Intelligent call handling for customers and agents'

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Intelligent call handling for customers and
agents.

• On Deck provides Toshiba customers with a high
  end set of features for the small to medium-
  sized call center. Designed to match callers to
  the right staff members and maximize employee
  productivity.

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On Deck brings a potent set of ACD functions to
your Toshiba communications system.
Just look at these highlights

• Message Queuing
• Priority Queuing
• In and Out of Queue without Status Loss
• Silent Messaging
• Real-time Statistics MIS reporting HTML and
  StatPk formats
• Queue Time Announcements
• Optional Call Accounting/MIS Reports

• Skills Based Routing
• Five (5) Multiple Log-In Groups
• Push or Pull Call Distribution
• Agent Profile Programming
• Uniform Call Distribution
• Optional Echo Centralized Voice Logging

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Project Request Form

• http//www.uspnet.com/project_request_form.asp

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Envoyé An
Exclusive OnDeck Feature

• Customer has the option of waiting in Queue or
  leaving a message that will be in the Queue as if
  they waited in line saves 800 charges and the
  customer gets the level of service they deserve
• The messages left in the customer service voice
  mailbox are retrieved by Envoyé and then held in
  line for the next available agent with agent
  software saves on telephone lines and customer
  time

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The Windows GUI for the Envoyé agent messages.
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Ultimate! Envoyé Estimated Annual Toll Savings

• Envoyé reduces toll charges by eliminating queue
  hold time for callers. Callers leave messages,
  which are queued and presented to agents in the
  order received. Agents call customers back,
  spending only the amount of phone-time required
  to handle the customers request. The tables
  below are based on the following assumptions

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Ultimate! Envoyé Estimated Annual Toll Savings

• Agents work eight-hour days, five days a week,
  fifty weeks per year.
• Incoming toll-free charges are five cents per
  minute
• Outgoing long distance charges are five cents per
  minute
• The average message left by a caller is one
  minute long

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Estimated Toll Savings with 4 Agents
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Estimated Toll Savings with 10 Agents
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Estimated Toll Savings with 25 Agents
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Ultimate! Envoyé Estimated CO Circuit Savings

• By eliminating queue hold time for callers,
  Envoyé reduces the number of CO circuits required
  to handle the same number of calls in a
  traditional call queuing system. Savings
  realized by eliminating these no-longer-used CO
  circuits are in addition to savings on toll
  charges. These tables show the difference in
  terms of average number of lines in simultaneous
  use on an Envoyé system compared to that of a
  traditional call queuing system. The average
  message duration is assumed to be one minute.
  Grayed entries reflect configurations that exceed
  Envoyés limit on number of messages in queue.

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 Estimated Number of CO Circuits Saved with 4
Agents
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Estimated Number of CO Circuits Saved with 10
Agents
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Estimated Number of CO Circuits Saved with 25
Agents
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On Deck Priority Queuing

• Match chosen customers to faster service
  increases profit and pleases customers
• Identify Priority Customers by D I D / A N
  I / D N I S / C I D / Account Code, or line,
  trunk or circuit gives you many service options

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On Deck Skills Based Routing of Calls

•  Match customers by language, credit terms
  discounts, product or service needed
  intelligent routing of calls
• Match customers to the agent best able to serve
  them saves time and reduces confusion

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On Deck In and Out of Queue Status

• Customers who leave the Queue to talk to someone
  like the receptionist still retain service status
  when re-entering the queue customers dont feel
  trapped

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On Deck Queue Time Announcements

• As customers enter the ACD they hear how long the
  last customer are waited for service if the
  time is too long they can choose to leave a
  message queue recording with Envoyé or call later
  
• Or as customers enter the ACD they hear the
  current number of customers still ahead and
  waiting for service if the number is too high
  they can choose to leave a message queue
  recording with Envoyé or call later

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The On Deck agent software provides a GUI
interface to log in / log out, see the queue
times, and number of people waiting in queue.
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On Deck Silent Messaging

• Agents with agent software a network can
  request information and get answers real-time
  improves response time, decreases phone time, and
  increases agent confidence
• Silent messages have flexible routing options
  requests can be targeted to supervisors, product
  specialist, ACD group or all groups

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On Deck Multiple Log-In Groups

• Agents can log into as many as five groups at a
  time calls are distributed based on priority,
  skills, number of calls in queue and length of
  time the customer has been waiting
• Each agent has a profile of priorities that blend
  with the customers status to direct the calls to
  the right agent the Ultimate! ACD for both
  customers and agents!

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On Deck Agent Profile Programming

• Each agent can have a personalized profile of the
  kind of calls they receive and when they get
  those calls- maximize the agents skills and
  experience
• The profile of each agent can be different for
  each group they log into they can back up a
  group when the time waiting gets to long or the
  number of customers in queue is to high
• Agents not logged in to any or all groups can
  still get calls if needed On Deck is flexible

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On Deck Push Pull Call Distribution

• Push distribution forces the phone to ring at an
  idle agents telephone keeps idle agents
  answering customers calls
• Pull distribution with agent software allows
  eager agents (commission based) to serve more
  customers faster service and happier agents

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 On Deck StatPak - Snapshots of ACD Statistics

• Snapshot or Real-time information about Log In
  time, Calls taken, Call time, Dropped calls all
  supervisors or managers can have this software
  option
• HTML Reports View On Deck MIS statistics
  through your browser and get updated data every
  minute, hour, day month

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OnDeck Uniform Call Distribution

• On Deck can distribute calls uniformly during a
  session - prevents agent burnout
• Uniform Call Distribution can managed on a per
  group basis group programming is flexible
• Uniform Call Distribution empowers the supervisor
  centralizes the ACD decision-making

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Optional On Deck Applications

• Agents with Echo computers automatically record
  customer calls. The recordings can be e-mailed to
  the supervisor great training tool for agents
  supervisors
• Company-wide Ultimate! Call Accounting - Saves
  money for telephone operations, ACD staff, and
  voice mail hardware

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On Deck Technical Information

• Requires MS Windows 95, 98, NT, 2000, or XP Pro
  operating systems
• See general description for detailed technical
  information
• May require additional labor charges or agent
  software