Communicator | Call Centre | Quality Survey | IVR A ...
Transcript of Communicator | Call Centre | Quality Survey | IVR A ...
![Page 1: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/1.jpg)
Communicator | Call Centre | Quality Survey | IVR
A Unified Communications Collaboration Product
www.qualtec.com
![Page 2: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/2.jpg)
▪ Product Introduction
▪ Architecture
▪ Qualtact Features
▪ Questions / Contact Us
Agenda
![Page 3: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/3.jpg)
Customize
Customize IVR Call flows, reports and
everything.
Built-in IVR Survey Scripts
Prompt the standard NPS-Survey
question to customer to calculate the
NPS Score.
Call Centre & IVR
Web based Call Centre functionality for agents
and supervisors.
SIP phone registration for agent audio.
Inbound, Outbound, IVR (self service).
Voicemail
Automatic Call Distribution (ACD) routing based
on longest idle/round robin queue.
Real Time dashboards, Historical reporting
Voice recording
Quality Analytics, Evaluation Forms/Score card
Develop Rich IVR call flow using drag and
drop IVR designer that can integrate with
Third-Party API and Databases.
Communicator | Call Centre | Quality Survey | IVR
![Page 4: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/4.jpg)
.
▪ Call Centre Environment
Best suited for small scale call center environment with rich feature
needs.
▪
Auto Attend
You can play greeting before route the call to the destination
▪
Use with Microsoft teams/UC Platforms
Play IVR before transfer to the Teams users/groups.
▪
CRM Integration
You can integrate with any third-party APIs that supports REST APIs.
Use Cases
![Page 5: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/5.jpg)
.
Architecture
![Page 6: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/6.jpg)
.
Call Center Features – Call Routing
▪ ACD call routing with longest idle and round robin queues
▪ Call routing to IVRs Services
▪ Call routing to Users
▪ Easy to Integrate with any SIP supported External gateways.
▪ User Extension registration using SIP Soft Phones and IP-Phones
![Page 7: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/7.jpg)
.
Call Center Feature – ACD
▪ Web Based Agent Interface
Agent Can login to the call center using the web based interface
▪ Reporting
Call Dispositions
ACD Reports
Real-time Dashboard
▪
Queue Strategy
Longest Idle agent
Round Robin
▪
Call Recording
All the calls offered to the ACD Services will be recorded.
▪
Agent Screen Popup
Qualtact can popup the custom URLs like CRM Screens while the
calls offered to the Agent
![Page 8: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/8.jpg)
.
Call Center Feature – Channels
▪ Inbound Voice
▪ Outbound Voice
▪ IVR (Self Service / Auto Attendant)
▪ Voicemail and voicemail notifications through email
▪ Hold / Transfer / Conference
▪ Backend UC / PBX integration
▪ Call recordings
![Page 9: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/9.jpg)
.
Agent Interface
![Page 10: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/10.jpg)
.
Agent Interface
![Page 11: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/11.jpg)
.
Agent Interface
![Page 12: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/12.jpg)
.
Call Center - Wallboard
▪ Real time Wallboard
• Service Matrix
• Agent Matrix
• Agent Live Status
• Current ACD Calls
▪ Customizable
▪ Readily available API
▪ HTML and JavaScript knowledge enough to develop own wallboards.
![Page 13: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/13.jpg)
.
ACD Wallboard
![Page 14: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/14.jpg)
.
Voicemail
![Page 15: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/15.jpg)
.
Voicemail – Email Notification
![Page 16: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/16.jpg)
.
Call Center Feature – IVR
IVR Designer
▪ Web GUI based, Drag and Drop, easy to use
▪ Rich IVR Call flow Development
▪ Easy GUI for IVR Designer users/developers
▪ Easy to Integrate any ODBC Supported Databases
▪ Third-party REST API Integration
▪ Office Working/Non-working and Holiday based IVR routing.
▪ Call transfers to Internal/ External numbers
▪ User self-Voice recordings
![Page 17: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/17.jpg)
.
IVR Designer – Scheduled Based Design
![Page 18: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/18.jpg)
.
