Agents can select the number of rows and columns that appear on screen to efficiently monitor and respond to several queues simultaneously. Improved Communications TASKE Chat provides one-to-one communications for supervisors and agents and broadcast messaging capability for supervisors. Chat s Broadcast feature allows you to communicate with all onsite agents simultaneously and immediately. With the click of a mouse, you can congratulate your agents on a job well done, warn of slipping service levels, or convey other messages directly to each agent at once. For private communications, Chat offers discreet one-to-one messaging. While speaking with a caller, an agent can get help from other agents, or ask supervisors a question. Callers need not be put on hold or made aware of the agent s communication with co-workers, leaving a lasting impression of the company s attentive service and knowledgeable staff. With TASKE Chat, an agent can warn another agent of a difficult customer before transferring the call, or periodically update supervisors on the progress of a problem call, without alerting the caller. The contact list allows users to quickly access frequently contacted recipients, and monitor the state of their chat sessions. It also notifies the user about new chat messages in nonselected sessions. TASKE Chat provides broadcast messaging capability for supervisors, and one-to-one communications for supervisors and agents. TASKE VOICE TOOLBOX Featuring flexible messaging options, ease-ofuse, and seamless integration with the ACD ToolBox, the TASKE Voice ToolBox is a versatile solution for automated greetings in today s advanced call center. Establish a Professional First Impression The TASKE Voice ToolBox empowers even the smallest call center to maximize service and reduce abandoned calls. You can effortlessly create automated voice plans that play messages to callers based on digits dialed, call activity, time of day and date. For example, the Voice ToolBox s predictive messaging can be used as a front-end greeting to notify callers of expected wait time. Callers can wait for the next available agent or call back at their convenience. This information leaves callers with a positive impression of an organization s commitment to customer service and common courtesy.

6 You can effortlessly create automated voice plans that play messages to callers based on digits dialed, call activity, time of day and date. For the call center, reducing the number of callers in queue that eventually hang up makes more economical use of existing trunks. Versatile Queue Greetings The Voice ToolBox recognizes days of the year and time of day. An early weekday caller might be greeted with good morning, while a nighttime weekend caller might hear: Good evening. Our offices are now closed... For holidays that fall on different dates each year, the Voice ToolBox can intelligently schedule unique greetings. For example, call center supervisors can easily set an automatic announcement for the second Sunday of each May that includes a special Mother s Day greeting. No need to manually change the message the day before. Set it once, and the Voice ToolBox does the rest. Customize Your Message With the Voice ToolBox, scheduling of prerecorded queue messages is a simple, point-and-click operation. You can easily change or preassign voice messages according to any number of variables, such as speed of answer, time of day, or date. You can choose from more than 172 prerecorded phrases, including letters of the alphabet, numbers, months, days of the week, time, and monetary units. For custom messaging, any supervisor with network access to the ACD ToolBox can record special announcements or greetings using the built-in recording utility or Windowscompatible sound recording application. Prerecorded messages can be linked with one another, or integrated with custom messages. The Voice ToolBox s customizable greeting options are never out of reach. You can access the Voice ToolBox from anywhere in the world using a touch-tone telephone and password. You can change or record voice messages at any time, without heading back to the office. Dynamic Messaging Options The Voice ToolBox can work alongside the ACD ToolBox in the same PC, or via a local area network. All queue messages are Windows-compatible sound files (WAV format). Rather than assigning one message per voice channel, the Voice ToolBox can intelligently and dynamically change a message according to time of day, speed of answer or many other variables.

7 TASKE WORKFORCE MANAGEMENT Powered by the award-winning Blue Pumpkin scheduling and forecasting solution, TASKE Workforce Management provides the industry s only real-time monitoring of agent adherence to Blue Pumpkin schedules. An optional feature of TASKE Call Center Management Tools, TASKE Workforce Management integrates seamlessly with the TASKE ACD ToolBox, providing: agent forecasting based on actual ACD information collected by the ACD ToolBox; schedules that account for agent availability; reports on call center metrics such as service levels and staffing; and real-time agent adherence monitoring to verify agents are following schedules. Putting it all Together Start with the Iwatsu ADIX APS telephone system and the TASKE ACD ToolBox. ACD ToolBox includes the monitoring, reporting, and management features you need to efficiently improve customer service and retention. Add products like TASKE Agent Desktop, TASKE Voice ToolBox and TASKE Workforce Management to deliver advanced technology and enhanced functionality for a complete call center management strategy. TASKE 8.0 Minimum System Requirements The minimum technical requirements for TASKE Call Center Management Tools version 8.0 are available on our Web site at: EASY UPGRADES TASKE ACD ToolBox can automatically update client software, making it easier for your call center to upgrade future versions of TASKE Call Center Management Tools. The TASKE Auto Synch feature detects the version of TASKE software on the server PC, then automatically synchronizes agent and supervisor computers with the server. Automatic client updates eliminate the need to manually upgrade TASKE client software on every client computer. AUTOMATIC DATABASE POPULATION To reduce maintenance efforts, the TASKE ACD ToolBox features the Database Population Utility (DPU). Once you have generated update files from the telephone switch, you import the files to the TASKE Administrator Database. The DPU interprets the data from the telephone switch and updates the Administrator Database. Supervisors can run DPU whenever new information is entered in the telephone switch database to ensure the TASKE Administrator Database is always up to date.

8 About TASKE Technology Inc. TASKE Technology Inc., an industry leader in ACD management information systems, is committed to delivering solutions for today s and tomorrow s advanced customer interaction centers. Through continued product innovation and development, TASKE Technology enables businesses to provide exceptional customer service and increase customer loyalty and retention. TASKE Technology has an 11-year heritage of offering proven, robust, and affordable products, with more than 4,700 installations worldwide. The company offers unmatched technical support and expert training for its entire suite of management tools. For sales and technical support of TASKE Call Center Management Tools on any IWATSU PBX platform, contact: IWATSU America, Inc. 430 Commerce Blvd. Carlstadt, NJ Tel: This document is provided to you for informational purposes only. The information is believed by TASKE Technology to be accurate as of the date of its publication, and is subject to change without notice. TASKE Technology assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. Not all telephone systems support the full functionality of TASKE Call Center Management Tools. Contact TASKE Technology Inc. for more information. TASKE is a registered trademark of TASKE Technology Inc. All other products are the trademark of their respective holders. Copyright 2001 TASKE Technology Inc. All rights reserved. Printed in Canada. Issue 2. IWATSU PN