Multichannel ACD Cloud-based ACD to manage inbound & outbound traffic. Handle all multichannel contacts by one system!

Transcription

1 Multichannel ACD Cloud-based ACD to manage inbound & outbound traffic Handle all multichannel contacts by one system!

2 Solution Benefits of the 4Com Multichannel ACD Multi-site and very reasonable The web-based ACD is available via the cloud or on-premise. Various sites and home offices may be included. The accounting is based on the pay-per-use principle. You run the solution without any investment risk. Service numbers by 4Com To complete your all-in-one solution 4Com provides convenient service numbers and local numbers - including in Germany 0800, until 01805, 01806, 01807, 0137, 0900 as well as geographical service numbers Multichannel one solution Via the ACD s unified messaging system not only calls but also s, SMSs, faxes, voice mails, chats, letters, workitems (e.g. Salesforce), tweets, Facebook posts and WhattsApp chats may be distributed. Fast implementation no risks There is no minimum engagement for the cloudbased solution or rather a short minimum engagement for the premise-based variant. Implementation time is of approx 1 week (cloud-based) or rather 4 weeks (on-premise). Technical requirements are very low. Maintenance, updates and support are included. Numerous additional options Upgrade the Multichannel ACD as currently required: Screen and call recording as well as monitoring or blending with the 4Com Outbound Manager enhance your service. Other 4Com solutions, 3rd party applications and your PBX can easily be integrated. Best service for your customers Professional customer service is paramount for successful businesses. Significant key issues in this context are: How to distribute incoming calls and s efficiently? or How to involve available users temporarily into the customer service? 4Com provides the solution: the 4Com Multichannel ACD. High end-service With the 4Com Multichannel ACD you leverage a multisite, high-end ACD system either cloud or premise-based. Incoming calls are routed to the appropriate working groups, and, being a cross-channel solution, the 4Com ACD also manages s, faxes, SMSs, scanned documents, workitems, tweets Facebook posts, WhatsApp chats and live chats. The ACD s user-friendly web interface provides an ergonomic menu and improves usability. The user interface is designed responsive and adapts to the relevant output medium, e.g. PC or smartphone. You may configure and modify the ACD system settings yourself to meet new challenges in a timely manner. The user interface is available in German and English. Cloud-based or on-premise? The cloud variant is ideal for companies intending to build up or improve their customer service. It is also the right solution when a multi-site solution is required in order to assign users to virtual work groups or to integrate home offices. Or if you require a professional call distribution for transition or fallback purposes. The on-premise variant via your private cloud is ideal for companies receiving calls only via a local phone number at a single location where the final call handling is done. The call volume should be relatively high and steady and most of the calls should occur in your local telephone network. The on-premise ACD is also recommended if a switch to a service number is not required or if already activated service numbers shall not or cannot be ported.

3 Demo: * *14 ct./min. from a German landline max. or 42 ct./min. from German mobile network features 4Com Joint Administration We service our customers in any case this is part of our joint administration-concept. A specific 4Com solution architect is your direct contact for all issues. You can call and your direct contact or you communicate via WebRTC. This browser function you can use even for your own customer service! Service number and connection via TAPI & VoIP Your service numbers will best be operated directly by 4Com, the connection costs to the user are included in the price. If the service number shall not be ported or if you use local numbers, they could be redirected to the cloud or premisebased ACD. You can integrate local phone numbers via TAPI. Without additional forwarding fees, calls can be connected to extensions of available users on the same location. Calls will be redirected without call transfer by the ACD via TAPI. This also enables busy detection during call transfer and enables outbound calls via the ACD with your local PBX and flat rate The user-friendly web interface is designed for customized configuration. It allows individual views and a personal favorites menu. conditions. Tip: Alternatively, calls can also be transferred via VoIP to the 4Com ACD. Your service center staff can also be connected via VoIP. Therefore a VoIP PBX, softphones or the 4Com Professional Client VoIP all-in-one solution are required (see Professional Client). Permissions and multi-client capability We provide a master login for your independent configuration. Further accounts with graduated permissions for coaches or team leaders are available as well. To protect your accounts you can specify your own password policy. If the solution should be used for several projects or customers you can handle independent divisions via the multi-client capability. General settings You can manage as many users, groups and mailboxes as you like. Your representatives can work as users simultaneously for several telephone lines, different locations and groups. The ACD menu offers ultra-flexible settings like: Fixed or dynamic queues Fixed or individual wrap-up times Default and special overflow rules Whispering announcements User-based conditions such as automatic forced logoff and ring time Contact reasons Announcements and music collections for overflow, intro, greeting, queue information and mailbox Easy-to-use upload, integration and replacement of audio files (e.g. WAV, MP3, OGG, and AIFF) Voice mail retrieval via phone or delivery by Customized call flow via flexible modules Solutions for toll free queues of fee-based hotlines: delayed connect or guided transfer and callbacks to avoid down streamed queuing in case of inquiries or forwarding without on-hold. Tip: We provide GEMA-free on-hold music or produce your announcements with professional speakers. Or you can 3

