Telia CallGuide produktöversikt - Telia Kontaktcenter · PDF fileTelia CallGuide is developed for and in close co-operation with users, such as agents (for example agents, sales personnel,

- Produktöversikt Telia CallGuide 7.1 (2.0) - 1 (44)

© 2010 TeliaSonera AB FAHA 201 2001 PRO-25319 ver 7, rev. 2.0 Notice: this document is subject to change

Contents

1 AN OVERVIEW ...................................................................................................... 5 1.1 All contact channels in one application................................................................................................5 1.2 Queues and waiting lists ...........................................................................................................................5 1.3 Skill-based routing.......................................................................................................................................6 1.4 Media blending .............................................................................................................................................6 1.5 Flexibility with mobile workstations .....................................................................................................7 1.6 Work levels.....................................................................................................................................................8 1.7 Screen pop......................................................................................................................................................8 1.8 Callback ...........................................................................................................................................................9 1.9 E-mail, sms, mms, and fax...................................................................................................................... 10 1.10 Chat ............................................................................................................................................................... 11 1.11 Campaign telephony................................................................................................................................ 12 1.12 Work Items.................................................................................................................................................. 13 1.13 Knowledge database Information Guide........................................................................................... 14 1.14 Contact history in Interaction View ................................................................................................... 15 1.15 Survey ........................................................................................................................................................... 16 1.16 Direct Inward Dialing (DID) and Attendance................................................................................... 17 1.17 Address book .............................................................................................................................................. 17 1.18 Organisation areas and subareas......................................................................................................... 18 1.19 Access system ............................................................................................................................................ 18 1.20 Traffic monitoring and current situation information.................................................................. 19 1.21 Monitor with queue information......................................................................................................... 20 1.22 Statistical reports...................................................................................................................................... 20 1.23 Flexible IVR.................................................................................................................................................. 21 1.24 Self service................................................................................................................................................... 23 1.25 Connections and open interfaces ........................................................................................................ 24 2 APPLICATIONS.....................................................................................................28 2.1 CallGuide Agent......................................................................................................................................... 28 2.2 CallGuide Pulse .......................................................................................................................................... 29 2.3 CallGuide Stat ............................................................................................................................................ 30 2.4 CallGuide Admin ....................................................................................................................................... 31 3 THE TELIA CALLGUIDE VCC SERVICE..................................................................32 3.1 Nordic service............................................................................................................................................. 32 3.2 CallGuide Admin in the service ............................................................................................................ 32 3.3 Properties..................................................................................................................................................... 34 3.4 Implementation project.......................................................................................................................... 35 3.5 Documentation.......................................................................................................................................... 35 4 YOUR OWN SYSTEM TELIA CALLGUIDE ENTERPRISE ...........................................36 4.1 Enterprise IVR............................................................................................................................................. 36 4.2 Server components................................................................................................................................... 37 4.3 Properties..................................................................................................................................................... 38 4.4 Implementation project.......................................................................................................................... 39 4.5 Documentation.......................................................................................................................................... 39 5 MORE OFFERS .....................................................................................................40 5.1 Training......................................................................................................................................................... 40 5.2 Service, support and maintenance ...................................................................................................... 40 5.3 Consulting support ................................................................................................................................... 41 5.4 Contact center inspection...................................................................................................................... 41 5.5 Matching European standards for customer contact centers .................................................... 41 5.6 Channel strategy with task inventory................................................................................................ 42 5.7 CallGuide Customer Entrance Analysis ............................................................................................. 42 5.8 Technical pre-study.................................................................................................................................. 42 5.9 System integration ................................................................................................................................... 42 5.10 Implementation support for contact center .................................................................................... 43 5.11 Coaching ...................................................................................................................................................... 43 5.12 Vulnerability analysis .............................................................................................................................. 43

2 (44) - Product Overview Telia CallGuide 7.1 (2.0) -

Telia CallGuide Customer service and customer care are the most important competitive factors today. A long-term, profitable business relationship is based on a continuous customer dialogue, the service you can offer and how well you can take care of the customer’s questions. A contact center can, in an effective way provide customers or citizens with good service with a high level of accessibility. Telia CallGuide combines different contact routes using the organisation’s IT solutions, offering both personal service and self-service. The agents are given good support in their work of making each customer contact part of a rewarding, long-term relationship.

We, as individuals, privately or professionally, like to feel appreciated. Many customers like to have a proactive contact with companies and authorities about things that affect them. Campaign telephony in Telia CallGuide is preferably used both for outbound telephone calls with a proactive purpose, and for telemarketing with sales purposes. Campaign over the telephone is an efficient way to reach new customers and to be able to promptly offer additional products and services to your existing customers.

A contact center can be regarded as a central for contacts with your customers. In Telia CallGuide, the agent works efficiently with different contact channels, such as telephone calls, chat, e-mail, sms, mms, work items, letters and fax. Irrespective of the channel through which the contact arrived, the contact is routed by a uniform skill-based routing. The organisation gains a collective picture of all contacts. Skill-based routing means that each contact is routed to the best suited agent. An agent can work with contacts from various contact channels, known as media blending.

The core of the contact center consists of personal service and self-service. We integrate and develop your business with, for example, workforce planning systems, statistics, surveys and quality systems. In the base of our entire offer you find consulting services and support, providing support, and creating security.

Telia CallGuide is based on switch-independent technique, meaning that customer services at different locations can co-operate. Different switch types can exist in one solution. All the intelligence and queue processing for contacts are operated by a server solution with an IVR (Interactive Voice Response). Telia CallGuide functions just as well with ip telephony as with traditional telephony and offers an unlimited number of queues unlike the traditional queue function in switches that normally use ACD queues.

The solution has ready-made connections and open interfaces for integration with, for example, customer databases and systems for task management and workforce planning. You can easily integrate the solution with your existing support systems.


Telia CallGuide is developed for and in close co-operation with users, such as agents (for example agents, sales personnel, communicators, and counsellors), customer service administrators, and IT managers. Service, support and maintenance are offered as additions to the product. All applications and user manuals are available in Swedish and English. The agent’s application is available in Swedish, Danish, Norwegian, Finnish, and English. There are also mini user manuals in these five languages.

Telia CallGuide comes in three packages:

Telia CallGuide VCC as a service is produced entirely in TeliaSonera’s net and new functions are offered continuously. TeliaSonera has the technical responsibility, and operation is supervised all days at all hours.

Telia CallGuide Express as a service, but with simpler functional content. Telia CallGuide Express is based on Telia CallGuide’s powerful service platform, but with simpler functional content, for the smaller customer service. The package contains the most vital functions for incoming calls in a contact center, flexible queues with queue information, callback, skill-based routing, and statistical functions for follow-up.

Telia CallGuide Enterprise means that you buy licences for the Telia CallGuide software, using your own hardware. You are responsible for operation and supervision of your system, but you can engage TeliaSonera to do this, if you wish.

Nordic ip based service solution You find Telia CallGuide’s service solution ip based in Sweden, Finland, Denmark, and Norway. In this Nordic solution, you can combine traditional telephone calls with ip calls and still have all contacts in one single queue. This means that local branches in different countries can share queues. You can also have joint configuration, statistics and real time monitoring across country borders. The customer service can have traditional PBXs or ip PBXs in a mixed environment.

TeliaSonera has one of the world’s largest ip based backbone nets. Telia CallGuide’s technique allows for limitless contact centers that can be added to by customer services based on ip telephony elsewhere in the world.

The following description is an overview of the product. The contents of each separate solution vary depending on the licences included and on how settings are made. In sections 1 and 2 the functions in common are described whereas sections 3, and 4 deal with what is specific for the service and your own system respectively. In section 5 you find more offers for Telia CallGuide, such as training, and service, and support.


