Embed Size (px)
Citation preview
Central Communication Unit
Communication is the key
2
The central intelligence of Cycos makes communications easier for your clients, your company and your success.
Contents
Unified MessagingIntegrating email, voice, fax and text (SMS) ............... 4
Computer telephonyCTI and softphone .....................................................6
Optimizing processes in CRM, ERP and SCMMulti Media Contact Center, ACD and AMD ............. 8
Flexible voice applications, routing and dialogsInteractive Voice Response, Caller Guide, Single
Number Service ....................................................... 10
Integration and collaborationUnified communications in workgroup and workflow
applications .............................................................12
Future-proof technologyApplications of the future, IP telephony,
scalability ................................................................ 14
3
The integration of emails, voice mails, fax documents
and text messages into one unified application relieves
your staff in terms of organization and increases their
mobility. The intelligent automated routing of incom-
ing calls and messages fully exploits your service team’s
potential. Voice-supported links and customer self-
service also help relieve the load on your phone
exchanges and increase availability.
Plus, Cycos helps to improve internal communications
and thus the whole system of cooperation in your
company. All the media can be integrated into your
groupware systems – Microsoft Exchange and Lotus
Notes, for example. With ERP and CRM, on the other
hand, our solution becomes the central ingredient of
business-critical applications.
Cycos mrs functions like a dream with standard tele-
phone systems and with Voice-over-IP. The “Single
Server Concept” in mrs even networks the administra-
tion of services across different locations. The special
mrs modular structure and its scalability allow maxi-
mum flexibility – and lets you build your tailored solu-
tion on the basis of standard modules. You will only
get those services and modules that you need – cus-
tomized to the exact number of specified users. After
all, other system modules and additional users can be
added on to at any time.
Cycos streamlines your corporate communi-cations for enhanced cooperation and optimizedprocesses. Install our solutions and you'll see a significant rise in productivity and cost reductions.This is why we think it’s time we got to know oneanother. You should also take a look at our references and project reports!
Communication has become a crucial productionfactor in the Age of Information. At the same time,
technological developments mean that communication
systems have become more complex. New media based
on the Internet and mobile telephony are gaining
popularity, affecting consumer patterns and changing
both internal and external interactions in day-to-day
business. The time has come to empower your staff to
act and react as effectively as possible.
What's required is an integrative intelligence which
you can use to network your information systems and
communication processes into one functional whole.
Cycos meets this requirement with the Central
Communication Unit – our solution for integrated
communications. The technological platform is
provided by the Cycos Unified Communications Suite
mrs which we seamlessly integrate into your business
applications and telecommunications
infrastructure.
Cycos makes your communication systems moreefficient and easier to handle. At most companies,
success depends on the ability to communicate with
your customers swiftly and reliably. However, success is
not just a question of sales figures but also of the cost
of such availability. In other words: "How productive is
a communications worker and how many employees
are needed?". Cycos improves your cost structure in
both respects.
Making communications easier with intelligent systems
4
Integrating fax documents, voice mails, text mes-sages and emails into one interface makes com-municating (and life) much easier. Cycos Unified
Messaging combines all the different communication
systems – if you wish, directly into your groupware's
mail clients such as Exchange/Outlook or Domino/
Lotus Notes. Alternatively, you could opt for your own
Cycos Client. This, thanks to its web interface, is the
ideal message board for your staff out on the road,
including email. You decide which modules you need:
from a single fax server to a complete messaging suite.
Yes, the choice is yours.
Either way, Cycos delivers powerful features at all
levels, optimizing your communications now and in
the future.
Emails, voice mails, faxes and text messages: one central communication unit for all your
Unified Messaging
Modulesn Voice mailn Faxn Text (SMS)n Emails via Cycos ClientIntegration into n Microsoft Exchangen Lotus Notes & Dominon IBM Webspheren Web-Services, SOAn SAP® R/3®, my SAP™ CRM,
NetWeaver™n Microsoft Dynamics CRM 3.0
All functions controllable via Web Client
PC /
Mail client
Telephone
Laptop /
Mail client
Cell phone
Voice mail
Text messages
Fax machine
5
Internet or by phone. You can even define your
deputy and configure routing functions. mrs Voice
supports Automatic Speech Recognition (ASR) and is
easy to manage by speech activation. In a word, it's
a must for all those who work in a field with direct
customer contact, who always need to be up to date
and reachable while on the road – via laptop, cell-
phone, PDA or any phone.