4 Monitoring & evaluation generate your own announcements via text-to-speech and upload them. To listen to examples of the 4Com Audio Production, dial *. Routing options You can use different routing criteria like: Longest Idle Time of day/business hours Origin Percent VIP Preferred Agent/Group Last Agent/Group Graduated prioritization within a group Individual conditions via XML or HTTP request interfaces Online Monitor, wallboard and reports The Online Monitor keeps you informed and updated about the latest calls as well as important key data on groups and service numbers. Key figures, like service level, or accessibility, are reinforced by traffic light function in the colors green, yellow and red. Use the wallboard for large monitors to display latest information to all users. Default reports for billing purposes are available in the online reports. With the automatic report subscription via , you are always up-to-date. The call flow is displayed in the routing plan. Just point-and-click to adapt it to your current needs. Cockpit The 4Com Cockpit as the report center allows the professional compilation and analysis of reports. Besides the reporting and graphic generator detailed Business Intelligence functions like drill down or associative data search are available. For the daily intraday control you can create individual coaching and wallboards views. Key data is displayed in the Online-Monitor. You may hide unimportant data/groups yourself. Different views (detail view, alternative view, quick overview) as well as filter and sort criteria are available to select the content which you, personally, want to see.

5 options User front end The default user interface is the Basic Client Web. This web application enables all features for call handling. Additional to these default functions the Professional Client WIN provides further advanced features such as customer information via CTI, contact history, call guideline and transfer via drag-and-drop, text modules, directory, junk call protection, conference call. Additional features are call blending, account and address validation during the call as well as a customized dispatch of fax, , SMS and letter. The Professional Client is available in several languages. A softphone is already integrated in the Professional Client VoIP! An all-in-one offer includes Plantronics headsets with USB stick and wearing state sensors, integrated sound card and 4Com convenience functions for increasing productivity complement the usage. The Outlook Client is also available as add-in for Microsoft Outlook plus pop up of data records and direct dial of Outlook contacts. The recent released Professional Client Web can be deployed without installation. This Client is web-based and offers all features for call handling as well as online monitoring, recording and encoding of contact and break reasons. It can be used standalone or integrated in a web application, like your CRM system. In case the Client is integrated in e.g. Salesforce the related data of the caller is available. With the Professional Client WIN all communication channels can be handled. Its interface is customizable via drag-and-drop. The highlight is the cross-channel contact history. The new Professional Client Web (as shown on the right) is web-based and can be deployed without installation. It can be integrated seamlessly in other web applications like Salesforce. 5

6 Additional options You need training? 4Com Academy offers customized training and instruction! Read more: Screen and call recording and monitoring Selected calls can be listened to and recorded via call recording and monitoring. All or only particular conversations can be selected, restricted by customer or user side and started automatically or manually. During a recording session, multiple start and stop is possible, i.e. for the documentation of a separately required opt-in. Particular sections of a recording can be encoded differently. In combination with the Professional Client you are able to record and monitor the user s activities on the PC screen. The configuration for screen recording is comparable to call recording. Additionally, you can define the recording area to your needs: entire screen, sub-areas or selected applications. All recordings are available via FTP or download for 28 days. Evaluation tool In the 4Com evaluation tool the recordings can be played back, commented and evaluated via online forms. For tutorials and training different evaluation areas with graduated permissions for users and trainers are available. Links to external web pages (like e-learning systems) can be integrated. Non-Voice communication Besides calls you easily also integrate s, faxes, voice mails, SMS texts, scanned letters, documents, workitems, live chats, Twitter and Facebook posts as well as WhatsApp chats. For their distribution different routing options are available. Contact reasons can be specified and the processing can be interrupted by an incoming call. The processing is carried out in the 4Com Professional Client or, depending on the channel, directly in the original system. Every channel can be contracted separately. Processing workitems The 4Com ACD also supports distribution processes from external software applications or web service applications, like SAP or Salesforce. These external workitems are distributed automatically to the represenatives. Handling times and contact reasons are captured. The processing is carried out in the original system. Classification of non-voice contacts The 4Com Cockpit as the report center allows the professional compilation and analysis of reports. For improved contact handling deploy the automatic classification. It enables to assign non-voice contacts to particular groups or user skills according to individual filters. For indexing, you can run a search for self-selected terms or regular expressions in the s subject line and body text. Different languages may be taken into account. The concurrent combination of several criteria as well as the multilevel classification is possible. The filter criteria and filter terms, e.g. the customer ID, can be highlighted in color and can be copied to the clipboard of the user s PC. Messages are routed according to the classification in the defined mailbox inputs/ outputs and assigned on-site to the responsible groups for the handling. Customized text modules may be suggested by the system. The handling times and other key data are recorded separately.

