Call Center Suite ―The Solution

January, 2003

The Agenda

• Call Center Suite v3.1– Server

• Server (single or networked nodes)• Intelligent Router

– Client• RealViewer• StationViewer • Reporter Modules• CallViewer

• Inter-Tel Solutions

Call Center Suite v3.1

Server Modules

ServerNew with v3.1: Multi-Node Awareness

Reporter Pro

Reporter

CallViewer Reporter Basic

Intelligent Router

Auto Reporter

RealViewer

StationViewerNew with v3.1

Client Modules

Server

• The heart of the Call Center Suite • The server links your telephone system to

your computer network • Centralized

management and database source• Required for every installation

Server

• Single node or networked node support

• Synchronized with Inter-Tel telephony database

• Basic historical and real-time statistics

• Inbound and outbound calls

• Unlimited number of devices

• Cradle-to-grave technology

What is NOT Cradle-to-Grave...

• Device Monitoring – Abandoned calls – incorrect– Calls waiting – incorrect– Call waiting time – incorrect

• Most other CT packages use this method

Hunt Group 1

Source?•PSTN•AutoAttendant•Overflowed•Transfer

Destination?•Overflowed•Transferred•Agent•Extension

Hunt Group1Auto

Attendant

Node 1

Hunt Group 2

Extension 1

Extension 2

Node 2

What is Cradle-to-Grave?

• Tracks the entire life cycle of the call• Provides ring time, hold time and talk time for

every device• Joins all information seamlessly for correct

statistics • True call segmentation

Multi-Node Awareness

• Unique awareness of individual nodes

• Real-time monitoring of node status

• Node status available in real-time reporting modules

Multi-Node Awareness - Benefits• Node awareness provides insight into call

traffic sources

• Re-initialization of node reduces technician intervention for call center application

• Multiple locations maintain connectivity to call center performance and management tool

Intelligent Router• Routing rules created

by linking events and actions– 21 different events – 20 different actions

• Flexible database to set conditions

• Customizable rule organization

• Windows-like environment

Intelligent Router - Examples

– Look Ahead Routing - Route calls based upon real-time hunt group performance statistics

– Skill Group Routing – Route calls to the group with specialized skills

– Agent Call Recording – Automate recording of agent calls on any criteria, i.e. performance, call information, hunt group, etc.

– Account Code Setting – Automate account codes against call criteria, i.e. wrap-up codes

– Agent State – Automatically changes agent’s state based on performance statistics

Intelligent Router - Benefits

• The best destination or resource receives the call based on unique call or customer identifiers

• Proactive tool to avoid revenue loss and optimize call traffic

• Management tool to automate agent training and activity

Call Center Suite v3.1

Server Modules

ServerNew with v3.1: Multi-Node Awareness

Reporter Pro

Reporter

CallViewer Reporter Basic

Intelligent Router

Auto Reporter

RealViewer

StationViewerNew with v3.1

Client Modules

RealViewer

• Real-time company statistics– Up to 500 simultaneous values – 140 different statistics – Infinite number of filters– Audible and visual alarms

• Customizable window size

RealViewer - Benefits

• Current performance statistics provide foundation for call volume management

• Statistic threshold alarms provide catalyst for agent behavior

• Flexible display can be customized to single-user or group applications

StationViewer

• Extension number and name for workgroup members

• Colored icon for call status and caller information

• Do-Not-Disturb status

• Call control

StationViewer - Benefits

• Call status for workgroup members increases work coordination

• Call control enables easy team facilitation for answering or transferring

• Do-not-disturb state enhances communication for team schedules

Reporter BasicTraffic management tool

• Historical reporting for inbound and outbound call traffic

• Unlimited number of devices

• Cradle-to-grave call records

• Report templates with additional field selection

• Customizable report filters

Reporter Basic - Benefits• Incoming and outgoing traffic

reporting enable usage analysis

• Unlimited devices allow for a scaleable reporting solution

• Report templates minimize revenue loss by enabling improved customer contact (unreturned abandoned calls)

Reporter Real-time management tool for extension-based call centers

• Includes all the features of Reporter Basic plus…

• Real-time statistics for extensions– Summary level, single or

multiple statistic tiles– Graph or bar chart tiles– StationViewer tile– Extension or trunk list tiles

• Enhanced historical reports for extensions

ReporterReal-time management tool for extension-based call centers

• Customizable filters for statistic tiles and report templates

• Audible and visual alarms for summary statistics

• Supervisory controls– Steal, transfer,

monitor and “record-a-call”

– Change DND state

• Reports on unlimited extensions

Reporter - Benefits Real-time management tool for extension-based call centers

• Summary statistics with custom filters show supervisors critical insight into a call center’s current performance

• Recording and monitoring functions improve agent training and quality of customer service

• Call control allows supervisor to immediately effect extension status and call management

• Unlimited extensions provide a scaleable call center reporting tool

Reporter ProReal-time management tool for agent-based call centers

• Includes all the features of Reporter, plus…

• Real time statistics for agents– StationViewer tile

– Agent, extension or trunk list tiles

• Alarm against agent states: wrap-up, ready, not available

• Supervisory controls - log in and log out

Reporter ProReal-time management tool for agent-based call centers

• Enhanced historical reporting for agents

• Reports on unlimited agents and extensions

Reporter Pro – BenefitsReal-time management tool for agent-based call centers

• Enhanced historical reports provides performance analysis and forecasting

• Supervisor control provides an effective management tool to increase agent availability

• Real-time statistics and alarms focus call center activity on key metrics of abandoned calls and service levels

• Unlimited agents provide a scaleable call center reporting tool

Auto Reporter

• Automate report publishing

• Single reports or batch reports

• Multiple schedule options

• Support multiple formats: text, .xls, .csv, html and wml

• Support display characteristic for printer, screen, e-mail, web, PDA or internet-capable phone

Auto Reporter - Benefits• Automated schedule reduces

manual intervention

• Batched reports provide comprehensive management view of call center performance

• Statistics display according to viewing location characteristics and screen

• Reporting automation allows integration with forecasting packages and wallboards

CallViewer

• Screen pops call information to agent• Call control to quick dial, answer, hold, transfer, or conference• Hot keys (keyboard shortcuts)• Integrates with contact management applications• ActiveX, DDE or keystroke integration• Macro support in native language, VBScript, JavaScript and Jscript

CallViewer - Benefits

• Agents spend time delivering customer satisfaction instead of probing for client information—screen pop eliminates 10-15 seconds of each call

• Macros automate what an agent does manually• Screen pop and call information can be embedded into

existing business systems for a custom user interface

Call Center Suite offers...• Scalable call center management tools with unlimited

agents and extensions• Cradle-to-grave reporting and statistics for inbound

and outbound calls• Automated report publishing to end-user destination• Integration with agent PC applications • Agent and/or extension call control • Intelligent call routing for optimal traffic control• Modular expansion to grow with the call center

application and size

Call Center Suite v3.1

Server Modules

ServerNew with v3.1: Multi-Node Awareness

Reporter Pro

Reporter

CallViewer Reporter Basic

Intelligent Router

Auto Reporter

RealViewer

StationViewerNew with v3.1

Client Modules

Inter-Tel Solutions

• Business Telephony Infrastructure• Versatile Communication Endpoints• Business Enabled Applications• Comprehensive Managed Services

Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost. Specifications are subject to change without notice. Some features may require additional hardware and/or specific software.

Copyright 2003 Inter-Tel, Incorporated

All products and services are the trademarks, service marks, registered marks or registered service marks of their respective owners.