Texting (SMS): the efficient communication andcontrol module. For fast and efficient communication
with your reps on the road or with customers, use text
messaging (SMS). Intelligently integrated into various
applications and processes, a text messaging system
can lead to surprising rationalization effects. For exam-
ple, a large utilities company has now installed SMS
to automate its meter reading procedures at the
customer's location and directly integrate the results
into the billing process. Likewise, SMS is the perfect
means of communication in a critical call center, pro-
duction or cost-control situation. Automated SMS
error messages are transmitted from the machine to
the service engineer directly and thus accelerate the
"trouble shooting process". If desired, an SMS bulk
communication module transforms your company
into its own provider – minimizing transmission costs.
SMS with Cycos supports delayed sending, bulk
distribution lists and much more.
Perfect mobility is also assured by the Text-to-Speech
Option (TTS). In other words, you can call up your
emails by phone – even on a long trip, you're always
kept informed.
Cycos Unified Messaging optimizes processes in companies of any size. From a medium-sizedcompany to a larger corporation hosting morethan 100,000 users.
Fax service: efficiency, security and value formoney. Employees receive and send fax messages
via their own fax number, by simply using their own
computer. Documents can be produced, opened,
processed, forwarded and archived online within the
mail program or within any application with a print
function (which saves time). There's no longer any
need to buy and service fax machines, install toner
cartridges or load paper. No fax message ever winds
up in the wrong in-tray. Confidential information and/
or urgent messages get to the right person fast at any
time. The Cycos fax feature enables cost-effective bulk
faxing, delayed sending, least-cost timing and routing.
It also turns any network printer into a fax machine.
The digital signature option meets the legal require-
ments in terms of fax-based billing systems. What's
more: our fax service is the ideal interface to docu-
ment output and management systems and for work-
flow optimization.
Voice mail: perfect availability. Use mrs Voice
and see your computer become an answering machine.
Check your messages in the mail program or web
client with the click of your mouse. Forward them for
editing or archive them. No message ever gets lost.
Produce your own voice mails or attach voice com-
ments to any important emails or faxes. When out of
the office, you can record your greeting texts over the
Unified Messaging
messaging needs
6
Mobile employee
Home office
Computer, softphone
and headset
Computer, softphone
and headset
7
We turn your computer into a telephone. Based
on Voice-over-IP and SIP, Cycos transforms your com-
puter into a comfort telephone. Stand-alone tele-
phones are now a thing of the past. You make your
calls from the comfort of your PC using your personal
headset. No expensive system telephones, just normal
network or Internet connections. You cut your tele-
phone costs and since the softphone also performs on
any laptop, you increase the mobility of employees.
All it takes is an Internet connection to link your
employees with the rest of the world on their usual
number. We've left the best for the last: with this
technology, you can also "migrate" step by step. In
line with our "Central Communication Unit" strategy,
we support all technologies with a central solution.
This applies to both traditional TDM PBX technology
as well as Voice-over-IP.
No two ways about it: mrs combines modern messag-
ing processes with real-time communication by phone.
Significant added value for you, a massive competitive
edge for us.
Once separate tools telephones and computers are
now converging, leading to previously unimagined
synergies for more efficient communication.
Workflows improve, costs decrease and employee,
partner and customer satisfaction rises. What more
could you want?
Dialing by a click of the mouse. Computer
Telephony Integration (CTI) with Cycos mrs enables
perfectly ergonomic telephone communication. Use
our CTI module and you can handle your system
telephone via the computer with the mere click of
the mouse. Even dial by mouse from address books,
groupware applications, web-based services, databases
or ERP and CRM environments. Or use the Cycos CTI
Client and its handy presence function which tells
you at a glance if the person you want is available.
No more wrong numbers and repetitive dialing by
hand. When a call comes in, the CTI function com-
pares the telephone number with your database
entries. Assuming integration into your ERP and CRM
applications, all important information about the
customer or supplier is automatically displayed on the
screen. Call journals list any missed calls and provide
detailed information about any subsequent call,
including time of call and duration. A really useful
basis, for example, for invoicing consulting calls.
Similarly, return calls can be triggered from the list
by a mouse click. Also, a mouse click is all you need
to place a call from emails or voice messages.
Computer telephony
Cycos combines telephones and computers into one single ergonomic communicationsystem. The result: superior voice communications for all users.
Computer Telephony Integration
Click to Dialn Direct call initiation via address books, journals,
emails and text messages (SMS) PopUp at incoming calln Caller identified by number, selected data highlightedCall journalsn A list of all inbound and outbound callsSoftphonen All phone features available on the computern VoIP connection from computer to standard phone
system or control of a VoIP system n All convenience functions available.
