CC-One®:Omni-Channel Customer Engagement Solutions

Optimize the Performance of Your Contact Center fromthe Cloud

Managing Business Performance Isn’t Easy in the Contact Center

Cost Reduction and E�ciency Initiatives

Point Systems for Omni-Channel

Communications

Aging On-PremiseSystems

Performance Data in Disparate, Distributed Silos

Dispersed Workforce

Sacrifices businesscontribution and

customer experienceReduces productivity,visibility and control

Complex, costly and risky to replace or move

to the cloud

Di�cult to integrate andunify for an integrated

view

Limits agility, communications and

collaboration

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Many Lack the Tools to Optimize Performance

Of contact centers consider their process

of tracking agent

Of contact centers match customers with

agents based on agent performance

Of contact centers track agent

performance in real-time

27%

FEWER THAN

25%

LESS THAN

12%

ONLY

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performance e�ective

Yet, We Must Move from Operational Efficiency toBusiness Performance Optimization

ANALYTICS IMPROVE CONTACT CENTER PERFORMANCE

FIRST-TOUCH CUSTOMERCONTACT CENTERS ARE

CRUCIAL

4.5%

33%

5.3%

12%

14.3%

40%

of customer contacts are not resolved during first interaction with the

Contact Center

of customers with unresolved first

contacts will churn

of customer support calls require assistance

from an expert * Source: ICMI, 451 Research

revenue per call cross-sell and upsell revenue

customer satisfaction

Today’s contact centers are on the brink of the next evolution into high-value customer-facing operations capable of delivering key insights to drive customer loyalty, innovation and business growth.

- Susan Hash, Editor CC-Pipeline

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Introducing CC-One

• Unified omni-channel contact center solutions

management costs

• Predictive analytics-based routing that improves business outcomes

• Integrated collaboration that increases first contact resolution and customer satisfaction

• Cloud routing and hybrid overlay that optimizes distributed workforces and a smooth cloud migration

• Proven cloud deployments with excellent track record and enthusiastic reference customers of all sizes

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that raise operational e�ciencies and lower

Omni-Channel Cloud Contact Center

• Unified Contact Center Solutions Centrally manage and administer ACD, IVR, call recording, interaction history and CRM integration

• Unified Communications Ease collaboration between agents, managers andback-o�ce subject matter experts

• Predictive Analytics-Based Routing Predict each customer’s need and match with agent having best performance record to meet that need and deliver desired business result

• Omni-Channel View of Customer Journey Analyze cross-channel customer interactions in real-time

• Performance Analytics Understand the agent and customer behaviors and attributes that drive the business

• Omni-Channel Customer Interactions Communicate via voice, web, email, chat and social from a unified environment

An omni-channel cloud contact center improves agent, manager and administrator e�ciency

VOICE CHAT SOCIAL WEB SMS

Seamless Customer Experience

Agents

Experts

E-MAIL

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Analytics-Driven Contact Center

• Descriptive Analytics Assesses customer and agent attributes and behaviors that result in best business outcomes using statistical performance analytics.

• Predictive Analytics Models what-if scenarios to predict business impact from changes in customer prioritizations, routing, agent skilling, scripting, sta�ng, training, etc.

• Analytics-Driven Routing Dynamically predicts customer needs and matches customers with agents having best performance record to meet that need.

• Designed for Business Users Presents a business view of data for filtering, sorting, correlating and analysis by managers and analysts.

An analytics-driven contact center dynamically improves contact center business performance

Optimized Contact Center Unifies data from disparate systems into purpose-built data models to deliver fast time-to-value.

ACD CRM IVRORDER ENTRY

SOCIAL MEDIA

3RD PARTY

Business Process Improvements

Predictive Analytics

CC-One Analyzer

Real-Time Dashboards

InteractiveAnalytics

Predictive Analytics

Customer Engagement Repository

Customer Interaction Records

Agent ActivityRecords

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Collaborative Contact Center

• Consult & Conference

• Team Collaboration Access to pooled expertise, and a knowledge base of information

• Contextual Intelligence Contextual data and screen pops for

• Unified Administration & Management For the contact center and unified communications systems

Increase first call resolutions, lower customer churn and improve customer satisfaction

Unified Communications

matter experts and instant access through chat, voice and video

Collaborate

Agents

Experts

Screen Share Voice

Instant Msg Presence

Real-time access to back-o�ce experts

agents and back-o�ce experts

Give agents real-time visibility into the availability of back-o�ce subject

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Hybrid Cloud Contact Center

• Centralized Control Centralized analytics and rules drive single distribution engine for both premises-based and cloud-based agents

