Post on 19-Dec-2015
transcript
Product Presentation
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About Voxtron
Voxtron (1994) is an international group specialized in Contact Center software, based on a very strong IVR background. Voxtron is headquartered in Belgium, with offices in Germany, The Netherlands, Turkey, Italy, Hong Kong, India, Indonesia, Thailand, Dubai, …
Voxtron’s goal is to make the communication between companies and their customers both efficient and agreeable. The way incoming calls, faxes and e-mails are handled is crucial in creating a professional company image.
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PBX independent
Integration out of the box with more than 150 different PBXs
Monitor phones (3rd party TAPI), transfer calls, activate message waiting indicator, receive call information (CLIP, DID, redirecting number,…)
Universal ways to connect:– Analogue lines– Digital lines (BRI, PRI): Q.SIG, Euro ISDN…– VoiP (H.323, SIP): RTP, H.450…
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What can agenTel MEAN for you?
Prevent customer contacts from getting lost– Transfer calls, faxes and emails immediately to the right
person (that is available!)
Improve the relationship with your customers– Who is calling? Integrate with your (CRM) software.– Launch outbound campaigns to get feedback of customers
Get new customers– Launch outbound campaigns to potential new customers
Make your life easier– Handle calls automatically with the built-in IVR– Control your telephone with the built-in softphone– Send faxes without leaving your office
Get an insight in your contacts– Know what is going on in realtime– See what your people are doing– Extract statistical reports
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What can agenTel DO for you?Routing & Statistics
AgenTel intelligently routes your incoming– calls– e-mails– faxes
AgenTel includes statistics software that enables you to …– … get reports that…– … give you a clear view…– … of your agents and contacts
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What can agenTel DO for you?Campaigns
AgenTel can import a list of contacts and call them automatically when agents are available to handle the call
Calls, emails, faxes and campaigns happen at the same time: count on agenTel to keep track of them!
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What can agenTel DO for you?Client & Integration
AgenTel includes client software that– Enables you to send faxes right from your
computer– Control your phone from your computer– Displays “pop-up” on your computer of who’s
calling, e-mailing, faxing, …– “See” your colleagues and what they are
doing– “See” the customer contacts that are waiting
AgenTel can be integrated into your infrastructure– use your existing (customer) data– use your existing CRM software
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How does agenTel route contacts?
Skill-based routing– Assign skills to the contact …
• emails: based on the body, subject, from, to…
• Calls: DID, CLIP, IVR asks questions
• Faxes: fax number, sender ID…• Campaign calls: general skills,
contact dependent skills (csv)– … route the contact to the agent
most closely matching the required skills.
Agent-based routing– Longest waiting agent– Agent with smallest load– Agents to which the caller spoke
the last time
Time-based routing– A contact gets more important the
longer it has to wait
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Understanding agenTel
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AgenTel’s IVRWhat does it do?
AgenTel’s IVR is responsible for– Answering the calls
• Assigning skills, priority and data (for integration) • Deciding if the call has to go to an agent • Transferring the call to the most appropriate agent
– Receiving and sending faxes– Making calls for campaigns
• If connected, transfer the campaign call to an agent Based on Voxtron’s Axxium technology also used to
implement e.g. phone banking systems! Extremely powerful, advanced features include
– Speech recognition– Text-to-speech– 3rd party integrations (TCP/IP, XML, HTTP,…)
Includes pre-recorded voice prompts in over 20 languages
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AgenTel’s IVRGUI
A Graphical development tool allows you to create your dialog without any programming.
You design the call flow just by drawing it.
Great flexibility: you can make (small) changes yourself.
Only 12 icons allow you to make any application.
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Play messages, variables, concatenated speechAsk DTMF input, build menus
Record message over the phonePerform different actions on time of day, date, holidays, …
Ask user which language to speak, set call flow languageTransfer callsFax on demandInterface to any ODBC-compliant database (add,update,…)Manage voicemail boxes: record and listen to messagesPerform calculations on variables
Use Axxium Plug-Ins to offer advanced functionalities.End the current call
AgenTel’s IVREasy to use icons
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AgenTel’s IVROptimal use of channels
Faxes, incoming and outgoing calls (campaigns) all use the same telephony connection to the PBX optimal usage of your communication channels
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AgenTel’s E-mail RoutingOverview
Assign skills, priority and data (for integration) to an e-mail message using– E-mail rule wizard, based on subject, to, from…– PERL based scripting (for advanced users)
Discard e-mail messages Forward the e-mail message to the most
appropriate agent Manipulate the e-mail addresses so that the
agent’s personal e-mail address is never visible from the outside
Detect reply of agent and put agent FREE again (after wrap-up)
Agent replies with his/her ‘normal’ e-mail client!
