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Click to edit Master title style • Click to edit Master text styles –

Click to edit Master title style • Click to edit Master text styles – Second level CTI Contact Center – Fourth level » Fifth level For Customer. Soft ESP • Third level 12/5/2020 1

Click to. What edit is. Master title style the CTI Contact Center • Click

Click to. What edit is. Master title style the CTI Contact Center • Click to edit Master text styles – Second level The CTI Contact Center is a full featured call • Third level center application tightly integrated with the – Fourth level Customer. Soft ESP CRM & Helpdesk solution. » Fifth level The CTI Contact Center delivers a full suite of CTI call center capabilities to Customer. Soft ESP users, including Interactive Voice Response (IVR) and Screen Pops. 12/5/2020 2

Get With Click to. What edit You Master title style CTI Contact Center •

Get With Click to. What edit You Master title style CTI Contact Center • Click to edit Master text styles – • Second level the power of Customer. Soft ESP and By combining • the Third level CTI Contact Center the call center can leverage – Fourth level technology to maximize efficiency and leading edge » Fifth level profits. • In the past true CTI enabled call centers have been expensive to deploy and maintain. CTI Contact Center and Customer. Soft ESP make the same set of features available at a very affordable cost. 12/5/2020 3

Standard Packages Click to edit Master title style CTI Contact Center • Click to

Standard Packages Click to edit Master title style CTI Contact Center • Click to edit Master text styles – Second level CTI Contact Center • Third level (PCC-R) Restricted – Fourth level » Fifth level Delivers a full featured IP Based Contact Center that delivers an out of the box CTI enabled Call Center. 12/5/2020 CTI Contact Center Un-Restricted (PCC-UR) Delivers all the Features of the PCC-R with additional custom development tools, Web Chat, & Collaboration, and is designed to meet the needs of a custom 4 designed Contact Center

Features Of CTI Click to. Standard edit Master title style Contact Center-R • Click

Features Of CTI Click to. Standard edit Master title style Contact Center-R • Click to edit Master text styles – Second level • IP PBX • Third level • ACD – Fourth level • Auto Attendant (IVR) » Fifth level • Screen pops • Software Phone w/complete call controls • Call transferring and conferencing • Remote call center agents 12/5/2020 • Real-time ACD call statistics • Historical Reporting • Call Monitoring • Recording • Presence Management • Unified Messaging • Distributed Contact 5 Center

Standard Features Of CTI Click to edit Master title style Contact Center-UR • Click

Standard Features Of CTI Click to edit Master title style Contact Center-UR • Click to edit Master text styles – Second level • Third level of PCC-R • All Features – Fourth level • E-mail routing/queue » Fifth level • Web chat • Skills based routing 12/5/2020 • Web Collaboration • Custom IVR application development tools 6

Center Click to. CTI edit. Contact Master title style Add-On Capabilities • Click to

Center Click to. CTI edit. Contact Master title style Add-On Capabilities • Click to edit Master text styles Second level CTI–Contact Center UR & R • Third level • PBX Integration Package – Fourth level • Redundant Fail-Over Systems » Fifth level • Marketing On Hold applications • Advanced Call Recording • Speech Recognition • Automated Email Response System, E-FAQ (integrated with Contact Center) 12/5/2020 CTI Contact Center UR Only • IVR Development Tools (COM, SOAP, ODBC, XML, etc. ) • Automated Fax on Demand • Predictive Dialing • Self Service IVR Packages • Advanced Text-to-Speech 7

Click to edit Master title style • Click to edit Master text styles –

Click to edit Master title style • Click to edit Master text styles – Second level CTI Contact Center Value and Benefits • Third level – Fourth level » Fifth level 12/5/2020 8

Click to. Customer edit Master. Service title styleand Satisfaction • Click to edit Master

Click to. Customer edit Master. Service title styleand Satisfaction • Click to edit Master text styles – Second level Customers. . . • • Third level –– Fourth Wantlevel Anytime, Anywhere, Anyway » Fifth level communications • Voice, FAX, E-mail, Web – Need both self service and live service options – Want to eliminate multiple agent hand-offs 12/5/2020 9

Click to. Efficient, edit Master title style Effective Operations • Click to edit Master

Click to. Efficient, edit Master title style Effective Operations • Click to edit Master text styles – Second level Agents • • Third level want simplified tools to communicate –with Fourthcustomers level » Fifth level want multi-channel, multimedia • Supervisors management tools • Administrators want a single point of administration across all contact points 12/5/2020 10

Administrators Click to edit Master title style Main Benefits • Click to edit Master

Administrators Click to edit Master title style Main Benefits • Click to edit Master text styles – Second level • On-site System Control • Third day-to-day level – Manage call processing control – Fourth level • Ease of administration » Fifth level – Use a single administrative interface for users and skills across interaction types – Manage multimedia interaction workgroups – Manage system resources such as voice, stations, integration points • Ease of Customization 12/5/2020 11 – Use a graphical tool to build custom interaction processing

Click to edit. User Master title style & Supervisor Main Benefits • Click to

Click to edit. User Master title style & Supervisor Main Benefits • Click to edit Master text styles – Second level • Agent Control • Third level – Desktop GUI to control and manage all interactions – –Fourth level Screen Pops - CTI without the “I” Fifth level – » Remote Agent Capable • Supervisory Tools – Monitor all interaction types through a single graphical console – Run reports for all interactions – Set real-time alerts for all interactions 12/5/2020 12