Call-Center
All call center managers eventually realize a universal fact: “If you can’t monitor it, you can’t manage it.” That’s where Avaya’s powerful call center management applications come in. Whether you are in charge of a 5-agent call center, or a 75-agent call center, Avaya’s IP Office-based call center tools provide you the window into your call center that you need in order to monitor agent performance, diagnose inefficiencies, and ultimately get more results. There are 2 powerful call center management tools available for the IP Office:
A v a y a I P O f f i c e P r o v i d e s T w o G r e a t O p t i o n s
Compact Business Center (CBC)—an entry-level
contact center capabilities tool for small customer facing departments, for up to three departments/
hunt groups. With a range of real-time and historical analysis, managers can quickly ascertain what
improvements might be made to boost customer service.
For basic, system-wide, cost-effective call center monitoring and reporting, look no further than Avaya’s Compact Business Center. Built-in reports let you quickly and easily see key aspects of your call center activity such as number of phone lines in use, number of calls in queue, average caller time in queue, percentage of lost calls, and more. Reports can be monitored real-time and can be exported to excel or HTML for easy archive capability.
When you need Fortune 500-sized call center features, without the Fortune 500 price tag, Avaya’s Compact Contact Center for IP Office is your solution. CCC provides a rich set of tools to enable the most detailed, cost effective management of call centers from 5 to 75 agents. See real-time and historical reports on everything from system-wide performance statistics, to reports on the activities of individual call center agents. Design your own reports, to see exactly the information you want, exactly the way you want it. Control wall board devices, and even keep your agents up to date with the latest information with software wallboards. Alarm-based reporting allows your supervisors to be immediately notified when calls have been in queue too long, too many calls have been lost, and much more.
.IP Office Compact Contact Center is a highly modular contact center solution catering for all contact center sizes from 2 to 75 agents. The following modules are available as part of the CCC software application:
1.Compact Call Center (CCC) Server – Base System
Provides one supervisor position, with real-time information view, management by exception, plus historical reports for any aspect of the contact center. Up to 73 standard reports can viewed or printed. Also included are reporting capabilities for 5 agents and one license for a PC Wallboard (PCWB) application.
2.Agent & Site Management (Real Time)
Real Time Supervisor Monitoring (Call Center View – CCV)
As many as 21 supervisor positions (CCV) can be purchased in total for CCC (please note: MSDE installations can only be supported up to 5 supervisor positions). This provides a supervisor with the ability to monitor in real time the service being provided to callers. There are up to 12 separate real-time graphs that can be viewed by the supervisor. Alarms also appear in real time forcing the supervisor to acknowledge them as they occur.
Phone Manger Pro: Agent Enabled
Provides agents with a PC CTI application where they can log in, join groups, and go into busy status when they are away from their desks for short periods. Provides a lower cost of ownership as proprietary handsets are not required. For IP users, Phone Manager PC Softphone can be used in agent mode as well, without the use of a handset. Please refer to the applications section for more information on Phone Manager Pro.
3.Alarm Reporter
Alarm Reporter has been designed to enhance the exception management used by Call Center View (CCV). The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor.
4.Historical Reporting
The Compact Contact Center archives all call center interactions (telephony or multimedia) to a central database (MSDE or SQL). This provides a rich set of standard reports to the business, and the capability to create custom reports.
5.CCC Reporter
The system can allow up to 20 separate Report Viewers within the contact center (for MSDE installations, up to 5 viewers are supported). Access to the standard reports is a thin client (new for version 5) application based on Crystal Reports. Up to 73 standard reports are available, with the ability to create up to 3 custom reports out of the box! (Requires additional software, see Custom reports below). Reports can also be exported to a variety of formats, including Excel, CSV, HTML, and PDF.
6.Report Scheduler
All historical reports created within CCC can be scheduled for individual delivery to anyone via email. Reports can also be scheduled to multiple network printers.
