IPECS Contact Center Suite Product Introduction ES) Product Planning June, 2012

iPECS Contact Center SuiteProduct Introduction

ES) Product Planning

June, 2012

iPECS CCS Product Introduction | LG-Ericsson Credential | 20120608

Market Trend

350,278

2,297,206

IP Agent shipment

End User Price

CAGR

CAGR

551,631

1,670,560

= Avaya + ALU + Cisco

= Asia/Pacific + W/E + N/A

Market Share

Market Share


• Customers will increasingly use mobile channels to obtain support mobile availability speeds up the entire process and lends an atmosphere of urgency to an

interaction. Mobile apps should be built in the context of the existing service infrastructure

Key Trends of CC in 2012

* OVUM / 2012 Trends to Watch: Contact Centers / 2011.12

• Options for customer interaction channels will expand

• track the pathway of customers as they cross from one channel to another

• Companies are moving high-value applications into the cloud

• Enterprises will ramp up their use of contact center analytics

• Outbound customer contact is resurgent• Contact centers will automate the recruitment and

onboarding processCustomer preferences in CC*

• vendor consolidation in some sectors of the contact center technology marketplace.

• Alcatel-Lucent(Genesys), Avaya(Nortel)• Nice(Fizzback, Eglue, Merced), Verint(Lontas, Vovici)


Lineup of competitors

Avaya

Avaya Aura® Contact Center 6.2: Complete

# of Agents300 4000

Avaya Aura® Contact Center 6.2 : Complement / Standalone

3000

ALU

Genesys Compact Edition

150

OmniTouch Call Center - Office Edition (All in One)

OmniTouch Contact Center - Standard Edition

Cisco

Cisco Unified Contact Center Enterprise 8.5 (Box)

400

Cisco Unified Contact Center Express 8.5

MyCalls: Basic / Call manager / Call Center / Enterprise

NECInUCB (Box) / UCB CC

UCE CCDesign

Mitel

Mitel Contact Center Business Edition (All in One)

25

Mitel Contact Center Enterprise Edition

ShoreTel

2000

ShoreTel Enterprise Contact Center

SamsungSCxpress™

100

SCplus™ v8.0

11 CC for SMB under 150 agents 22 CC for Enterprise

33 Integration with UC: Aspect

44 All in one / one server, one application, one admin: Zeacom


Why iPECS CCS?

• Full IP Contact Center Suite dedicated to iPECS system

Tight integration with LG-Ericsson’s iPECS systems Announcement using HMP IP based recording

• Multi-Channel Contact Center Email, Voice Mail, Fax, Web chat Social interface – Twitter, Facebook

• Entry level Contact Center Skill based routing Multi-Media & Social networking Real time configurable Dashboard Click to Dial, CRM integration, Drag and Drop call control

with ACD & CTI

• Multi-Media Outbound Tele-Marketing Contact Center Preview / Progressive / Pre-emptive Dialing Unlimited Campaign Built-in CRM integration


iPECS CCS Overview

Basic Package• CCS Q : Basic ACD & CTI• CCS Desk : agent’s Client Software• CCS Report : reporting & billing software and Dashboard• TAPI, HMP, SIP extension included

Options • Additional multi-media callback in CCS Q• Callback in queue, web callback, Email, VM, Fax queuing

CCS Q

CCS Record

CCS Call

CCS Chat

CCS SMS

CCS Social

CCS IVR

• BRI/PRI/Analog/VoIP Trunk record• Analog Extension Recording

• Outbound Tele-Marketing Contact Center• Preview/Progressive/Preemptive Dialing

• Web chat and Instant messaging

• SMS with software gateway

• Social networking with Twitter and Facebook

• Interactive Voice Response

CCS QCCS Desk CCS Report

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

CCS Report • Telephone Reporting, Billing, Budgeting software

√

√

standalone


CCS Server

CCS Desk

iPECS LIK/CM

Network

TAPI

HMP/SIP

- CCS Q- CCS Report

CCS administrator

- SLT- IP phone

• Basic Package PBX integration through TAPI SIP based HMP instead of Dialogic board Automatic Call Distribution by CCS Q Web based CCS Report and 2xDashboard CCS Agent

