agenTel 5'0

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(No Transcript)
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• Product Presentation

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About Voxtron

• Voxtron (1994) is an international group
  specialized in Contact Center software, based on
  a very strong IVR background. Voxtron is
  headquartered in Belgium, with offices in
  Germany, The Netherlands, Turkey, Italy, Hong
  Kong, India, Indonesia, Thailand, Dubai,
• Voxtrons goal is to make the communication
  between companies and their customers both
  efficient and agreeable. The way incoming calls,
  faxes and e-mails are handled is crucial in
  creating a professional company image.

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PBX independent

• Integration out of the box with more than 150
  different PBXs
• Monitor phones (3rd party TAPI), transfer calls,
  activate message waiting indicator, receive call
  information (CLIP, DID, redirecting number,)
• Universal ways to connect
• Analogue lines
• Digital lines (BRI, PRI) Q.SIG, Euro ISDN
• VoiP (H.323, SIP) RTP, H.450

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What can agenTel MEAN for you?

• Prevent customer contacts from getting lost
• Transfer calls, faxes and emails immediately to
  the right person (that is available!)
• Improve the relationship with your customers
• Who is calling? Integrate with your (CRM)
  software.
• Launch outbound campaigns to get feedback of
  customers
• Get new customers
• Launch outbound campaigns to potential new
  customers
• Make your life easier
• Handle calls automatically with the built-in IVR
• Control your telephone with the built-in
  softphone
• Send faxes without leaving your office
• Get an insight in your contacts
• Know what is going on in realtime
• See what your people are doing
• Extract statistical reports

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What can agenTel DO for you?Routing Statistics

• AgenTel intelligently routes your incoming
• calls
• e-mails
• faxes
• AgenTel includes statistics software that enables
  you to
• get reports that
• give you a clear view
• of your agents and contacts

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What can agenTel DO for you?Campaigns

• AgenTel can import a list of contacts and call
  them automatically when agents are available to
  handle the call
• Calls, emails, faxes and campaigns happen at the
  same time count on agenTel to keep track of them!

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What can agenTel DO for you?Client Integration

• AgenTel includes client software that
• Enables you to send faxes right from your
  computer
• Control your phone from your computer
• Displays pop-up on your computer of whos
  calling, e-mailing, faxing,
• See your colleagues and what they are doing
• See the customer contacts that are waiting
• AgenTel can be integrated into your
  infrastructure
• use your existing (customer) data
• use your existing CRM software

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How does agenTel route contacts?

• Skill-based routing
• Assign skills to the contact
• emails based on the body, subject, from, to
• Calls DID, CLIP, IVR asks questions
• Faxes fax number, sender ID
• Campaign calls general skills, contact dependent
  skills (csv)
• route the contact to the agent most closely
  matching the required skills.
• Agent-based routing
• Longest waiting agent
• Agent with smallest load
• Agents to which the caller spoke the last time
• Time-based routing
• A contact gets more important the longer it has
  to wait

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Understanding agenTel
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AgenTels IVRWhat does it do?

• AgenTels IVR is responsible for
• Answering the calls
• Assigning skills, priority and data (for
  integration)
• Deciding if the call has to go to an agent
• Transferring the call to the most appropriate
  agent
• Receiving and sending faxes
• Making calls for campaigns
• If connected, transfer the campaign call to an
  agent
• Based on Voxtrons Axxium technology also used to
  implement e.g. phone banking systems!
• Extremely powerful, advanced features include
• Speech recognition
• Text-to-speech
• 3rd party integrations (TCP/IP, XML, HTTP,)
• Includes pre-recorded voice prompts in over 20
  languages

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AgenTels IVRGUI

• A Graphical development tool allows you to create
  your dialog without any programming.
• You design the call flow just by drawing it.
• Great flexibility you can make (small) changes
  yourself.
• Only 12 icons allow you to make any application.

