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© 1Copyright © 2016 CCT
CCT ContactPro
Omni Channel Agent Desktop for SEDC
See a world class Agent Desktop Solution
delivered by
©
Convergeone at a Glance
Founded in 2005 with
headquarters in
Eagan, Minnesota
Blue chip, diversified
customer base, including
51% of the Fortune 100
and 40% of the Fortune
500
Strategic partnerships with
leading vendors resulting in
tailored, best-of-breed
solutions for customers
1,350 employees with
more than 680
engineering resources
carrying over 1650+
certifications
Nationwide operations
Long-term, deep customer
engagement through
design, implementation,
and ongoing management
of solutions and systems
Two state-of-the-art
redundant NOCs
staffed 24x7, 365 days
a year
Recognized as a top IT
solutions provider by
manufacturers and
industry organizations
© Copyright 2016. Private and confidential.
Our Family of Companies
CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade
names or registered trademarks of their respectiv e companies / owners. 3
The Omni-channel Architects
Productive interactive Omni-Channel agents
Outstanding customer interaction
100% focused on UC & CC
Long history with AT&T, Lucent, Quintus &
Avaya, Genesys, Microsoft
Outstanding Partner’s
Located in Europe and USA
Germany: Frankfurt, Augsburg, Leipzig, Dortmund
Switzerland: Zurich
USA: North Miami FL, Philadelphia PA
CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade
names or registered trademarks of their respectiv e companies / owners.
©
CCT Focus
4
InteractionManagement
Routing/Reporting
©
One Unified Desktop for all Avaya platforms
5Copyright © 2015 CCT
ContactPro Application HostContactPro Application Host
Desktop
Certified SDK/API to SDK/API connection to guarantee support and to give greatest flexibility
CP
G-Connect
CP
G-Connect
Genesys
SIP Server
Genesys
SIP Server
Genesys
Media
Plattform
SDK
Genesys
Media
Plattform
SDK
Skype
Cloud PBX
Skype
Cloud PBXSession Manager / System Manager / A-ESBCSession Manager / System Manager / A-ESBC
Microsoft
Skype for
Business
Microsoft
Skype for
Business
Oceana
on
Breeze
3.2
Oceana
on
Breeze
3.2
AICAIC EMCEMC AAEPPOM
AAEPPOM
ACM Elite - CMS
ACM Elite - CMS
AES DMCC
Telecommuter
AES DMCC
Telecommuter
APSPresence
Server
APSPresence
Server
CP
Skype Connect
CP
Skype Connect
Oceana
CC SDK
Oceana
CC SDKAICAIC EMCEMC
POM POM CPCP
OutboundOutbound
AESAES
Channel Control (automatic / manual)Channel Control (automatic / manual)Presence
Service
Presence
ServiceAnalyse Service
Dashboard, Reporting,
Supervisor
Analyse ServiceDashboard, Reporting,
Supervisor
©
ContactPro Omni Channel Agent Desktop
6
Omni-Channel Desktop
Comprehensive Omni-channel / multi channel handling
All media worklist & customer journey
Adaptable to individual workflows and processes
WebRTC ready for Web- and mobile-solutions
Enables new ways of customer-interactions
Productivity and efficiency increases
Made for Avaya
Developed for Avaya Aura solutions
One agent-desktop for multiple platforms
DevConnect compliant
Integrated through VAR, SPP and APS
Connects with Avaya SDKs and APIs
Connects with Breeze & Oceana
©
What ContactPro can offer to Avaya customers
Protect your existing Avaya investment
• One solution for Oceana, Elite, EMC, AIC, Breeze
• Get deeper in the business process flow of your Agent Desktop
• Overcome limitations of static desktops
• Easy - to deploy – to configure – to use
• More flexibility for new ways of customer-interaction
• Productivity increases
More flexibility with new opportunities, migrate to Oceana with ContactPro
• Comprehensive multi channel / multi media handling
• more Media Integration with in- and outbound direct and indirect media
o Multichannel Campaigns, Social Media, etc.