1 An overview

1.1 All contact channels in one application

CallGuide Agent is Telia CallGuide’s application for screen-based work with telephone calls, chat, e-mail, sms, mms, work items, letters, and faxes. The application offers the agent the option of processing all these contacts in his computer.

The agent is not tied to a specific workstation since the solution is updated with the connection the agent is working at for the moment. This is called free seating. This makes it possible to work from home as well, something that can make staffing for traffic peaks easier. Teleworking reduces travel and lessens the environmental impact. Telework workstations can be connected to the solution via LAN, ADSL or WLAN, for example. Different licences are offered for CallGuide Agent depending on the types of contacts the agent will be working with.

1.2 Queues and waiting lists

Telia CallGuide offers the option of joint queue handling between places, regions and customer services in several countries. The different groups or customer services can easily help each other at traffic peaks.

There are two kinds of queues; ”normal” queues and waiting lists. In queues the contacts are distributed automatically to ready agents. In waiting lists, the agent has the option of picking the contact to be processed. The organisation chooses the way to work that best suits the business. You can mix queues and waiting lists in the same solution. Both queues and waiting lists can be defined in a way that allows certain customers to be given priority.

In a queue situation for an incoming call, the customer can be given a queue position message. This message can inform about estimated queue time. Or, as an alternative, the current queue position and the number of agents servicing the queue can be read out. The agent sees how long the customer has been waiting in queue and can adjust his reception of the customer to this.

The customer has the option of waiting in queue, calling at a later occasion or being called back by the customer service at a better suited time, so-called callback. You show respect for your customers’ time by offering callback. This is also a way to relieve the pressure on the customer service or helpdesk as calls are distributed over time.

You can mix the various contact channels in both queues and waiting lists.


1.3 Skill-based routing

Having skill-based routing in Telia CallGuide, the agent’s skills profile rules which queues and waiting lists he will be working with. By giving the customers the option of identifying themselves and their errands, the contact can be routed to the best suited agent, or to a self-service function. Skill profiles are also used in telephony campaigns to find agents with the appropriate skill.

Contacts can be routed from numerous combinations of criteria, such as

• skills • customer profile

• groups • the agent last servicing the customer

• queue length • number of logged-in agents

• contact data • time of the day

In the CallGuide Admin applickation you configure the routing of the contacts to various skills groups.

The solution is geographically independent. This means that an agent can log in at an optional workstation regardless of location. The various contacts can be routed to a specific agent, a skill, a location/region, or to another country.

In traditional solutions that are not skill-based, you risk calls being routed to the ”wrong” agent, who will then have to act as an operator, transferring the call to the “right” agent. By routing the contacts, using the agents’ skills instead, you get an enhanced customer service and substantial streamlining.

In CallGuide Admin you configure the contact routing to different skill groups.

1.4 Media blending

Telia CallGuide has complete support for mixing different contact types, so-called media blending. An agent can work with contacts from different channels in turns. An agent receiving a call, can, for example, directly after having finished the call, be assigned an incoming e-mail or an outgoing call. The channels can be calls, chat, e-mail, sms, mms, work items, letters and faxes.

Other channels offered in future will be easy to introduce thanks to the product design.


1.5 Flexibility with mobile workstations

There are many advantages in being able to easily increase the number of agents in the customer service and in back office by quick access to mobile workstations. This provides a flexibility to strengthen your business with extra resources for planned or unplanned call peaks.

Mobile workstations can be used by agents working from home without connection to Telia CallGuide. Shop assistants and staff can relieve the customer service by helping in receiving calls. Mobile workstations are suitable for e.g. personnel on call or people working in the field.

In the picture above you see various ways of using Telia CallGuide. Examples 3, 4, and 5 show mobile workstations.

There are three different mobile methods in Telia CallGuide:

• CallGuide Agent Light with optional telephone type. CallGuide Agent can be used at teleworking locations with connection via e.g. LAN, ADSL, or WLAN. CallGuide Agent Light means that CallGuide Agent is used in a workstation without connection between the telephone and CallGuide Agent. The agent is logged in via a standard telephone or a mobile telephone. The agent has access to the functions in CallGuide Agent except some telephony functions, such as inquiry and conference.

• CallGuide Mobile Login with optional telephone type (e.g. switch extension, standard telephone, or mobile telephone), so-called mobile login. The agents logs in by calling in and supplying a code. Then the agent is a part of the customer service, with the possibility to receive calls in his telephone. For mobile login the CallGuide Agent application is not used.

• CallGuide Mobile Agent provides the agent with a graphical interface directly in a web browser in the mobile telephone. It is easy to get started as no installation is needed for the mobile telephone. The agent can log in to the customer service to see contact information, answer calls, pause/activate himself, to have the possibility to provide wrap-up, and to see contact history directly in the mobile telephone.

CallGuide Mobile Agent

With CallGuide Agent Light, CallGuide Mobile Login and in CallGuide Mobile Agent, the call traffic is routed via the normal skill based routing, applicable for the queues the agent is currently working with.

The customer service manager administrates and follows up agents just as usual in CallGuide Admin, CallGuide Stat, and CallGuide Pulse.

You can mix mobile workstations with the CallGuide Agent Light, CallGuide Mobile Login, and CallGuide Mobile Agent features in the same solution.

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1.6 Work levels

To support different ways of working in, for example, front office and back office there are three work levels; Queue, Inquiry and Private.

• Queue means that the agent receives contacts from queues and waiting lists.

• Inquiry means that an agent does not receive contacts from queues in Telia CallGuide but can only be reached via inquiries from other agents. No contacts from queues are connected directly to the agent.

• Private means that the agent does not get contacts from queues or gets any inquiries. The agent is logged out from all services but can still use CallGuide Agent to answer personal calls and to use the address book.

You also have the option of creating your own custom work levels, for example a work level for processing campaign calls or a work level for processing chat combined with e-mail.

1.7 Screen pop

CallGuide Agent can be integrated with systems for e.g. task management or decision support. Screen pop is an automatic presentation of information from one of your support systems. You can have screen pop for incoming calls, campaign calls, callback, chat, e-mail, sms, mms, work items, letters, and fax.

A customer calls in, identifying himself in IVR by e.g. supplying his customer number, or making a menu choice. The identification is then used to get customer information from the systems integrated with CallGuide Agent. The information is then presented to the agent on his screen at the same time as the call is connected.

In the same way, the agent can have customer information presented on his screen at the same time as a chat or an e-mail is delivered. For campaign telephony, you can see customer, address and prospect information via screen pop.

Screen pop can be carried out automatically before answer, after answer, before wrap-up, after wrap-up, and/or at contact activation.

Automatic screen pop makes the contact processing time shorter, increasing the possibility of receiving more contacts, thanks to the agent having relevant information about the customer at the very beginning of the call.

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1.8 Callback

Callback can be offered in IVR, via a web page, or by a telephone number sent in by sms or by e-mail to the customer service.

Callback provides the customer with the option of leaving his telephone number in the IVR, and, for example, specifying a time when the customer service shall call him back. Instead of having to wait in queue, the customer can be offered to be called back when his call is the next to be answered. This offer can, for example, also be made when the estimated queue time passes a set time. The peaks in customer service are reduced, ensuring a more even workload. The customer may even request to be called via callback from the web.

Offering callback shows the customer that you value his time. The agent can start the calls in a positive atmosphere. The customer service manager can easier plan meetings and pauses.

