esc training 6-98

Enhanced Service Center

INTERACTIVE Northwest, Inc.

“The under-20-agent Call Center

market revenue is growing at 80%

year over year.”

Overview

• Positioning the Product

• Product Features

• Ordering ESC

• Connectivity Diagrams

• Data Gathering/Cost

Justification

• Implementation/Support

“Customers need it.

ESC can provide it.

The opportunity is unlimited.”

Positioning

• Customer Service

• Claims Processing

• Appointment Setting

• Trouble Reporting & Dispatch

• Registration, Permit & License Fulfillment

Functional business areas

• Reservations

• Help Desk

• Order Desk

• Account Inquiry/Order Status Inquiry

• Job Inquiry

Positioning

Functional business areas

“The number one area

slated for budget priorities among

IT executives in North America

is customer service”

Positioning

• Improve Customer Service

• Reduce Expenses

• Increase Revenue

Decision Drivers that influence

technology executives’ purchasing decisions:

Positioning

• Empower callers with choices

• Route calls correctly the first time

• Provide information access 24 hours a day

• Provide callers with information about their

status while they wait

• Reduce hold times

Improve Customer Service

Positioning

• Reduce network hold times

• Use of electronic agents to handle routine

information

• Reduce staff requirements

• More efficient use of capital resources

Reduce Expenses

Positioning

• Provide alternate ordering tools

• Free agent time for revenue-generating tasks

• Reduce abandoned and lost calls

Increase Revenue Opportunity

“User-friendly. Flexible. Robust.

ESC is everything customers demand

for their operations.”

Merlin

Legend

Service

Center

Answer call

Play greeting

Are any agents

logged in?

Is an agent

available?

Announce transfer

Transfer to agent

Yes

Yes

EscapeNo

One-shot

announcement

Longest wait has

been X minutes.

You are caller

number X.

Option:

"Press X

to go to __"

Escape to

selected choice

No

X

Promotional

announcement if

recorded

Play music

(prerecorded music

provided in the system

—music lasts about 40

seconds)

Timeout?

No

Response

No

Can be configured to do one of the

following:

• Escape to a predefined extension

• Escape to a predefined voice mail box

• Quit (hang up)

Note: Agent availability is

constantly being checked.

Callers are immediately

transferred when an agent

becomes available.

Note: It typically takes about

one to two minutes for a call

to "cycle" through the queue

(shaded boxes).

"All logged

out" action

taken?

Yes

No

Caller's first

time through

queue?

Yes

No

Options to leave queue are:

• Go to voice mail

• Go to extension

Timeout

escape

Yes

“You are in the driver’s seat

to add value to the buying

decision–not just to provide

another ‘me too’ price.”

Product Features

Key Sales Points

• Longest wait time/place in queue announcements

• Escape from queue

• Overflow & Interflow (call in 2 queues

simultaneously)

• Advanced Vector-like capabilities

• Multiple announcements

Customers need flexibility with queue options:

Key Sales

Points

• Real-time data displays on Supervisor Terminal

• Real-time data displays on optional wallboard

• Comprehensive historical reports

Customers need real-time data

for mid-course corrections

and historical reports for future planning:

Key Sales

Points

• Recognizes agents by name, not extension

• Virtual Agent ID

• Re-direct on no answer (RONA)

• Call-prompted digits

• Queue mailboxes

Customers need flexible agent support:

Key Sales Points

• Single-level Auto Attendant

• Bulletin Board/Audio Text

• Day/Night/Holiday routing tables

• On-screen Administration

Customers need a flexible front-end:

“The most comprehensive

service center offering available

to the small to mid-size market.”

• Delay Announcement

• Over 100 announcements per system

• Announced transfer

• Different music while queued for different positions in queue

• Linear, Circular and Most Idle hunting algorithms

• Multiple language support

• 25 active agents

• 4, 12, or 30 agent queues

• Supports group page dynamically across one port

More Features

Still More...

• Up to 4 supervisors per system

• Supervisor makes dynamic changes to agents

• Supervisor makes dynamic changes to queues

• Optional queue alarms (strobe lamp, button lamp, bell chime or

wallboard)

• Supervisor terminal software

– Server console

– Terranova® software for PC

– Remote terminal sessions supported

– Allows supervisors to make changes on their terminals

• Variable storage time depending on report

• Real-time display

• On-demand reports

• Half-hourly reporting interval

• Hourly reporting interval

• Weekly reporting interval

• Monthly reporting interval

• Annual reporting interval

• Custom reporting interval

And Still More...