8
Good customer relations management is the key to long-term
business success. Staff availability plays a vital role here whatever
communication medium is used.
Here at Cycos we combine telephone and information systems,
intelligent call and message routing as well as interactive voice
applications to ensure perfect availability all around. We seamlessly
integrate all your communication channels in business applications
and processes. From supply chain management via ERP to CRM!
The mrs Multi Media Contact Center (MMCC) – the perfectsolution for relations management. The mrs MMCC is the nerve
center for the distribution of all your communications: incoming
and outgoing calls, faxes, emails and text messages. For routing
processes, campaigns and interactive voice applications.
Automatic Call Distribution (ACD) automatically distributes any
inbound call to the appropriate agent or the next-available
number. Plus, you define the distribution logic beforehand – for
example based on skills (e.g. languages spoken), Last Agent or
Gold Partner status. Calls are routinely prioritized and routed to
the preferred agent. Also, ACD ensures perfect load distribution
and optimum use of your service resources.
With AMD (Automatic Message Distribution) these functions are
also available for fax, email and text messaging. Thanks to AMD,
each message always reaches the appropriate group or agent.
Automatic load distribution and dynamic message assignment cut
reaction times and increase customer satisfaction.
Interactive waiting fields and voice portals optimize call manage-
ment, but without any additional hardware. If all the agents are
busy, your callers can begin to enter important data in the waiting
The combination of flexible telephony functions, intelligent message manage-ment and Unified Communications will optimize your CRM process amazingly.
9
Process Optimization in CRM, ERP and SCM
field or select their preferred option. All such data is then available
during the call. You specify all queries and map your processes.
You pre-define groups and agent settings and determine call
threshold values for alarm functions. You're kept up to date
about your department's status through each medium. Use the
graphic interface to manage distribution and carry out any
modifications required.
We support outbound activities with a high-performance
campaign management. Real-time reports and statistics can be
compiled with just a few clicks of the mouse.
Thanks to CTI, the system identifies the incoming callers and
during the distribution process, takes their preferences into
account. As soon as a call is accepted, the caller's contact data
appears on-screen, possibly with CRM database information
too – it all depends on the depth of integration. Outbound
contacting is also made simple: you dial by a mouse click from your
CRM application … and avoid error-prone manual processes.
A host of product features, then, and all unified in the mrs Multi
Media Contact Center. The MMCC supports classic PBXs as well as
VoIP systems. Connecting employees working at different locations
or in their home office. That’s not all, complete CRM workflows
can be triggered via mrs.
Multi Media Contact Center (MMCC)
n ACD functionsn Pre-definable automatic distribution of incoming calls
to your groups and agentsn sequentiallyn dynamicallyn skill-based n Last Agent, etc.
n Caller identification and prioritization according to multiple criteria
n Automatic alarm functions in case of call threshold valuesn AMD functions
n Integration of all Unified Messaging modules into the communications solution
n Direct transfer of the ACD configuration logic to AMD control if desired
n Interactive Voice Responsen Interactive waiting fields with data entry optionn Automatic speech recognition (ASR)
n CTIn Campaign support
Integration withn SAP® R/3®, mySAP™ CRM, Interaction Center,
IC Web Client, NetWeaver™n Microsoft Dynamics CRM 3.0
The MMCC operates autonomously or in interaction with groupware, CRM and helpdesk applications.
10
IVR solution in the Multi Media Contact Centern Intelligent system for caller
qualification n Integration in data collection
processesn Automatic Speech Recognition (ASR)
Caller Guiden Voice-controlled telephone routingn Find-Me-Follow-Men Stand-alone operation with the
mrs servern Supports all standard telephone sys-
tems on PBX and Voice-over-IP basis
Single Number Servicen One call number for fax, telephone,
cellphone and voice mail
11
"If you would like to learn more about our latest
offer, then push 2. If you … then push 3. If you would
like to talk to an agent in person, please push 9".
OK, lots of people have mixed feelings about talking
to a machine.
This is why Cycos voice applications are so customer–friendly. Plus: They even reduce yourtelephone communication costs. Better service and
lower costs are obvious goals when it comes to cus-
tomer relations management. With a Cycos Interactive
Voice Response solution (IVR), you achieve both. On
the one hand, you improve your telecommunication
acceptance in the long run. On the other, systematic
process optimization helps to reduce costs.
Cycos voice portals are customized to your processes.
