EPICCenter V5 Product Presentation

@ The Heart of Your Business@ The Heart of Your Business

11Proprietary and confidential. © 2008 EasyRun, Inc.

EPICCenter – Mid Market Contact Center

• True Universal Queuing• CRM and Database

• Multi layer routing options– Priority, Skill

integration• Multi-Site support• Sophisticated IVR

p y,based, Statistical, Business rules, Customer valueSophisticated IVR

• Outbound, Callback and Campaigns

• Superior Management

Customer value• 2000 configurable

Agents• 600 concurrent AgentsSuperior Management

Information System• State of the art CSR

tools

600 concurrent Agents• 256 Groups• 128 Supervisors• 256 Routing scenariostools

• Screen-Pops• Language support• Hot redundancy

• 256 Routing scenarios• 256 Skills• 256 Agentboards

• Hot redundancy• Cradle to Grave

reporting

22

The EPICCenter Environment

SupervisorsSupervisors

PSTNPSTN

VoiceManagement

andMonitoring

Management and

Monitoring AgentsAgents

PSTNPSTN

Fax Agent Agent Agent Agent

Unified RoutingUnified Routingemail

FODemailFOD

IVRIVR

Mail

ToolbarToolbarToolbarToolbarDDEActiveXTriggers

DDEActiveXTriggers

EngineEngineIWRIWR

WEB

Mail

ApplicationApplicationCRMCRM

InternetInternetWEB ApplicationApplication

DatabaseDatabase

33

Leverages Industry StandardsPSTN

Remote/Home EPICAgentEPICAgent

EPICServerPBX

•T1/E1/Analog Connectivity EPICAgentsWindows XP, Vista

And Terminal Server/Citrix

f A t

•T1/E1/Analog Connectivity,

•TAPIWave/SIP for IVR and

•Call Processing.

LAN/WAN

•Windows 2003

for Agents•CSTA, TAPI,SIP and Web Services for CTI Link

S i

•Windows 2003

Server

SupervisorStations:EPICVisor

WEB

44

Database CRM

Universal Queuing

Common Routing Clear Real Time

View g

Rules View

EPICCenter

Advanced Performance

AnalysisEPICCenter Analysis

Agent Tools supports Multi Media

55

Universal Queuing-Main Feature•Common Routing Rules•Full Real Time Reporting

E il W b/Ch t

p g•Full Historical Reports

Email Integrates with any

POP3/SMTP email serverW k ith t d d il

Web/Chat Chat with Client Simultaneous Browsing

d ll b ti Works with standard email clients Auto response

F ll reporting on Email

and collaboration Web Callback Collaborative Form

Filling Full reporting on Email activity

Filling Full reporting on Chat

activity

66

Callbacks & Outbound Campaigns

Campaigns

Progressive, Predictive and Automated outbound dialing with Preview option on legacy and VoIP PBX’s

Campaigns

•Additional feature on EPICCenter

•Collect the information Callback•Collect the information directly from your database, no need to upload dial lists

•Document call by call Campaign results into your

•Standard feature on EPICCenter

•Each Service can have the Campaign results into your database

•Multiple rules to start and stop campaigns

option for Callback

•Callback on demand for improving service levels

C llb k Ab d d ll •Option to play scripts before connecting the customer to a agent

S il bl h

•Callback on Abandoned calls to capture lost customers

•Option to play scripts before connecting the customer to a

•Screen-pops available when agent gets the call

•Time zones option

•Do not call list option

gagent

•Can be used for Virtual Queue (on-hook queue)

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•Do not call list option

•Preview option

Campaigns in Real TimeOn-going status of the campaign is available at every moment

Campaign activity at the agent level:level:

1. Agent is reserved for a call

2. Agent is on call

3 A t W3. Agent on Wrap-up

88

Campaigns in Historical ReportsGroup Outbound activity report

Call by call detailed campaign reportp

99

Self-Service IVR Applications

•Easy to use intuitive graphical user interface

Wide collection of building •Wide collection of building blocks delivers simplicity and flexibility

•Announce back account b l hi i d balances, shipping dates etc.

