Call Center

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Call Center
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Technology Roadmap

• Basic Call Processing
• ACD (Automatic Call Distributor) Central point
  for all
• Real-Time Historical Reporting
• Conditional Call Routing Lexicon
• Open DataBase Connectivity (ODBC)
• IVR (Interactive Voice Response)
• CTI Data Link (Computer Telephony Integration)
• Workforce Management Tools (WFM)
• Intelligent Call Processing
• E-Mail
• IP Transactions
• Web Call back

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Definitions

• Basic Call Processing
• Define a Target Group
• Define Delay Announcement(s)
• Define Overflow Target Group
• Real-Time Historical Reporting
• Historical Reporting
• Enables Planning the Work
• Real-Time Reporting
• Enables Reacting to Deviations from Work Plan

• Conditional Call Processing Lexicon
• Sophisticated Rules-Based Call Routing
• Key Elements to Consider
• If..Then Statement
• Number Kind of Variables
• For Example
• If Sales Service Level lt80, Then Offer Call to
  Customer Service
• Powerful Variables
• Service Level
• Calls Waiting
• Average Speed of Answer
• Number of Agents Available

4
Definitions

• ODBC Reporting
• Add Business Data to Contact Center Reports
• Enterprise Access to Contact Center Data
• CTI Data Link
• Screen Pops
• Saves Agent Time
• Personalizes Interaction
• Promotes Loyalty

• IVR
• Robot Agents
• Increasingly Accepted
• Handles Simple Transactions
• Natural Language, Speaker Independent
• Very Powerful
• Very Customer Pleasing

5
Definitions

• Workforce Management Software
• Accepts History from Contact Center Data
• Provides Forecasts
• Call Volume
• Transaction Time
• Define Agent Shifts Preferences
• Generates Agent Schedules
• Real-Time and/or Historical Adherence

• Intelligent Call Processing
• Customer Relationship Management
• Identify Who is Calling
• Evaluate Worth to the Company
• Route Accordingly
• Treating Different Customers Differently
• Pareto Customers
• 20 of Customers Yield 80 of Revenues
• Some Customers Not Worth Having

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Web-Mail Automation
Auto-Response
Automated Email Agent
Databases
Messages
Complex Messages
Suggested Responses
Email ACD
Message Tracking and Workflow
Web Messages
CSR
Call Center Manager
Firewall
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From Call Centers to Contact Centers
IP
PSTN
Gateway
IP
PSTN
Fiber Network
IP
PSTN
Gateway
ACD Voice Server
IP
Station Wiring
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MultiMedia Contact Center
CTI Server