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AgenTels IVREasy to use icons
Play messages, variables, concatenated speech
Ask DTMF input, build menus
Perform different actions on time of day, date,
holidays,
Record message over the phone
Ask user which language to speak, set call flow
language
Transfer calls
Fax on demand
Interface to any ODBC-compliant database
(add,update,)
Manage voicemail boxes record and listen to
messages
Perform calculations on variables
End the current call
Use Axxium Plug-Ins to offer advanced
functionalities.
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AgenTels IVROptimal use of channels

• Faxes, incoming and outgoing calls (campaigns)
  all use the same telephony connection to the PBX
  ?optimal usage of your communication channels

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AgenTels E-mail RoutingOverview

• Assign skills, priority and data (for
  integration) to an e-mail message using
• E-mail rule wizard, based on subject, to, from
• PERL based scripting (for advanced users)
• Discard e-mail messages
• Forward the e-mail message to the most
  appropriate agent
• Manipulate the e-mail addresses so that the
  agents personal e-mail address is never visible
  from the outside
• Detect reply of agent and put agent FREE again
  (after wrap-up)
• Agent replies with his/her normal e-mail client!

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AgenTels E-mail RoutingConfiguration Rules
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AgenTels administrationOverview

• Configure
• Users
• Skills
• Contact codes
• Groups
• Pause reasons

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AgenTels administrationSkills

• Unlimited number of skills
• Skill importance the importance of the skill
  with respect to the other skills.
• Mandatory skills
• Contact can only go to an agent having this skill
• Mandatoryness can expire after certain time
• Examples of skillsthe knowledge of a certain
  product, language, commercial feeling, etc...

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AgenTels administrationAgents

• Each agent has a user name, password, first name
• Assign skills to agent with agent-dependent skill
  knowledge
• Wrap-up time individually configurable per agent
  ()
• Disable free seating ?continously monitored
  agents
• Assign agent to group(s)
• Define which agents the agent sees in his/her
  agent monitor
• Define agents interactions.Is agent allowed to
  handle incoming calls or emails?
• Yes/No
• Agent can choose at login
• Define agent permissions regarding sensitive info

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AgenTels administrationGroups

• Assign name to group
• Assign skills to group
• Assign agents to group
• Assign skills to agents by placing them in
  group(s)
• Agents inherit skills of the groups they belong
  to
• Keep it simple, no groups in groups

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AgenTels administrationContact Codes

• Yes/no markers useful for statistical purposes
• Representation in a tree
• Mandatory contact codes possibility to configure
  that at least one contact code must be assigned
  by the agent

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AgenTels administrationPause reasons

• Define up to 10 different pause reasons
• Default pause reason used for automatic on
  pause (when agents keyboard or mouse not moved
  for certain period, or when screen saver is
  launched)

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AgenTel ClientLogin

• Two step login
• Step 1
• Agent can select language
• Agent enters user name and password
• Step 2
• Agent selects what contact types to handle
  (calls, emails, faxes)
• If free seating is allowed agent enters
  extension
• Agent can select initial status
• PC-less agents are also supported
• login by team leader
• login via the phone (IVR)

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AgenTel ClientMinimal desktop use

• Keep your desktop free for your real work
• Minimize to system tray
• System tray popup messages
• PIN buttons for WM AM

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AgenTel ClientF11 quick dial

• Automatically dial any phone number out of any
  application by selecting it and pressing F11

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AgenTel ClientMaximized
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AgenTel ClientMain window
Campaign Center
Fax Center
Soft phone (active TAPI) control your phone via
your computer
Each contact displayed in tab
Contact information notes
contact codes
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AgenTel ClientAgent monitor

• See the other agents and what they are doing
• PIN the agent monitor to your desktop busy lamp
  field
• The team leader can log off/log on/pause an agent
  remotely

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AgenTel ClientWaiting monitor

• See the contacts that are waiting
• The team leader can direct waiting contact to a
  particular agent
• Highlight calls in waiting monitor that require a
  mandatory skill not present in the CC (with
  suggestion of agents who possess this skill)

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Agent ClientFAX Center, search
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Agent ClientFAX Center, viewing a fax
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Agent ClientCampaign Center, overview
Only visible for team leaders and administrators
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Agent ClientCampaign Center, add campaign
(properties)
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Agent ClientCampaign Center, add campaign (csv
import)
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AgenTel ClientDifferent contact types
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AgenTel ClientPopup direct call
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AgenTel ClientPopup email
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AgenTel ClientPopup campaign call
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AgenTel ClientPopup FAX
View the fax inside the agent client!
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AgenTel ClientSending of faxes
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AgenTel Client, automatic update
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AgenTel Client, Microsoft Outlook integration