Basic Configuration


iPECS CCS Q

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


iPECS CCS Desk

Included CRM integrations out of the box. CCS Desk also provides a free of charge API for any third party database/CRM application to be able to integrate to CCS Desk

Basic Features• TAPI based CTI contact centre agent.• Dial from out or anywhere in windows• Basic call operations are supported• Various types of call can be displayed.(Incoming, outgoing, Recording..)• Display the state of agent• Integrated with CRMs• Can be integrated with other CCS module (IVR, Recording, Report…)• Can use the speed dial• Search the user in DB


iPECS CCS Report & Dashboard

• Web Based user interface• Email of Reports • Scheduling• Integration with Voice Recording• Integration with CRM/Databases• Budgeting & Cost Control

Management• Business Intelligence Dashboard

TAPI

PBX CCS Q CCS Report Server

AgentQCampaign

CCS Report Web

SQLServer

ODBCExport to PDF document

One Server


Options - Callback in CCS QWhen to offer Callback ? High abandoned rate due to long wait time or not enough agents Agents lack discipline to follow up messages

Features Maintain the position in queue. Leave the call back information : return number, voice mail , CLID(Default). Automatic generation for caller abandoned the call Advanced features needs CLID indication, Speech recognition, CCS IVR


Options – Email/Fax/VM Callback in Queue 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.

Mail Server

Fax Server

VM Server

Incoming Mail Server

Email

Email

Email

CCS Server

OutgoingMail Server

One Server

CCS Agent

1 2

3

4

Example : Email


CCS QCCSWeb

Gateway

Options – Web Callback in Queue

Web Call-Back- Leave the customer information via website.- Left information is saved in Database server(SQL DB).- 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

WWW

Web Server CCS Server

DatabaseServer

CCS Agent

1 2 3

4

5

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


Supporting CHAT with customer Needed IIS(Internet Information Service) Similar lookup with messenger Greeting message limit : Max 100 characters User control by CHAT server(If agents is not

added in CHAT server, the agents cannot use this feature.)

Can be integrated with Microsoft OCS.

CCS Q

WWW

Web Server(MS IIS Server)

CCS Web ChatServer

CCS Server

CCS Agent

1 2 3

45

6

Web chat session establish

Notify

Options – CCS Chat


Options - CCS Social

Supporting SNS Service Need valid Facebook and Twitter accounts Similar lookup with messenger Mail Server : IMAP(In)/SMTP(Out) Agent should have its email address and it should be configured in CCS DESK

administration. This is also related with CCS Q and it is a part of CCS Q. Separated window service is operated to support Twitter.


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Options – CCS Social (Twitter)

CCS Q

AVAILABLE AGENTS

TWITTER

WWW

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

2. The Twitter callback service pulls the tweet and creates a callback request for CCSC Q as

per Web Call-back

Database Server

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

CCS Server

Twitter Callback Service


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Options – CCS Social (Facebook)

Mail Server

CCS Q

AVAILABLE AGENTS

WWW

FACEBOOK

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 email

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

4. The next available agent receives the Facebook notification email and is able to reply to that message to post a reply to the initial Post / Comment /

etc.


iPECS CCS Record

CCS ServeriPECS LIK/CM

PSTN

IP

- SLT- IP phone

- Trunk Recording- BRI/PRI/Analog

SIP Trunk

-Extension Recording -SLT Extension

CCS Record Server

USB

CCS Desk

CCS Agent

USB

• Voice Recording Solution

• MP3 or Wav format

• CRM integration

• Business Rules Processing & File Naming

• BRI, PRI, Analogue and SIP Trunk Recording

• Analogue Extension Connection

• Playback through CCS Report

* It cannot be played CCS Desk with current version.

CCS ReportServer

One Server


iPECS CCS Call – Outbound Call Features

Modular Dialing Features

CCS Call Premier:Preview DialingProgressive DialingCallback

Additional features with CCS Call Ultimate:Pre-emptive Dialing Adaptive & Fixed Anticipation ThresholdsOutgoing CallSMS telemarketing

Management Queue by agent or groups Skills based routing Unlimited campaigns Unlimited completion codes Unlimited number of agents per

campaign Automatic Completions and Retries Campaign Expiry Date and Scheduling Built-in CRM integration for list retrieval

Agent interface CRM Integration – screen pop, click-

to-dial, auto-log PC Telephony Control

Reporting 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


20

CRM or Customer Database

Disposition Code entered

Call is

Completed

Outbound call

is made

CCS Call – Preview & Progressive


21

CRM or Customer Database

CCS Call – Pre-emptive


iPECS CCS IVR

CCS IVR Script DesignerScenario using scripts based IVRDrag & Drop supportedEasy to understand with ICONSay, Ask number, Record, Make / Hang up call, DB integration, Email, Timer control, Integrated with CCS Q, control payment and ETC.

