Vision 80/20 Contact Center Efficient and professional telephony with CC-Bridge

Vision 80/20 Contact Center Vision 80/20 Contact Center Efficient and professional telephony with CC-Bridge

Visionutveckling

Agenda

• Demo• Over view functionality in Vision 80/20 Contact Center (CC Bridge)

• Live demo Vision 80/20 Contact Center CC-Bridge• Web-based Administration

• Web-based Agent interface

Markus Persson

Markus.persson@visionutveckling.se

+46 303-38 90 59

This is why Vision 80/20 CC is the best choice

•Easy to use

•Easy to administrate

•Rich functionality

•Statistics

•Cost efficient

•Proven high stability

•Independent of PBX brand

•Future prof

Vision 80/20 Contact Center

The complete solution for organizations requiring an all-in-one contact center solution

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Call distributionQueue 1

Queue 2

3 x Independent PBX independent CC-solution Phone independent (IP,SIP,Digital,Analog,Dect or Mobile)

Geographically independent – Agents locally or globally located

CC-Bridge

• More than 270 customers are using CC-Bridge!• Largest CPE installation on single server is 170 agents• Largest SP – Solution is more than 500 agents

Queue 3

Vision 80/20 Contact Center

Call HandlingIVR (1,2,3 etc)Media-QueueCall BackSchedules OpeninghoursStatisticsIncoming Call

Telecom/ Internet Network

CRM Database Management

e-mail & Chat

*FAX

*SMS

Mobile

Office

Distans

Agents

speech

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Priority

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Example of queue flow

PBX

Home

Vision 80/20 Contact Center

Inringande person

Functionality•Agents (Phone Agent or Web-based Agent Interface) •Web based Admininistation•Advanced IVR (press 1, 2 or wait….)•A-number control/routing•Skilled based routing - the distribution of calls based on function or competence•Queue Management for voice is inluded•Repeated queue-notifications (place and queue-time)•Real-time Statistics•Wallboard•Historical information from incoming number•Personal Queue•Full call handling

• Place calls

• Pick up call in queue

• Join calls, put on hold and transport

•Phonebooks

•Different Languages

OptionsCallback

Scheduled Callback

Whisper (preannounced message from agent)

Recording

Media queuing: Email, SMS, Chat

API for CRM/CMS Integration

The system offers the most necessary functionality to give a professional way of handle large volumes of incoming calls.

Vision 80/20 Contact Center

The AgentPhone Agent• Manuel log in and out through any phone

•Automatic log in and out through time schedule

•Transfer calls

•Can belong to one or more agent groups

Desktop Agent•Full call handling through web based UI

• Call history on incoming calls

•Phonebooks: Common, one per queue and agent

• Real time information over the queue situation , agents etc

• Detailed statistics - agents, average queuing time and call duration etc.

• Several languages: English, Swedish, Norwegian and Danish

•Integration to other databases

Vision 80/20 Contact Center

Web based Agent interface

Vision 80/20 Contact Center

Mini panel for the Agent

The mini panel is an alternative user interface to the main program

•Pop Up

•Displays the total number of agents, available agents, number of calls in queue and longest queuing time

•Showing A-number and what queue the call came in to

•The agent can work in other systems simultaneously.

•Calls can be transferred, the agent can put him self in pause or wrap up and record calls

T= TransportP= PausH= Finish wrap upR= Record calls

The queue you answered

Call duration

A-number

Vision 80/20 Contact Center

Statistics included in CC-Bridge are web based and shows information about the queues and agents on hourly, daily, weekly or on monthly basis. The following statistics are shown: • The number of incoming calls in different queue time intervals• The level of service • The maximum queuing length• The average queuing time• The maximum queuing time• Data regarding lost calls• All the agents that are logged in• The time every agent spends in different modes (logged in, free, paused, wrap uptime etc)

• The number of calls per agents• The average/maximum call time per agent• Transferred calls• The number of transported calls• Outgoing calls

The statistics are updated once daily. It is also possible to viewthe queue statistics in real time via a data monitor in the agent application.

Statistics

Optional Advanced Statistics module- Contact Center

Traffic Measurement- Easy to use

Interactive Graphs- Click and zoom

Mouse-over to see data details

Click to zoom in

Call Details- Export data in various formats

Scheduled report generation- ..sent as email

DEMOAgent

Adminweb

Login – Agent • Indicate wich phone

• Choice of queue

Agent application

Vision 80/20 Contact Center

• Incoming calls to queues.

Vision 80/20 Contact Center

Logged in agents and their status

•”Calls and /or e-mails in queu”. For the agent to see how many calls or e-mail there are in queu.

•”History” about receivedand and outgoing calls

•”Search” in all telephone books(the companys, your personal etc) and in all fields

•Information and history about the current

Information about the current call:•A-number•Name•History about the current call. Who did the customer talk to before and in wich queue

Callhandeling. Connect, transportate and commute calls

Status in each queue: how many are in queue and time in queue

Vision 80/20 Contact Center

Key board

Monitors

There are several different monitors that an agent or a teamleader can use in order to access information live.

•Queue monitor•Agent monitor•Data monitor•Time monitor

In CC-Bridge you can combine those monitors in different ways or use the one you prefer.

The monitors are availble for the agent in the agent client and can as well be used as a tool for teamleaders that can display the monitors on a big screen to be on top of the current situation, to be able to take correct action.

Vision 80/20 Contact Center

Vision 80/20 Contact Center – Incoming e-mail

Vision 80/20 Contact Center – Incoming e-mail

Vision 80/20 Contact Center – Incoming chat

Vision 80/20 Contact Center – Incoming chat

Vision 80/20 Contact Center

Soon!

Agent and Attendant combined in the same interface!

location independent

More efficient

Easier to use

Enhanced service.

CC-Bridge Agent Attendant client