• Distributed Resource Optimization Real-time status from all systems balances workloads and optimizes best-agent routing across locations

• Global Visibility Real-time global dashboards unify and correlate metrics from multiple systems and sites

• Graceful Cloud Migration Gradually move to cloud rather than perform expensive and risky “rip and replace” or gradual silo approach

Unified cloud-routing and analytics support a graceful migration to the cloud

For Multi-Site, Multi-System Contact Centers

• Global Queue• Routing• IVR• Recording • Reporting• Analytics

PBXCall Center

OutsourcedCall Center

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The CC-One Salesforce Edition

• Increased Productivity with Less Complexity 100% native application integration for managers, administrators and agents – far beyond just CTI

• Unified Agent User Experience Native agent workflow, call handling, screen pop, call control, click-to-dial, automatic call logging, and Salesforce omni-channel communications

• Unified Visibility, Control and Reporting Customer, call and agent data integrated into the Salesforce database for 360o view of customer experience and agent performance

Run your entire contact center from within Salesforce

OPEN CTI INTEGRATION

Agent Screen Pop, Call Control, Click to Call

BUILD AND ADMINISTER

Agent, Teams, Sites

Toll-free Numbers

Queues

Roles

Hours of Operation

MANAGE

IVR Call Flow

Routing Rules

Reporting

Recording

Monitoring

EV

ER

YO

NE

E

LS

E

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Proven Track Record Supporting Small to Large Contact Centers

Contact Center

• 50 outsourced agents, growing to 200

Results

• Increased customer satisfaction

• Increased profitability

• Reduced operations costs

Contact Center

• 3,000 agents in 34 sites across 4 continents, handling over 20 million contacts a year

Results

• 52% decrease in ASA

• 59% decrease in abandons

• $3M savings annually

“CC-One gives Slimware a combination of easy-to-use but powerful contact management tools along with analytics-driven insights, improving our customer satisfaction and profitability – deep

with a single interface to manage our call center .”

decisions for our customers in real time. By using CC-One’s call-routing technology, we are able to match each customer with the best available agent without the need for any manual intervention.”

Salesforce integration reduces our sta�ng costs

“O�ce Depot is now able to make the best

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Contact Center Solutions for Every Business

Whether you are a new business creating your first contact center, a medium-sized business looking to improve contact center operations or a large enterprise needing visibility and control over multiple contact center sites and systems, Epik will customize acontact center solution for you!

Express EditionAn economical solution including voice, IVR, skills-based routing, call recording, and real-time and historical reporting

Business EditionStart with just voice or a dozen omni-channel agents and CC-One will support you as your contact center grows into thousands of agents across multiple sites and continents

Salesforce EditionImprove the productivity of agents, managers and administrators by running all contact center operations within the Salesforce Sales and Service Clouds

Cloud Routing EditionMaintain your investment in existing systems while gaining all the benefits of CC-One and the Cloud

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Experience the Benefits of CC-One

• First Call Resolutions Arm agents with the information and resources they need when they need them

• Call Abandon Reduction Monitor and manage service levels in real-time, prioritizing previous abandons

• Sales and Upsells Route customers to agents with the best sales records on similar customer or product sales

• Customer Satisfaction and Retention Match customers with agents having the best performance records for customer’s anticipated needs

• Resource Usage Optimization Balance call loads across teams, sites and systems worldwide from the cloud

• Provide voice, chat, email, video communications anytime, anywhere

Let the CC-One omni-channel customer engagement solution turn your contact center into a strategic business asset.

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Agent and Back Office Collaboration

AboutAbout

Headquartered in Toronto, Epik is a full service telecom provider and an industry leader in hosted voice technology. Over 800 clients count on us to install and support their systems, giving their business the most advanced communications systems available today with the best-in-class service. By moving away from outdated and on-premise equipment, our network eliminates up-front capital costs and reduces internal IT support budgets.

Unified Communications is changing the way businesses operate. Epik is proud to partner with BroadSoft and o�er their suite of technologies to small and medium businesses to make them more e�cient and competitive.

For more info contact us at 1 866 353 9333. Our informative consultants will help guide you and answer any questions you have.

Toronto O�ce80 Bloor St West, Suite 503, Toronto, ON, M5S 2V1 Tel: 416-921-7000 Fax: 416-855-7636www.epiknetworks.com

BroadSoft, Epik’s partner provider is a technology innovator and leader in cloud communications. They have market share leadership in unified communications with a secure platform trusted by 25 of the world’s top 30 service providers by revenue. Their Business application suite empowers users and teams to share ideas and work simply to achieve breakthrough performance.