•Routing decisions based on collected information from customers and external databases

•Dealer and store locator (With external application)

C ll t i f ti f

1010

•Collect information from callers to update databases

Open and & Easy To Integrate With

•Integrates Via standard Protocols; DDE, ActiveX, T igg i g

Export historical data to standard file formats

EPICCenter

Triggering

•Agent Side Integration

•Server Side Integration

LAN \ WANLAN \ WANCRM/Helpdesk/WFMExport data

SAP

Oracle CRM

Remedy

Databases

MS SQL

Excel

HTML

SQL Remedy

Ventive

OnContact

Sibel

Oracle

Sybase

AS 400

Q

XML

Graphical Files

1111

Blue PumpkinsIntegrates with any SQL and ODBC database

Redundancy

• Full Hot redundancyy• Minimal down time• Continues database duplication• Automatic reconnect of clients to new server• Automatic reconnect of clients to new server• Controlled failback process

1212

EPICAdmin

System Administration I t ti Fl D iInteraction Flow Design

1313

EPICAdmin Features

• Leverages Easy to use Wizards• Leverages Easy-to-use Wizards• Flexible Configuration of Routing Rules• Define Business Hours and Overflow Rules• Manage Email, Web and Voice Through Common

Rules• Provide IVR Functionality to Callers• Provide IVR Functionality to Callers• Manage Agent and Supervisory Profiles• Define Skill Sets and Priorities

1414

Interaction Flow•Easy-to-use, Drag & Drop GUI Interface

•Easy to read flows for future editing •Easy to read flows for future editing and comprehension

•Doesn’t require a programmer to define flows

Simplifies Database queriesSimplifies Database queries

1515

Agents’ Setup

Wizard allows supervisors Wizard allows supervisors to quickly add or edit agent profiles

Agents can answer calls based on service level or Skills can be assigned to based on service level or agent group settingsSkills can be assigned to Agents for skill based routing

1616

Days & Shifts routingSet days and hours of operationSet Work Shift Based on Day and Time

Wizard allows operation hours to be set and h d ilchanged easilyAllows for different routing

and overflow rules to be put in place based on work shifts

1717

Define Visualization settings

Allows manager to quickly acknowledge conditions and acknowledge conditions and agent states

1818

Routing RulesRoute calls according to:•CLI/ANI

•DNIS/DDI

•Skills

•Time of the day

•Priority

•External DB information

•Area Codes/DomainsArea Codes/Domains

•Customers value

1919

Services

Personalized Music Source

Flexible Routing Rules

Default and alternate destinations

Callback functionality

Up to 20 Announcers and actions while in queue

y

2020

EPICVisor

Real-Time MonitoringP f A l iPerformance Analysis

2121

EPICVisor Features

• Real-time Reportingp g Agent and interaction monitoring Service level visibility Customer interaction visibilityy

• Historical Reports Business data for informed decisions Contact center performance analysisContact center performance analysis Inbound, Outbound, E-mail and Web data

• 3rd Party Reader Board Support

2222

Real Time ReportingColor codes for ease of management

Graphical and colorful ppresentation of key indicators

Each manager can set his own work spaceown work space

Quickly identify bottlenecks

2323

y yand service level issues

Real Time Reporting

Load balancing is easy

Large selection of Graphical and Tabular report templates

Report templates can be configured to present desired information

Load balancing is easy when Supervisors can login and logout agents from groups

2424

Historical Reports – 3600 View of the Contact C t A ti itCenter Activity

DNIS’s

Agents Chat/Web

Groups Campaigns

Wrap-UpsSupergroups

Area Codes Email

Applications Release Codes

2525

IVR Ports

Historical Reports Tools & Options

E fi ti f tEasy configuration of reports

Interval (hour by hour) reports

FilteringFiltering

Sorting

Formula Editor – Create your own data Formula Editor Create your own data points

Schedule reports to printers

Schedule reports to standard file formats

Non continuous reportsp

Multi-entity reports

2626

EPICAgent

2727

EPICAgent Features

• Multimedia Handlingg Inbound and Outbound Voice, Fax, E-mail & Web

• Customer Visibility In-queue windowsIn queue windows Screen Pops

• Soft-phone Interaction handling icons Interaction handling icons

• Important Messages Reader Board

2828

EPICAgentProvides all the ACD and Telephony functions with simple point & clicks

Drag and drop icons

Contacts in queue windowto the toolbar

d h Present and share information between agents with Agentboard and status windowsstatus windows

