System Call Center · System main functions •PBX integration •Calls history •Agent’s...
Transcript of System Call Center · System main functions •PBX integration •Calls history •Agent’s...
http://www.ctisolutions.pl
Naso CC Statistics & Call Center system
version 2.0
CTI Solutions
http://www.ctisolutions.pl
System main functions
• PBX integration • Calls history • Agent’s application
– Displaying call information – Clients database
• Supervisor’s application – On-line status of all agent’s status / phone lines – Statistics on calls and work performance – User / lines management
– Dialer – outbound call management
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System main functions
Agent’s application – Agent’s application allow to log to the system which is also logging to Hunt Groups and notification
that agent is ready to process calls. Agent see all information on incomming call (caller ID, customer name, infoline) before anwsering a call. Changing statuses allows to report time used for calls and other activities. Agent can see customer’s history, missed calls, number of waiting customers in all infoline queues. Application have built-in IP softphone.
• Functions – Loging to system
– Changing statuses (active, different types of break)
– Info on incomming call
– Info on infoline queue
– Info on availability of co-workers
– Customers database
– Displaying information on incomming call (client’s name, company type, comments)
– Possibility to comment call / select call type (from predefined list)
– Automatic dialing (depending on phone type)
– History of own calls / call of selected client
– History of own statuses
– Build-in IP softphone
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System main functions
Supervisor’s application – Supervisor’s application allow to view current status of all agents, queues on Infoline, preparing
analysis on agents work (list of calls, numer of processed calls, agents work performance). It also allows to define lines, users, hunt group assigments. Multilevel user rights allow to define users managing different departments on company.
• Functions: – current status of all agents
– current status of all lines (call direction, caller id, time of call start)
– status of hunt groups
– list of all calls with different filter criteria
– list of statuses of agents with filter criteria
– information on hunt groups (currently logged agents, free agents, talking)
– reports on agents work (work duration, numer of calls processed, number of calls missed, workload on infolines)
– reports on calls based on different criteria (call direction, infoline, agent, duration of call, direction)
– hourly distribution of calls (investigating peak hours) splited by answered / missed calls
– System configuration (users, lines, hunt groups)
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System main functions
Dialer – Module for automatic outboud campaigns with defined clients target group, assigned agents and
scripts for agent’s support during talk.
• Functions – Campaign definition
– Script scenario
– Assigned agents
– Target group
– Activity time (days of week, hours)
– Automatic dialer – Search for free agent, dialing to client
– Displaying form with script scenario of call
– Scripts / reports – Defining scripts for call (script editor)
– Registering anwsers from client
– Campaign statistics – Perforemed calls
– Agents efficiency
– Number of wrong numbers
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System architecture
• System consists of 3 elements: – Server application with PBX comunication
– Agent’s application
– Supervisor’s application
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Naso CC – versions
• Availiable versions
– Naso CC (both agent and supervisor program)
– Naso CC LITE (only supervisor program, agent logs to system via phone)
– Naso CC Mix ( mixed licencing of Naso CC (minimum 5 licences) and Naso CC LITE
– Naso CC + Percula CRM (supervisor program, CRM program for agent with builtin Naso agent application)
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Naso CC – sample usage
• Phone trafic analysis
• Infoline support
• Sales department support
• Call Center systems
• Service department management (client identification, registering issues in CRM)
• Outbound traffic – automatic dialer
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Naso CC Agent
Agent’s application
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Naso CC Agent – main functions
• Loging to system • Changing statuses (active, different types of break) • Info on incomming call • Info on infoline queue • Info on availability of co-workers • Customers database • Displaying information on incomming call (client’s name, company
type, comments) • Possibility to comment call / select call type (from predefined list) • Automatic dialing (depending on phone type) • History of own calls / call of selected client • History of own statuses • Build-in IP softphone
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Naso CC Agent application
Phone status, Call duration
Client’s info
Missed calls info
Built-in softphone (option)
Co-workers status
Changing agent’s status
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Naso CC Agent incoming call
Phone status
Info on client
Possibility to configure actions on incomming call: • pop-up window of Naso CC with full info on incomming call •„notify icon” with basic call info (client, caller id)
„notify icon” with basic info
Call history of a client
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Naso CC Agent - call in progress
Phone status, Call duration
Client’s info
Comments on call, Type of a call
Co-workers status
Client’s call history
Redirect to co-worker
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Naso CC Agent – call history
Browse call history
Quick access to Missed calls
Filter criteria for calls
Calls list: •Type •Status •Date •Phone number •Client •Comments on call (with possibility to change)
History of status Changes from today
Possibility to dial to client