• Search in your (shared) contacts
• Add new contact if not found
• Add to your journal

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AgenTels statisticsFeatures

• Accessible by team leaders and administrators
• Real-time statistics
• Export to .csv file (import in e.g. MS Excel) or
  .html file
• Schedule statistics
• Send via email (HTML .csv)
• Save to a folder
• A lot of customizable reports, divided in 6
  categories
• emails, calls, faxes, campaigns
• Skill reports (per skill and per time interval)
• Agent reports (per agent and per time interval)
• Contact code reports (per contact code and per
  time interval)
• General reports (per time interval)
• Custom reports
• Agents
• Logon reports

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AgenTels statisticsGUI
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AgenTels statisticsE-mailed to you
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AgenTels wallboard

• Highly customizable
• Parameters per skill e.g. calls waiting for
  English
• LAN wallboard (viewed in web browser) and LED
  wallboard
• Define thresholds to highlight parameters when
  they go out of a predefined range
• Different wallboards for team leader, agent

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Integrating agenTel in your (existing) IT
infrastructure

• Integrate on IVR ? Axxium Plug-In components
• Integrate with the standard agentsoftware?
  agenTel Client SDK (Free)
• TCP/IP XML
• COM
• HTML
• Toolbar
• Server SDK (Free)
• Custom statistics
• Custom wallboard
• Replace the standard agent software with your own
  ? Agentel Partner Program (payable)

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AgenTel is extremely flexible

• Webpages viewed insidetheagentclient

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The 3 levels of high availability
Cold stand-by
Single server with regular backups

• Standby machine is switched off
• Regular backups are taken from active machine
• On failure, active machine is replaced by standby
  machine and latest backup is restored

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License modelOverview

• All licenses are concurrent
• IVR ports
• Office client license (mandatory per agent)
• Possibility to login, active TAPI toolbar
• Usage of waiting monitor
• Usage of agent monitor
• Popup for direct calls (pure CTI)
• Fax license send/receive faxes
• Inbound call licenses
• Outbound campaign licenses
• Email licenses
• Continuously monitored extension licenses

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License modelContinuously monitored extensions

• agenTel 6.0 can have agents that
• have free seating disabled ? their extension has
  been predefined by the administrator
• free-seating-disabled agents thus always have a
  known extension
• Administrator can select to always monitor the
  extension of a free-seating-disabled agent
• statistics of non-cc calls are available even
  WHEN THE AGENT IS NOT LOGGED IN
• The administrator can only switch-on as many
  always monitor this extension check boxes as
  there are continuously monitored extension
  licenses.

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License modelCME extra available statistics

• Statistics of direct (non-cc) calls are available
  even WHEN THE AGENT IS NOT LOGGED IN

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AgenTel additional

• Out-of-the-box voicemail with voice to email
• Recording customer agent conversation ? project
  basis (tromboning)

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References

• ABN-AMRO, BE
• CC-Bank TeleCenter, DE
• Würth DE
• Ethias, BE
• Otis, NL
• Patientline, NL
• Deutsche Bahn, DE
• .

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Top applications

• Order desk
• Sales Hotline
• Support Hotline
• Phone banking Call Center
• Ticket reservation
• Alarm security Hotline
• Tele secretary
• (Muliti company) front desk

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System requirements

• IP based LAN
• agenTel Server components (IVR, ICD, ERS, CTI)
• Computer capable of running Win 2000/XP/2003
• Compatible PBX / VoIP Gatekeeper
• 3rd party TAPI interface
• Single line transfer protocol (ECT, ICT, Q.SIG,)
  otherwise tromboning is used (takes more lines)
• Call information (CLIP, called number, div. call
  info)
• MWI (if voicemail)
• Telephony board
• CAPI-compliant voice cards (Eicon Diva Server)
• Intel (Dialogic) board (Digital or Analogue)
• VoIP connection
• For e-mail routing SMTP, POP3 or IMAP server
• For voice to e-mail functionality SMTP server
• For FAX the telephony board should support FAX
• agenTel Client (agent, team leader, admin)
• PC capable of running 2000/ XP/2003

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Why choose agenTel?
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Questions answers

• www.voxtron.com/agentel