CALL CENTERMANAGEMENT SYSTEMS

Operations

ImplementMonitor & Evaluate

GOAL

Plan

CALL CENTER MANAGEMENT

End Usage

Planning

Administration

• Call Centre Manager

• Call Centre Assistant•Customer Relationship

Management

• Call Centre Manager• Work Force Management

• Extension Manager• Directory Manager

End Usage

Planning

Operations

Administration

Current Offering

CALL CENTER MANAGEMENT

CALL CENTRE MANAGER

Management information system for call center supervisors and managers to measure, control and optimize the performance of a call center

ACD Group Call Flow By Day

ACD Group:Sales04/01/94 - 04/07/94 08:00 AM - 05:00 PM

Offered AbandonedDate Overflow

ed InDirect In Overflowed

OutIn Queue In Ring Answered

(num) (num) (num) (num) (num) (num)

04/01/9404/02/9404/03/9404/04/9404/05/9404/06/9404/07/94

131012

3573

79657869815975

697

10867

16151310

897

13693

10118

57456149604056

Total: 53 506 53 78 60 368

Report Production

External Display Messaging

CALL CENTRE MANAGERReal Time Presentation

CALL CENTRE MANAGER

Windows NT based client/server application

Ease-of-use and Windows GUI

Real-time monitoring

128 ACD groups presented on one screen

Object based security

Report scheduler

Data stored in standard SQL database

CALL CENTRE MANAGER

REAL-TIME PRESENTATION

ACD Group Inbound CallsBy Trunk Line

ACD Group: Selected Names User: CCMADM04/01/94 - 04/07/94 08:00 AM - 12:00 PM 00/14/yy, hh:31 PM

Number of CallsCaller Type Traffic Intensity Offered Answered Lost

(num) (num) (num)

10 20 01 0,33 16 12 410 20 02 0,99 13 11 210 20 03 0,23 14 8 6

43 31 12

10 21 01 0,45 4 4 010 21 02 0,35 7 5 210 21 03 0,32 14 11 3

25 20 5

10 22 01 0,23 4 4 010 22 02 0,43 7 5 210 22 03 0,32 9 9 0

20 18 2

Internal N/A 5 5 0

Operator N/A 3 3 0

Total 3,65 96 77 19Average 0,41 19 15 4

Agent/Agent Group AvailabilityBy Agent

Agent: Selected Names User: CCMADM04/01/94 - 04/01/94 08:00 AM - 05:00 PM 00/14/yy, hh:31 PM

ActivityAgent Name Agent Position Logged In Duration Available Duration Time Description

(hhh:mm) (hhh:mm) (hh:mm)

Anders 50000 07.55 03.40 07.55 Logon08.00 Available09.00 Forced Unavailable09.10 Available11.50 Logoff13.00 Logon16.55 Logoff

Heidi 50001 04.05 00.00 07.55 Logon12.00 Logoff

50011 04.00 00.00 13.00 Logon17.00 Logoff

Total - 16.00 03.40 - -Average - 05.20 01.13 - -

CALL CENTRE MANAGER

REPORT GENERATION

FLEXIBLE REPORTS

ACD GroupAgent GroupAgentANCD GroupDialed NumberCall Qualification Code

…all with several options!

CCM data in SQL server

CSV filesHTML files

Printer port

ODBC Interface

Web Browser

ACD

CALL CENTRE MANAGER

REPORT DISTRIBUTION

Send e-mail

Third party developed applications

CCM Information Manager Client

Service department

Sales department

INDIVIDUAL ADDRESSING OF WALL DISPLAYS

TCP/IP

INDIVIDUAL ADDRESSING OF WALL DISPLAYS, MULTI-SITE

CT port TCP/IP

CT port TCP/IP

MD110BC10

NIU

NT LAN

CCM ServerTCP/IP

Node 1

Node 2CCM Information Manager Client

CCM InformationManager Client

Site2

Site1

NIU

FEATURE BASED LICENSING

Configuration Manager• Configuration of the call center

Information Manager• Real time information• Wall display administration• Historical reporting

