1. OmniTouch Call Center Office September, 2010

2. Agenda

Introduction

Whats new in R8

Commercial Offer

Product description

Agent assistant

Supervisor console

Demonstration

3. Introduction

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4. Call Center Market

Important part of the Call Center market is less than 30 agents

• Sweet spot of OmniPCX Office

• Example : France (source Mitial Research)

Number of Call Centers

8%

9%

8%

0%

24%

51%

4-19

20-30

31-50

51-100

101-500

> 500

5. Call Center Usages

Application trends (source Datamonitor)

• Customer care/help desk : 46 %

• Telemarketing/telesales : 24%

• Booking : 9 %

• Hotline : 9 %

• Others : 12 %

Inbound call center stands for at least 2/3 of all call center usages 6. Positionning

Integrated Call Center application in OmniPCX Office

• With professional ACD (automatic call distribution) facilities

• Formal and informal ACD usage

Address SME needs

• Small Call Center solution: 8 groups max, 32 agents max.

• Fully integrated solution

• • Reinforce the All-in-one positioning of OmniPCX Office

• • Easy to deploy

• • Additional external application modules for enhanced functionalities

Competitive pricing

• • Packages adapted to different market segments

7. An Easy-to solution for SME Packaged solutions in line with the OmniPCX Office market approach Easy to Understand Easy to Learn Easy to Sell Easy to Install SME needs 7 items only Limited sales & technical training Packaged solutions Data collection tool Integrated : software licenses only Wizard based installation 8. Alcatel-Lucent call center portfolio

A component in the Alcatel-Lucent call centers range

Scalability

Features & Price

Genesys Express Genesys Suite OmniTouch Call Center Office Genesys Compact Edition 9. Alcatel-Lucent Call Center Strategy

Call Center is a strategic market for Alcatel-Lucent

Alcatel-Lucent is a world-wide leader in Call Center Market

• Arecognized expertise in Call Center and CTI solutions

Alcatel-Lucent is able to address all market segments with adapted call center solutions

• OmniPCX Office and OmniPCX Enterprise platforms

• Embedded solutions and Genesys solution

OmniTouch Call Centre Office won Frost & Sullivan 2009 market leadership Award for SMB Contact Centre systems 10. Whats new in R8

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11. Whats new in OmniPCX Office RCE release 8 (1/3)

• • Drastic simplification of the offer

• • More flexible commercial offer to better cope with market demands

• • Backwards compatibility and smooth migration path

12. Whats new in OmniPCX Office RCE release 8 (2/3)

• • Increased limits thanks to the new powerful CPU

• • • CLI table increased from 1000 to 5000 entries with import/export facilities in .csv format

• • • Maximum number of Supervisors Increased from 4 to 8

• • • HW required only for Statistic Manager

• • Features

• • • Customer identification to autmaticcaly display an information sheet of the customer

• • • New Call log & Customer database

13.

Example of a PC desktop showing the three supervisor display modes and Agent Assistant application

Whats new in OmniPCX Office RCE release 8 (3/3)

• • New user experience foragent&supervisorapplications

• • Agent and Agent Configuration Application simplification

14. Commercial offer

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15. OmniTouch Call Center Office Commercial Offer

• Three commercial packages

• • Welcome:Entry level price driven package & 5 agents

• • Welcome Smart:5 agent desktops (5 basic agents + 5 agent assistants on PC) & 1 supervisor

• • Welcome Pro:15 agent desktops, 1 supervisor, Statistics

• Additional options

• • 1additional agent assistant for Welcome only

• • 1 additional Agent desktop software license (Basic agent + agent assistant)

• • 1 additional Supervisor software license

• • Statistics software license forWelcome and Welcome Smart

• No upgrade license anymore

16. Offer Summary

• • Aflexible offer with 7 software licenses :