Custom Reports (new for CCC V5)
Starting with Compact Contact Center version 5, all reports are Crystal Reports™ based. This provides a much richer experience for the small to mid-market customer, and creates an environment where custom reporting is made more accessible. To create more than 3 custom reports requires the designer license (IPO CCC DESIGNER RFA) AND a compatible version of Crystal Reporting software (Crystal version 9).
7.Microsoft CRM Integrated Reporting
As part of Avaya’s continuing relationship with Microsoft Business Solutions with the creation of the IP Office Customer Management solution, Compact Contact Center version 5 will provide a selection of reports that integrate the information between the two systems. IP Office Customer Management is the combination of Avaya IP Office CCC and Microsoft CRM to integrate all contact points within a business in such a way that will transform it.
8.MultiMedia Module (MMM)
The MultiMedia Module (MMM) provides CCC with new routing schemes. It will also provide combined reporting for all interactions within the contact center. IP Office ensures that an organization can implement and measure a service level agreement against all aspects of the customer contact process – for example ensuring that all emails receive a reply within half an hour of them being sent.
There are several queue types supported in the MMM:
Email Queues A multimedia agent would receive emails from the queue and reply via MS-Outlook™ client interface. Emails queuing can be supported on POP3 or MS-Exchange™ servers.
Chat Queues Utilizes the Microsoft Chat™ interface to route requests for real-time chat between a customer and agent, providing that much needed response, in real time, for your online customers.
Web Callback For those online customers wanting a real person to speak to instead of a chat session, web callback enables them to leave their callback number, once that is sent to an agent, the system can automatically call back the customer, providing a savings in time and better customer satisfaction, with increased efficiency.
9. Proactive List Dialing (Preview Dialing)
Import your direct marketing lists to Excel based datasheets and the Proactive List will create an outbound campaign for your agents. Agents can accept particular contacts (if desired) or have automatic acceptance. Result codes can determine if the call was successful or if it needs to be placed back in the queue for rescheduling.
10. Wallboards
Fixed Wallboards Fixed scrolling wallboards enable key statistics and messages to be displayed for everyone in the call center to see. Supervisors can send ad-hoc messages to wallboards to broadcast important information, or to make announcements.
PC Wallboards PC-based wallboards allow individual agents to see their own individual statistics, those for their group, or for the whole contact center. Agents can customize their view so that information is presented in the way most useful to them. In additional, supervisors can set particular messages to appear on PC Wallboards, as a motivational or informational tool. Please refer to the CCC System Administration manual for a complete list of variables available.
11. 3rd Party Integration
Workforce Management Interface Compact Contact Center works with a number of workforce rostering packages, including Blue Pumpkin and Qmax. This module enables the interoperability of these packages with CCC.
12. Microsoft TAPI Integration
By utilizing either the 1st party or 3rd party TAPI support on IP Office, you are enabling your business to speak to a wide range of supported software packages (e.g. ACT! Goldmine) that increase the productivity of your agents and the profitability of your contact center.
ompact Contact Center (CCC)—the next-generation multimedia contact center solution. Scaling
from 5 to 75 agents, Avaya IP Office CCC lets contact
centers and customer-facing departments benefit
from the advantages of sophisticated call routing,
real-time performance monitoring and historical
reports across all media types—voice, e-mail, Web
chat and Web callback.
The Nortel BCM Intelligent Contact Center
To remain competitive, you need to offer the ultimate in customer service, before, during and after every sale.
The Nortel BCM Intelligent Contact Center applications distribute incoming calls among a pool of agents or designated employees. You can easily create an order desk, reservations department, customer service group or technical support center through the easy to use configuration manager.
With skills-based routing, callers can get routed to the right queue quickly and easily, where agents are empowered to give the best possible service.
Real-time and historical reports, including wallboard displays, help you optimise contact center resources and service quality.
Intelligent Contact Center replaces Basic and Professional Call Center by enabling a small number of agents (less than 10) with greater than two separate skill sets. This base contact center package provides core functionality including skills based routing, recorded announcements, intelligent overflow, expected wait announcements, supervisor and agent features.
