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2 Nortel Confidential Information

PRESENTATION TITLE

Presenter’s NamePresenter’s TitleLocation/Date


BCM Contact Center Update

>BCM CP Contact Center Portfolio Positioning

>BCM Contact Center Overview

>Contact Center Enhancements with BCM 4.0


LPS Contact Center Portfolio


BCM Contact Center Offering

PriceBasic Contact

Center

Professional Contact Center

2 Skillsets10 Agents

50 Skillsets20 80 Agents

Functionality


Norstar Contact Center Offering

Price

Functionality

Enhanced Contact Center 30 Skillsets

50 Agents


BCM Contact Center

BCM 50 • Basic Contact CenterBCM 200/400• Basic Contact Center• Professional Contact

Center• Multimedia Contact

Center

BCM 50 (Dec 2006)• Intelligent Contact Center• Multimedia Contact CenterBCM 200/400 (Aug 2006)• Intelligent Contact Center• Multimedia Contact Center


Intelligent Contact Center Content Summary

Intelligent Contact Center Keycoded option on the BCM 50 rel 2, and

BCM 200/400 rel. 4.0 No additional Hardware Required Leverages existing hardware capabilities e.g.

integrated announcements, skillset mailboxes Intelligent Routing

Route based on CLID/ANI, DID/DNIS & Caller Input

Overflow Change priority of calls

Web Based Reporting & Wallboard / Softboard support (no additional server required)

Multimedia Contact Center

Click for agent – voice

Click for agent – chat

Web page push/pull

Follow-me browsing

BCM 50 r2BCM 200/400 4.0

Configured Agents 100250

Active Agents 5080

Agent priorities 2020

Dynamic Agent Priorities YesYes

Lines 30100

Dynamic Call Priority 2020

Routing Steps 20 20

Overflow Rules 2020

Skill sets 3050

Skill set mailboxes 3080

Recorded Announcements 50150

Intelligent Routing YesYes

Activity codes 20002000

Expected Wait Time YesYes

Supervisor Help YesYes

Login / Logout Yes Yes

Break Time/Wrap YesYes

Cancel Wrap YesYes

Not Ready / Make Busy YesYes

Auto Log out / Not Ready YesYes

Prim. Sec. Threshold Alerts YesYes

Skillset Status Display YesYes


Basic, Enhanced and Professional Content Summary

Basic, Professional and Multimedia Contact Center are key coded options on the BCM 200/400

Basic Contact Center is a key coded option on the BCM 50

Basic and Enhanced Contact Center are Key coded options on CallPilot 100/150

Enhanced only on the CP 150

No additional Hardware Required

Leverages existing hardware capabilities e.g. integrated announcements, skillset mailboxes

Intelligent Routing Route based on CLID/ANI, DID/DNIS & Caller

Input Overflow Change priority of calls

Web Based Reporting & Wallboard / Softboard support (no additional server required)

Basic Enhanced Pro

Configured Agents 20 100150

Active agents 10 5080

Agent priorities 5 2020

Dynamic priorities Yes YesYes

Lines 15 30100

Routing Steps 20 20 20

Overflow Rules 20 2020

Skill sets 2 3050

Skill set mailboxes 2 5080

Recorded Announcements 30 50150

Intelligent Routing - YesYes

Multimedia Contact Center

(Available on the BCM)

Click for agent - voice

Click for agent – chat

Web page push/pull

Follow-me browsing


Agent Features Agent Functions: Login / Logout Break Time / Wrap Cancel Break Time Not Ready / Make Busy Auto Not Ready Auto Log Out Primary and Secondary Threshold

Alerts Skillset Status Set Display Supervisor Help

Agent Functions: Login / Logout Break Time / Wrap Cancel Break Time Not Ready / Make Busy Auto Not Ready Auto Log Out Primary and Secondary Threshold

Alerts Skillset Status Set Display Supervisor Help

A complete set of Formal Contact Center Features

Provide your agents with the tools they need

System Features: Dynamic Agent Priorities Skill Based Routing Agent Selection –

Longest Idle Top Down or Preferred Agent

Forced or Manual Call Presentation Line Priority

Increase Priority Overflow Intelligent Routing (Professional and Enhanced Only)

Agents can log into multiple skillsets Silent Monitor Expected Wait Time Activity Codes Agent Help