• • • 3 new packages

• • • 4 options

*Up to 5, then buy Agent desktops

Welcome Welcome Smart Welcome Pro OmniPCX Office RCEAgent desktops (Active + assistant) Active agents Agent AssistantSupervisor Statistics 0(Up to 32 in option) 5 Option(max 5)* Option(max 8) Option(Only with HD) 5(Up to 32 in option) NA NA 1(up to 8 in option) Option(Only with HD) 15(Up to 32 in option) NA NA 1(up to 8 in option) Yes(Only with HD) 17. Product presentation

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18. Introduction

An all-in-one solution

• Seamlessly embedded ACD (Automatic Call Distribution) functions

• • Call distribution is part of the OmniPCX Office call server application

• • Client applications are managed by the system

• • • Agent application

• • • Supervisor application

• • • Statistics application

• Leverages and integrates with other OmniPCX Office integrated applications

• • Voice Mail

• • Automated Attendant & Multiple Automated Attendant

• • PIMphony

• One single administration and configuration tool

• • OMC

19. Components of the Solution Supervisor Console Administration & Configuration (OMC) Statistic Manager Automated Attendant Voice Mail OmniTouch Call Center Office Call Server OmniPCX Office RCE Agent Assistant PSTN PIMphony 20. Solution Overview 21. General In-bound Call Center Principles

Routing & Distribution of incoming calls flow

• According to specific call criteria & distribution rules

To agents or groups of agents

• According availability, competency, time period, waiting time, etc criteria

In order to maximize call completion rate

• While optimizing callers satisfaction

PSTN 22. Routing criteria

Calls are routed to destination group of agents according to

• Caller's number (CLI)

• Direct dial-in number (DDI)

• Combination of CLI and DDI

Assignment of agent positions in one or several various groups

• Up to 8 groups of agents

Possibility to statically provide pre-defined routing/destination choices through Automated Attendant

• Prior to call center call distribution

23. Example CLI DDI +33xxxxxx +39xxxxx xx452 xx456 xx456 xx456 Agents groups Group 1 Group 2 Group 3 24. Distribution Rules

Calls are automatically distributed within a group to agent positions

• either directly

• or from a queue

• Distribution rules

• Rotating priority

• • e.g. to share call traffic among all agents

• Fixed priority

• • e.g. to privilege agent competency criteria

• Longest idle time

• • e.g. to optimize work-load of all agents

1 4 3 2 25. Queue Management

Ability to place calls in a waiting queue if all agents of a group are busy

• 8 waiting queues corresponding to the 8 groups of agents

Calls are placed in the queue in chronological order

• FIFO (First-In / First-Out) management

Size of waiting queue is dynamic, according 2 criteria

• Number of active agents : automatically updated when agents logs on/off

• Traffic factor : configured by the installer/administrator

• Possibility to specify overflow group

4loggedagents 0.5 Max 2 queued calls 26. Waiting Queue Announcement

Inform callers with a message about their status in the waiting queue

• Either estimated waiting time in the queue

• Or rank in the queue

Threshold to be configured by OMC

• Either waiting time threshold or Rank threshold

• Fixed threshold to be defined by customer/installer

Voice prompt to be recorded according threshold

• Voice prompt is played as soon as threshold is reached

• • Voice prompt played only one time when entering the queue

• • No information/prompt update when situation in queue changes

• One threshold & voice prompt per group/queue

27. Waiting Queue Announcement - Example

Rank information

• Rank threshold (in OMC) = 5

• Voice prompt will be given each time a user enters the waiting queue and is in position>= 6

• Ex. of voice prompt to be recorded : There are at least 5 calls before you

Waiting time information

• Number of agents = 2

• Waiting time threshold (in OMC) = 5 mn

• Average call duration (in OMC) = 3 mn

• Voice prompt is played if rank in queue is 3 :( 5 * 2)/3

• Ex. of voice prompt to be recorded : Your waiting time is at least 5 mn

28. Waiting Queue Escape

At any time, a caller placed in waiting queue can escape from waiting queue

• Escape to Voice Mail Box

• • 1 mailbox per group

• Escape to another extension (internal or external number)

