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InteractCRM Solutions

InteractCRMInteractCRM Solutions

A complete preview dialing and list management solutionsAgent Scripting, Call and Campaign Controller, Customer Data Manager

Monitoring Tool for Mission Critical ApplicationsImprove Applications Management and Service

Activity Tracker for Multiple AIC Sites

Reducing Management and Reaction Time

Multichannel Interaction Management ToolbarFirst Migration Step to Multimedia, Voice, Email, TextConnecting Front and BackofficeReduce Costs via Increasing Agent Productivity, Improve Customer Service

Complete SMS Business SolutionImprove Customer Service, Increase Revenue (Cross Selling), Intelligent Marketing Campaigns, Improve Communications via Bulk Messaging

InteractCRMSolutionsPortfolio

Integrated Agent DesktopDecrease Costs By Improving Agent Productivity, Reducing Number of Tasks=Agent ReductionIncrease Customer Service

www.interactcrm.com

CallbackConnectMaking callback simple

InteractCRMCallbackConnect: the challenge

Challenge:

– Peaks in inbound traffic– Longer queue times– Calls get dropped

CUSTOMERS BECOME UNSATISFIED

InteractCRMCallbackConnect: the gain

Gain:

– Manage Peaks in inbound traffic– Manage queue times– Act before calls get dropped

CUSTOMERS STAY SATISFIED

InteractCRMCallbackConnect: the components

Components:

– Communication Manager– Avaya Voice Portal– InteractCRM CallbackConnect Manager– CallbackConnect Database– CallbackConnect Web API– CallbackConnect CTI Connector


Communication Manager:

– Call arrives on an inbound queue (skill)– Queue info and talk time parameters, estimated

Call Wait algorithm – If wait time threshold is breached, customer gets

prompted to stay in queue or request callback– If callback is requested, CM tranfers call to CBM

extension on Avaya Voiceportal


Avaya Voice Portal:

– Responsible for the requests sent by Avaya CM to the CallbackConnect Manager Server and vice versa

– Avaya Voice Portal 5.0– CBC requires total of 50 ports for handling

simultaneous 25 requests and 25 callbacks.


InteractCRM CallbackConnect Manager:

– Collect Callback information from Callers– Makes request to the core Engine– Holds and remembers callback requests until

maturity is reached to perform the callback– Collects and maintains reporting data for

maintenance– Manages call load on Agents (ex. Only place

requests in non-peak hours)


CallbackConnect Database:

– Stores all configuration information– Stores all callback details of callers– Stored information is used for scheduling callbacks– Stores calendar and holiday table– Stores peek-moments when callback is not

allowed – Administration and reporting database– MS SQL Server 2005 Enterprise / Standard

Edition


CallbackConnect Web API:

– API to the methods of CBM for scheduling Callback via Web pages or other Applications


CallbackConnect CTI Connector:

– Screenpop Integration for AIC, ThinConnect or other CTI desktops

– Callback information is written in the UUI– AIC Workflow is provided to write UUI data in the

EDU

InteractCRMCallbackConnect: the flow



Rule based Callback:

– Define the number of attempts before a callback is retired

– Define the time interval between 2 callback attempts

– Define holidays– Define peak moments when callback is

not allowed

InteractCRMCallbackConnect: Reporting

InteractCRMCallbackConnect: Reporting

InteractCRMThank You

…our philosophy

Thank you for your time.

Education

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