Leaving your customers to decide whether to speak
into the phone or – in the event of noisy surroundings
– to use the telephone keypad.
A new quality in communication. With automatic
voice control, you can qualify callers at once – for a
software service hotline, perhaps. The IVR function
prompts the maintenance contract number and direct-
ly routes the call via ACD to the appropriate depart-
ment in the service center. This mechanism guarantees
an outstanding service level with ideal workloads for
your agents.
High-speed routing – without a telephoneexchange! This is voice-supported telephone routing
combined with intelligent "Find-me-Follow-me":
the mrs-based Caller Guide automatically routes each
call to the agent required, using the latest voice
control system. Waiting times, busy signals and long
routing paths are now consigned to the dustbin of
history. Each of your employees can configure up to
four additional contact options – from deputy to
cellphone to voice mail. No call goes astray, perfect
availability is guaranteed. Caller Guide relieves your
telephone exchange or even fully replaces it at smaller
companies.
Mobility guarantee. mrs means greater mobility
for your employees. Any message can be retrieved via
the Internet whenever it is convenient. The mrs Single
Number Service provides your representatives in the
field with all kinds of benefits. Yes, every user in your
company can be reached via a single call number –
for fax, telephone, cellphone and voice mail. The
intelligence of mrs automatically recognizes any calls
and forwards them to the appropriate phone or device.
In this way, your customers can reach your employees,
at any time, on the road or at their home office.
Perfect mobility is also assured by the Text-to-Speech
Option (TTS). In other words, you can even check
written messages by phone – and always be kept
informed.
Voice-supported applications and automatic routing by Cycos offer huge potential in terms ofrationalization. Yet you're "always available" foryour customers.
Flexible voice applications, routing and dialogs
Intelligent speech control will be the next quantum leap in the world of telecommunications. At Cycos we have already developed it. To improve the efficiency of your systems and the availability of your employees.
12
Cycos solutions integrate all the different channels and areintegrated themselves. The best part is, we develop mrs tailored
to the environments in which our customers work. Every company
uses some type of system aimed at facilitating collaboration and
communication – mainly groupware solutions such as Microsoft
Exchange and Lotus Notes. Larger companies control internal and
partner collaboration and coordination with complex ERP and
CRM systems. With mrs, you can integrate your communications
into all these systems and provide the perfect support for all your
internal processes.
Integration in your groupware. mrs supports Microsoft
Exchange (Outlook), Lotus (Notes & Domino) and Novell
GroupWise. Apart from emails, your voice mails, faxes and texts
are displayed in the standard client for further processing. You can
forward messages with a mere click, archive them or attach com-
ments. Another click – and you return to your contact. This works
out of the office too! Needless to say, our unique system is com-
patible with your software's address databases.
Integration in business applications and workflow solutions.mrs works outstandingly well with high-performance corporate
management tools such as SAP, i.e. applications where you design
the customer management, production or procurement processes.
Either way, we help you to integrate your communications
into these processes seamlessly – right through to workflow-
controlled communication routines from your CRM or ERP systems.
For instance: during the course of a purchase order process, the
phone number required for lead-time confirmation "at the other
end" is displayed in the order menu. You dial that contact with
a mere click. Take this typical customer service situation: The call-
back has been set up, the important customer information is auto-
matically displayed on-screen, and the relevant action in the CRM
system is made accessible. In addition, we can implement these
functions via XML interfaces in all modern web-oriented programs.
Cycos mrs is collaborative Software. It improves the single most important collaboration factor:
13
Collaborating systems
Thus it is that the CTI and Multi Media Contact Center agent
feature is mapped in the SAP NetWeaver™ portal. Similarly, IBM
Websphere/Workplace customers also benefit from the CTI
function, for example within Peoplefinder. CTI also appeals to
companies using Microsoft Sharepoint, letting their users call
team members by a simple click of the mouse.
Active Directory Service – all on the same page. Wherever
available, mrs will use your existing rulebook for domains and
user rights, or, if desired, provide this function independently.
Any new functions are implemented over the ergonomic interface
and rolled out company-wide. In a nutshell: all your entire commu-
nications are operated via one central system.
Processes: SCM/ERP/CRM
Workflow communications
Workgroup communications
Groupware Integrationn Microsoft Exchange (Outlook)n Lotus (Notes, Domino)n Web servicesWorkflow integration and business applicationsn SAP® R/3®, mySAP™ CRM, Interaction Center,
IC Web Client, NetWeaver™n Microsoft Dynamics CRM 3.0n Navisionn Open platformsn IBM Websphere e.g. PeoplefinderWeb servicesSOA
communication – across all kinds of different systems.