2929

Easily AffordableEasily Affordable

Easy to OperateEasy to OperateEasy to IntegrateEasy to Integrate

Easy to MaintainEasy to Maintain

3030

yy

Schematic description – The general case1st’ Site 2nd’ Site

3131

Failover – Primary EPIC is down

3Com VCX

3Com VCX V7000 •Secondary becomes Master

`

3Com VCX V7000

``

EPICAgents

```

EPICAgents supervisors

y

•Clients connect to the new Master

•The system is operational

VCX Phones

supervisors

VCX Phones

VCX Phones

EPICCenter on I Secondary

Switch

EPICCenter On I PrimarySwitch

LAN/WAN 3Com VoIP Gateway

3Com VoIP Gateway RouterRouter

PSTN

3232

Failover – Network Split

3Com VCX

3Com VCX V7000 •Secondary becomes Master

`

3Com VCX V7000

``

EPICAgents

```

EPICAgents supervisors

y

•Clients on Secondary connect to the new Master

•Two system are operational t d l

VCX Phones

supervisors

VCX Phones

stand alone

VCX Phones

EPICCenter on I Secondary

Switch

EPICCenter On I PrimarySwitch

LAN/WAN 3Com VoIP Gateway

3Com VoIP Gateway RouterRouter

PSTN

3333

Replication & Keep Alive

• Frequent replication of MySQL DBsq p y Q• Keep Alive between EPIC on I systems

Primaryo Keep Alive events every 10 secsp yo Failure - No response for 3 on a row (30 sec.)

Secondaryo Keep Alive events every 20 sec.

il f 6 (120 )o Failure - No response for 6 on a row (120 sec.)

3434

Failure Types

• Main Server is FaultyMain Server is Faulty EPIC initializes 3 times within 15 minutes Primary detects Secondary operation during initialization Server fails to complete initialization Server fails to complete initialization Secondary EPIC version differs from Primary Secondary initializes first time with no active primary

• No connection between Servers• No connection between Servers Keep Alive failure

3535

Failure Modes

• Primary Stand Alone – Only Primary exists• Secondary Stand Alone – Only Secondary exists

(functions as Master). • Primary and Secondary Stand Alone - Connection • Primary and Secondary Stand Alone Connection

between the servers is broken. Two separate networks, both server act as Master. N C ti t PBX P i d S d • No Connection to PBX- Primary and Secondary servers lost connection to the PBX concurrently.

3636

Failover Process

• Secondary server detects broken Primary servery y• Secondary server is becoming active• Clients connect to Secondary server

3737

Failback Process

• Failback Primary Server is back as Master Clients will detect the Secondary server is down and

t t th ireconnects to the primary server Full DB synchronization between the Servers EPICServer on the secondary server will be “dormant”y Failback process need to be triggered manually

3838

The Server Console * Runs on a Visor station

Gray – No Redundancy option

Status indications

y y p

Green – Normal mode

Yellow – Stand alone mode

Red – Server is faulty

3939

eMail in Real TimeMonitoring DNIS’s related to emailMonitoring email queues

M i i M ilbMonitoring Mailboxes

Agent email activityAgent email activity

4040

eMail in Historical Reports

Blended agent activity lexample

Email activity is monitored and logged in every aspect

4141

Chat in Real time

Customer AgentChat Chat

Window

Service = MusicEnglish=20 ..

Simultaneous Browsing

4242

Starting the chat

Start chat button

Multiple types of information can be collected when starting the chat and starting the chat and latter on be used for different purposes

4343

Chat call “rings” at the agent desktopWhen chat call is ringing at the agents desktop the agent gets:

Multimedia indication

Customer IP AddressCustomer name & email

4444

Customer IP Address

Chat– customer side

Send text Send URL Disconnect

Control buttons

Transcript area

Writing area

4545

Writing area

Chat – Agent side

Control buttons

Send text Send URL Disconnect

Disconnect and reconnect simultaneous browsing

Transcript area

Writing area

4646

Writing area

Chat - Administration

Option to save chat transcript and to Option to configure

pre defined answers and to organize them in folders

transcript and to send it to the caller

Pre defined answers can be:

Text messages

4747

Documents

Chat in Historical Reports

Chat activity is monitored and logged in every aspect

4848

and logged in every aspect