• • Pre-defined number configured in OMC

• Release the call

Escape sequence is *

One escape destination per waiting queue

Warning : escape to external number submitted to standard rules

• Barring level of ACD port

• In case of no reply or failure, routing to dissuasion

• Release rules of trunk-to-trunk joining

• etc

29. Voice Prompts: Customer Code(1/3)

A set of 7 voice prompts to be played to caller

• Call Center general welcome message

• • Welcome with max duration time of 60 sec

• 3 Waiting Queue messages

• • Waiting 1 welcome message (played 1 time when entering the queue) ( max 60sec)

• • Wainting 2 is broadcasted continuously until the call leaves the queue (this announcement may contain music (max 300 sec)

• • Estimated time is broadcast to advise the caller that they are likely to have a certain minimum waiting time in the queue before their call is answered (max 60 sec)

• Call Center closure message

• • closing played out of call center open hours (max 60 sec)

• Call Center dissuasion message

• • Deterrenceplayed when the waiting queue is saturated (max 60 sec)

• Customer code message

All messages are optional and can be Recorded by the installer or the administrator

30. Voice Prompts :Customer Code(1/3)

• 2 possibilities for recording voice prompts

• Downloading of .wav filesRecording from a set

Max. duration of voice prompts

• 60 sec max per message

• 5 mn for patience message

Messages can be played in addition to other OmniPCX Office voice prompts

• Welcome greeting/pre-announcement, voice mail, music on hold

NEW ( Customer Code VP) 31. Call Distribution Overview Closed (1) Queue Queue Welcome Incoming call Normal greetingLooking for an agent Dissuasion message Dissuasion (1) Transfer and conversation Call agent Queue Patience (Loop Message 3) * Escape from Queue (Message 2) Queue Status

(1) : Possibility to forward call to another extension (internal or external) or to group mailbox

Customer Code NEW( If ACD group is configured with Customer Code, User is prompted to enter Customer Code) Closure message (Message 1) Agent available Agentavailable End of call 32. Compatibility ACD R2 -> OmniPCX Office R3.x and R4.x ACD R3 -> OmniPCX Office R5.x ACD R4 -> OmniPCX R6.x and R7.0 ACD R5 -> OmniPCX R7.1 ACD R6 -> OmniPCX RCER8.0 OmniTouch Call Center Office Agent assistant, Supervisor Console, Statistic monitoring Windows 2000 SP4 Windows Server 2003 Windows XP-SP3 Windows Vista Windows Seven Windows 2008 ACD R2 Yes Yes Yes No No No ACD R3 Yes Yes Yes No No No ACD R4 Yes Yes Yes Yes No No ACD R5 Yes Yes Yes Yes Yes No ACD R6 Yes Yes Yes Yes Yes Yes Office Agent assistant, Supervisor Console OmniPCXOffice R3.1/R4.x OmniPCX OfficeR5.x OmniPCX OfficeR6.x/R7.x OmniPCX OfficeR8.x ACD R2 Y Y Y N ACD R3 Y Y Y N ACD R4 Y Y Y N ACD R5 Y Y Y N ACD R6 Y Y Y Y Office Statistics monitoring OmniPCX OfficeR4.x OmniPCX OfficeR5.x OmniPCX OfficeR6.x/R7.x OmniPCX OfficeR8.0 ACD R2 Y Y Not supported * N ACD R3 Y Y Y N ACD R4 Y Y Y N ACD R5 Y Y Y N ACD R6 Y Y Y Y 33. Groups & Agents Management (1)

8 groups of agents max

• 32 agents max per group

Agent login status

• Logged in : one agent software license is allocated

• Logged out : one agent software license is released

Agent activity status

• On-duty : ready to receive call center calls

• Pause : temporarily absent

• Wrap up time (clerical time) : performing other tasks

• Off-duty

Flexible agent status management

• Status activation by agent or supervisor

34. Groups & Agents Management (2)

Flexible group activity management

• Overflow to another group with programmable time out

• • No cascading

• Agents can belong to several ACD groups

• • Group priority option : agent in several groups will answer first calls to group of highest prirority