Reporting for Contact CenterReporting for Contact Center is an option that can be added to Nortel BCM Intelligent Contact Center. Skill set-based reports enable call center managers to track call volumes, patterns, peak times etc, allowing them to monitor efficiency and make decisions on staffing and skills deployment. Managers are provided with the flexibility to export and modify reports with Crystal Reports if they choose.
The Nortel Reporting for Contact Center can generate two types of reports:
Real time statistics that provide minute by minute ‘on screen analysis’ of what is happening within the Call Centre environment. These reports can be used by managers and supervisors as a tactical tool in order to manage situations as and when they occur.
Historical statistics are provided to enable managers to adequately plan how they wish to use their Call Centre resources in order to most effectively match the requirements of their business.
Multimedia Contact CenterThe Nortel BCM Multimedia Contact Center enriches customer-care transactions with capabilities such as intelligent routing of electronic interactions, merging of voice calls with emails, “pushed” web content, collaborative Web browsing, Web-based self-service and real-time text chat sessions between customers and agents.
Benefits of the Nortel Multimedia Contact Center to the Small Business include:
Callers can contact the service they require directly without attendant intervention and subsequent transfer. This reduces caller frustration.
Callers can connect to the agent most appropriately skilled to deal with their call. Use of the queue and routing features allow for groups of agents with different skills to be set up, with callers routed to the most appropriate skill queue.
Use of Call Centres together with associated telephony services such as Freephone can increase the size of the accessible market, meaning businesses no longer have to sell to a local market.
The amount of time callers spend on ‘hold’ can be greatly reduced by more efficient call answering. Use of the Overflow feature to transfer calls away from busy agents to available agents assists in this objective.
Use of on hold voice and music allows for callers to be played information and advertising information when they are waiting for a free agent.
The introduction of Call Centre Features on the Nortel BCM helps organisations achieve a high return on investment by measurably raising customer service levels and raising revenue while reducing costs.
The BCM provides a contact center strategy designed specifically to meet the needs and dynamic nature of small- to medium-sized businesses. The contact center features on BCM enable businesses to increase customer support and customer satisfaction by enabling their customers to speak to the right person every time.
The Intelligent Contact Center (ICC) has evolved out of what used to be the Professional Call Center and the Basic Call Center offerings.
In previous BCM releases, a significant gap existed between the pricing, capacity, and functionality of Basic and Professional Call Center, especially for those customers who require the functionality that Professional Call Center provides but do not require the number of agents and skillsets that go along with it. The Intelligent Contact Center (ICC) addresses this gap by providing the same functionality as the Professional Call Center, but with a configurable number of agents and skillsets. This flexibility is particularly important for customers who require more skillsets than
agents, since Basic Call Center provided only two skillsets. Within BCM, skillsets are a way of categorizing your call center staff according to their particular capabilities, whether those be language, technical knowledge, or client knowledge. This allows you to route calls according to these skillsets.
The ICC offers the following features:
Up to:
80 active agents on BCM200/400; 30 on BCM50
250 configured agents on BCM200/400; 100 on BCM50
100 assigned lines on BCM200/400; 30 on BCM50
50 skillsets on BCM200/400; 30 on BCM50
150 Built-in user Recorded Announcements
Call Transfer
Overflow
Agent Log In/Log Out
Skillset Mailboxes
Break/Cancel Break (Wrap/Cancel Wrap)
Make Busy/Auto Make Busy
Log Out/Auto Log Out
Primary and Secondary Queue Thresholds
Queue Status
Agent Dynamic Priority (on a skillset level)
Silent monitor of agents with supervisors.
The ipView WallBoard is a compact, high intensity tri-colour (red, green, yellow), network enabled Call Center display device. The ipView WallBoard receives information on the real time and historical activity of a Call Center. Information is received from the Call Center Reporting application via TCP/IP (over the customers LAN or WAN), using a secure proprietary format.The ipView WallBoard is the only wallboard approved by Nortel for use with the Call Centre Reporting application on the Business Communications Manager (BCM) and CallPilot 100/150.