7 We are extremely satisfied with 4Com ACD, as flexibility is very important to us! Michael Schroeder, Head of Customer Service, brands4friends Outgoing calls via the 4Com ACD Outgoing calls are also possible via the ACD. Your benefit: consistent reports on working hours and productivity, cost center and call reason assignment, individual wrap-up times, blacklists and whitelists. Customizations The 4Com ACD is very comprehensive and versatile. Nevertheless, we are pleased to extend our solution following your needs. Additional features will be integrated at a fixed rate. Integration with other 4Com solutions The 4Com ACD is part of the 4Com Suite: The 4Com IVR can be used for prequalification and distribution of calls as well as requesting customer data. Via the 4Com Customer Feedback you perform automatic customer surveys via phone or after call immediately or delayed. The 4Com Live Support Manager enables live consulting via chat, video chat, call and co-browsing. Contact reasons and handling times are captured. The 4Com Workforce Management enables staff planning and forecast by comparing historical and current data. Alternatively there are further interfaces to other popular providers. General conditions Security The 4Com Multichannel ACD Systems are air-conditioned, fitted with exterior protection, secured with a backup power supply and password protected in a co-location center within the central network of our partner carrier or rather on-site in the contact center. Each individual system functions in a completely independent manner. Checking routines ensure an extremely high level of availability. Encryption and data protection Access to the administration and statistical websites of ACD and data import and export functions is password-protected with 128-bit SSL encryption. The communication of the 4Com Professional Client is encrypted with 2048-bit RC4. 4Com ensures data protection according the 4Com Data Privacy Agreement for Customer and signs on request customer s provisions. Support and maintenance The monthly base fee comprises comprehensive software and hardware maintenance of 4Com Multichannel ACD. You are provided with a 24 hour hotline for reporting malfunctions with a defined reaction time of 30 minutes. Set-up support enquiries can be made free-of-charge during normal office hours. Capacity 4Com provides sufficient capacity for each customer according to the customer s instructions, (the number of subscribed users is at the customer s discretion). For the on-premise variant dedicated lines are leased. Updates The 4Com Multichannel ACD is developed and optimized on an ongoing basis. Several times per year, you will automatically receive updates with new functions. Any functions requiring payment are optional. Commercial conditions and Contract period The nonrecurring set-up fee provides the administration of as many groups, users and mailboxes as you like. Besides the fee base per month, 4Com charges for the pay-per-use variant additionally the usage time of the ACD beeing in the cloud (caller minutes). For the on-premise variant every single channel/license will be charged according to a monthly flat-rate-model. No risks: The cloud-based 4Com Multichannel ACD can be cancelled at any time to the end of the month. The on-premise variant can be cancelled after an engagement for at least six month. Variant minimum engagements are possible. We shall be pleased to advise you! 02/2017 7

8 creating service excellence 4com suite As an innovation-driven company 4Com designs all-in-one solutions to optimize service contacts. We commit ourselves completely to our customer needs since The web-based modular designed and multi-site solutions are available via the cloud, or on-premise via the private cloud. Our customers leverage the pay-per-useprinciple without investment risks. Maintenance, support and regularly updates are included in the monthly basic fee. The technical implementation of workflows and processes is committed completely to our customer needs. As we are focused on technology, our highly specialized software engineers and developers perform and design customizations in due time. Furthermore we focus on user-friendly and optimized web interfaces. Our customers may configure and modify the settings in order to meet new challenges in a timely manner. As part of our joint administration-concept our solution architects are the direct contact for all issues - such as change requests, queries or adjustments. Multichannel ACD Outbound Manager Management Service Numbers Cockpit Screen & Call Recording Customer Feedback Workforce Management Messenger Self Services Multimedia Wallboard Co-Browsing Social-Media Integration Customer Data Manager IVR Corporate Call Assistant Audio Production Customers who benefits from the 4Com Multichannel ACD choose also: 4Com GmbH & Co. KG Hamburger Allee Hannover Germany solutions@4com.de Fon +49 (0) Fax +49 (0)