Current situation information shown in the CallGuide Pulse application, statistics presented in the CallGuide Stat application, screen pop, skill based routing, are some examples of what is offered for callback.


1.9 E-mail, sms, mms, and fax

Incoming e-mail, sms, mms, and fax can be routed to an agent with the appropriate skills. This same agent can receive calls as well. Faxes are received by a fax server converting the fax and sending it on as an e-mail. Incoming sms and mms messages can also be converted and sent to the agents as e-mail.

E-mails can be processed in an external e-mail program or via the built-in e-mail functions in CallGuide Agent. Both methods can exist in the same solution. With CallGuide Agent as e-mail client, the agent has an integrated tool, making his work easier.

Current situation information, statistics, screen pop, and skill based routing are some examples of what is offered for e-mail. Automatic answers can be created and sent to customers or citizens. The automatic answers can be configured for the customers to receive different answers depending on the contents of the e-mail.

With a customized self service you can automatically inform people and groups per sms, e-mail, and fax by sending out messages to recipients from your support system, e.g. an offer or when there is a change in delivery time.


1.10 Chat

With CallGuide Chat, customers can be offered to chat with agents in the customer service via the company’s own web page. You can easily introduce ready-made chat functions in CallGuide Chat to your web page. Using style sheets, the chat layout and the company web page layout can be uniform.

If the customer service is open, the customer can start a chat and then either gets in contact with an agent or, if there is a queue to the customer service, receives a queue message with queue position and an estimated queue time, if any. You have the option of using queues and/or waiting lists in CallGuide Chat. A chat dialogue is text based and is carried out interactively in present time. During a chat in progress the agent can paste text from the Information Guide knowledge database using this as an answer to the customer, see section 1.13. If necessary, a telephony inquiry to a colleague can be made and, furthermore, the chat can be transferred to a colleague. The agent can use his time efficiently by having several chat sessions in progress running at the same time.

When a chat contact is ended, the agent can see today’s chat history in CallGuide Agent. In the Interaction View contact history, you can afterwards find an ended chat contact and read what it was about, see section 1.14. Current situation information about chat is seen in the CallGuide Pulse application and statistics in the CallGuide Stat application. To offer chat as a contact channel provides an option of reaching new customer groups, accustomed to chat.


1.11 Campaign telephony

Campaign telephony in Telia CallGuide provides the tools for efficient outgoing telephony. This is, for example, used with the purpose of giving or getting information with a proactive purpose, for sales via telephone, for customer surveys and for various forms of follow-ups.

You can easily import new campaign records, or close campaign records that are not of interest any longer, from a text file, an Excel file, or via an open interface.

The campaigns are scheduled and dialed. With a priority schedule you can have several priority strategies giving priority to the campaign records to be called at different hours. This provides the possibility of increasing the reply rate, as you have knowledge of when different target groups are available. You can have several telephone numbers to call per campaign record. You can time rule campaigns as well, to be automatically stopped for specific times of the day, for example that no calls shall be made after 22:00. In CallGuide Agent, the agents can give feedback for the outcome of the calls. The customer service administrator can easily follow up progress and results using statistical reports and see the current situation for the campaign and the people working with it.

There are two ways of using campaign telephony in Telia CallGuide. One way is that an agent agrees to a campaign record being called via so-called preview. The other way is that campaign records are called automatically via a so-called dialer.


1.11.1 CallGuide Dialer

Using automatic dialing, time is saved as a call is routed to an agent only when the call has been answered by a customer. Time is saved between calls as well, and, furthermore, the calls that give a busy tone, or no answer, are sorted away, meaning that these calls are not routed to an agent. With the dialer you can use so-called overdialing as well. The dialer makes a certain percent extra calls compared with the number of ready agents, applying statistical models. Overdialing minimises the time the agent is waiting for a new call. You can set a maximum for the proportion of ”silent calls” and the system makes sure that no more than one ”silent call” is made to a specific telephone number.

1.12 Work Items

A work item in Telia CallGuide is a message with facts about a task, arriving via the open Work Item Interface. The message is routed as a normal e-mail contact in CallGuide Agent. The agent processes the contact in CallGuide Agent, but most of the time he handles the work item itself via separate applications that can be opened with screen pop. A work item can contain an address to a web page, where the agent is to carry out a specific activity.

What is included in a work item is not defined. All tasks that may have to be distributed among various agents can constitute work items. The work items are distributed by Telia CallGuide. Which agent that receives which contact is ruled by the routing rules you have set up yourself. The agents can work with different work items, and at the same time be logged in and active in CallGuide Agent. The work items are included in the daily customer service work, and can thus be followed up in statistics. In CallGuide Pulse and CallGuide Stat work items are accounted for as e-mail contacts. The best way to have work item contacts and e-mail contacts accounted for separately in statistics is therefore to use different task types.


1.13 Knowledge database Information Guide

In Telia CallGuide, the agent can get help in answering the customer’s questions. Information Guide is a knowledge and information database with several guides. Search can be made automatically for a new contact or manually, for example with free text search in CallGuide Agent.

Using Information Guide enhances the quality, as all agents can give the same answers to questions, having access to the same information. The agents can process errands quicker and give prompter answers as they are supported by facts from the guide, for example when chats and e-mails are answered, the agent can use a suggested text, making the contact processing quicker and more efficient.

You can also link subjects in Information Guide to information on a web page. In this way you can use information on the web for search in Information Guide.


1.14 Contact history in Interaction View

In task systems, customer systems, and in sales systems, you often find information about customers and their errands. What you often cannot find, is information about the contacts with a customer in specific cases. CallGuide Interaction View is a tool giving information about all communication with the customers. You can see when and who has called, chatted or sent e-mail to a customer, and who it was. When an agent receives a task, earlier contacts with this customer are automatically displayed. CallGuide Interaction View is also a searchable archive for calls, chat, and e-mail. You can see if a contact has just arrived, is in queue, or is ended. You can see who is talking to a customer right now or who is composing a reply to an e-mail. The information to be stored and to be searchable is optional, for example as regards times, task numbers, customer names, comments, task types, telephone numbers, or e-mail addresses. Sms and mms messages can be processed as e-mails in CallGuide Interaction View.


1.15 Survey

Using surveys gives you the option of collecting information and measuring the customer’s experience of your reception and service. CallGuide Survey is a function for polls in Telia CallGuide. You can easily create, implement, and follow up survey polls on the web, and over the telephone. A survey made several days, or weeks, after a contact with a customer, risk being less relevant. You can get a better picture of the customer’s meeting with your organisation by the customer answering the survey directly after the call is ended.

Different surveys can be used at different occasions. For example, the customer can answer a survey after having talked to an agent, after having hung up in queue, or after having been offered callback. Other occasions could be after having answered an e-mail, or after having used a self service feature. Surveys can be offered by letting the customer hang on, or to be called back after the call is ended.

Telephony surveys are answered by your customers answering a number of questions by pushing buttons. The questions in the survey can be either recorded phrases, or a text spoken by the Text to speech function, see section 1.23.1. You create and administrate the questions in a graphic interface. You can easily view the reply results for each survey on a web page. You also have the option of linking each survey reply to, for example, the agent having handled the call, or to the queuing time for the call.


1.16 Direct Inward Dialing (DID) and Attendance

Voice mail boxes, spoken attendance messages and speech recognition of DID calls can be used together in an integrated solution. To make a call and say the name of the person you want to talk to, is one example of speech recognition routing for DID calls. If the agent is not available, you are informed via a spoken message, and you can be offered callback, to leave a message in a voice mail box, or to speak to another colleague.

DID calls make the customer service more accessible? The entire organisation can constitute a resource for the contact center. Specialists that are not part of the customer service can be reached when necessary. At peaks, personnel in back-office can easily help out.

