Introduction to BroadSoft*s Hosted Call Center

Report
Introduction to SimpleSignal’s
Call Center Solution
Introduction
Call Distribution and Queuing is an essential business tool for every
business customer, regardless of their size
Call Centers get significant advantages from a Hosted service, and
Service Providers are uniquely positioned to deliver the service
Using BroadWorks to deliver the ACD service offers tight integration
with other BroadWorks services, and operational simplicity
“The BroadWorks hosted Call Center
application is a add-on service that I can sell to
almost every one of my business customers.”
-- Nordic Service Provider
2
“The BroadWorks hosted Call Center solution
allows us to compete head-to-head with the major
premises ACD platforms from Avaya and Cisco,
but at a much better price point. “
-US Service Provider
Market Challenges and
Value Proposition
Enterprise Customers –
Lower Costs and Improve Productivity
Challenges of Premises ACD Systems
ACD
$
ON-SITE QUEUING
Inefficient trunk
usage
Expensive to
operate/maintain
Inflexible
reporting
Agents Anywhere
Advantages of a Hosted Call Center Solution
Calls are queued
in Data Center, so
trunks/bandwidth
only used when
agent is available
No CapEx.
Monthly service,
bundled with
voice/data
service.
Easy to use,
with on-demand
charts and data
tables on agents
and queues
ACD groups can
span locations;
Support for
home-based
agents
SimpleSignal Call Center
Solution Overview
BroadWorks Call Center Solution
Inbound ACD calls are
queued in the Service
Provider’s data center
• Centralize
management of calls
and services
• Reduce cost of trunks
by queuing calls in
carrier’s network
• ‘Virtual Queues’ can
span multiple sites
Deliver calls to agents
when they are available
• Agents can be located
anywhere
• Agents can control
what device they use
6
Service Provider
Calls
Calls
Reporting
AUTO
ATTENDANT
Messaging
ACD
Large Call Center
Multiple ACD Groups
Branch Office
Home Agent /
Remote Office
Single ACD Group
Hosted Call Center – Supports All Environments
Small Business
Single Users
Mid-Size Business
Small Call Center
 Queue calls for front office
Receptionist(s)
 Integrated with
BroadWorks Receptionist
desktop client
Small Office
 Queue calls for small office
 Phone-based agents
 Basic reporting options
Multi-department
Enterprise
 Queuing and overflow
settings to support
 Phone-based users
Geographically
distributed Enterprise
Mobile Workforce
 Queues can span sites
 Integration with
BroadWorks Anywhere
 Supports remote or homebased users
 Example: Real Estate
Sales, Contractors
Formal Call Centers
Advanced Call Center
feature set
 Front end IVR/AA
 Advanced ACD features
for overflow, alternate
routing, stranded call
routing, bounced calls
 Desktop clients (Agents
and Supervisors) for
efficient call handling
 Advanced historical and
realtime reporting
 Call Recording (via
partners)
Value Proposition
Single platform supports service requirements of every customer environment
7
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
ACD Feature Overview
Call Distribution and Routing Policies
Call Distribution
Policies
ACD Algorithms
Priority Queuing