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Naso CC Agent – clients database
Editing comments on client
Click to dial client
List of clients, search
Edit client’s data
Call history
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Naso CC Agent – clients database
Add new clients
Auto fill-in phone number during conversation with new client
Different types of clients: Person, company, employee
List of predefined types of company
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Naso CC Supervisor
Application for
supervisor / administrator
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Naso CC Supervisor
• Main functions – current status of all agents
– current status of all lines (call direction, caller id, time of call start)
– status of hunt groups
– list of all calls with different filter criteria
– list of statuses of agents with filter criteria
– information on hunt groups (currently logged agents, free agents, talking)
– reports on agents work (work duration, numer of calls processed, number of calls missed, workload on infolines)
– reports on calls based on different criteria (call direction, infoline, agent, duration of call, direction)
– hourly distribution of calls (investigating peak hours) splited by answered / missed calls
– System configuration (users, lines, hunt groups)
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Naso CC Supervisor
Info on infoline (if availiable on incoming call)
Call info (numbers, direction, duration)
Agent’s info (name, current status, when changed)
On-line overview of all lines / agents
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Naso CC Supervisor
Online overview of groups
Number of busy agents
Number of logged in Naso agents number of availiable agents
Group members
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Naso CC Supervisor calls history
Info on call (numbers, direion, client, anwser time, comments, type)
Criteria for calls search Export calls
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Naso CC Supervisor calls reports
Number of calls per type
Criteria for reports (date range, agents) Number of calls splited by type and agent
Number of calls per infoline
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Naso CC Supervisor calls reports
Hourly calls distribution (per call type) Agent’s activity report: •Number of calls per type •% of missed calls •Calls duration •List of calls
Agents work time (by statuses)
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Naso CC Supervisor agents statuses
• Statistics on agents statuses
– Statuses list (with different search criteria)
– Number of calls per type for each status change
– Summary reports
– Data export
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Naso CC Supervisor clients database
Add new clients Import from file
Client’s data
Client’s call history Client’s edition
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Naso CC Supervisor system configuration
User management / user rights
User configuration: •Assigned line •User rights •Automatic login on startup •Enable Softphone
System settings
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Dialer
Outbound calls module
Automatic dialer
*) english version available on September/November 2012
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Main functions
Dialer – Module for automatic outboud campaigns with defined clients target group, assigned agents and
scripts for agent’s support during talk.
• Functions – Campaign definition
– Script scenario
– Assigned agents
– Target group
– Activity time (days of week, hours)
– Automatic dialer – Search for free agent, dialing to client
– Displaying form with script scenario of call
– Scripts / reports – Defining scripts for call (script editor)
– Registering anwsers from client
– Campaign statistics – Perforemed calls
– Agents efficiency
– Number of wrong numbers
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Dialer – campaign definition
Basic info on campaign
Current status
Clients target group
Agents in campaign
Report on performed survey
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Dialer – script definition
Question list
Add new question
Defining next question (possibility to define different question depending on anwser)
Question type: drop down list, text, number, yes/no
Next question
Available anwsers to question
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Dialer – performing calls
• Criteria for selecting clients from target group – Campain status (active)
– Day of week, hour (defined as active time for campain)
– Agent’s availiability
– Maintaing time break between agents calls (defined)
– Availability of clients (not performed or scheduled for specific date/time)
– Registerging call rejections
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Dialer – performing call
Info on dialed client
Schedule day/time of call/survey
Wrong number, reason
Perform survey
Survey window after anwsering call:
Registering rejection of call
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Dialer – performing call
Script during talking with client, displaying next question to client
Possible anwsers
Call summary, possibility to add comment
Answered quiestions
Waitng for next call, time remaining To next call
Question
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Naso CC - licencing
• Supervisor’s licence
– Minimum 1 licence: statistics, system configuration
• Agent’s licence / line licence
– Availiable options (active modules):
Agent’s version Call monitoring
Agent’s
application Dialer * CRM **
Naso CC Agent LITE X
Naso CC Agent X X X
Naso CC + Percula CRM X X X
Naso CC + Percula CRM + dialer X X X X
* Dialer will be availiable in english in October/November 2012 ** Percula CRM will be availiable in english in mid of 2013
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Demo version
• Demo version is availiable at http://serwis.ctisolutions.pl
• Demo limitations: – 30 days trial period – 1 „supervisor” – 2 „agents”
• Easy migration to full version – only replacement of licence without new configuration of system