14
Updates, new systems and ever- more state-of-the-art
technology descend on companies in increasingly rapid
succession. Therefore you need a solution that can
keep step with these developments and take the
approaches of the future into account today. In short,
you need a solution with open interfaces and an
expandable platform. With mrs, your communication
infrastructure is in safe hands. mrs supports estab-
lished and new technologies at the same time – TDM
and VoIP, for example.
At home with all the major standard applications.No matter which standard solution you might prefer in
future, thanks to flexible interfaces you will always be
able to use your mrs. You will also incur low follow-up
investment costs. All common protocols are supported.
The functions are configured via the interfaces to your
IT and telecommunication systems. What's more, mrs
also supports switching from groupware to a business
application. Once your interfaces are reorganized, your
communications will continue to work smoothly under
the new system – as an integrated component of your
ERP and CRM processes.
The key to soft migration to Voice-over-IP. Whether within a homogenous infrastructure or a
highly heterogeneous environment, mrs supports a large
number of PBX makes and combines them into one
solution. From traditional PBX to pioneering VoIP, mrs
not only meets the requirements made by your present
infrastructure but leaves space for new technology
strategies. mrs is the key behind a soft migration to
value-for-money IP telephony. Whenever it fits into
your business strategy – and for the maximum safe-
guarding of your investments.
As Cycos single-mindedly pursues the Single-Server Concept, you systematically design the ultimate solution while becoming flexible and independent all withrelatively little outlay.
15
Future-proof technology
Location ATelecom System A
Fixed-lineTele-
phone
IPTele-
phone
MobileTele-
phone
PC withSoft-
phone
Location AIP Com
Location BTelecom System B
Corporate locations merge into one. mrs needs
only an Internet hook-up to weld different corpora-
tion locations together and turn them into a single
communication infrastructure with low-cost central
management.
A driving force. mrs offers unique service and user
quantity scalability. Based on a central server, your
system can be supplemented and extended anytime
and under favorable conditions. For instance: you
can easily combine a Unified Messaging application
operating with Exchange and geared to all employees
with the contact center function for your sales depart-
ment. To summarize: mrs takes your corporate struc-
ture into account and grows as your company grows.
It couldn't be simpler.
A host of possibilities. You can also use mrs in a
Hosted Solution way – for affiliated companies,
alliance partners and your customers. Economies of
scale and pay-as-you-use models result in substantial
savings for all parties.
Keeping tabs on deployment costs. In distributed
networks using Citrix servers, mrs is also indispensable.
Central maintenance and distribution services can lead
to extremely low operating costs. At the same time,
all mrs features are available – also on inexpensive
Thin Clients.
Supported telecom systems:TDMVoIP PBXs and gatewaysTo obtain a complete list of all Cycos-supported systems, pleasegive us a call or send us a mail.
Supported protocols and interfaces: n PBX/ISDN:
n ISDN: EDSS, QSIG, NI-1, 4ESS, 5ESSn VoIP: SIP, H323/H450, Wave Driver-TAPI Combination,
T38, T30 Softfaxn CTI: CSTA, TAPI, TSAPI
n Client Server:n IMAP4, POP3
n Email:n SMTP
n APIs:n File Sharing, XML/SOAP, SAP ICI, MAPI, Notes API
n Directories: n LDAP, ADS, NDS (based on LDAP)
n Databases:n ODBC, SQL
n Reporting:n Crystal Reports
The Central Communication Unit
Cycos AG HeadquartersJoseph-von-Fraunhofer-Str. 7
52477 Alsdorf
Germany
Phone +49-2404 - 901- 0
Fax +49-2404 - 901-100
Cycos AGOtto-Hahn-Str. 1c
69190 Walldorf
Germany
Phone +49-6227- 605 - 605
Fax +49-6227- 605 - 610
Cycos AGWilhelm-Haas-Str. 6
70771 Leinfelden-Echterdingen
Germany
Phone +49-711- 30 60 - 0
Fax +49-711- 30 60 -140
Cycos France SAS41, rue de l´Alma
92400 Courbevoie
France
Phone +33-1- 46 35 28 00
Fax +33-1- 46 35 28 01
© 2006 Cycos AG, PB-002-E-01-2006
All product names mentioned herein are trademarks or
registered trademarks of the respective manufacturers.
All specifications are subject to alteration without prior
notice. Errors excepted.