The attendance function gives the agents’ colleagues in the customer service, as well as the customer service administrator, the option of easily seeing where the colleagues are and when they will be back. If DID calls are used, calling customers can have the same attendant message information via messages in IVR.

1.17 Address book

Global address books, shared by the agents, can be created in CallGuide Admin. Each agent can also create a personal address book in CallGuide Agent. The address book can be sorted by fields such as first name, family name or user name. There are advanced search possibilities. The agent can call an optional number in the address book. The records in a global address book can be imported from an external telephone book. You also have the option of exporting records from the address book to an Excel file or a text file.


1.18 Organisation areas and subareas

An organisation area is an independent unit with its own queues, waiting lists, skills, groups, campaigns and agents. A solution with Telia CallGuide can contain several organisation areas.

Each organisation area can be seen as a separate solution and is completely separated from other organisation areas, having its own configuration, current situation information and statistics. You can route certain contacts between organisation areas and, as a result, the potential for collaboration exists. If several organisations share one solution, each organisation can constitute an organisation area.

Having the option of dividing the business into different organisation areas, a corporate group can consolidate its business in one single solution. Organisation areas can be used for outsourcing purposes.

An organisation area can contain several subareas. The purpose of subareas is to be able to follow up operation in different parts of the organisation. A subarea can have one or more queues, waiting lists, skills, groups, and agents. Subareas can overlap.

1.19 Access system

Telia CallGuide provides an access system where the user’s role determines which functions this user will be authorised to execute. Common roles are, for example, agent, customer service administrator, and system manager. You can also configure which part of the solution a user has access to. A user can have access to one or more subareas and organisation areas, so-called access areas. You administrate users and their respective access profiles, roles, skills and areas in CallGuide Admin.


1.20 Traffic monitoring and current situation information

CallGuide Pulse is a powerful tool for monitoring the current situation in your business. This information enables efficient management of the customer service, or the helpdesk.

You can monitor a subarea, an organisation area, or the entire solution. Information is displayed regarding, for example, the number of contacts in queue, the number of answered contacts, queue time and the number of logged in agents. The progress for campaigns can be easily followed up as well. The information is presented both numerically and graphically. Access determines which parts of the solution the customer service administrator may monitor. CallGuide Pulse also shows the users logged in to the various applications.


1.21 Monitor with queue information

Current situation information can be displayed as a slide show on a large screen, a so-called monitor, placed centrally in the customer service. In CallGuide Monitor you can, for example, see information about service levels, number of logged in agents, number of incoming contacts in queue, and longest time in queue. What you see on the monitor is configured in CallGuide Pulse. Different locations can choose to display different information.

The service levels in the solution can be set both for the entire customer service and for each queue. When the service does not reach the set level, the monitor can show colour signals in the same way as in CallGuide Pulse and in CallGuide Agent.

1.22 Statistical reports

Telia CallGuide contains an application for statistics, CallGuide Stat, for following up how your operation functioned yesterday, last week, and last month. Statistical reports can be produced per organisation area or subarea. Task statistics are generated in a uniform manner for all contacts, regardless of contact channel.


CallGuide Stat offers many agent, queue, system, task, and campaign reports. These reports present the statistics as tables in some cases, and graphically in other cases. You also have the option of defining your own reports. The user’s access rights rule which reports he can produce.

Data in CallGuide Stat can be exported to Microsoft Excel, for example, for further processing. Data can also be transferred regularly to workforce planning systems.

You can schedule statistical reports in CallGuide Admin and have your reports distributed via e-mail, for example, or to be generated in HTML, and be published on your web. In CallGuide Admin, the administrator configures the reports to be scheduled, for which time interval and the time when the report is to be generated.

By keeping a complete check on the operation, in the current situation through the Monitor and CallGuide Pulse, and historically through CallGuide Stat, it is possible to optimise plan staffing levels.

1.23 Flexible IVR

The IVR is a central component in Telia CallGuide. Calls to the contact center and the self- service arrive via the IVR.

Among other things, the IVR is used for

• allowing the customer to make menu choices and/or identify himself in order to make the call information being sent on to the agent,

• setting timers for different menus depending on time of the day,

• offering the customer the option of self-service,

• providing the customer with the option of being able to easily toggle between queue and self-service,

• queuing calls,

• conveying queue information, such as queue time, queue position and number of agents servicing the queue, to the customer,

• offering the customer the option of a callback call,

• offering the option of giving extra messages/emergency messages.


1.23.1 IVR with several communication methods

Recorded phrases are read out in the IVR. When recording in a studio, there are several professional voices you can use to suit your organisation’s profile.

Text to speech is used when you have a synthetic voice reading out written text as dynamic information in the IVR. It is easy to modify the text and the change takes effect immediately. CallGuide Text to Speech exists i.a. in Swedish, Danish, Norwegian, Finnish, and English. The quality of synthetic speech is not quite as good as studio recorded speech, but is very close to it.

Text to speech can be used by entering a text on a web page. This text is then spoken in the IVR. You can also use information published on the company’s web page to be spoken. For example, you can type a message for operation information that is later spoken in the IVR. Other examples can be news information, up-to-date price information, alarms, or emergency messages. You can use surveys to measure your customers’ experience of your treatment and service. You can create survey questions by writing them on a web page, and the questions are then spoken in IVR.

Pushing buttons Dual Tone Multi-Frequency (DTMF), is a common method in IVR to allow the customer to specify his errand.

Speech recognition means that the customer uses his voice in IVR to specify his errand. Speech recognition is suitable in combination with pushing buttons. Speech recognition consists of directed speech or free speech, or a combination of both.

• Directed speech means that the customer uses his voice to specify which of the spoken choices that best fits his errand. Directed speech is suitable when the question is clear, and there are more than ten reply options to choose from. For example, when choosing a destination for your trip, you can say an arbitrary place in Sweden.

• Free speech allows the customer to describe his errand in his own words. The function interprets the meaning of the free speech, understanding what the customer wants, asking any resulting questions and then routing the call to the appropriate agent or to a self-service function. Free speech is suitable when you have many different kinds of tasks, and where you would get long and comprehensive speech menus. With free speech you are give the option of increasing your productivity and improving customer service. Free speech results in fewer redirections of calls, as the customer immediately ends up with the appropriate agent, or the appropriate self service.


1.24 Self service

Some tasks can be suitable for automation, and for letting the customer handle himself, using self service via the call, sms, e-mail, fax, or web contact channels. The customer service gets fewer routine tasks, resulting in higher efficiency with reduced costs, and more time for complex errands. For example, the customer can handle bank transactions, bookings, and order forms, without talking to the customer service.

You can provide your customers with better service and increase availability by offering self service features for appropriate errands. Self service can be offered in many different ways, as seen below.

Menu choice in IVR At queue situations the customer can be offered the option of choosing between remaining in queue, or using self service. For example, you can offer to send a form, or a brochure via a menu choice option. The customer can, from self service, return to the queue, keeping his queue position, in case he should require help from an agent. Self service in IVR is handled by pushing buttons, by directed speech, or by free speech.

Sms The customer can, for example, place an order via sms, and receive a message via sms when the delivery is carried out. In Telia CallGuide there is a function, CallGuide Sms, for sending and receiving sms to all GSM operators in Sweden, and to most countries in the world. You can enhance your existing customer handling systems by sms services for your customers. An Sms can include text, but also, for example, ring signals or background pictures.

E-mail The customer can order a subscription and receive an automatic confirmation by e-mail or fax. A keyword searched for in a received e-mail can be used to generate a confirmation, connected to this keyword, via a sent e-mail.