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AgenTel’s E-mail RoutingConfiguration & Rules
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AgenTel’s administrationOverview
Configure:–Users–Skills–Contact codes–Groups–Pause reasons
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AgenTel’s administrationSkills
Unlimited number of skills
Skill importance: the importance of the skill with respect to the other skills.
Mandatory skills– Contact can only go to an
agent having this skill– Mandatoryness can expire
after certain time Examples of skills:
the knowledge of a certain product, language, commercial feeling, etc...
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Each agent has a user name, password, first name…
Assign skills to agent with agent-dependent skill knowledge
Wrap-up time individually configurable per agent (%)
Disable free seating continously monitored agents
Assign agent to group(s) Define which agents the agent sees
in his/her agent monitor Define agent’s interactions.
Is agent allowed to handle incoming calls or emails?– Yes/No– Agent can choose at login
Define agent permissions regarding sensitive info
…
AgenTel’s administrationAgents
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Assign name to group Assign skills to group Assign agents to group Assign skills to agents by
placing them in group(s) Agents inherit skills of
the groups they belong to Keep it simple, no groups
in groups
AgenTel’s administrationGroups
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Yes/no markers useful for statistical purposes
Representation in a “tree”
Mandatory contact codes: possibility to configure that at least one contact code must be assigned by the agent
AgenTel’s administrationContact Codes
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Define up to 10 different pause reasons
Default pause reason : used for “automatic on pause (when agent’s keyboard or mouse not moved for certain period, or when screen saver is launched)
AgenTel’s administrationPause reasons
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AgenTel ClientLogin
Two step login– Step 1 :
• Agent can select language• Agent enters user name and
password– Step 2 :
• Agent selects what contact types to handle (calls, emails, faxes…)
• If free seating is allowed: agent enters extension
• Agent can select initial status PC-less agents are also
supported:– login by team leader– login via the phone (IVR)
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AgenTel ClientMinimal desktop use
Keep your desktop free for your “real work”
Minimize to system tray
System tray popup messages
PIN buttons for WM & AM
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AgenTel ClientF11 quick dial
Automatically dial any phone number out of any application by selecting it and pressing F11
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AgenTel ClientMaximized
Main window
Agent monitor
Waiting monitor
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AgenTel ClientMain window
Fax Center
Campaign Center
Each contact displayed in
tab
Soft phone (active TAPI) : control your
phone via your computer
Contact information
& notes
contact codes
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“See” the other agents and what they are doing PIN the agent monitor to your desktop ≈ busy lamp field The team leader can log off/log on/pause an agent remotely
AgenTel ClientAgent monitor
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“See” the contacts that are waiting The team leader can direct waiting contact to a particular agent Highlight calls in waiting monitor that require a mandatory skill not
present in the CC (with suggestion of agents who possess this skill)
AgenTel ClientWaiting monitor
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Agent ClientFAX Center, search
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Agent ClientFAX Center, viewing a fax
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Agent ClientCampaign Center, overview
Only visible for team leaders and administrators
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Agent ClientCampaign Center, add campaign (properties)
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Agent ClientCampaign Center, add campaign (csv import)
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AgenTel ClientDifferent contact types
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AgenTel ClientPopup direct call
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AgenTel ClientPopup email
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AgenTel ClientPopup campaign call
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AgenTel ClientPopup FAX View the fax
inside the agent client!
