CCT ContactPro Unified Agent Desktop a world - class Omni-Channel Customer Experience Integration with Moxtra Copyright 2016 CCT 1
The Omni-channel Architects Productive interactive Omni-Channel agents Outstanding customer interaction 100% focused on Avaya Experts for Avaya UC and CC Long history with AT&T, Lucent, Quintus & Avaya Outstanding Partner s like CafeX, Moxtra, Zang Located in Europe and USA Germany: Frankfurt, Munich, Augsburg, Leipzig Switzerland: Zurich USA: Miami FL, Philadelphia PA 2
+ Omni-Channel Contact Center Agent with embedded collaboration for the mobile users
company background Subrah Iyar Co-Founder & CEO Stanley Huang Co-founder & CTO founded in 2012 by proven collaboration industry executives company built around collaboration for mobile business users mobile-first but not mobile-only embeddability (sdk+api) as a critical differentiator ~5 million downloads and 750K+ business users
moxtra: the collaborative conversation service services standalone app companion app embeddable collaboration layers deployment models Public cloud Private cloud On-premise
why moxtra? all-in-one collaboration service that is embeddable into the business workflow or process business messaging that is scalable, reliable and highly secure easy user adoption with a consumer app like user experience quick simple to deploy for partners and customers very attractive commercials and business model
moxtra deployment high level architecture public & private repositories applications LMS! CR M! E ERP R! P! real-time task management document collaboration messaging collaboration workspace standalone/companion application embedded sdks SDK SDK SDK LMS, ERP, CRM mobile application
+ How does it work?
Moxtra - CCT ContactPro User Case 1 Telephone Calls (POTS) 1A Customer Sample Flow: Email WhiteMail - Fax Web Chat / Co-Browsing WebRTC Voice/Video Avaya Breeze (w. Moxtra Snapp In) or Avaya Elite 2 3B SMS Contact Pro Agent Client Desktop w. Moxtra Integration & Zang SMS Option 1A Customer Contact on Channels 2 Customer Contact handled on ContactPro 3A Agent use or create a binder for Mobile App 2C 3A 3B Option SMS Send with Avaya/Zang 4 Customer can use binder with Agent CP App 1C 2C Customer can contact the CC through App/Chat within his personal binder in the app Customer Binder starts Chat get Routed to Agent 3B &4 Agent and Customer communicate through mobile App (binder, calls, chat, binder document exchanges, etc.) Customer Mobile Device IOS/Android Customer App with CCT/Moxtra App Binder Integration 1C 4 Moxtra Cloud Binder Integration Copyright 2015 CCT 9
Moxtra - CCT ContactPro User Case 2 Sample Flow: Avaya Breeze (w. Moxtra Snapp In) or Avaya Elite 2 3B SMS Contact Pro Agent Client Desktop w. Moxtra Integration & Zang SMS Option 1B Customer Contact on Mobilephone 2 Customer Contact handled on ContactPro 3A Agent use or create a binder for Mobile App 1B Customer 2C 3A 3B SMS Send Option with Avaya/Zang 4 Customer can use binder with Agent CP App 1C 2C Customer can contact the CC through App/Chat within his personal binder in the app Customer Binder starts Chat get Routed to Agent 3B &4 Agent and Customer communicate through mobile App (binder, calls, chat, binder document exchanges, etc.) Customer Mobile Device IOS/Android Customer App with CCT/Moxtra App Binder Integration 1C 4 Moxtra Cloud Binder Integration Copyright 2015 CCT 10
+ Like to see a real demo? Drop an email contact@cct-solutions.com
CCT Omni-Channel Desktop native moxtra integrations customize triggers automate alerts receive critical, time-sensitive reports
summary moxtra is founded by proven collaboration industry executives moxtra has developed embeddable, multilayer, cloud collaboration services for the mobile work style the moxtra services are available as a standalone app, a white label companion app and embeddable SDKs.. the moxtra SDKs are embeddable within mobile, desktop and web apps as a collaborative conversation layer, applicable across a number of industry verticals the moxtra business model is partner centric with oem partners and resellers.driving zero touch for partners and customers, high margins for partners and a great customer experience!