Web The customer can look for information himself, and when needing personal contact, he can send an e-mail, choose to be called, or chat with the customer service.

Co-operation between contact channels You can inform people, and groups, automatically via sms, e-mail, and fax by sending a message to recipients on a send list, for example when there are changes in departure times for various means of transport.

All contact channels can be combined in self service. For example, you can place an order via IVR, and receive a confirmation via fax.

You already have information and services in your current business and operation systems that you can use together with Telia CallGuide. Information about the customer is fetched from a customer database to be used for customized offers.

In the presentation logic you create the user interface for the self service function, for example IVR menus, or keywords for sms. In the self service rules you find integration with underlying support systems. The self service rules can be used from several channels over and over again, enabling collaboration between channels. For example, a booking via the web can result in a ticket via sms or e-mail.


1.25 Connections and open interfaces

Telia CallGuide provides ready-made connections and open interfaces for integration with, for example, customer databases, systems for workforce planning, incoming work items, and task management. You can easily connect the solution and your existing support systems. The picture below shows some of the integration types supported by Telia CallGuide.

1.25.1 Efficient connections to other business systems

Switches Telia CallGuide can be integrated with most switches having a CTI (Computer Telephony Integration) interface. Telia CallGuide provides ready-made connections towards a number of switches from Telia, Cisco, Nortel and Aastra.

All other switches and mobile telephone can be used with limited screen based telephony, either with CallGuide Agent Light, or with CallGuide Mobile Login.

You can mix various telephony connection types in one single solution. You can mix workstations with CallGuide Agent Light, CallGuide Mobile Login, CallGuide Mobile Agent, and CallGuide Agent with connection to various PBXs.

Workforce planning A system for workforce planning is an efficient tool for planning and optimising available resources. Telia CallGuide can be integrated, via the Real time and Workforce Interface and the Statistics and Workforce Interface open interfaces, with systems for workforce planning. There are ready-made connections towards Teleopti, for example.

Recording as support at training and business deals You can easily add a recording system for calls to Telia CallGuide. There are ready-made connections via the open Recording Interface towards the NICE recording system, for example. A recording system is a handy tool for listening to calls concerning business deals, counselling, threat calls, for example, or as a tool when training new agents.


Chat With CallGuide Chat customers can be offered to chat with agents in your customer service via your company’s own web page. Ready-made chat functions in CallGuide Chat can easily be introduced on the web page. When style sheets are used, the chat layout can be uniform with the layout of your company web page.

E-mail You can receive and route e-mail in the same skill based engine as other contacts by connecting the solution to an e-mail server with POP3 and SMTP.

Faxes, letters, and documents Telia CallGuide can handle incoming faxes via a fax server, converting the fax into an e-mail message. Then it is placed in a queue in the same way as e-mails. Letters and documents read by a scanner and converted into e-mail, can also be received by Telia CallGuide and be routed as e-mail.

Sms and mms messages Telia CallGuide converts sms into e-mail. A sms message then arrives to a queue as an e-mail message. Short numbers and key words can be used in order for the customer to be routed to an agent with the appropriate skill. Mms functions as sms, but pictures and sound files are attached to the e-mail as attachments. There is also a self service function, CallGuide Sms, for automatically sending and receiving sms messages. Self service via sms and mms can be easily realised via open Sms Interface. Short numbers and keywords can be used in order for the customer to reach the appropriate self service. The sms function is operator independent, and functions in all nets in Sweden, and in most countries. CallGuide Sms is today offered as a service.

Text to speech For the CallGuide Text to Speech function, you use the CallGuide Text to Speech Engine sub product with an open interface, Text to Speech Interface, where text can be easily converted into sound files, and the text is spoken in an appropriate language with a selected synthetic voice. CallGuide Text to Speech is today offered as a service.


1.25.2 Integrations and simple adjustments via open interface

Screen pop The agent can receive screen pop, an automatic presentation of customer information on his screen, at the same time as the contact is connected. To get screen pop, CallGuide Agent is integrated with your support systems for e.g. task management or decision support. You can have screen pop for incoming calls as well as for campaign calls, callback, chat, e-mail, sms, mms, work items, letters and faxes. The integration is easily made in the open Screen pop Interface with, for example, Windows scripting and standardised communication protocols for communication between programs in Windows environment such as .NET, COM, DDE and ActiveX.

Data exchange with support systems You have the option of downloading and sending data from the IVR dialogue to your support systems, for example pin code validation during a call in progress, via the open Dialog Flow Interface.

Callback via web The Callback Interface can be used for creating callback records in Telia CallGuide via Web Services. The interface provides the option of displaying opening hours on the web as well as queue position for a requested callback.

Customized e-mail You can download and write information to customer databases, sales systems, and task handling systems via the open Email Interface. For example, you can use this function to create custom automatic answers and to route e-mail.

Self-service in IVR and towards support systems The self-service functions are written in VXML and are used in Telia CallGuide via the open VXML Interface. The self-service functions are integrated with your support systems to create the desired self-service. One example of a self-service is to supply information, via an optional channel, about a customer’s bank balance and his latest transactions

Customer database for campaign telephony You can import and close call records from an external customer database, where you find information about customers to be called. Import takes place via the open Campaign Interface.

Work Items Telia CallGuide has an open interface for incoming work items; Work Item Interface. Work items are messages for tasks that are to be forwarded to the agents for action. One example could be a job order (assignment) created on a web page. The incoming work item is converted into an e-mail message. This provides you with the option of being able to promptly accept any new contact types in your contact center, keeping your uniform routing and statistics.

Present situation information from Telia CallGuide can be presented on the web or in a mobile phone via the open Pulse Interface. The interface is built on Web Services and the SOAP standard. The Web Services technology makes it easier for different services to communicate and exchange information in a standardised, secure, and controlled way. With Pulse Interface you can create web pages displaying the current situation from CallGuide Pulse. All agents and back-office personnel can easily get an overview of the present situation.


Customer database for contact routing and information Telia CallGuide can be integrated with an external customer database via the open Routing Interface to provide further options for contact routing, and for information about the customer, in addition to what is offered in Telia CallGuide. For example, the customer database can provide information about which customer category the customer belongs to, based on the number specified in the IVR or in the e-mail. This information can be used for contact routing. The agent can also get information about the customer, saving time and providing the possibility of an even better customer service.

Adjusted agent tool in the CRM system In most support systems you can create a customized graphic interface where the agent can access functions in CallGuide Agent. Via the open Agent Interface the support system can be integrated with Telia CallGuide. The integration can be made client-to-client with, for example, ActiveX or server-server via socket, making it possible to integrate most CRM systems (Customer Relationship Management) on the market with Telia CallGuide.

Attendant message system You can integrate Telia CallGuide with your attendant message system. This makes it easier and more efficient for the agents to work, since they, in this way, only have to leave an attendant message in CallGuide Agent. At an integration you see one single attendant message for the agents, irrespective of where the information is fetched. When an attendant message has been entered via CallGuide Agent, or has been changed via CallGuide Pulse, the entered attendant message is seen in both CallGuide Agent, in CallGuide Pulse, as history in CallGuide Stat, and in your attendant message system.

Attendant Message Interface is the open interface enabling integration. It can be used for exporting, in real time, attendant messages from CallGuide Agent to other attendant message systems, such as Netwise CMG, Trio Present, Microsoft Office Communication Server. The interface communicates via an XML based protocol, facilitating integration with existing XML-libraries.

There is high built-in security in the Attendant Message Interface interface. Encrypted login information (username and password) is verified before your attendant message system can receive attendant message information.