System Features: Dynamic Agent Priorities Skill Based Routing Agent Selection –

Longest Idle Top Down or Preferred Agent

Forced or Manual Call Presentation Line Priority

Increase Priority Overflow Intelligent Routing (Professional and Enhanced Only)

Agents can log into multiple skillsets Silent Monitor Expected Wait Time Activity Codes Agent Help


Routing Tables:Routing Tables:

DAYStep 1 Delay Answer (1- 600 sec)

Step 2 a) Play Announcement #1 (orForced Announcement)

Step 3 Distribute (0 - 59:59)

Step 4 Play Announcement #2


Step 6 Play Announcement #3 “Thank –you for waiting all agents are still busy if you would like to continue holding please do. Or to leave a message press 1”.



Step 9 Go to step 6

DAYStep 1 Delay Answer (1- 600 sec)

Step 2 a) Play Announcement #1 (orForced Announcement)




Step 6 Play Announcement #3 “Thank –you for waiting all agents are still busy if you would like to continue holding please do. Or to leave a message press 1”.



Step 9 Go to step 6 NIGHTStep 1 a) Night Announcement or

b) No Answer

Step 2 a) Disconnect orb) Route to Voice Mail Transfer

NIGHTStep 1 a) Night Announcement or

b) No Answer

Step 2 a) Disconnect orb) Route to Voice Mail Transfer

Complete flexibility on how to route your callers

2 Routing tables per Skillset

20 Routing steps per table


Prompts the user as to what skillsets they would like to log into

Agent selects “OK”

Intelligent Integration With all BCM Components

> Common programming• All programming performed with the GUI administration tool.

> Agents can log in from any station set on the system> LCD display of sets assist agents in using features.> Leverages the capabilities of other applications

• Uses the recording capabilities of the messaging application.

> All Skillsets have skillset mailboxes

Skillset 1, 4, 7, 9Chang OK

Familiar User InterfaceAgent Logging In

Agent selects “IN”

Agent: Julia Gatz IN OUT NEXT

Logged Into 1,4,7,9

The system confirms that the agent is logged into skillsets 1, 4, 7, & 9


Intuitive Programming

Skillset Programming

• All programming is accomplished with a easy to understand user interface.

• It uses a combination of radial buttons, drop down menus and dialog boxes to remove complexities.


Intelligent Routing Features

• Intelligent Caller Input Routing• Route the call based on user input

• CLID/ANI Intelligent Routing• Route the call based on source

• DID/DNIS Intelligent Routing• Route the call based on destination

• CLID/ANI or DID/DNIS Priority Routing• The administrator can to determine the order in which the routing

decisions are made. E.g. check DNIS then CLID or CLID then DNIS.


Intelligent Caller Input Routing

For Example,

• The caller is answered by the Call Center and the Intelligent routing plays announcement #1 ”Thank you for calling, The Better Mouse Trap Company. For Retail Sales please press 1, Wholesales Sales please press 2, for Support press 3, and for Shipping press 4”.

• The caller pressed #2 for Wholesale Sales.

• They would then hear Announcement #2 “You have reached our Wholesale Sales department, please enter your Account number”.

• At this point, based on the account number entered, the Intelligent routing would assign a priority to the call and direct it to right skillset of agents.

• Calls are routed based on information enter by the caller.

• Can provide routing choices to the caller, or• Ask the caller for information and route the call

appropriately


Intelligent Overflow

Provides tremendous flexibility in how to route calls during busy periods.

You can specify that a waiting call:

• Overflows to another skillset and keeps its conditions and original skillset greetings

• Moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings

• Transfers to the skillset mailbox

• Transfers to an extension or mailbox

• Transfers or external telephone number

• Changes in its priority level

• Intelligent Overflow Routing rules based on:

• Mode of operation, each Skillset can have independent overflow rules based on whether its in Day Mode, Night Mode or 24 hour Mode

• Time in queue or whether agents are logged in.

OVERFLOWGroup 1 Agents busy

beyond threshold

Call is made available to Group 2


Programming Day Routing

Example of a day routing with 8 routing steps.Addition routing steps can be added by simply clicking “insert”. This will open a nested form (shown on the next chart) used to enter the required information about that step


Programming a Routing Step


Silent Monitor

• The Supervisor can silently monitor the audio of the caller and agent.

