CCS Suite. iPECS CCS Presentation for Demo | LG-Ericsson Public | 20120527 3 ….. It’s about Business Communications Management..... TODAY

CCS Suite

iPECS CCS Presentation for Demo | LG-Ericsson Public | 20120527

3

TODAY’S “CONTACT” CENTRE

….. It’s about Business Communications

Management .....

COMMON PERCEPTION OF CALL CENTRE

TODAY.....


CCS suite

• Modular Solution• Comprehensive• Investment Protection

• CCS Desk – Unified Comm. & CRM integration• CCS Report – Telephony reporting• CCS Q – Multi-Media Inbound CC• CCS Call – Multi-Media Outbound CC • CCS IVR – Interactive Voice Response• CCS Record – Voice Recording• CCS SMS – SMS Server• CCS Chat – Web chat & instant messaging clients


5

Multi-Media Call SMS Email Fax Web Chat Web Call-back Call back in

queue

Full IP Inbound CC suite Skills Based Routing Unlimited queues (up to 9999) Unlimited agents per queue Announcements & Hold Music per

queue Scheduling and overflow Emergency Mode Historical Reporting & Dashboards Q-Lookup Cascade Queue Remote & Multi-Site Support Multi-Media & Social Network op-

tions Powerful CCS Add-Ons

Call Recording (CCS Record) IVR (CCS IVR) Tele-Marketing (CCS Call)

CCS Q

Social Net-work

Facebook Twitter

UC Agent interface with CCS Desk PC Call Control Team Presence CRM Integration Personal Agent Queues

Reporting with CCS Report Agent Productivity, Queue Perfor-

mance, Disposition Codes, etc

Historical & Real-time On-demand or Scheduled Delivery Business Intelligence Dashboard


CCS Desk – Unified Communications

Click to DialScreen Pops

CRM IntegrationDrag and Drop Call Control

Included CRM integrations out of the box. API also available for custom integration


CCS Report – Business intelligence & report-ing

Web BasedEmail of Reports

SchedulingIntegration with Voice RecordingIntegration with CRM/DatabasesBusiness Intelligence Dashboard


CCS Report – Business intelligence Dash-board

Business Intelligence Dashboard & Service Alert

Management


CCS Q provides typical AA options:1 – Sales

2 – Support3 – Administration

0 – or no entry to Reception

1 - Sales 2 - Support 3 - Administration

Inbound Call 0 - Reception

CCS Q – AA + Reception


Queue With Skills Assigned

Inbound Call

Skill L1 Skill L1 Skill L2 Skill L3

BUSY ! BUSY ! BUSY ! BUSY !

QueueOr

Overflow

Passed to highest skill agent who has

been least busy

CCS Q – Skills Based Routing


Call Sales

callback Sales Team2

callback Sales Team3

callback

CCS Q – Over-flow

After Hours Holiday No Agents Logged In Max Time in Queue Max Calls in Queue Agent : Call Ratio Emergency Mode


SCENARIOS – CRM LOOKUP

CCS Q looks up caller ID in CRM and determines where to distribute call – are they a

Normal or VIP caller – or have they not paid their bill?

Normal VIP Accounts !

Inbound Call CRM

CCS Q


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RAPID DEPLOYMENT

1. Create Call-flow in the Designer (or load pre-created ones)2. Generate Spreadsheets with auto entered settings to facilitate

project meeting with customer3. Customer provides desired queue and agents names and any

other specific information such as overflow times etc.4. Re-Import back into Designer tool5. Complete


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PROCESS NEW CC PLAN

Enter Call-Flow Designer and select new plan – 2 simple questions askeda) How many QueuesB) How many Agents

Call-Flow Designer outputs spreadsheets containing all default

settings

Meet with customer and completea) Queue and Agent names & Agent skills

for routing as appropriateb) Update (if changes required)

Highlighted settings e.g. how long before overflow etc.

c) Select which dashboard templates are required or document requirements for Dashboard advance configuration

d) Review and add any additional Reports

Import the completed Spreadsheets to the Call-Flow Designer

Customer to create audio files for

Announcements for Queues and Auto

Attendants in defined format

Import the customer Announcement audio files to the Call-Flow Designer

a) Refine any additional Report requirements

b) Customise Dashboards to Requirements

c) Test

Complete

Using Call-Flow Designer using drag and drop, layout the Call Centre call flow and overflows to the customer

plan as required


CCS Q

Requirements: iPECS CTI license iPECS SIP phone licenses iPECS CCS licenses Queue announcement files recorded in the correct format

WAV PCM 11KHz 8 bit mono


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QUESTION?