Data storage – Data Warehouse In Telia CallGuide you find a built-in calculation of statistics for a number of standard reports and for your own reports.

You have the option of storing data to later make customer unique calculation of statistical information that you cannot find in the built-in statistical calculation via the open Historic Data Interface.

Long term contact history storing With the open Interaction View Interface, you are given the option of exporting information from the database for CallGuide Interaction View to other systems, e.g. for analysis or for long term storing.

Alarms and supervising By using the Supervise Interface that are based on Web Services, you can more easily see the load, whether the solution is functioning as it should, and supervise various sub products in Telia CallGuide.


2 Applications Telia CallGuide consists of the CallGuide Agent, CallGuide Admin, CallGuide Pulse, and CallGuide Stat applications. In the installation programs for the applications, a tool, CallGuide Configuration Utility, is included. It is used to set the applications’ connections to your Telia CallGuide solution. The tool is a simplified interface for making changes to Windows registry.

You can choose to display English or Swedish text in your application. CallGuide Agent is available in Finnish, Danish and Norwegian as well. There are user manuals in Swedish and English. Mini manuals for CallGuide Agent are published in the five languages above.

2.1 CallGuide Agent

CallGuide Agent provides the agent with an overall picture and a simple and flexible tool for working with telephony, chat, e-mails, sms, mms, work items, faxes, and letters. The user interface has an easy-to-use graphic and runs on the agent’s computer. CallGuide Agent provides the agent with an overview of the current queue situation, among other things.

Information about the call can be displayed to the agent, even before the call is answered. This provides the agent with a better opportunity to prepare himself and in this way influence his work situation.

With CallGuide Agent, the agent can make inquiries to other agents in the customer service, or transfer the call to another skill or group directly via the address book. The agent can, during a call in progress, choose to create a callback call in order to be able to continue the dialogue with the customer at a later occasion. To support different working methods in front office and back office, for example, there are three work levels – queue, inquiry and private.

The picture above shows an example of what CallGuide Agent might look like when more information is displayed. To the left, information about queue status has been expanded. To the right, Statistics today helps the agent see what has happened so far today.

With CallGuide Agent Light, CallGuide Mobile Login, and/or CallGuide Moblie Agent, features, the agents can be mobile agents in Telia CallGuide, see section 1.5.


2.2 CallGuide Pulse

CallGuide Pulse is the application used for viewing the current situation in your customer service, for agents and contacts. The information can be displayed in CallGuide Pulse and/or in Monitor, a slide show function displaying a selection of the information. A screen with the Monitor is best placed where all agents can see the information. You can also present the current situation on the web or in mobile phones using the open Pulse Interface, enabling creation of your own web pages.

The pictures above give examples of what CallGuide Pulse can show, with several windows opened – names of queues, number of agents logged in per queue or campaign, number of calls in queue, progress and result for campaigns and service levels. All windows are seen in real time, i.e. what the current situation is like.


2.3 CallGuide Stat

In the CallGuide Stat application, statistical reports can be generated using a graphical user interface. CallGuide Stat provides follow-up for different activities in the contact center.

You find pre-defined statistical reports in CallGuide Stat for agent, system, queue, campaign, and task statistics. You also find templates you can use to compose your own reports.

Below you see an example of a report with agent statistics.


2.4 CallGuide Admin

CallGuide Admin is the application used for administrating and configuring settings in Telia CallGuide. This is where you supply the parameters needed to govern the solution, to create queues, to handle agent skills, and to send messages to the agents. In CallGuide Admin you also have the option of configuring opening hours in IVR, among other things.

Central configuration of the agents’ CallGuide Agent is also carried out in CallGuide Admin.


3 The Telia CallGuide VCC service Telia CallGuide comes in three packages

• Telia CallGuide VCC - as a service.

• Telia CallGuide Express - as a service, but with a simpler functional content.

• Telia CallGuide Enterprise - as your own system, see section 4.

Telia CallGuide VCC (Viritual Contact Center) is a so-called Intelligent Network service (IN service) in TeliaSonera’s network. The PSTN (Public Switched Telephone Network) fixed network is used for access and for call routing. PSTN is supplemented with service servers and accompanying IVR equipment. The service servers are central parts of the service, including routing logic and the control of user workstations. You can use different types of access numbers for the service. The choice of numbers can depend on your existing established numbers that you want to reuse. Other considerations for the choice of numbers can be profiling or functional requirements.

The service is developed in close co-operation with customers, and new functions are continually offered within the service.

3.1 Nordic service

The service is offered ip based in Sweden, Finland, Norway, and Denmark. Ip calls are handled as ip calls throughout the entire solution but can also function as gateway towards traditional calls. You can mix traditional telephone calls with ip calls in one single queue.

System sketch over the Nordic service

With the technique of this service, country borders are partly erased. Calls are transported via the Internet or other data connections, all the way to the agents, no matter where they are located and no matter from where the call is made. Customer services outside the Nordic countries can thus be connected according to need.

3.2 CallGuide Admin in the service

When you use the service, you have the option of adding new IVR phrases via CallGuide Admin. Phrases and menu choices can be switched on or off. You can schedule when menu


choice alternatives, exits and phrases, are to be available. You can also call the IVR and, for some specific IVR phrases, enter a new phrase or modify an existing phrase as well as turn the phrases on and off.


3.3 Properties

3.3.1 Operational reliability

Many customers use the service 24 hours a day. TeliaSonera has an operating organisation supervising all parts of the service 24 hours a day, 365 days a year. Back-up is generated every 24 hours.

The service is designed for business-critical operations requiring high accessibility and operational reliability, and has built-in redundancy. Virtual machines using VMware technique and SAN (Storage Area Network) enable expansion and hardware upgrade during operation. If a server machine should go down, the VMware technique automatically moves the server software to one of the redundant server machines, without the service being affected.

All IVRs are redundant many times over, meaning that an IVR can be out of service without effects on the business. IVR phrases and configuration are stored on each IVR but also centrally for increased reliability. Also the networks in the service are built with redundancy in all parts. Furthermore, the service has dual connections towards the telecom network.

3.3.2 Distribution and scalability

The service supports virtual customer services/helpdesks, meaning that it is possible to conduct operation at several locations. Using the service, it is easy to effectively distribute incoming calls to several different answering points. Physical location is not decisive, as contacts are routed to groups or skills. These can be distributed across several locations. The solution’s control logic determines how different units should interact. The service supports home workstations and mobile telephony.

The service is easy to expand or reduce. You can, for example, change the number of IVR lines and agents depending on your business. The service is geographically independent.

3.3.3 Security

The service is designed to offer a high level of security. You find physical safety at many levels in Telia CallGuide, ranging from shell and access protection in the computer halls where the service is produced, to the option of encrypting connections between agent and server.

The servers, on which the service is produced, are configured according to TeliaSonera’s safety policies, which are continually revised. The servers are regularly patched with security patches. Improvement work according to ITIL (IT Infrastructure Library), focusing on security and operational availability, is in constant progress.

In Telia CallGuide you find an extensive access system with access roles and rights, ruling in detail what the separate user can see and do in the solution. In a change log in CallGuide Admin, when, what, and who made a specific change, is automatically logged.

All users must log in to the system by username, and a password may be requested. To log in to CallGuide Pulse, CallGuide Stat, and CallGuide Admin, a password is always required. Access roles govern what each user can look at, change, or remove. All passwords in the solution are stored and sent encrypted. RSA is used for encryption and MD5 for authentication.


3.4 Implementation project

Your service is configured and set up at delivery. The implementation is carried out by a project group from TeliaSonera, working together with your project group. Before enabling the solution, acceptance tests are made to ensure the content of the delivery.