Offer your customers automated services on-line via telephone 24 hours a day, without operator involvement taking care of transactions and services that do not require personal interaction.

CCS Q + CCS IVRCCS 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. Example use case:

• Customer Identification• Account Verification

Send a call from CCS Q to CCS IVR. Example use case:• Payment• Customer Survey


CCS

Call Flow Designer

Call Flow Designer

- Designer- Templates* Covers CCS features partially

CCS Desk Gateway

ExcelDocument

MasterWorkbook

BestPractice 1

BestPractice 2

BestPractice 3

Customer’sConfiguration

-Windows 7 based.-Supporting Version: 2007/2010

3 state1.Not connected to server - Locked2.Connected – Locked (dirty bit)3.Connected - Unlocked

Locked : to protect overwriting

dirty


General deployment process

1. Create call-flow in CFD (or load pre-

created ones)1. Create call-flow in CFD (or load pre-

created ones)

2. Generate spreadsheets with auto

entered settings to facilitate project

meeting with customer2. Generate spreadsheets with auto

entered settings to facilitate project

meeting with customer

3. Customer provides desired queue and

agents names and any other specific

information such as overflow times etc.3. Customer provides desired queue and

agents names and any other specific

information such as overflow times etc.

4. Re-import back into

Designer tool4. Re-import back into

Designer tool


Deployment process with template

Enter Call-Flow Designer and load pre-set templateEnter Call-Flow Designer and load pre-set template

Call-Flow Designer outputs spreadsheets containing all default settings

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

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

Customer to create audio files for Announcements for Queues and Auto

Attendants in defined format



Re-Import the completed Spreadsheets to the Call-Flow DesignerRe-Import the completed Spreadsheets to the Call-Flow Designer

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

TestTest

STARTSTART

CompleteComplete


Deployment process with new CC plan

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

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 settingsCall-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 requiredd)Review and add any additional Reports

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 requiredd)Review and add any additional Reports





Re-Import the completed Spreadsheets to the Call-Flow DesignerRe-Import the completed Spreadsheets to the Call-Flow Designer

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

a) Refine any additional Report requirementsb) Customise Dashboards to Requirementsc) Test

a) Refine any additional Report requirementsb) Customise Dashboards to Requirementsc) Test

STARTSTART

CompleteComplete

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

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


CCS Quote

• Pricing Tool• Provides recommendations on hardware,

telephony, and other requirements.


Internationalisation – Web based translation portal• Facilitates multiple translators• Alerts approved translators when new phrases are added• Shows screenshot• Suggests translations for repeat phrases• Creates language DLL• iPECS CCS sets language based on Windows settings


29

Example Architecture – Single Site, Single Server

CCS Email Server

CCS IVR Server

CCS Record Server

CCS HMP Gateway + Service

CCS Web Gateway

CCS Lookup Server

IIS + CCS Report Web

CCS Desk PBX Server

CCS Twitter Gateway

CCS Desk Server

CCS Report Server

Microsoft SQL Server

CRM Server

Web Server

CCS Chat Server

CCS DashboardGateway

CCS Desk Gateway

Email Server

PBX

Agent Dashboard Supervisor


30

Example Architecture – Single Site, Single Server

Minimum Hardware RequirementsDedicated SQL Server Required YesVirtual Server Possible NoOperating System Windows Server 2008 R2

Minimum CPU I3 2120 3.3GHzRAM Requirement 12 GBHard Drive Space Required 500 GBUSB Ports Needed Depends on CCS Record