• The Supervisor monitors the set while the agent is logged in. This means the Supervisor Monitors the agents:• incoming calls, outgoing calls, intercom calls and while they are listening to

voice mail.

• The Supervisor Monitors the entire call.• Prior to the call starting through to completion.

• Monitoring session remains active if agent places the call on hold.

• The supervisor can traverse from agent to agent.


Expected Wait Time

• Introduced in BCM 3.5 • A new routing step that when encountered will play

a audio message for traditional voice originated contacts or send a text message for chat inquires and web initiated voice calls.

• The message, whether text or audio, will provide the caller with how long they can expect to wait in queue prior to being connected to an agent.

• This may be further enhanced by playing the announcement and providing additional options to the caller such as leave a message or transfer to another skill set or location.

Greetings in Basic Increased to 30• Was 10 in BCM 3.0• Increased as part of Expected Wait Time functionality.


Agent Help

• Allows a Call Center agent who is active on a CC call to request help from a supervisor by pressing a programmed telset feature key.

• A supervisor who receives a request for help may choose to accept or decline that request.

• If the request is accepted, the system invokes a Silent Monitor session so that the accepting supervisor begins monitoring the requesting agent’s current CC call.

• The effect is just as if the supervisor had begun monitoring the agent directly, except that with Agent Help, the agent is notified that monitoring has begun (i.e. the help request was accepted)

Agent Help


Multimedia Call Center

> Click for agent - voice

> Click for agent – chat

> Web page push/pull

> Follow-me browsing


> True IntegrationTrue Integration• It is not a “bolt on” or “inter-connected” product from a third

party.• It uses the same core processing and administration tools as

other components of the Business Communication Manager.

> Refresher or Update MessagesRefresher or Update Messages• The surfer will receive text messages in the same manner as if

they had placed a 1-800 call into the business

> Blended Call TreatmentBlended Call Treatment• Will route all incoming interactions based on its intelligent

routing capabilities established by the call center administrator. • The rules will consider source, destination, media and

resources available to respond to contacts

> Web Page ListsWeb Page Lists

> ReportsReports

Multi-Media Call Center


Reporting for Call Center Server Architecture

State Machine D / B

XML Interface

Call CenterBCM

PC’s with IE

CC Pro-cesses

Stats D / B

Web Host PC Web

Interface

Internet

• The CCRS is a backend feature which is not directly visible to users. • Its an Open XML webserver.• Stateless XML webserver will send a fully consistent datapacket to the client. The

client cannot get out-of-sync (due to LAN outage) or display incorrect data (due to unusual call scenarios).

• Delivery Post BCM 3.5


Supervisors View of:Real Time Agent Detail Report

Color coded agent statesBlue-AvailableDark Green-Break timeLight Green-IncomingGrey-Incoming Non Call CenterYellow-OutgoingGold-Supervisor Monitoring/Responding to help requestPink-Call on holdLight Grey-ICDark Grey-Not Ready

Telephone-Voice CallGlobe-Voice MMCCSmiley Face- Chat

ID of the skillset the call belongs to

Enhanced functionality, plus a friendly user interface!

Employee Name


Real Time Call Summary

The Real Time Call Summary displays a summary of the calling activity of a skillset (calls waiting, for how long etc.) and a summary of agent detail (number of agents logged in and the various states that they are in).

Color change when thresholds have been exceeded


Historical Reports Menu

Selecting the Reports option presents the Report Menu page shown here.To obtain a report click on the appropriate button.


Example of a Historical Report - Incoming Call Traffic Report

• A breakdown of the Answered calls with respect to the Primary Alert (P) and the Secondary Alert (s) as follows

• Number answered <P• Number answered >P (and

<S)• Number answered >Sa

• A grade of service will be calculated and displayed

Total Number of Calls Presented to the Skillset

• Direct• Indirect

Number of Answered Calls• By Agent• By Voice Mail• By Operator• By non-Agent

• Number of Abandoned Calls• Unstaffed Calls• Number of Calls that Left the

Skillset•Because of an Overflow Rule

•By any other means, including routing steps, CCR, etc…


Intelligent Contact Center


BCM Current Call Center Offering

Price

Basic Call Center

Professional Call Center

$2,6302 Skillsets10 Agents

$9,01050 Skillsets80 Agents

> Large gap between Basic and Pro

• Large Price Difference - $6,380

• Some Functionality Differences– DNIS routing, Multi digit caller input routing,

• Capacity 2 vs. 50 skillsets, 10 vs. 80 agents

> Channel Partners have consistently been asking for something between Basic and Pro

• For all the above reasons

• Pricing gap,

• Price of Pro is high

• Confusion of Basic vs Pro functionality, upgrades with and without reporting, etc.