3.5 Documentation

In the service delivery, the following documentation is included:

• User manuals

• Installation manuals

• Access to the Telia CallGuide Product web; a location where you can download applications and documentation, 24 hours a day.

Telia CallGuide Product web


4 Your own system - Telia CallGuide Enterprise Telia CallGuide comes in three packages

• Telia CallGuide VCC - as a service, see section 3.

• Telia CallGuide Enterprise - as your own system.

• Telia CallGuide Express - as a service, but with a simpler functional content.

In Telia CallGuide Enterprise you buy licences for Telia CallGuide software, using it in your own hardvare. Your own organisation is normally responsible for operation and supervision. The system can be located and operated in TeliaSonera’s premises.

The system is robust easy to operate, maintain and upgrade, is validated for high security, and it is scalable, meaning that it is easy to expand according to need.

The system uses established standard software such as Microsoft SQL Server and Microsoft Windows. The product is therefore developed alongside other software.

System sketch

4.1 Enterprise IVR

Enterprise IVR (Interactive Voice Response) is the IVR meeting the customer at incoming calls. Enterprise IVR is used for offering the customer different menu choices and providing the option of self-service. Customers can also be offered callback via IVR. Enterprise IVR is also used for collecting call information and for queuing calls. In the IVR, directed speech and free speech can be offered, both for self service and as an entrance to the customer service.


4.2 Server components

The sub products below are server components in the system. The sub products are not delivered in the service, as they are a part of TeliaSonera’s net.

CallGuide Server is the engine in the system. CallGuide Server keeps track of the status of all agents, synchronises the routing and queuing of contacts in the system, and also generates statistics and current situation information. CallGuide Server has open interfaces for integration with other systems.

CallGuide CTI Engine enables screen based telephony in CallGuide Agent, by interacting with telephony switches. CallGuide CTI Engine can be connected to a number of switches using interfaces such as JTAPI, CSTA I, CSTA III och MLS.

CallGuide Database is a database based on Microsoft SQL Server. This is where information about configurations, current situation information, statistics, etc. is stored. CallGuide Database has open interfaces for integration with other systems.

CallGuide Service Database is a database processing data for configuration of CallGuide Sms Engine, and CallGuide Survey Engine.

CallGuide Application Server is a server that CallGuide Agent, CallGuide Pulse and CallGuide Admin use to communicate with CallGuide Database.

CallGuide Report Server is a server that automatically creates and distributes the statistical reports scheduled via CallGuide Admin.

CallGuide Interface Server offers open interfaces where other systems can be integrated with Telia CallGuide. Furthermore, CallGuide Interface Server has functions providing scalability, and preventing integrations from affecting performance in other parts of the system.

CallGuide Interface Server requires login for a session to be established with an external server. The security mechanism and encryption of the access system are used as usual.

CallGuide Email Server transports e-mails, sends automatic answers and applies text analysis on received e-mails. CallGuide Email Server is connected to your regular e-mail server.

CallGuide Dialer is the component in Telia CallGuide that automatically makes campaign calls. CallGuide Dialer has algorithms for preview, progressive and dynamic dialing in order for the agents to quickly and efficiently reach your customers.

CallGuide Chat Engine is the software conveying chat messages between web and agent.

CallGuide Survey Engine is the software producing and publishing surveys.

CallGuide Text to speech Engine is the software converting text to sound files, and where the text is read out in a suitable language by a selected synthetic voice.

CallGuide Dialer Engine is the software making automatic ring-outs, for example for outbound surveys.


4.3 Properties

4.3.1 Operational reliability

The system is designed for business critical operations requiring high accessibility.

CallGuide Server is implemented with Ericsson’s Erlang/OTP technology and a supervision tree, which defines factors such as start-up order and dependencies. If a part of CallGuide Server experiences a problem, the server will be restarted within half a minute by the supervision tree, without other parts being affected. If the specific part of the system has dependencies to other parts, the affected parts are restarted in a pre-defined order. In this way the supervision tree increases the system’s robustness.

All server applications can run as Windows System Services. All server components in Telia CallGuide can execute in WMware systems with SAN (Storage Area Network), enabling expansion and upgrading hardware during operation. If a server machine should go down, the VMware technique automatically moves the server software to one of the redundant server machines, without the operation being affected.

Alarms are generated in the event that part of the system should fail. The alarms are sent to Windows Event Log. Via Supervise Interface and Supervise Interface - Extended, alarms and status can easily be published on a web or in another supervising tool. You can also configure the supervising to react on any process you want, and also to generate an alarm if a process should go down.

At an operation shutdown in a vital part of the system, the system automatically passes to a fallback solution. Calls are then normally routed to a fallback number, which might be a group number or an ACD switch. The telephones continue to ring, even in the event of a network connection going down.

The fallback solution can consist of several stages:

1. If CallGuide Server or CallGuide Database is out of operation, the IVR continues to function, and all calls are sent to one or more fallback numbers. The calls are answered directly in the agent's telephone.

2. If the IVR is out of operation, the calls can be routed to a fallback number.

The database manager’s backup functions are used to back up the system. Real time backup is carried out through duplication of certain data in the system. Duplication increases the system's reliability and robustness.

The system can be distributed over several servers, which also increases the robustness of the system in terms of hardware. By having multiple connection endpoints, the various machines are able to communicate. If CallGuide Email Server executes on a machine that is separate from CallGuide Server, the telephony processing is not affected in the event of temporary high e-mail loads. Also CallGuide Interface Server, which is used for integration towards other systems, can execute on its own hardware, having functions for scalability, preventing integrations from affecting performance in other parts of the system. In the same way, CallGuide Chat Engine is designed for scalability and to protect other parts from performance loss.

4.3.2 Scalability

The system is scalable and can be extended according to increasing needs. CallGuide Server, CallGuide Email Server, and CallGuide Database can be distributed over multiple machines and/or processors in order to increase the system’s performance. The configuration of load distribution is carried out in graphic user interfaces in CallGuide Admin and Windows.

It is also possible to use multiple IVRs in the system, which increases both performance and robustness. The IVRs can be connected to a switch, or be distributed over several switches, or be connected directly to the public telephone network.


4.3.3 Distribution

Telia CallGuide Enterprise supports virtual customer services/helpdesks, which means that it is possible to conduct operations at several locations. Physical location is not decisive, as contacts are routed to groups or skills. These can be distributed across several locations. The system’s control logic determines how different units should interact. Telia CallGuide Enterprise supports home workplaces and mobile telephony.

4.3.4 Security

The system is designed to offer a high level of security. In Telia CallGuide you find an extensive access system with access roles and rights, ruling in detail what the separate user can see and do in the solution. In a change log in CallGuide Admin, when, what, and who did a specific change, is automatically logged.

All users must log in to the system by username, and a password may be requested. To log in to CallGuide Pulse, CallGuide Stat, and CallGuide Admin, a password is always required. Access roles govern what each user can look at, change, or remove. All passwords in the solution are stored and sent encrypted. RSA is used for encryption and MD5 for authentication.

4.4 Implementation project

Your system is configured and set up at delivery. The implementation is carried out by a project group from TeliaSonera, working together with your project group. Before enabling the solution, acceptance tests are made to ensure the content of the delivery.

4.5 Documentation

When Telia CallGuide is delivered, the following documentation is included:

• User manuals

• Installation manuals

• System documentation

• Operating instructions

• Access to Telia CallGuide Product web; a site where you can download applications and documentation, 24 hours a day.

Telia CallGuide Product Web


5 More offers Having experience from many years of delivering contact centers to authorities and geographically propagated companies, TeliaSonera offers technical and strategic consulting services for contact centers.