• Adaptable to the customers workflow and processes (CRM/Information)
• WebRTC ready for integration with Web- and mobile-solutions like CafeX/Glance/Acquity
More services higher customer satisfaction
• Ongoing support and consulting for any adoption of process changes
• More efficient Agent Desktop usage7
©
ContactPro environment
8
CRM Integration, Customer Data Share, Open CRM Interface
Database Site
Connect to multiple databases
View of data mind result on agent desktop
Save additional data for reporting
Server Site
Data transfer (Customer Lookup)
Connect different CRM server
HTML, Rest and Ajax connections
Client Site
Screen Pop from each media with collected data
Process automation per customer criteria
Multi-site, multi-CRM for omni-channel customer
Open ContactPro Client API for 3rd party Applications
©
CCT - Reference case SEDC
9
©
SEDC facts
▪ SEDC a family of companies
▪ SEDC founded in 1976 servicing the Electric Membership
Cooperatives
▪ Provide software and services for over 500 utilities across
United States
▪ 400+ employees
▪ 100M+ in annual revenue
10
©
SEDC CC environmental challenge
11
Challenge before CCT ContactPro
• Measurement of the Customer experience was a challenge
• Long wait times for callers
• Call transfers were high (find my engineer)
• Ticket (agent assignment) – agents provided direct # - no metrics
• Ticket closure rates were slowed/hampered
o 1 inbound call could result in
• Extended call times – caller identification process labourous
• Agent (engineers) effectiveness was decreasing
• Workflow was manually managed
• CRM system (MSFT Dynamics) utilization was inconsistent
o Workflow adherence
o Documentation of customer interactions
• Remote workers – felt disconnected
©
Key requirements
12
Unified Desktop with MS dynamics (premise and cloud based)
• For Agents and non Agents
• Two seperate instances
Screen Pop with incoming calls through touch tone menu
• 5 different work flows
• Screen Pops based on MS dynamics ticket number or phone # (Account or Contact)
• Data directed routing based on MS dynamics database information
Call log / customer journey module
Screen pop with transfer 1st level to 2nd level
Presence and Instant Messaging between 1st and 2nd level
Desktop Wallboard – real time status of the queues
Single Sign-on - Active Directory integration
Click to dial personal and public phone book – telephony events documented
Dialing rules based on existing phone numbers 7 digits / 10 digits
ACD Statistic history
©
Technical history
13
Target: Centralized Contact Center for Sales and Service
• Single desktop solution for Agent & Non-Agent users
Solution engineered by ConvergeOne:
• AIC/Oceana – too expensive
• AACC – limitations for Remote Centers/Agents
Final solution: EMC 6.4 with CCT ContactPro Client
Avaya DevConnect Selected Product Contract SPP
ConvergeOne and CCT joint Statement of Work
ConvergeOne single point of contact (also for support)
©
Architecture Elements at SEDC
14
©
SEDC ContactPro desktop layout
15
© 16
Configurable
Wallboard
MS dynamics
Screen POP
with Outbound
dialing
Instant
Messaging
and
Presence
Call Log &
Stats
Full Softphone
with Avaya Aura & ACD features
Work Item
data
©
ContactPro Desktop Management and Configuration
17
Module configuration on all layers
Property configuration on all layers
Desktop feature button configuration
Multi-tenant and multi-language
User Rights from Avaya Control Manager
Over >500 properties to customize
functions, workflow and process
Several installation options to start the
ContactPro Manager (e.g. Remote, UNC)
Integration in the ContactPro client as a
supervisor module
Configuration of design options
©
ContactPro highlights in SEDC
18
Easy to deploy in customers environment
URL based Client roll out with auto update service and
centralized Client Configuration per Tenant & Agent
Integration with MS dynamics cloud and premise
Improved customer experience – right agent (engineer) right time
* Leveraging the telephony integration w/ Dyanmics for analytics purposes
Workflow improvements – Adherence to workflow processes
Agent (engineer) utilization
©
Future of the SEDC
19
▪ Email integration w/ Dynamics portal
▪ Intelligent routing and Screen Pop
▪ Chat with Co-Browse
▪ New Workflows – back office and finance
© 20
Other industry examples with ContactPro
©
ContactPro - Utility
21
SolutionChallengeExpected Results
High churn rate due
to comparable
products
Low CSAT in service
cases as key reason
to change supplier
Voice centric and
traditional letter
orientation
Avaya UC & CC for the
customer service
organization
CCT ContactPro at the
Agent desktop
Omni channel solution
including white-mail
Integration with
mission critical
CRM(SAP)
Integration with service
providers
Higher CSAT – lower
churn rate
Reduced handling
time because of
integrated systems
Better business
controlling because of
consistent reporting
Competitive
advantage through
new services
© 22
Quick Overview ContactPro Modules
©
ContactPro Modules
23
• CP Voice
• CP Outbound / POM
• CP E-mail/SMS2way
• CP WEB/Chat/Co-Browse
• CP WebRTC mobile & web
• CP Social Media
• CP CRM Connectors
• CP Presence, APS, Lync
• CP Web Reporter
• CP Supervisor/App
Configurable to meet customers workflow and
application requirements
©
ContactPro – modules and configurations – no restrictions
24
ContactPro with CRM
With / without
active agent
(Back office)
CP with E-Mail&Chat
CP with POM
©
ContactPro Sample 1
25
Realtime
FeedbackChat with Web-
content
Configurable
Wallboard
©
ContactPro Sample 2
26
CRM
Integration
Templates for
Email and Chat
Worklist
©
ContactPro Web & Mobile Integration – Agent Assist
27
Agent Assist
WebRTC enabled communication
Support for voice and video
Agent assist for
• Web-Browser
• Apps on IOS
• Apps on Android
Interactive Co-Browse with pointer
and upload of documents
Reporting (incl. Context Store)
Combination / blending with Chat
and other media
Best support for business transformation with mobile and
Web applications that are 100% communication enabled.
©
ContactPro Chat and Co-Browsing with Breeze/Oceana
28
Available for Oceane, AIC and EMC
Extends standard AIC / EMC media
handling with Breeze/EDP Snap-In
functionality
Transparent channel for the agent
Can use chat as trigger
Support for Avaya Co-Browse
functions
Integrated in agent reporting
©
Breeze / Oceana Context Store examples
29Copyright © 2016 CCT
ContactPro Breeze Snapp IN with Avaya Context Store
ContactPro WebReporter / Wallboard
©
ContactPro – Web Reporter und Dashboard
Consolidated multichannel reports from AIC, EMC, CMS (graphical and tabular)
Configurable wallboard
Realtime and historical reports
Optimized for mobile devices
Multi-Tenant and Multi-Language
©
ContactPro
31
ContactPro empowers your agents to
efficiently serve your customers
in today’s demanding world of
Omni Channel communication.
The state-of-the-art technology solution
helps you to leverage your
existing Avaya infrastructure
while decreasing contact center
costs and increasing customer
satisfaction.
CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade
names or registered trademarks of their respectiv e companies / owners.
© 32
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