CCS Q handles multi-media and social networking

communication mediums and distributes by skill and /or

according to CRM contact details to skilled agents

CRM

Email

CallFaxFace-book

Twitter

Web Call-back

WebChat

Sales Service Social Media

Tele-Mar-keting

Campaign

Sales callback in queue

Service callback in queue

Sales & Service queue overflows

CCS Q


CCS Q – Callback Management


CCS Q – Callback Management

When to offer Callback ? High abandoned rate due to long wait time or not enough agents Agents lack discipline to follow up messages

Additional CCS Requirements: Callback folder must be shared Agent PC must have playback capability


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Incoming Mail Server

CCS Q

Outgoing Mail Server CCS Server

AVAILABLE AGENTS

1. A new email arrives into an inbox that is being managed by CCS Q

2. CCS Q creates exact copies of any new emails to be queued. The original messages are marked as read and can be kept / deleted.

They can be

the same machine

External Mail Server

Unified Messaging

Fax GatewayEmail

Email

Email

Email

Fax

Voicemail

3. The emails are forwarded to the next

available agent’s inbox

CCS Q – Inbound Email Queue Management


CCS Q – Inbound Email Queue Management

Supported inbound Email Server protocols:- IMAP- Microsoft Exchange 2007 Web Services- Microsoft Exchange 2010 Web Services- Microsoft Exchange Online Web Services

Additional CCS Requirements: Agents must have their own email address and email client applica-

tion. CCS Desk agents must be configured with the correct email ad-

dresses. SMTP Server available to forward the email to agents. SMTP Server must accept basic text authentication.


CCS Q – Inbound Fax Queue Management

Requires fax gateway application that converts incoming fax to email.

The rest is as per Inbound Email Queue Management.


CCS Q – Social Media Integration

Social Media Contact Centre Integration

Facebook & Twitter


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CCS Q – Social Media Integration


CCS Q – Facebook Queue Management

Facebook integration is as per Inbound Email Queue Management.

Agent must be allowed to reply Facebook email on behalf or the regis-tered user.


CCS Q – Twitter Queue Management

Must have Twitter account.

Twitter account must authorize CCS Twitter application to access the ac-count.


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CCS Q – Web Callback Management


CCS Q – Web Callback Management

Customer must develop integration between website and CCS Desk Web Gateway.

Please consult CCS Desk Integration Guide – section 7.


CCS Q – Web Chat Management

Web Chat Customer ServiceIntegrates with CCS Desk and CCS Q

Transfer Transcript functions


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Web Site with chat request

Web Server

CCS Chat Server

WWW

CCS Q Server

CCS Chat Web Server CCS Q Server

AVAILABLE AGENTS

1. Customer accesses the website externally via

Internet

2. Customer arrives at the website and uses one of the web pages to request a Web Chat

3. CCS Chat receives chat request

5. Web chat session is established.

3. CCS Chat communicates with CCS Q to find the next available

agent.

4. CCS Q sends notification to the

next available agent




CCS Chat is the only supported instant messaging platform.

Link to CCS Chat request for chat web form must be made from the cus-tomer’s

website


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CCS Q – SMS Management


CCS Q – SMS Management


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QUESTION?


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Pen & Paper CCS Call Campaign Management Sys-

tem

Computerized

• Supervisor must create a list of contacts to call per agent

• Agents make calls by pressing the 8-10 digits on the phone.

• Agents write their notes on

paper and submit back to supervisor.

