One Contact v2.4

ABOUTCOLLAB• Founded in 2003 by a team with a solid experience in the contact center industry, Collab anticipated a technological revolution, which was made possible by new SIP/IP standards.

• Collab is majorly owned by Novabase, the major IT company in Portugal (2500 employees, 213 million € turn over in 2012)

ABOUT US - INTERNATIONAL

• Angola• Bósnia -

Herzegovina• Brazil• Colombia• DRC• EUA• France• Spain• South Africa

• Ghana• Malta• Mexico• Mozambique• Peru• Portugal• Kenya• U.K.• Sweden

Customers

• Portugal• Germany• Angola• Arab Emirates• Mozambique• Spain• France• U.K.

Offices(Nova Base)

• Brasil• UK• South Africa• Angola• Mozambique• Tanzania

Partners+ 30 countries,including:

WHAT’S NEW

ON ONE CONTACT V2.4?

Perform ScaleOptimize

NEW INTERACTION CHANNELS:

Click2Call

Click2Chat

Click2Video

Click2Callback

E-MAIL VOICE SKYPE

VIDEO CHAT

• Native support to voice and video streams• High definition voice quality• Customizable video resolution

(depending on chosen codec)• Video endpoint can be customer’s web

browser or native iPhone/Android app.

VOICE AND VIDEO

SKYPE

• Native Skype to SIP conversion

• Allows customers using SKYPE to interact with OneContact agents

• Inbound and Outbound from/to SKYPE

• All features active, including Recording, Conferencing, etc

EMAIL AND CHAT

• Native EMAIL and CHAT support using universal queue

• Knowledge base to help EMAIL responses

• Multi-session CHAT (v.2.5)(up to 5 sessions simultaneously)

• Special agent folder for PENDING interactions (ex: emails to be responded), with possible workflow

EMAIL AND CHAT

Click2Call

Click2Chat

Click2Video

Click2CallBack

FACEBOOK

FACEBOOK

Yes, please use this voucher discount for internet customers:

KU64532I

FACEBOOK

FACEBOOK

TWITTER

TWITTER

NEW AGENT INTERFACE, INCLUDING ONEAGENT “MINI”

BUSINESS INTELLIGENCE BASED REPORTING (OLAP CUBES)

All the relevant data is consolidated in 15min intervals or at the end of the day and it is ready to use by business teams.

Reports immediately available (fully customizable)

OLAP CUBES

NEW SUPERVISOR VIEWS

BUILT IN MOBILE INTERFACE

• Intelligent Multimedia Routing

• Built-In Routing Strategies

Most Idle, Most Available, Cascade Routing, Last Agent

• Skills based routing with integrated e-learning engine

• Scripting in Microsoft Visio

INBOUND CAPABILITIES

ONEXML VISIOAccessible to everyone

Routing strategies configured with xml based scripting language (OneXML)

Visio based graphicalinterface with no need for programming expertise

SIP-based multimedia router

• Fully integrated Audio and Screen Recording

• Record on demand or 100%

• Quality Monitoring integration

• Recording based on adherence

AUDIO AND SCREEN RECORDING

INTEGRATED QUALITY MONITORING

INTEGRATED QUALITY MONITORING

• Built-in quality monitoring , with custom evaluation scripts

• Ad-hoc query for recording searches

• Agent scoring mechanisms

• Calibration of evaluated calls

WHAT’S NEW

ON ONE CONTACT V2.4?

Perform ScaleOptimize

PREVIEW, POWER

AND PREDICTIVE

DIAL

PREVIEW DIAL

POWER DIAL

PREDICTIVE DIAL

COLLAB PREDICTIVE DIALER

COLLAB PREDICTIVE DIALER

COLLAB PREDICTIVE DIALER

COLLAB PREDICTIVE DIALER

COLLAB PREDICTIVE DIALER

COLLAB PREDICTIVE DIALER

COLLAB PREDICTIVE DIALER

CUSTOMER HUB

• Customer Interaction Hub (CIH) is a Multichannel Contact Management System, that allows creating and maintaining a clear view of the profile and history for every client.

• This process is fundamental to Enterprise Excellency, where we wish to maintain a unique view for each customer, regardless of the channel that is used or time interval between interactions.

State

Comments

Actions

Issue Interaction Adress Contact

Agent

Service

DRASTIC IMPROVEMENT ON

PERFORMANCE

WHAT’S NEW

ON ONE CONTACT V2.4?

Perform ScaleOptimize

SEVERALTHOUSAN

DAGENTS

IN SAME INSTANCE

GEOGRAPHICALLY

DISTRIBUTED ARCHITECTURES WITH LOCAL SURVIVAL MECHANISMS

NEAR ZERO DOWNTIMES

Survival Mechanisms

In both premises or hosted based scenarios

WORKFORCE MANAGEMENT• Forecast • Plan • Monitor • Portal

COLLAB

OneContact Multimedia Contact Center

All-In-One Solution• Reliable• Scalable• Full IP• Geographic Redundance• Local Survival

mechanisms• Centralized Management

• Multimedia (voice, video, email, chat, social networks)

• Recording and Quality Monitoring

Existing Solution

PBX + ACD

CTI

Quality Monitoring Recorder

Workforce Management

One Contact v2.4