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Vision 80/20 Contact Center Efficient and professional telephony with CC-Bridge

Visionutveckling. Vision 80/20 Contact Center Efficient and professional telephony with CC-Bridge. Agenda. Demo Over view functionality in Vision 80/20 Contact Center (CC Bridge) Live demo Vision 80/20 Contact Center CC-Bridge Web- based Administration Web- based Agent interface

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Vision 80/20 Contact Center Efficient and professional telephony with CC-Bridge

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  1. Visionutveckling Vision 80/20 Contact Center Efficient and professional telephony with CC-Bridge

  2. Agenda • Demo • Over view functionality in Vision 80/20 Contact Center (CC Bridge) • Live demo Vision 80/20 Contact Center CC-Bridge • Web-based Administration • Web-based Agent interface Markus Persson Markus.persson@visionutveckling.se +46 303-38 90 59

  3. Vision 80/20 Contact Center • This is why Vision 80/20 CC is the best choice • Easy to use • Easy to administrate • Rich functionality • Statistics • Cost efficient • Proven high stability • Independent of PBX brand • Futureprof

  4. Vision 80/20 Contact Center CC-Bridge • 3 x Independent • PBX independent CC-solution • Phone independent (IP,SIP,Digital,Analog,Dect or Mobile) • Geographically independent – Agents locally or globally located Call distribution Queue 1 1 Queue 2 2 Queue 3 3 • More than 270 customers are using CC-Bridge! • Largest CPE installation on single server is 170 agents • Largest SP – Solution is morethan 500 agents The complete solution for organizations requiring an all-in-one contact center solution

  5. Vision 80/20 Contact Center Agents Example of queue flow Mobile Priority 1 1 1 2 3 4 speech Call Handling IVR (1,2,3 etc) Media-Queue Call Back Schedules Openinghours Statistics PBX 1 2 3 Telecom/ Internet Network e-mail & Chat *SMS Home Incoming Call *FAX Office CRM Database Management Distans

  6. Vision 80/20 Contact Center The system offers the most necessary functionality to give a professional way of handle large volumes of incoming calls. Inringande person • Functionality • Agents (Phone Agent or Web-based Agent Interface) • Web based Admininistation • Advanced IVR (press 1, 2 or wait….) • A-number control/routing • Skilled based routing - the distribution of calls based on function or competence • Queue Management for voice is inluded • Repeated queue-notifications (place and queue-time) • Real-time Statistics • Wallboard • Historical information from incoming number • Personal Queue • Full call handling • Place calls • Pick up call in queue • Join calls, put on hold and transport • Phonebooks • Different Languages • Options • Callback • Scheduled Callback • Whisper (preannounced message from agent) • Recording • Media queuing: Email, SMS, Chat • API for CRM/CMS Integration

  7. Vision 80/20 Contact Center • The Agent • Phone Agent • Manuel log in and out through any phone • Automatic log in and out through time schedule • Transfer calls • Can belong to one or more agent groups • Desktop Agent • Full call handling through web based UI • Call history on incoming calls • Phonebooks: Common, one per queue and agent • Real time information over the queue situation , agents etc • Detailed statistics - agents, average queuing time and call duration etc. • Several languages: English, Swedish, Norwegian and Danish • Integration to other databases

  8. Vision 80/20 Contact Center Web based Agent interface

  9. Vision 80/20 Contact Center • Mini panel for the Agent • The mini panel is an alternative user interface to the main program • Pop Up • Displays the total number of agents, available agents, number of calls in queue and longest queuing time • Showing A-number and what queue the call came in to • The agent can work in other systems simultaneously. • Calls can be transferred, the agent can put him self in pause or wrap up and record calls Call duration T= Transport P= Paus H= Finish wrap up R= Record calls The queue you answered A-number

  10. Statistics • Statistics included in CC-Bridge are web based and shows information about the queues and agents on hourly, daily, weekly or on monthly basis. The following statistics are shown: • The number of incoming calls in different queue time intervals • The level of service • The maximum queuing length • The average queuing time • The maximum queuing time • Data regarding lost calls • All the agents that are logged in • The time every agent spends in different modes • (logged in, free, paused, wrap uptime etc) • The number of calls per agents • The average/maximum call time per agent • Transferred calls • The number of transported calls • Outgoing calls • The statistics are updated once daily. It is also possible to view • the queue statistics in real time via a data monitor in the agent application.

  11. Optional Advanced Statistics module- Contact Center

  12. Traffic Measurement- Easy to use

  13. Interactive Graphs- Click and zoom Mouse-over to see data details Click to zoom in

  14. CallDetails - Export data in various formats

  15. Scheduled report generation- ..sent as email

  16. DEMO Agent Adminweb

  17. Vision 80/20 Contact Center Agent application • Login – Agent • Indicate wich phone • Choice of queue

  18. Vision 80/20 Contact Center • Incoming calls to queues.

  19. Vision 80/20 Contact Center • ”Calls and /or e-mails in queu”. For the agent to seehowmanycalls or e-mailthere are in queu. • ”History” aboutreceivedand and outgoingcalls • ”Search” in all telephonebooks(the companys, your personal etc) and in all fields • Information and history about the current Logged in agents and their status • Information about the current call: • A-number • Name • History about the current call. Who did the customer talk to before and in wich queue Status in each queue: how many are in queue and time in queue Callhandeling. Connect, transportate and commute calls

  20. Key board

  21. Vision 80/20 Contact Center • Monitors • There are several different monitors that an agent or a teamleader can use in order to access information live. • Queue monitor • Agent monitor • Data monitor • Time monitor In CC-Bridge you cancombinethose monitors in different ways or use the one you prefer. The monitors are availble for the agent in the agent client and can as well be used as a tool for teamleaders that can display the monitors on a big screen to be on top of the current situation, to be able to takecorrect action.

  22. Vision 80/20 Contact Center – Incoming e-mail

  23. Vision 80/20 Contact Center – Incoming e-mail

  24. Vision 80/20 Contact Center – Incoming chat cc Bridge

  25. Vision 80/20 Contact Center – Incoming chat

  26. Vision 80/20 Contact Center • Soon! • Agent and Attendant combined in the same interface! • location independent • More efficient • Easier to use • Enhanced service. Attendant client CC-Bridge Agent

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