Ipecs ccs intro 20121218

iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 1

WHAT IS iPECS CCS

Commercial in confidence | © Ericsson-LG Co., Ltd. 2012 | 2012-10-08 | Page 2

Overview› Ericsson-LG branded Contact Center Suite which is fully integrated

to iPECS systems (CM/LIK) and optimized to SMB market › Comprehensive all-in-one solution (Single Vender Solution) › TAPI-Based Multi-Channel (voice, e-mail, fax, web chat, SNS,

SMS) CC Solution› 3rd Party Integration (Server to Server)› LG-TSP is required for message interface with iPECS systems› SIP Interface for Voice Announcement› Flexible Installation and Protect Investment based on Modular

SW Architecture› Allow to setup CEBP with well-known CRM integration and API for

3rd back office application integration› User friendly Agent Application (Messenger like GUI, Drag & Drop

operation, Presence, Chatting among agents)• CCS Q - Multi-Channel Inbound CC• CCS Desk - CC Client• CCS Report - CC status monitoring and reporting• CCS Call - Multi-Channel Outbound CC • CCS IVR - Interactive Voice Response• CCS Record - Voice Recording• CCS SNS - Social Network Gateway• CCS SMS - SMS Server• CCS Chat - Web chat client

MFIM

VOIM

PRIM

CCS Q

HMP

IPKTS

SIP

LGTSP


components

› iPECS CCS consists of basic packages and modularized options for special functions.

– Basic package› CCS Q: Multi-media Inbound CC› CCS Desk: Agent’s Client Software› CCS Report : Monitoring and report

– Optional modules› CCS Call – Multi-Media Outbound CC › CCS Chat – Web chat & IM clients› CCS social – Social Networking with

Twitter and Facebook › CCS IVR – Interactive Voice Response› CCS Record – Voice Recording› CCS SMS – SMS Server

Basic Package

Optional Modules

Commercial in confidence | © Ericsson-LG Co., Ltd. 2012 | 2012-10-08 | Page 4

Reference Configuration

iPECS LIK/CM

SIP Trunk

PSTN

IP

USB 2.0

CCS RecordServer

BRI/PRI Trunk

2 x LAN

CCS IVRServer

CCS DeskServer

CCS ReportServer

Phone CCS Desk Client

CC Agent

Agent/Supervisor Phone : SLT/LDP/LIP

Microsoft SQL

Server*

CRMServer*

FAXServer*

* Provided by customers

CCS Q

CCS Call

CCS Facebook

CCS Twitter

CCS E-Mail

CCS Fax

Dash Board

Desktop Report CCS Web Chat

Web Callback

Call Back in Q

CCS SMS

Phone CCS Desk Manager

CC Supervisor

MS-SQL

CCS VM


Ipecs ccs Q

› The core of affordable full IP Contact Center Suite for professional customer service and inbound call management & reporting.

– Powerful ACD and Skills Based Routing with variable announcement management options

– Unlimited queues (up to 9,999)– Unlimited agents per queue– Announcements & Hold music per queue – Scheduling and overflow– Remote & Multi-site support– Emergency mode– Multi-media & Social Network options– Powerful CCS Add-ons


Icc scenario - aa

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


Icc scenario - ivr

Sales Support Administration

Inbound Call Database

IVR Pin Code Enquiry for Smart Routing and retrieval of customer details from a

database


Icc scenario – crm lookup

Lookup Servicewith CLI

Normal VIP Accounts !

Inbound Call CRM

Example Use Case: Bronze / Silver / Gold

Accounts Normal / VIP Customer Registered / Unregistered Customer / Supplier Support / No Support Account Manager Last Answering Agent


Icc scenario - multimedia

CCS Q handles multi-media and social networking

communication mediums and distributes by skill to agents

Email

CallFaxFaceboo

k

Twitter

Web Call-back

WebChat

Sales Service Social Media

Tele-MarketingCampaign

Sales callback in queue

Service callback in queue

Sales & Service queue overflows


Icc scenario – skill based routing

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


Icc scenario – overflow

Call Sales

callback Sales Team2

callback Sales Team3

callback

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


Ipecs ccs DEsk

› Powerful client PC applications for CC agent and supervisor to control telephony and provide advanced service management and business efficiency with CRM interface

– Easy and intuitive user interface– Contact information screen pop up– A single client to view and control telephone,

calendar, presence, IM, SMS/TXT, contacts– Dag and drop call control– Built-in CRM integration interface or

API for back-office application integration


Ipecs ccs report› A business intelligent that deliver historic and real time information on

business communication, supporting better business analysis and decision making

– Web based tool– SQL database and reporting architecture– Over 130 powerful reports for Inbound

& Outbound CC system performance,

service levels and agent/team evaluation– Automatic scheduling of reports to print,

email or file (CSV, PDF, Excel)– API for CRM/DB integration

TAPI

iPECS CCS Q CCS Report Server

AgentQCampaign

CCS Report Web

SQLServer

ODBC Export to PDF document

One Server


Ipecs ccs report› Business Intelligent Dashboard

– Dashboard and alert management – User configurable– Desktop or web browser based for operation

anywhere– Figure, grid, bar, pie, speedo, real time graphs– Alert by sound, color and email