• Opening/closing group

• • automatic (time slots and days of week, closing days)

• • manual (by the supervisor)

Configuration of groups and agents through

• OMC for installer

• OMC Easy+ for customer or call center supervisor

35. Agents Management Overview Up to 32 agentsGroup numberPosition in groupAgent directory number & nameActivity status 36. Groups Management (1) Dynamic queue size8 priorities Overflow 8 groups andup to 32 agents3 types of distribution 37. Groups Management (2) Opening hours : 2 time ranges per dayUp to 40 exceptional closing days Up to 10 exceptional opening days 38. Agent Features (1)

Agent features are accessible

• Through the phone set (login/logout, status, )

• • With programmable keys or feature codes

• • Phone set with programmable keys

• • • Keys with visualization of the states (lamps icons)

• Through dedicated Agent software application on PC

• • Agent Assistant

Terminals supported

• Wired (9-Series, 8-Series, Reflexes, e-Reflexes, Analog)

• Wireless : 300/400 DECT8118/8128Wifi

• Softphone : PIMphony IP

39. Agent Features (2)

Homogeneous agent activation management

• Same management on Set and Agent Assistant application

• 2 steps activation

• • Step 1 : Login/Logout

• • Step 2 : Status (On Duty, Off Duty, Wrap-Up, Pause)

Login/Logout On Duty Off Duty Wrap-Up Pause 40. Agent Features (3)

Display of group name

• Agent belongs to several groups

• Display the name (or number) of the group where incoming call is received

• In addition, display of waiting time in queue

Display

• On all 8&9 Series and Reflexes/e-Reflexes with screen

• On Agent Assistant application screen

Multi-secretary / Business Center option

• Possibility to display called number instead of group name/number

• OMC configuration

41. Agent application on IP Touch terminals (1)

A simple integrated application for agent needs

• Available on Alcatel-Lucent 8/9 Series 4068, 4039, 4038, 4029, 4028

• • Free-of-charge with EasyContact Office, Welcome Office & Welcome Office Pro

• A more user-friendly and feature-rich alternative to basic agent on set

An attractive set of functions and information available

• • Login/logout + Password management

• • Agent status (On/Off Duty, Pause, Wrap-Up)

• • Group monitoring

• • • Display of groups the agent belongs to

• • • Entering/leaving groups

• • Queue information display

• • • Number of calls waiting in each group

• • • Saturation indicator

42. Agent application on IP Touch terminals (2) ACD Logout Password Status Groups 102 MORRIS Tom Pause 1 :012:013 :024:03 Activity Status Name Number Agent Tab Groups and queues.Groups the agent belongs to are indicated in bold : means open group - means closed group Function keys & sub-menus Saturation indicator(underlined) 5-006-007:008:00 43. Agent assistant

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44. General Data

An external user-friendly agent application on PC

• Evolved features and facilities to increase agents quality of welcome and performance

PC requirements

• CPU : Pentium 500 MHz

• RAM : 64 MB

• Hard Disk : 50 MB

• Operating system

• • Windows NT4 SP6

• • Windows 2000 SP4

• • Windows XP

• • Windows Vista

• • Windows 7

• • Windows 2008

• Ethernet board

45. Agent Assistant Overview

Agent Assistant Application : An unique entry point for

• Agent assistant

• Agent Admin

• Agent loggin

• Admin loggin

46. New user experience: Agent application(1/4) Main Window and principles Call log Customer database Application settings Help Online About box Off Duty Clerical work Temporary absence On duty 47. New user experience: Agent application(2/4) Main Window with graphical option active Call queue & Agent activity monitoring per group Selected Groups 48. New user experience: Agent application(3/4) Call log Filtering criteria 49. New user experience: Agent application(4/4) Customer information Double click 50. Features (2)