Ordered Agent Hunt
Most Idle
Simultaneous Ring
Weighted
(Primary/Secondary)
 Directory Number Hunt
Alternate Agent Devices
 Secondary IP Phones
 Mobile Device (BW-A)
 Home Phone (RO)
 Ability to prioritize which
calls are presented to
agents
 Use Longest Waiting,
Highest Priority Queue or
DNIS within a Queue
Bounced Call Routing
 Routing options when a
selected agent doesn’t
answer a call
Overflow Call Routing
Agent Log-In
 ‘Join’ via web portal or
clients
 Set ACD State (Signin/out, Available,
Unavailable, Wrap-Up)
9
Call Routing Policies
 Based on number of calls
in queue or time in queue
Stranded Call Routing
 Options to escape from
queue when no agents are
logged in
Alternate Routing
Policies
Night Service
 Assign time schedule to
Call Center, with automatic
after-hours routing
behavior
 Includes option to
manually enable via web
portal, Supervisor client, or
FAC
Holiday Service
 Assign calendar schedule
to Call Center
Forced Forwarding
 On-demand re-routing of
calls to alternate location,
enabled via web portal,
Supervisor client, or FAC
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
Greetings and Announcement Options
Entrance Greetings
Entrance Message
Music/Video on Hold
 Audio and Video
Comfort Messages
 Customizable
Option – Always play
entrance message
 Message plays even if
agents are available
Option - Play estimated
Queue wait time or
location in queue
Service
Announcements
Comfort Media
 Periodic message
played when in queue
Optional announcement
played to caller based on
call routing triggers
Alternate Comfort
Message
 Triggered when
expected wait time is
short
 Forced Forwarding
 Night Service
 Holiday Service
 Overflow routing
 Stranded call routing
Media Files
• Supports loading both audio and video files for all announcements/greetings
• Up to 4 media files can be chained together to create message/greeting
• Files can be loaded on BroadWorks or pulled from a Server (using URL)
• Hold Media can be streamed from external device
10
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
Agent Productivity and Management
Call Presentation
Present incoming call
information to Agent on
phone or CC client
 Inbound CC or DNIS
name
Call Escalation
 Normal escalation or
Emergency escalation to
Supervisor
 View line state of
Supervisors
 Wait time
Call Transfer and
Conferencing
 Calls still in Queue
 Longest waiting call
 Online directories with
Click-to-dial
Whisper Message
Distinctive Ring for ACD
calls
Held call notification and
management
11
Call Handling
Disposition Codes
 Tag calls to track
campaigns or call results
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
Management
Unavailable Codes
 Custom Unavailable
codes (break, lunch, etc)
to track availability
Silent Monitoring and
Barge-In
 Monitor active call
 Monitor next call to
agent or queue
Call Center Agents and
Supervisors
Call Center Agent Overview
Any Subscriber, Any Device, Any Place
 Leverage the core BroadWorks ability to route calls to a
user, not a device, so the Agent can use multiple devices
and alternate devices/locations
 Reporting and ACD availability remain consistent,
regardless of device
Phone-based Agents
 IP Phones display queue and call information; Soft keys
for common actions (ACD state, Disposition codes); Star
Codes for key features (escalate call to supervisor, etc)
Desktop clients for fast-paced environments
 Web-based client, fully integrated with BroadWorks
 Access on-demand Agent reports
Phone-Based Users or Agents
Shared Workstation
Alert multiple devices

 Desk Phone
 Alternate/Temporary Phone
 Mobile Phone – BroadWorks Anywhere
Auto Answer calls
 Agents with headsets – get whisper message,
distinctive ring, and auto-answer
Log in via softkey* or voice portal
*Reason Codes

Set Unavailable codes from phone

Set Disposition codes from phone
Multiple FACs for agents and supervisors

Silent monitor agent

Silent monitor next call

Night Service activation/deactivation

Forced Forwarding activation/deactivation

Place Outbound CC call
*View incoming call and queue information

Place Outbound personal call
 DNIS name/number, wait time of call, calls
remaining in queue, longest wait

Escalate call to Supervisor

Initiate COT
Manage Availability (ACD State)
 Set ACD state from phone softkeys*
(Polycom)
 Join/Unjoin and set ACD state from Web
Portal
*Device Dependant
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
Call Center Supervisor Overview
Monitor Agents/Queues from Anywhere
 View status of any agent or queue from the Supervisor client
 Monitor any call, regardless of agent location or device
Manage Agents and Queued Calls
 View call activity and queued calls
 Manage/reorder/retrieve queued calls
 Silent monitor/barge in on calls
Real-time and Historical Reporting
 Real-time Dashboard of Agent/Queue activity
 On-demand ‘canned’ reports of key metrics
 Scheduled reports
 Customized reports
Web-based Call Center Supervisor Client
Active Calls
16
‘Break Out’
Directories
On-line
Directories
Agent
Management
Queued Call
Management
SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.
Supervisor Real-time Dashboard
Queue
Statistics
Agent
Statistics

similar documents