Date post: | 28-Dec-2015 |
Category: |
Documents |
Upload: | aubrie-rice |
View: | 217 times |
Download: | 1 times |
E-MetroTel UCX Wallboard Overview
Sales Overview05 Dec 2013
E-MetroTel Proprietary and Confidential
E-MetroTel is where EVERGREEN is alive and well
2E-MetroTel Proprietary and Confidential. Use pursuant to your signed Non-Disclosure Agreement.
Agenda
• UCX Wallboard Value Proposition• UCX Product Overview• Call Center and Agent Metrics• Market Readiness• Summary
3E-MetroTel Proprietary and Confidential. Use pursuant to your signed Non-Disclosure Agreement.
Product Benefits• UCX Add-on application that seamlessly
integrates with UCX Call Center solution to provide key operational performance indicators
• Quickly indentifies in real time key call center metrics for supervisor assessment and response
• Supervisors can more easily identify operational issues, address agent training needs
• Helps improves agent productivity and overall customer satisfaction
UCX Wallboard Value Proposition
4E-MetroTel Proprietary and Confidential. Use pursuant to your signed Non-Disclosure Agreement.
UCX Wallboard Overview
Product Overview• The UCX Wallboard application is a
windows based application which can be installed on any windows PC
• Installed using the UCX Wallboard installer program (UCx Wallboard.msi from E-MetroTel downloads page)
• Requires connection to a UCX Server with the latest software installed
• Wallboard application sends various action commands to the UCX server and also receive various event messages from the server
5E-MetroTel Proprietary and Confidential. Use pursuant to your signed Non-Disclosure Agreement.
UCX Wallboard Metrics
Key Call Center Metrics• Total Calls: Total number of calls answered, in queue and abandoned• Answered Calls: Total number of calls answered by agents• Calls Waiting: Total number of calls waiting in the queue• Abandoned Calls: Total number of calls in specific
queue but caller disconnected before being answered• Abandoned Percentage: Total Percentage of abandoned calls
that entered this specific queue• Longest wait in Queue: Longest wait time a call has
been in queue before being answered by agent or the caller abandoned
• New Voice Mails: Total number of voice mails in the specified mail box
6E-MetroTel Proprietary and Confidential. Use pursuant to your signed Non-Disclosure Agreement.
UCX Wallboard Metrics
Key Agent Metrics• Agent ID: This is the Extension of the agent
configured• Name: This is the name of the Agent• CLID: Caller ID information• Status: Status of the call, like Idle, Not
Ready, Not Available, On Call etc.• Call Type: Type of the call established, like
CC or Non CC call.• Duration: This is the duration of time the
agent is on a call or sitting idle
7E-MetroTel Proprietary and Confidential. Use pursuant to your signed Non-Disclosure Agreement.
Product Availability - Now ! • Download UCX Wallboard 1.0 from E-MetroTel wiki page (UCX
mgmt page, link from Extras tab)• Application already deployed at a major US bank
Minimum Requirements • Supported on all UCX servers with latest 3.0 software updates• PC running windows• UCX Wallboard key code: Key code license is per site and is
generated using the UCX host idProduct Pricing• List price for the application: $995 USD
UCX Wallboard Market Readiness
8E-MetroTel Proprietary and Confidential. Use pursuant to your signed Non-Disclosure Agreement.
Sales and Marketing Support
• Product availability announcement on web site• http://www.emetrotel.com/?
q=new-ucx-wallboard-application-release• UCX Wallboard content on new web site
• http://www.emetrotel.com/?q=ucsupxsup-wallboard• Documentation – setup guide
• http://wiki.emetrotel.org/display/UCX30UPDATE/UCx+Wallboard+Setup+Guide_V1.1
• Customer Reference TBD• Social Media updates – LinkedIn product page
• http://www.linkedin.com/company/e-metrotel/e-metrotel-ucx-wallboard-21683983/product?trk=biz_product
Thank You