Personal statistics

• Activity Rate

• Call qualification summary

51. Features (5)

Free seating

• Login from any PC working place & using any telephone set

Screen pop-up

• Integrated mode : pop-up of built-in Access contact cards database

• Connected mode : pop-up of external Outlook contact cards

• Specific mode

• • Integration with 3rd party application

• • Execute command line with CLI & DDI

• Possible integration with PIMphony

• • Outlook, Act, GoldMine, Notes, Access

52. Supervisor console

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53. Supervisor Console: General Data

External Call Center supervisor application on PC for

• Real-timetraffic statistics and groups/agents performance analysis

• Groups and agents configuration and management

• Up to8supervisors

PC requirements

• CPU : Pentium 500 MHz

• RAM : 64 MB

• Hard Disk : 50 MB

• Operating system

• • Windows NT4 SP6

• • Windows 2000 SP4

• • Windows XP

• • Windows Vista

• • Windows 7

• • Windows 2008

• Ethernet board

54. New user experience: Supervisor application Overview

Three presentation modes are provided:

Grid mode

• Up to 8 groups and 32 agents can be supervised simultaneously

• The display of groups and agents can be customized (selection and place)

Modular mode:

• Agent activity (per agent)

• Group activity (per group)

Tool Bar

• Minimized Grid mode in tool bar ( for a quick overview)

Example of a PC desktop showing the three supervisor display modes and Agent Assistant application

55. New user experience: Supervisor application(1/4) Main Window and principles Green color: normal functioning Orange color: exceptional functioning (e.g. an agent is engaged in a non CC call) Red color: indicates always amalfunctioning(e.g. saturated group) Display or not the below grid Organize manually your grid: Drag & Drop itemsSort the grid:Agents in first row, Groups in second row Sort the grid:Groups in first row, Agents in second row Application settings Help Online About box Status of selected Groups Status of selected Agents 56. New user experience: Supervisor application(2/4) Group information Double click on the middle to change the group status Double click on group name to display Group activity Saturation status Queuing status Dissuasion status Right click on the middle to display list of agents belonging to group 1 57. New user experience: Supervisor application(3/4) Agent information Double click in the middle to get access to agents parameters Double click on agents name to display agent activity 58. New user experience: Supervisor application(4/4) Icons & colors Off duty Temporary absence Clerical work On duty Group closed Group open Group saturated Group in dissuasion Green color: normal functioning Orange color: exceptional functioning (e.g. an agent is engaged in a non CC call) Red color: indicates always amalfunctioning(e.g. saturated group) Agent status Group status Call routing In conversation Standby Unavailable Out of Service Outgoing non CC call No answer Agent dynamic status Call presentation 59. Features (3)

Groups & Agents management

• Adding/removing agents from groups

• Forcing agent status (e.g. on/off duty)

60. Statistic manager

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61. General Data

External Call Center statistics application on PC for

• Off-line / Consolidatedtraffic and groups/agents performance analysis

• Export of data available

PC requirements

• CPU : Pentium 500 MHz

• RAM : 64 MB

• Hard Disk : 50 MB

• • 500 MB for 1 year statistics

• Operating system

• • Windows NT4 SP6

• • Windows 2000 SP4

• • Windows XP

• • Windows Vista

• • Windows 7

• • Windows2008

• Ethernet board

62. Features (1)

2 types of data

• Absolute values

• Percentages

2 modes of display

• Tables of data

• Graphs

Pre-defined statistics reports

• Customized reports through export function

• Programmable automatic print-out function

63. Features (2)

Periodicity of statistics data collection

• Daily, Weekly, Monthly

• Or Customized

OmniPCX Office pre-requisite

• Hard disk mandatory

Possibility to launch Statistic Manager application in remote

• Through OMC remote connection

Optimization of statistics files transfer

• Data transfer from OmniPCX Office to Statistic Manager application handled by differentiation