Agents• Number of agents monitored

CT port TCP/IP

MD110BC10

CCM Client

Wall Display Unit

NT LAN

Ethernet

CCM Server

TCP/IP

LIM 1

CT port TCP/IP

LIM 2

Load sharing and redundancy (Cold stand-by)

NIU

COMMUNICATION OVER LAN

NIU

CT port TCP/IP

CT port TCP/IP

MD110BC10

NIU

CCM Client

Wall Display Unit

NT LAN

Ethernet

CCM Server

TCP/IP

Node 1

Node 2

NIU

COMMUNICATION OVER LAN

Complete networked solutionfor the Call Center

ALLOCATION CALCULATION SYSTEM

EXTENSION MANAGER

Configuration management tool to configure the MD110 ACD functions through a graphical user interface

EXTENSION MANAGER

THREE LEVELS OF USER PRIVILEGES Telecom ManagerACD Supervisor

• View update extension • Setup ACD groups, membership, etc• Authorisation Codes, Individual Diversions,

Common abbreviated numbers etc.• RVA Message Descriptions

ANCD Supervisor• Setup ANCD Member• Setup ANCD Traffic

EXTENSION MANAGER

GRAPHICAL USER INTERFACES

Telecom AdminD.N.A serverEMG, DMG etc.

Call Center MgmtCCM serverEMG, CCM

ACD

Alt 1

Alt 2

EXTENSION MANAGER & CALL CENTRE MANAGER

Call Center MgmtD.N.A./CCM serverEMG, CCMACD

Launch and Integration with D.N.A. Extension Manager

• Allows the user to indicate if RDS(D.N.A.) will be used for CCM configuration

• If RDS is used for CCM, then CCM will launch EMG within its program to perform creation, deletion and update of ACD/ANCD/DNIS objectsand system parameters

Launch of CCA ConfigurationApplication from CCM Configuration Application

Integrated Management

LAUNCH AND INTEGRATION WITH D.N.A. EXTENSION MANAGER

LAUNCH AND INTEGRATION WITH D.N.A. EXTENSION MANAGER

Supports the call center manager in planning, administrating andoperating the call center!

CALL CENTRE MANAGEMENT TOOLS

OpennessFlexibilityIntegrationEase of use

CALL CENTRE MANAGER 4.0

WHAT IS NEW IN CCM 4.0?

CCA configuration applicationcan be launched by CCMconfiguration applicationNew ANCD Real Time WindowsSorting Capability in Real TimeWindowsReport distribution enhancementsNew report for Assist featureNew “Mini” Wall Display

CALL CENTRE MANAGER 4.0New ANCD Real Time Windows

• ANCD Group window• Satellite Member window• Additional information in existing

ANCD Group Detail window

CALL CENTRE MANAGER 4.0Sorting Capability in Real Time Windows

• Sorting possible based on all criteria except Legend and Time in ACD Group Member, ANCD Satellite Member and Agent Group Member windows

New “Mini” Wall Display• Mini wall display; single line, 20 characters with size 4.3 cm

(2.1”), available at lower price

CALL CENTRE MANAGER 4.0Reporting

• Option to save report file in HTML format• Option to send the report file via email• Option to specify the location where to save

the report file (CCM Server or client PC)• User can specify the time for scheduled

reports to be generated• A new report showing usage of the Assist

feature in CCA (Call Allocation)

NEW REPORTSACD Group

Agent Group

Agent

ANCD Group

Dialed Number

Call Qualification Code

• Activity• Availability• Call Allocation (New)• Performance• Summary• Time Allocation

NEW REPORTSACD Group

Agent Group

Agent

ANCD Group

Dialed Number

Call Qualification Code

• Activity• Availability• Call Allocation (New)• Call Distribution• Performance• Time Allocation

CALL CENTERMANAGEMENT SYSTEMS