› Playback of optional CCS Record

› Budgeting & cost control management


OPTIONAL MODULES


Call-back in queue

› Call-back in Queue– When high abandoned rate due to long wait time or not enough agents

› Customers leave the call back information : return number, voice mail or CLID(default)

› ACD/Skill based call routing to an available outbound agent with the same position in the queue while the callers need no longer wait

› Advanced features are needed as like CLID indication, Speech recognition, CCS IVR

Press 9 to leave a Call-back

Enter Call-back no., leave a VM or

disconnect

Call to CC

Inbound queue

Call back queue

I/B agent

O/B agent


Available Inbound Agents

CLID 0410697942Wait Time 120s





Automatic Call Distribution / Skills Based Routing

Voice calls into queue

Press 9to leave aCall-back

Enter Call-Back number Press #

Leave a Voice Messageor press # to disconnect & register

Q Pos 1

Q Pos 2

Q Pos 3

Q Pos 4

Q Pos 5

Q Pos N

Available Outbound

Agents

Automatic Call Distribution / Skills Based Routing

Can be the same set of agents

Call-back in queue


Web call back

› Web Call Back– Leave the customer information via web site to call back– Left information is saved in Database server(SQL DB).– iPECS CCS Q will find a new web-callback and assign to available agent.– SQL DB Items : ID, Source, StartTime, QueueID, Notes, Type, Status,

Phone, Name, Company– Agent can see the previous web page that the customer visited.

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

Web Server CCS Server

DatabaseServer

CCS Agent

1 2 3

4

5www

CCS Q

CCS Web gateway


Web Site with Call-back request

Web Server

CCS Web Gateway

CCSSQL Database

WWW

MSSQL Database

Database ServerCCS 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 leave a Web Call-Back

request 3. The call-back request is sent

to the CCS Web Gateway

4. CCS Web Gateway writes the callback

request to the database

5. The callback is assigned to the next available agent`.

CCS Q

Web call back


E-mail, fax, VOICE MAIL queuing› E-mail, Fax and Voice Mail

Queuing– iPECS CCS Q handle inbound

multi-media including e-mail, Fax and Voice Mail as like voice calls in queues and route to the best available agent

– CCS Q retrieve the mail from the e-mail server and forwards it to outgoing server to available agent.

– Agent will receive the mail with each message.

FAX Server

1. A new e-mail arrives into an inbox that is being monitored by CCS Q

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

3. The e-mails are forwarded to the next available agent’s inbox.

Available Agents

CCS Q

CCS Server

Fax

Incoming e-mail server

Outgoing e-mail server

They can be the same

machine

* Requires Fax server that converts incoming fax to mail

VM Server VM

1. A new e-mail arrives into an inbox that is being monitored by CCS Q

VM

E-Mail

* Supported inbound Email Server protocols:

. IMAP

. MS Exchange (2007/2010/Online Web Services)


› E-mail, Fax and Voice Mail Queuing– Supported inbound Email Server protocols:

› IMAP› Microsoft Exchange (2007/2010/Online Web Services)

– Additional CCS Requirements:› Agents must have their own email address and email client application.› CCS Desk agents must be configured with the correct email addresses.› SMTP Server available to forward the email to agents. › SMTP Server must accept basic text authentication.

E-mail, fax, VOICE MAIL queuing


CCS social

› Social Media contact center integration: Facebook and Twitter

– Enable contact management for Twitter users via Call back and Facebook

– Get real-time Social Media marketing statistics and trends when measuring your Twitter and Facebook response

– Skills-Based Routing for all social Media requests or posts

› Conditions– Agent should have its email address and

it should be configured in CCS DESK administration.

– Separated window service is operated to support Twitter


CCS social(FACEBOOK)› Facebook Call-Back management

– Facebook integration is as per Inbound Email Queue Management. – Agent must be allowed to reply Facebook email on behalf of the registered

user.

CCS Server

CCS Agent

1 2 4www

CCS Q

1. A Wall Post / Comment / etc. is made on the Facebook account or page that is monitored by CCS Q

2. Facebook sends notification via e-mail

3. E-mail is received into the inbox monitored by CCS Q. As per Email queuing, CCSQ forwards the email message to the available agent

MailServer

4. The next available agent receives the Facebook notification email and is able to reply to that message to post

3


CCS social(Twitter)› Twitter Call-Back management

– Twitter call back request is supported by CCS Q Agent

– Proper Tag should be used for call back: “Call!”– The full message sent by twitter user is

displayed on agent CCS Desk– Must have Twitter account and authorize CCS

Callback application to access the account

CCS Agent1 2 3

www

1. A new mentions the Twitter account that is monitored by CCS Q

2. The Twitter call back service pulls the tweet and creates a callback request for CCS Q as per Web Call-back

3. CCS Q forwards the call-back request to the available agent

CCS Server

DatabaseServer

CCS QTwitter

Callback Service


CCS web chat

› iPECS CCS Chat provide customers with the superlative service by enabling Web Chat Instant Messaging and link your website to your sales and support team.