• Supervisor compiles the agents’ activities and cre-ates the next lists.

• Supervisor organizes records and lists of con-tacts to call per agent using CRM or database

application.

• Agents make calls via the

phone or use CTI if avail-able.

• Call Notes and History are

entered into CRM.

• Agents manage their own

retries and scheduled call-back.

• Supervisor generate re-ports

from the history and notes in CRM.

• Supervisor organizes records

in CRM but utilize CCS Call to pull records from CRM and creates lists for agent / group of agents.

• Agents make calls by double clicking on the screen pop in

CCS Call.

• The CRM Notes windows are automatically opened; CRM

History automatically cre-ated.

• CCS Call manages all re-tries

and scheduled callbacks.

• Supervisor generate re-ports

from CRM as well as CCS Call for agents and telephony activities.

Evolution of Outbound Dialing


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Full IP Outbound CC suite Load campaign data from ODBC or

directly from selected CRMs Skills Based Routing Unlimited campaigns Unlimited queues (up to 9999) Unlimited agents per queue Completion Codes Automatic and Scheduled Retry Scheduling and Expiry Historical Reporting & Dashboard

CCS Call

UC Agent interface with CCS Desk PC Call Control Team Presence CRM Integration Personal Agent Queues Reporting with CCS Report Agent Productivity, Campaign

Performance, Disposition Codes, etc Historical & Real-time On-demand or Scheduled Delivery Business Intelligence Dashboard

Multiple campaign modes Preview (single dial mode) Preview (multi dial mode) Progressive Pre-emptiive OutCall Callback SMS


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Agent receives next

CCS Call outbound campaign notification

CRM screen pops

Calls loaded into

CCS Call

Campaigns

CRM or Customer Database

Disposition Code entered

Call is

Completed

Outbound call

is made

Agent press Dial button (Preview)

----------------

Timer expires

(Progress-ive)

Outbound

Call is made

Completion code entered

Call is completed

CCS Call – Preview & Progressive


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Calls loaded into CCS Call

Campaigns

Outbound Call is made


‘Positive’ Calls

‘Negative’Calls

Transferred to Agent

System Automatic Completion

CCS Call – Pre-emptive


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Calls loaded into CCS Call

Campaigns

Outbound Call is made


Answering Machines

‘Negative’

Calls

Transferred to AA (or IVR)for recorded message 1 &

completion

System Automatic Completion

Person

Transferred to AA (or IVR) for recorded message 2 & completion

CCS Call – OutCall


Monitoring & Reporting

Dashboard

Reporting

Campaign & Agent Monitoring ScreenFor Supervisors

CCS Call


CRM Screen Pop when CCS Call Out-bound Campaign call is assigned to

agent. Button to dial the number is avail-

able. After Call – agent must choose completion code

CCS Call


CCS Q + CCS Call


43

QUESTION?


CCS IVR – Intelligent IVR & Business Work-flow

IVR Designer ToolCustomer database or CRM

integration


CCS IVR Script Designer


CCS Q + CCS IVR


CCS Call + CCS IVR


CCS Record – Encryption for voice recording

Trunk Recording SolutionAnalog, BRI, PRI or SIP ConnectionRecord All or Record On Demand

Encrypted RecordingPlayback via CCS Report

Export to MP3 or Wav format

Virtual machine NOT supported


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CCS Record – Analog Trunk

PSTNtrunk

USB 2.0

CCSServer

PBX

AnalogRecording box

BEFORE

PSTNtrunk

USB 2.0

CCSServer

PBX

Analog

Recording box

RJ-11 Splitter

AFTER


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CCS Record – ISDN BRI trunk

BRItrunk

USB 2.0

CCSServer

PBX

BRIRecording box

BEFORE

BRItrunk

USB 2.0

CCSServer

PBX

BRI

Recording box

AFTER

In

Out


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CCS Record – ISDN PRI trunk

PRItrunk

USB 2.0

CCSServer

PBX

PRIRecording box

BEFORE

PRItrunk

USB 2.0

CCSServer

PBX

PRI

Recording box

AFTER

In

Out


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Port Mirroring switches required

CCS Record – SIP trunk

PBX

NIC2

NIC1

Router Ethernet Switch with Mirroring

IP Phones

VOIP Modules(as applicable)

Ethernet Switch with Mirroring

LAN / WAN

NICx

PortMirroring

RecordingConnection

LANConnection

Server Network Adapter

Mirror Uplink


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CCS Record

The ISDN / Analog calls are originally recorded to CCITT G.711A. The default compression is then WMA24K. Lower compression is also available.