> Missing significant opportunities where customers require more skillsets then 2 and a low number of agents

Functionality



> Intelligent Call Center would have the same functionality as our current Professional Call Center with no reporting, agents or skillsets.

• It should be available on all BCM platforms; BCM 400 and BCM 50 (release 2)

> Optional components that could be added would include:

• x Agents, (keycodes available in similar increments to what we currently offer)

• x Skillsets, (keycodes similar to what we create for agents but wouldn't grow as large)

• Reporting for Call Center,

• Multimedia Call Center,

• Future developments…

• soft agent, CRM interface etc.

> Pricing, TBD but…

• Most likely it will more economical for customers to get into a CC with less then 20 agents and 50 skillsets. But more money at the upper end of capacity 40 plus agents)

Price

Basic Call Center

Professional Call Center

Functionality


Intelligent Call Center

Agents

Skillsets

RCC

MMCC


Customer Benefits Addresses requirement for a solution between Basic and Professional CC.

Maximum flexibility in granularity

Any combination of Agents and Skillsets within boundaries of platform

Significantly simplifies product offering

Intelligent Call Center, x SS’s, x Agents, RCC

Eliminates Basic, Pro and upgrade between them

Channel partners and customers do not have to worry about what functionality is contained with what product

Application Horizontalization – Significantly increasing market potential

Customers that require more SS then agents

Real Estate Vertical – 3 receptionists (3 agents) answering for 20 Real Estate Agents (20 skillsets).

Medical Vertical – 3 receptionists (3 agents) answering for 8 Doctors (8 skillsets).

Big box retail – 3 receptionists (3 agents) answering for 12 Departments (12 skillsets).

Etc.


Increase Market Potential

Volume

Market Segments

Horizontalize Contact Center on the BCM

Current Market Potential

New ICC Market Potential


Reporting for Contact Center

> Enhancements to Report Generation Page• Can select one time period and generate multiple reports for that period• Can print or view• Report generation status window• Multiple reports on screen

> New call states• Delay answer• Ringing

> Real time components separated • More flexible viewing options

> Update reports explained document

> Miscellaneous nomenclature chages


Changes to MMCC

> The most relevant change from an end-user perspective will be the method for accessing the MMCC administration functionality.

• In BCM 3.x, the user would navigate to Unified ManagerServicesMultimedia Call Center, and then select “MMCC Admin” from the Tools menu.

• In BCM 4.0, the MMCC admin will be moved in to CallPilot Manager, to provide a more consistent UI look and feel

> In BCM 4.0 there will be a slight change to the login procedure for MMCC agents. • Previously on BCM 3.7, for an agent to receive MMCC calls an agent had to programmed

as “Both” in Call Pilot Manager.• For BCM 4.0, when the MMCC keycode is applied, all agents will become “Both” agents.

They will then be able to receive calls based on how they are logged in:• If logged in to the PC client only, they can receive browser calls• If logged in to a telset only, they can receive voice calls• If logged into both PC client and telset, they can receive voice, phone & browser, and browser only

calls.


Changes to MMCC, continued

> Second, a new sub-menu node “Customize MMCC Files” will be created under the CPMContact Center menu node, which will contain the admin functionality previously found in the “Customize” section on BCM 3.7, as shown here.

An “interface” is a collection of customized files, which can be displayed to a web caller if desired. A customized file can be used in place of the default file, enabling a customer to personalize their MMCC web content for their business. In this screen shot, note that the “default” interface can only be viewed – it cannot be deleted or modified.

Also note that a new interface can be created by entering a name in the text box and pressing the “Create” button. The screen shot on the next page displays the result of the user entering a new interface named “custom”.


Thank You!

Questions?


Date post:	02-Apr-2015
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