IVR Designer – Third Party Integration
![Page 19: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/19.jpg)
.
IVR Designer – TTS Audio Generators
![Page 20: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/20.jpg)
.
Call Center Feature – Dashboard
Real Time Dashboards
▪ Real Time statistics displayed on Dashboards
▪ Role based user login (System Administrator, Administrator Quality
manager)
▪ Easy of User extensions and Gateway configuration
▪ Active call monitoring
▪ User Audit logs
▪ Service Status Monitoring
![Page 21: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/21.jpg)
.
Admin Dashboard
![Page 22: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/22.jpg)
.
Admin Dashboard
![Page 23: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/23.jpg)
.
Call Center Feature – Reports
Detailed Historical Reports
▪ Out of the box detailed reports
▪ Complete track of interactions and agent activity
▪ IVR Reports
▪ ACD Reports
▪ Outbound Reports
▪ User activity reports
▪ Call back and abandoned report
▪ Customized reports as per required templates
![Page 24: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/24.jpg)
.
Call Center Reporting
![Page 25: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/25.jpg)
.
ACD Reports
Available Fields
▪ Call Start Time
▪ Call Status
▪ Service name
▪ Agent Id
▪ ANI
▪ DNIS
▪ Call End Time
▪ Disposition
▪ Remark
▪ Queue Time
▪ Talk Time
▪ Wrap Time
![Page 26: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/26.jpg)
.
Agent Reports
Agent Break ReportAgent Login Report
![Page 27: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/27.jpg)
.
Call Center Feature – Administration
Web based System Administration
▪ Admin Dashboards
▪ Role based user login (System Administrator, Administrator
,Quality manager)
▪ Easy of User extensions and Gateway configuration
▪ Active call monitoring
▪ User Audit logs
▪ Service Status Monitoring
![Page 28: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/28.jpg)
.
Call Center Feature – Administration
▪ ACD Service creation
▪ Outbound Service for Manual Dialing
▪ CRM URL Popup configuration
▪ Agent Breaks
▪ Call Dispositions and Disposition Groups
▪ Workgroup
![Page 29: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/29.jpg)
.
Adam UI - Users
![Page 30: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/30.jpg)
.
Admin UI – ACD Services
![Page 31: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/31.jpg)
.
Admin UI – Call Disposition
![Page 32: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/32.jpg)
.
Admin UI – System Service Management
![Page 33: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/33.jpg)
.
Call Center Quality Features
▪ Built in IVRs script for Quality Survey
▪ Quality Survey Reporting Enhancement
• Survey Reports
• Standard NPS Results
![Page 34: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/34.jpg)
.
Quality Survey Report
Standard NPS results
![Page 35: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/35.jpg)
.
Quality Management Features
▪ Voice Recording
▪ Search, play, download/export historical recordings
▪ Quality Evaluations
• Evaluation Scorecard Templates
• Evaluation results
![Page 36: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/36.jpg)
.
Quality Management – Call Recording
![Page 37: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/37.jpg)
.
Quality Scoring & Evaluations
![Page 38: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/38.jpg)
.
Quality Scoring & Evaluations
![Page 39: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/39.jpg)
.
Quality Scoring & Evaluations
![Page 40: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/40.jpg)
.
Call Center – Feature Roadmap
▪ Call Transfer To Agents/ACD/IVR Service
▪ Call Transfer To External Numbers
▪ Call Conference
▪ Agent Productive Break
▪ Workgroup - Multiple Owners
▪ Agent Call Monitor (Call Barging)
▪ Recording Pause and Resume
▪ Service Schedule with Reroute Options
▪ Queue Messages.
![Page 41: Communicator | Call Centre | Quality Survey | IVR A ...](https://reader036.fdocuments.us/reader036/viewer/2022062301/62a58faa823aa76ca60c06cb/html5/thumbnails/41.jpg)
Contact Us
Sales
Tanmoy Das [email protected]
+65 9128 7081
+65 9839 1437
Tecnomic Systems Pte. Ltd.#08-12, Cendex Center, 120 Lower Delta RoadSingapore
Product & Technical
Bilal Siddiqui [email protected]
+61 4358 99001