For SIP the CCITT G.711A / G.722 are again compressed with WMA24K, but G.729 is stored as is. The SIP license includes the number of simultaneous G.729 codec available to decompress this format for playback.


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QUESTION?


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CCS Architecture – Single Site, Single Server


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CCS Architecture – Single Site, Multiple Servers


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CCS Architecture – Multi Site


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QUESTION?


What can be provided as stand-alone?

Telephony Call AccountingWith SMDR

Call Recording


CRM integrations

• Click to Dial • Screen Pop Contact• Complete Activity• Log to History• Unanswered callback task


CCS Desk API

Events

AgentBreakStatus

CallData

AgentLogIn

AgentLogOut

QueueCompletionCode

CampaignCompletionCode

Commands

MakeCall

StartRecord

StopRecord

UpdateCallWindow

CallCompletion

Answer

Hangup

Hold

Unhold

Transfer

StartBreak

FinishBreak

Connections

XML over TCP/IP

OCX

Named Pipes (client only)

DDE commands (client only)


Microsoft Lync integration


Microsoft Outlook Calendar integration


64

QUESTION?


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Case Study 1

A UK company that is a leading Direct Response Company, dedicated to bringing to the UK the latest and best selling innovations from all over the world. Their products are available from over 25 major High Street retailers in the UK and Ireland, as well as on major shopping channels on Sky, etc. They have 20+ employees utilising the CCS solu-tion with the intention to increase to more users.

Business Problem: • Growing business • Large spikes in demand depending on products and channels advertised• Needed to better understand call profiles and manage demand

Business Solution:• CCS Q, CCS Desk and CCS Report• Able to queue and route calls by phone number

dialled• Better able to cope with peak demands and

easily add additional agents when required• Able to report on abandoned calls, number of

calls by phone number received, etc.

Customer Case Study


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Case Study 2

Australian pest control company with 50+ users utilising the CCS solution.

Business Problem: • They wanted to be able to handle the incoming traffic from all mediums and

have these communications linked into the Microsoft CRM and separate Service CRM

• No integration between their phone system and their CRM application lead-ing to inefficiencies

• Did not have any solution to handle the incoming flow from marketing cam-paigns

Business Solution:• CCS Q with multimedia features of Call-back in Q,

Email Queuing, Web call-back, CCS Chat, CCS Social,

CCS Desk and CCS Report with Microsoft CRM integ-ration

• Able to manage and monitor all communications in and out of their business, therefore finding which marketing campaigns are working

• Using CCS Chat they can communicate with clients to make bookings and give advice.

• Automatic routing of communications to the clients account manager.

Customer Case Study


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Case Study 3

Australian provider of salary packaging solutions. With 6 office in Australia with 100+ employees utilising CCS solution.

Business Problem: • Receiving over 4,000 calls per month with offices spread across Australia.

Couldn’t spread workloads to cope with peak periods or easily add in new users

• No integration between their phone system and their CRM application leading to inefficiencies

• Didn’t have the data to plan the business effectively

Business Solution:• CCS Q, CCS Record, CCS Desk and CCS Re-

port with Microsoft CRM integration• Able to handle calls more efficiently and ef-

fectively• Can easily add agents in any locations to

cope with expansion and peaks in demand• Are able to monitor and report on call

volumes, call statistics, etc. to better plan the business

Customer Case Study


What does the industries need?

Documents

CCS Suite. iPECS CCS Presentation for Demo | LG-Ericsson Public | 20120527 3 ….. It’s about Business Communications Management..... TODAY