5.1 Training

A high level of skill in Telia CallGuide contributes to increase the return from your solution. The training teaches the users to utilise the functions in a good and effective way. This knowledge contributes to higher satisfaction on the part of the users, to better service for the customers, and to a more efficient contact center.

TeliaSonera provides basic training and in-depth courses for agents, customer service managers, system administrators, and other concerned personnel, such as operation personnel. You decide whether TeliaSonera shall train the users, or if you want to have some people from your personnel to be trained, then to train your personnel inhouse. Training is offered on location on your premises, or via the web.

Knowledge and experience are also conveyed at conferences, so-called UserForums, arranged yearly by TeliaSonera for Telia CallGuide users.

TeliaSonera offers training in Telia CallGuide from starting position to expert level. Operation and support training is offered for those of you using Telia CallGuide Enterprise. The training above consists of blocks that can be combined according to need.

5.2 Service, support and maintenance

TeliaSonera’s support organisation works according to ITIL, focusing on security and operational availability. TeliaSonera’s helpdesk is open 24 hours a day, all days of the year and can be accessed via telephone or web. The service level included in your agreement is regulated with SLA (Service Level Agreement). Service, support and maintenance for Telia CallGuide can encompass helpdesk, troubleshooting, program updates, spare parts, and administration of system documentation.

The Telia CallGuide VCC service also offers operation and monitoring 24 hours a day for the system components placed in TeliaSonera's operation environment. For users of the service, there is always an agreement about error reporting. There are standard packages, but TeliaSonera also have offers with extended time for error reporting, guaranteed service start, guaranteed action time, as well as various fallback and emergency routing solutions.


Users with their own system with Telia CallGuide Enterprise can engage TeliaSonera for the same kind or error reporting, and various levels of service as for the service solution.

5.3 Consulting support

TeliaSonera offers user support and consulting support for Telia CallGuide within a number or areas. Everything from e.g. optimizing the solution for skills, priorities, and routing, alteration work in IVR to producing custom statistical reports for follow-up.

5.4 Contact center inspection

An inventory of today’s business is made in this offer, from business and service goals and an estimate of the development needs you have for your contact center, to be able to create a more substantial value, both for your customers, and for your company. This leads to a tangible action plan with business case, as well as a clear target picture for how your solution will support your business in order to attain successful customer service, efficient ways of working, and an improved working climate and sales power.

5.5 Matching European standards for customer contact centers

There has long been a need for a checklist or a guide, with ”best practice” to be used as a guideline for your own business, for the people working with customer service and developing contact center business. You can now use the new European standard (in Sweden called SS-EN 15383:2009), for customer contact centers to secure the quality of the customer contact and to develop your business. You cannot today certify your business; the standard just aims at being a checklist, in order for you to know that there is order in the most important parts of the customer service business.

The standard aims at all customer services, both external and internal help desks, outsourced business, and under personal management, incoming telephony, e-mail, chat as well as telemarketing, i.e. all contact center business.

The standard comprises the areas above. In total, the standard comprises more than 300 requirements and a large number of key figures that you shall, or are recommended to, follow up.

TeliaSonera offers consulting help that with neutral eyes and experience are familiar with the new European standards for customer contact centers. The consultants run and carry out the matching in co-operation with you. The result is an inspection and securing the quality of your business. You get the status of the various areas of the standard, identification of improvement areas, and knowledge about the content of the standard.


5.6 Channel strategy with task inventory

Customer contacts via different channels such as telephone, chat, sms, web, or a personal meeting, must be coordinated to follow the customer process and to interplay with each other. Having the correct task in the appropriate channel you get the option of creating proactive and individually adjusted services that lead to increase in sales, cost efficiency, creating a customer experience beyond the normal.

With a task inventory you can gain new knowledge about tasks that arise because of quality flaws, for example unclear invoices, and can sort out the causes instead of relieving the symptoms. You also find the tasks that are suitable for processing through self-service or IVR.

5.7 CallGuide Customer Entrance Analysis

CallGuide Customer Entrance Analysis is based on a number of your customers describing their errands. This is done completely automatically with advanced directed speech technique, allowing the customers to use their own words and expressions, without having to adapt themselves to a limited vocabulary. By compiling the answers, an overview of why the customers contact your customer service, is produced. You get the customer’s own perspective of which errands that are handled, or should be handled, by your customer service.

A customer service analysis provides a clear picture of how well the customer entrance functions. You are given the option of adjusting the customer entrance to the customers’ real needs and to your business. The work to make the customer service more efficient is thereby given an obvious focus on customer use, as you use your customers’ real questions. You also get a detailed picture of the cost for handling various tasks, making it easy to motivate and prioritize investments in the customer service. You can also use the analysis to measure and follow up the result of investments made.

You find all the necessary equipment for CallGuide Customer Service Analysis in TeliaSonera’s net. No installation is required for your solution. The data collection is carried out automatically and is a smooth and easy process that can be carried out practically without your personnel having to participate. They can devote their full time to their normal work.

5.8 Technical pre-study

The contact center solution is designed in a feasibility study. The aim is to jointly develop a specification that describes the solution. This preliminary work ensures a rapid, smooth installation. The work on the feasibility study can easily be justified in the form of timesaving and work satisfaction.

The work can encompass

• review of the current situation and needs in the operation and for the technology,

• description of IVR dialogue, agent skills, queues and skill-based routing for example,

• specification of any interfaces to external systems,

• description of a reserve solution,

• dimensioning of the solution on the basis of varying traffic volumes.

The technical pre-study results in a written specification, describing in detail the structure of the functions of the solution.

5.9 System integration

The installation of a contact center solution may require integration between a number of systems. For complex systems, several suppliers can co-operate in the integration work. A system integrator, focusing on the total, co-ordinating the suppliers involved is a condition for a good result. The work of the system integrator secures that focus is placed on set goals and that the established time plan is followed.



5.10 Implementation support for contact center

A successful implementation of new system support, or other major changes, for you as buyer and user, requires systematic and business critical work. For example, you must have specified resources with time, experience, and the mandate to act as receiver of the delivery.

TeliaSonera’s experienced consultants can support you before, during and after the implementation to establish functionality and ways of working in a new contact center. The consultant can help you, either by managing the project or by acting as a sounding board for your own key persons, for example project managers, and business managers.

5.11 Coaching

The customer service administrator shall secure good customer service, staff development, keep an eye on the costs and handle complex technical systems. TeliaSonera’s coaches can help the customer service administrator grow in his role and provide a safe and secure support in the daily work.

5.12 Vulnerability analysis

A vulnerability analysis helps you gain consciousness about the risks your company is exposed to, and the consequences an incident could result in. There are many events that can result in major consequences for activity in the contact center, and for the customer service, for example a severed data cable, or sending out incorrect invoices.

When the vulnerability analysis is done, you will have

• an overall picture of risks and threats,

• a decision basis for securing the business critical processes,

• guidelines for how you shall handle customer contacts and tasks in a crisis situation,

• a clear picture of strengths and weaknesses in various communication solutions,

• an action plan with activities and actions.

2010-06-21

© 2010 TeliaSonera Sverige AB FAHA 201 2001 PRO-25319, ver. 7 rev. 2.0

For further information, contact TeliaSonera

Telephone: +46 771 99 04 00

Web: http://product.contactcenter.telia.se

http://product.contactcenter.telia.se/

Documents

Telia CallGuide produktöversikt - Telia Kontaktcenter · PDF fileTelia CallGuide is developed for and in close co-operation with users, such as agents (for example agents, sales personnel,