One contact v2.4 - The Next Generation Contact Center
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One Contact v2.4
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The Next Generation IP Multimedia Contact Center. Unified communications as horizontal enterprise applications, are on the move… expanding… and fast! Their next stop is the contact center. Are you joining in... or will you be a spectator all your life?
Transcript of One contact v2.4 - The Next Generation Contact Center
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
Yes, please use this voucher discount for internet customers:
KU64532I
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