– Similar lookup with messenger– Needed IIS (Internet Information Service)– Greeting message limit: Max 100 characters– Transfer current chat request to others

Web Server

CCS Server

CCS Agent

1 2 34

5

www

CCS QCCS Chat

Web chat session is established

CCS Q notifies the available agent

Communicates to find an agent

CCS Chat receives chat request

6


CCS web chat


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 notifies the next available agent

CCS web chat


iPECS CCS call

› iPECS CCS Call is the IP multi-media outbound contact center solution to provides affordable professional telemarketing & outbound management with reporting solutions for all business.

– 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– Campaign expiry date and scheduling– Built-in CRM integration for list retrieval– Historical reporting & Dashboard– Callback / SMS


iPECS CCS call

› iPECS CCS offers a variety of selection for campaign modes– Preview (single dial or multi-call mode) mode– Progressive mode– Pre-emptive mode– OutCall mode

› Reporting with CCS Report– Agent Productivity, Campaign Performance,

Disposition Codes, etc– Historical & Real-time – On-demand or Scheduled Delivery– Business Intelligence Dashboard– CCS Report API for integration with CRM


iPECS CCS call

› iPECS CCS Call: Preview & Progressive Modes

CRM or Customer

Database

Disposition Code entered

Call isCompleted

Outbound call is made


iPECS CCS call

› iPECS CCS Call: Pre-emptive Modes

CRM or Customer Database


iPECS CCS call

› iPECS CCS Call: OutCall Modes

CRM or Customer Database


iPECS CCS call

› iPECS CCS Call with CCS Q– Seamless blending between inbound & outbound– No need a separate set of agents for inbound &

outbound– No need to log out from CCS Q queues to work

on CCS Call campaigns. – HMP ports can be shared between CCS Q and

CCS Call.

› Screen– Campaign & agent monitoring for supervisor– After Call: agent must choose completion code– CRM screen pop when CCS Call Outbound

Campaign call is assigned to agent. Button to dial the number is available


iPECS CCS IVR

› Intelligent IVR and business work flow design – Offer your customers automated services without operator involvement– Taking care of transactions and services without personal interaction.– Customer DB or CRM integration, SQL Database architecture

› iPECS CCS IVR with iPECS CCS Q – CCS Q and CCS IVR can seamlessly blend together– HMP ports can be shared between CCS Q and CCS IVR– Send a call from CCS IVR to CCS Q

› Customer identification› Account verification

– Send a call from CCS Q to CCS IVR › Payment › Customer survey


iPECS CCS IVR› CCS IVR Script Designer

– Scenario using scripts based IVR– Drag & Drop supported– Easy to understand with ICON– Say, Ask number, Record, Make / Hang up call, DB integration, Email, Timer

control, Integrated with CCS Q, control payment and ETC. – Prompt with TTS (English only) and recorded sound file.

Say

Record

Ask Number

IF expression

Assign Variable

Email

Jump Script

Timer Stops

Timer Starts

Transfer to CCS Q

Make New Call

Database Result

With Row

Multi Step Launcher

Make Call

<Script Designer Icons Sample>


iPECS CCS Records

› iPECS CCS voice recording module

– MP3 or Wav format– Business Rules Processing & File Naming– BRI, PRI and SIP Trunk Recording– Record all or Record on Demand– Playback via CCS Report– Encrypted recording (3DES)– Export to WMA format– Virtual Server is not supported

CCS Q Server

iPECS LIK/CM

IP phone

- Trunk Recording- BRI / PRI

SIP Trunk

CCS Record Server

USB 2.0

CCS Desk

CCS Agent

CCS ReportServer

One Server

PSTN

IPswitch switch

Ethernet switch with mirroring

NIC


VOIP Call RECORDING(CONFIGURATION 1)

PBX

NIC2

NIC1

NICx

PortMirroring

RecordingConnection

LANConnection

Server Network AdapterRouter

Ethernet Switch with Mirroring

IP Phones


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

VOIP Call RECORDING(CONFIGURATION 2)


CCS DESK CLIEN UI

Incoming callHanding options:

Call Drop

Hold

Transfer

Held call


CCS DESK CLIEN UI

Outgoing call

Transfering call

with Drag&Drop

Handing options:

Complete Transfer

Conference


CCS DESK CLIEN UI

. Pop Contact : Open CRM contact

. Notify Call : Sends additional information

to the XML Gateway

Recent Call Log


On conversationOn Idle

CCS DESK CLIEN UI


Display Queue status on CCS Desk client

Conference Room

Recording Log

CCS DESK CLIEN UI


CCS DESK MANAGEMENT UI


CCS DESK MANAGEMENT UI

Agent Status


CCS report UI

1. Select Report Type

2. Filtering

3. Report (downloading /

printing / e-mailing)


CCS report UI


Ccs dashboard ui

Create statistic items

to be used for Dashboard


CCS DASHBORD UI

Dashboard

Configuration & Layout


CCS DASHBORD UI

Documents

Ipecs ccs intro 20121218