31

Example Architecture – Single Site, Multiple Servers

CCS Record Server

CCS HMP Gateway + Service

Microsoft SQL Server

CRM Server

Web Server

Email Server

PBX

Agent Dashboard

CCS Lookup Server

CCS Web Gateway

CCS Email Server

CCS Twitter Gateway

CCS Report WebCCS Report

ServerCCS Dashboard

Gateway

CCS Desk PBX Server

CCS Chat Server

CCS IVR Server

CCS Desk Server

CCS Desk Gateway

Supervisor


32

CCS Architecture – Single Site, Multi Server

Minimum Hardware Requirements (Desk)Virtual Server Possible YesOperating System Windows Server 2008 R2

Minimum CPU I3 2120 3.3GHzRAM Requirement 8 GBHard Drive Space Required 200 GB

Minimum Hardware Requirements (Report)Virtual Server Possible YesOperating System Windows Server 2008 R2

Minimum CPU I3 2120 3.3GHzRAM Requirement 8 GBHard Drive Space Required 200 GB

Dedicated SQL Server Required Yes


33

CCS Architecture – Single Site, Multi Server

Minimum Hardware Requirements (IVR)Virtual Server Possible YesOperating System Windows 7 Professional or

Windows Server 2008 R2Minimum CPU I3 2120 3.3GHzRAM Requirement 4 GBHard Drive Space Required 40 GB

Minimum Hardware Requirements (Record)Virtual Server Possible NoOperating System Windows 7 Professional or

Windows Server 2008 R2Minimum CPU I3 2120 3.3GHzRAM Requirement 8 GBHard Drive Space Required 500 GBUSB Ports Required Depends on trunk configuration


34

CCS Architecture – Multi Site


License download process

•System S/W S/N•TAPI & SIPE

Lockkey downloadWeb page

Distributor / Dealer

LG-Ericsson

LG-EricssonAccount Manager

LicenseCheckServer

1-1. Send PO info In Email

PO data

5. Request license

2. Download lockkey

3. Install CCS lockkey

4. Install CCS with package code

6. licensing

• Distributors have to do 2 steps to get the CCS License.1. Get CCS Registration Code by sending PO data from CCS Quote2. Get CCS license from license download system in LG-Ericsson’s web portal

1-2. Send Package code


Supporting Strategy

Reporting User error

Administrator error Capacity

Installer errorOther applications Cabling

Under or wrongly sold

Software Issue

Server Performance

PABX Configuration

Database management

Anti-Virus software

Environment issues

TSP/TAPI

Hardware failure

Critical

Not critical

Easy to solve Difficult to solve

Covered by distributor

Covered by LG-Ericsson


Technical Support

• Configuration Wizard- Easy installation and configuration

• Training- Basic technical training before launching- 1 regular technical training after launching

- Product information - Use case- Training Video Clip

• Documents- Product introduction- Manuals- Data sheets

IR

• Technical support through IR- Register in the LG-Ericsson’s IR system- High priority to be processed - 2 dedicated technician

Support

• Tier 1, 2 technical service - 1st tier : local emergency consulting and quick

treatment- 2nd tier : site visit and admin support


Technical Training

Basic Advanced

> CCS Report> CCS Desk

> CCS Record > CCS Q > Advanced configuration of CCS Report & CCS Q> CCS Call

Entry Level 1 Entry Level 2 Standard CC Level Advanced CC Level

1 day 2 day 3 day 4 day 5 day

› Every course includes deployment, training & troubleshooting.

› Standard CC level provides competency via standard installation wizard only

› Advance CC level provides advanced configuration and customization

› Dealer trained by Distributor, not by LG-Ericsson or CyTrack

› Training with Video clip


Distributor

① IR Registration(via IR Web System)

LG-Ericsson TSC IR Handler(P/L) UC&App / 3rd party

② E-mail Notification(Receipt new IR)

③ Verification an IR and assign IR handler

Solved or Not

④ E-mail Notification(Receipt new IR)

IR Response Writing/Registration ⑥ E-mail Notification to Distributor & LG-Ericsson TSC

⑦ Receipt LG-Ericsson response Update response to detailed IR management items

IR Close

E-mail Notification to LG-Ericsson TSC & IR Handler & UC&App / 3rd party

Close Confirmation : E-mail Notification to LG-Ericsson TSC & IR Handler & UC&App / 3rd Party

System or Application

application

system

IR Response

Not solved

Solved

IR Process

Higher priority