ContactPro empowers your agents to efficiently serve your customers in today s demanding world of multi-channel communication. The state-of-the-art technology solution helps you to leverage your existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction. 14
Thank you for your attention! For more Information call +1 267 507 6196 contact@cct-solutions.com http://www.cct-solutions.com/en 15
Omni-Channel Contact Center Agent Desktop Version 4 Update April 2016
ContactPro Architecture
ContactPro Key Features Customer Journey and One-Point Create your own desktop with multi Styles, Usage and Layouts Embedded reporting and dashboard in real-time Easy to deploy and configure,.net or html5 client ALL media channels including UC, Outbound and Web/Smartphone Communication Multi-tenant and multi-language Telecommuter and worklist concept Dynamics, Salesforce, SAP or any CRM Integrated Individual wallboard Same look and feel for AIC / EMC / Elite Voice Integration with Avaya POM and Breeze Integrated with Moxtra, CafeX and Zang Integration with MS Lync and Avaya Presence Easy integration of 3 rd party products The customer is the channel give him the best agent
ContactPro Client Flexible, modular and configurable Client Client for Avaya IC, EMC and Elite Voice Client for MS Lync/Skype Voice, Email, Fax, White Mail Web / Chat / Call Back / CoBrowsing / Social media Any CRM Integration Presence function (CP, Lync and Avaya PS) Outbound campaign for Avaya POM and AES Reporting / Dashboard Supervisor apps (Bulk Skill Manager) No media silo Multi language support Multi tenant support No registration installation.net or HTML5 Client
ContactPro Voice Omni-Channel history Customer Journey Agent status control Softphone (SIP Phone) Remote agent Quality monitoring Emergency recording Flexible transfer options Self skilling Shortcut per agent Phonebook and ActiveDirectory integration Callback option of leaving number Wrap Up
ContactPro Email Omni-Channel history Agent status control Quality monitoring Templates (multi languages) Auto spell check Auto answer / auto acknowledge Subject matter expert Follow Up Forwarding and queue handling Wrap Up Extended email history Transfer to other internal queues Click2Fax, Click2SMS
ContactPro Web Chat Omni-Channel history Customer Journey Agent status control Easy and complete integration Customer see chat from website Multiple chats All media data customer history Pre-defined text templates available URL pushing Join Us feature Transfer control Website Call Back Integration Similar integration with IM, Text, SMS on mobile phones
ContactPro Web Communication Easy and complete integration with CafeX, Avaya Breeze Omni-Channel history Customer Journey Agent status control Customer see chat from website Multiple chats detailed data channel history Pre-defined text templates available WebRTC to SIP Communication Transfer control Website Call Back Integration Similar integration with IM, Text, SMS on mobile phones
ContactPro Web Communication Easy and complete integration with Moxtra Send and Receive documents Business conversation Omni-Channel conversation Customer Journey Customer Identifikation Agent status control Easy and complete integration with Zang Send SMS Omni-Channel conversation Customer Journey Customer Identifikation Agent status control
ContactPro Social Media With the ContactPro Social Media Module agents can respond to a Tweet without exiting the Client thus avoiding a change of interface. Easy ContactPro twitter integration Content analysis Pre-defined text templates available
ContactPro Outbound Fully Integrated with with Avaya Proactive Outreach Manager (POM) or Aura Only Omni-channel Agent desktop for inbound, multimedia, web, social and outbound with blending Omni-Channel history, Customer Journey Unified agent and call control for inbound and outbound Multi-tenant, multi-campaign capable Preview, power and predictive dialer support Preview timer, DNC lists, notes, callback and reason codes Campaign monitor / wallboard Integrated internal and external campaign scripting CRM integration and communication
ContactPro Presence Fully Integrated with ContactPro Presence Avaya Presence MS Lync Multi-tenant capable (e.g. team-based or location) show/hide different teams Presence information based on channel status Click2Dial direct agent Integration of call center and backoffice users Direct Agent Chat Click2Chat with logged-in agents Show chat conversation Get list of older chat conversations
ContactPro Omni-Customer Customer Journey and Customer-One-Point Customer Journey, Integrated History Detailed multi-channel history (Voice, Email / White Mail / Fax, Chat, Call Back, Social media) Historical data for every contact in every channel (Customer-One-Point) Search result option, last 5 to maximum setting Customer-One-Point All customer history on open and closed work items Close open work item with one-click and mark them as follow ups or duplicates Find open mails by the same customer from queue Mark them for closure
ContactPro Omni-Customer CRM Integration, Customer Data Share, Open CRM Interface Database Site Connect to multiple databases View of data mind result on agent desktop Save additional data for reporting Server Site Data transfer (Customer Lookup) Connect different CRM server Client Site Screen Pop from each media with collected data Process automation per customer criteria Multi-site, multi-crm for omni-channel customer
ContactPro Web Reporter and Dashboard Consolidated multimedia reports from AIC, EMC, CMS (graphical and tabular) Configurable wallboard Realtime and historical reports Optimized for mobile devices Multi-Tenant and Multi-Language
ContactPro Supervisor App Mobile Application for Reporting and Agent Management Skill Manager Employee control (all media / all locations) Omni-Channel Reports Real time and historical reports Individual configurable display
ContactPro Manager Key Features ContactPro Feature Button configuration Tenant-based administration and configuration (User Rights) User Rights from Avaya Control Manager Module configuration on all layers Property configuration on all layers Over >500 properties to customize ContactPro Easy to deploy and configure Multi-tenant and multi-language Several non-installation options to start the ContactPro Manager (e.g. Remote, UNC) User-right management for different views on the ContactPro Manager Integration in the ContactPro client as a supervisor module
ContactPro Manager Overview
ContactPro empowers your agents to efficiently serve your customers in today s demanding world of multi-channel communication. The state-of-the-art technology solution helps you to leverage your existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction. 34
Thank you for your attention! For more Information call +1 267 507 6196 contact@cct-solutions.com http://www.cct-solutions.com/en 35