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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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 3
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 5
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 6
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 7
Icc scenario - ivr
Sales Support Administration
Inbound Call Database
IVR Pin Code Enquiry for Smart Routing and retrieval of customer details from a
database
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 8
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 9
Icc scenario - multimedia
CCS Q handles multi-media and social networking
communication mediums and distributes by skill to agents
CallFaxFaceboo
k
Web Call-back
WebChat
Sales Service Social Media
Tele-MarketingCampaign
Sales callback in queue
Service callback in queue
Sales & Service queue overflows
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 10
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 11
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 12
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 13
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 14
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 15
OPTIONAL MODULES
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 16
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 17
Available Inbound Agents
CLID 0410697942Wait Time 120s
CLID 0286920531Wait Time 84s
CLID 0411283201Wait Time 65s
CLID 0269919100Wait Time 29s
CLID 0398980000Wait Time 20s
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 18
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 19
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 20
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
* Supported inbound Email Server protocols:
. IMAP
. MS Exchange (2007/2010/Online Web Services)
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 21
› 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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 22
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 23
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 24
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 25
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 26
CCS web chat
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 27
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 28
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 29
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 30
iPECS CCS call
› iPECS CCS Call: Preview & Progressive Modes
CRM or Customer
Database
Disposition Code entered
Call isCompleted
Outbound call is made
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 31
iPECS CCS call
› iPECS CCS Call: Pre-emptive Modes
CRM or Customer Database
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 32
iPECS CCS call
› iPECS CCS Call: OutCall Modes
CRM or Customer Database
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 33
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 34
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 35
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
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 Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 36
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
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 37
VOIP Call RECORDING(CONFIGURATION 1)
PBX
NIC2
NIC1
NICx
PortMirroring
RecordingConnection
LANConnection
Server Network AdapterRouter
Ethernet Switch with Mirroring
IP Phones
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 38
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)
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 39
CCS DESK CLIEN UI
Incoming callHanding options:
Call Drop
Hold
Transfer
Held call
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 40
CCS DESK CLIEN UI
Outgoing call
Transfering call
with Drag&Drop
Handing options:
Complete Transfer
Conference
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 41
CCS DESK CLIEN UI
. Pop Contact : Open CRM contact
. Notify Call : Sends additional information
to the XML Gateway
Recent Call Log
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 42
On conversationOn Idle
CCS DESK CLIEN UI
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 43
Display Queue status on CCS Desk client
Conference Room
Recording Log
CCS DESK CLIEN UI
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 44
CCS DESK MANAGEMENT UI
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 45
CCS DESK MANAGEMENT UI
Agent Status
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 46
CCS report UI
1. Select Report Type
2. Filtering
3. Report (downloading /
printing / e-mailing)
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 47
CCS report UI
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 48
Ccs dashboard ui
Create statistic items
to be used for Dashboard
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 49
CCS DASHBORD UI
Dashboard
Configuration & Layout
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 50
CCS DASHBORD UI