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AgenTel ClientSending of faxes
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AgenTel Client, automatic update
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AgenTel Client, Microsoft Outlook integration
Search in your (shared) contacts
Add new contact if not found
Add to your journal
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AgenTel’s statisticsFeatures
Accessible by team leaders and administrators Real-time statistics Export to .csv file (import in e.g. MS Excel) or .html
file Schedule statistics
– Send via email (HTML + *.csv)– Save to a folder
A lot of customizable reports, divided in 6 categories:– emails, calls, faxes, campaigns
• Skill reports (per skill and per time interval)• Agent reports (per agent and per time interval)• Contact code reports (per contact code and per time interval)• General reports (per time interval)• Custom reports
– Agents• Logon reports
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AgenTel’s statisticsGUI
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AgenTel’s statisticsE-mailed to you
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AgenTel’s wallboard
Highly customizable Parameters per skill
e.g. calls waiting for English
LAN wallboard (viewed in web browser) and LED wallboard
Define thresholds to highlight parameters when they go out of a predefined range
Different wallboards for team leader, agent…
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Integrating agenTel in your (existing) IT infrastructure
Integrate on IVR Axxium Plug-In components
Integrate with the standard agentsoftware agenTel Client SDK (Free)– TCP/IP XML– COM– HTML– Toolbar
Server SDK (Free)– Custom statistics– Custom wallboard
Replace the standard agent software with your own Agentel Partner Program (payable)
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AgenTel is extremely flexible
Webpages viewed insidetheagentclient
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The 3 levels of high availability
Hot stand-bycluster
Both servers are running and data is kept central
No loss of data ± 1 minute downtime when
switching Requires Win2003 domain 99.999% uptime (HW)
Cold stand-bySingle server with
regular backups
Standby machine is switched off
Regular backups are taken from active machine
On failure, active machine is replaced by standby machine and latest backup is restored
Warm stand-by2 synced servers
Both servers are running and constantly synchronized
Lose the last hour of your data (statistics, emails, faxes)
± 5 minutes downtime when switching
Requires a reliable and fast network
99.99% uptime (HW)
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License modelOverview
All licenses are concurrent
# IVR ports # Office client license (mandatory
per agent):– Possibility to login, active TAPI toolbar– Usage of waiting monitor– Usage of agent monitor– Popup for direct calls (pure CTI)– Fax license: send/receive faxes
# Inbound call licenses # Outbound campaign licenses # Email licenses # Continuously monitored extension licenses
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License modelContinuously monitored extensions
agenTel 6.0 can have agents that– have free seating disabled
their extension has been predefined by the administrator
– “free-seating-disabled” agents thus always have a known extension
Administrator can select to “always monitor the extension” of a “free-seating-disabled” agent– statistics of non-cc calls are
available even WHEN THE AGENT IS NOT LOGGED IN
The administrator can only switch-on as many “always monitor this extension” check boxes as there are continuously monitored extension licenses.
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License modelCME extra available statistics
Statistics of direct (non-cc) calls are available even WHEN THE AGENT IS NOT LOGGED IN
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AgenTel additional
Out-of-the-box voicemail with voice to email
Recording customer – agent conversation project basis (tromboning)
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References
ABN-AMRO, BE CC-Bank TeleCenter, DE Würth DE Ethias, BE Otis, NL Patientline, NL Deutsche Bahn, DE ….
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Top applications
Order desk Sales Hotline Support Hotline Phone banking Call Center Ticket reservation Alarm & security Hotline Tele secretary (Muliti company) front desk
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System requirements
IP based LAN agenTel Server components (IVR, ICD, ERS, CTI)
– Computer capable of running Win 2000/XP/2003– Compatible PBX / VoIP Gatekeeper
• 3rd party TAPI interface• Single line transfer protocol (ECT, ICT, Q.SIG,…)
otherwise tromboning is used (takes more lines)• Call information (CLIP, called number, div. call info)• MWI (if voicemail)
– Telephony board• CAPI-compliant voice cards (Eicon Diva Server)• Intel (Dialogic) board (Digital or Analogue)• VoIP connection
– For e-mail routing: SMTP, POP3 or IMAP server– For voice to e-mail functionality: SMTP server– For FAX: the telephony board should support FAX
agenTel Client (agent, team leader, admin)– PC capable of running 2000/ XP/2003
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Why choose agenTel?
Simple, straightforward installation and configuration
Value for money
Flexibility and scalability, start small to grow big.
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Questions & answers
www.voxtron.com/agentel