• • Significant time saving in remote connection

64. Group-related Statistics

Number of incoming calls

Number of answered calls

Number of dissuaded calls

Number of calls placed in waiting queue

Number of calls in waiting queue less than S1 (resp. S2) seconds

Number of calls abandoned by the caller

Number of calls received during closing hours

Number of calls that have overflown to another group

Average busy time Average routing time Average waiting time Average ringing time Average conversation time Average abandoned time 65. Group-related Statistics - Examples 66. Agent-related Statistics

Number of ACD calls

Number of non-ACD calls

Number of answered calls

Average ringing duration

Number of switches to Pause

Number of switches to Wrap-Up

Number of switches to Off-duty

Number of switches to On-duty

Total duration of ACD calls

• Total duration of non-ACD calls

Average duration of ACD calls

• Average duration of non-ACD calls

Average ringing duration

Average conversation duration

Total duration of Pause

Total duration of Wrap-Up

Total duration of Off-duty

67. Agent-related Statistics - Examples 68. Export of Statistics

Ability to export statistics to standard .csv files

• To be used by another standard (e.g. Excel) or proprietary application

• Issue customized Call Center reports

• • Adapted and best fitting to specific customer profiles and needs

• Develop added-value services to customers

• • For additional sources of revenue

Export process

• Export activation

• • Locally (in Statistic Manager application)

• • Remotely (in Statistic Manager application through OMC)

• Data retrieved from OmniPCX Office hard disk and saved in .csv files

• .csv files copied on PC

69. Miscellaneous

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70. Ports Management

16 ports available for Call Center usage

• Up to 16 calls max simultaneouly in waiting queues

• Ports shared with Multiple Automated Attendant (MAA) application

• Ports distinct from ports of integrated Voice Mail and Automated Attendant applications

Dedicated ports for dissuasion

• Ability to reserve ports (in OMC) for dissuasion only

• • Avoid situations where all ports are used to play waiting messages and new callers cant have dissuasion message

• Default : 2 reserved ports

71. Installation and Configuration

OmniTouch Call Center Office is pre-installed in OmniPCX Office

• Except client software options (Agent Assistant, Supervisor Console and Statistic Manager)

• Only software license to activate in the system

All the telephony configuration can be made by specifying

• DDI numbers

• Mailbox for the groups if needed and voice prompts

• Creation of agent phones

If necessary complete configuration with

• Association between (DDI, CLI) and groups

• Association of agents and phones

• Assignment of agents in groups

OmniTouch Call Center Office is ready 72. Languages Supported

Agent Assistant, Supervisor Console & Statistic Manager user interfaces and help on line screens

English US English French German Spanish Italian Portuguese Dutch Greek Polish Hungarian Czech Romanian Slovakian Slovanian Russian Chinese Finnish 73. Key selling points

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74. Key Selling Points for the Customer

A complete and comprehensive call handling solution designed for SME

• Integrated Call Center and Voice applications

• • ACD, Auto Attendant, Voice Mail, Audiotext

A complete set of management tools

• Real time monitoring and statistics

• Administration tool

Customer satisfaction

• A higher level of quality of service and greeting to the callers

Increased business for the company

• Reduced number of lost and unanswered calls

Cost effective solution

• Competitive approach through a packaged solution: no agent fee

• No external PC required

75. Key Selling Points for the Business Partner

Additional business opportunities

• Extend OmniPCX Office with Call Center facilities

• Reinforce installed base position with additional products

• Develop new services offering

An easy to application

• Pre installed software (only software license)

• Wizard and graphical configuration tool

Very competitive positioning

• One stop shopping solution

76. Conclusion

A professional OmniTouch Call Center Office offer for SME

• Feature-rich

• Efficient

• Fully flexible

To address all types of SME needs

• From low-cost offers to address basic ACD needs

• • EasyContact Office, Welcome Office, Agent Assistant

• To full-featured offers to address more evolved needs

• • Welcome Office, Welcome Office Pro, Agent Assistant, Supervisor Console and Statistic Manager

• In all sizes of SMB companies

• • OmniPCX Office and OmniPCX Office Compact Edition

77. www.alcatel-lucent.com