• Group activity reports

• Agent activity reports

• System performance reports

• Abandoned calls reports

• Dynamic port allocation

• Remote diagnostics

• CONVERSANT 6.x supported

• Legend V5 supported

• Introduced to the marked in 1993

• Newest release in 1997

…Whew!

“85% of volatile accounts

were caused by not understanding

the customers’ true requirements”

Data Gathering

• Measures–what is used to measure results?

• Volumes–what are current and expected #s?

• Expenses–what are the variable/fixed expenses?

• Hidden Costs–how much $$ does missed

opportunity mean?

Data Gathering–or asking the right questions–is

critical for determining how to size the opportunity.

Focus on:

Data Gathering

• What is the prospect’s measure per transaction?

(revenue per order, time per open customer

service ticket, etc.)

• What is the average measure per transaction?

• What is the average number of transactions per

customer per month?

Ask the following questions to

determine Measures:

Data Gathering

• How many transactions per day?

• How long does it take an agent to

complete a transaction?

• What is the average number of

transactions during the peak period?

• What percentage of orders are

seasonal/cyclical?


determine Volumes:

Data Gathering

• How much do toll-free lines cost per minute?

• What is daily salary expense per employee?

• How many temps work during peak season?

• How much time/expense to train temps?

• What is the total cost per transaction?


determine Expenses:

Data Gathering

• How many transactions are lost because

calls came in after hours?

• How many orders are lost due to callers

hanging up before talking to agent?


determine Hidden Costs:

“Customers need to see

monetary savings on paper

before they agree to buy.”

Cost

Justification

• Automating repetitive processes to increase

efficiency and improve productivity

• Offering extended service hours coverage

• Enhancing customer responsiveness with

more personalized services

Cost justification models illustrate

how ESC can provide savings by:

Cost

Justification

• Seasonal/Overtime model

• Hidden Costs model

• Expanded Call Coverage model

Cost justification models available

to show Expense Savings:

Cost

Justification

• Increased Orders model

• Increased Amount Per Order model

Cost justification models available

to show Additional Revenues:

Tactics

• Lead with user-friendly automation

• Stress customer sales and service issues

• Emphasize Service Center benefits

• Time and cost savings

• Stress Lucent expertise and market share

• After-market value

Tactics to follow when

selling to these targets:

ESC Controller

Connectivity

SCSI Disk

Controller

RMB

Equinox Async Card

IVC 6

IVC6

VGA

Parallel Port

COM 2

(PassageWay

connection)

COM 1

(not used)Not used

Not used

Spare

Modem line

Mouse

Keyboard

Merlin

Legend R5 PBX

PassageWay

Device

Merlin Legend


016 card ports from

Legend to IVC6 cards

in MLESC

ESC

Connect to

Attendant Console

MLX Port (4 cable)

High-speed serial connection

to ESC COM 2

(RS232 connection on the MAP 5P)

25-9 PIN adapter

(Supplied with

Passageway device)

MLX-28D

defined as DLC &

in Grp Cll/CMS Supvr Mode

Wallboard to ESC

Controller

Connectivity

Wallboard

RJ 45 Jack

3 pair straight through mounting cord

RJ 45 Jack

4 pair to location of wallboard

RS232

Connectorto leg 8 of the Equinox cable

VGA

Parallel Port

COM 2

(for PassageWay

COM 1

(not used)

SCSI Disk

Controller

Not used

RMB

Equinox Async Card

(COM 3 - COM 9) (25-pin male)

Spare

IVC 6

WallboardThere will be a single wire run from

the ESC to the first wallboard.

Additional wallboards will be

"daisy chained" to each other.

Kit

A wallboard "kit" to

boost communication

signal is required.

Supervisor Terminal to

ESC Controller

Connectivity

Customer's

desktop PC

utilizing Terranova®

Type A

25 pin

RS232

adapter

RJ45

jack

(female)

D8W

RJ45

jack

(female)

Type B

9 pin or 25 pin

RS232

adapter

D8WCAT 3 or 5 wire run

serial connection

serial connection

Provided by Lucent technician

ESC PlatformEquinox

serial card

Ports #1-4

octopus cable

(8) 25 pin

port

connections

“Use your ESC Survey

to order the correct solution.

Your customer will be

glad you did.”

What To Order

• 61516 12-port ESC $19,750

• 61517 18-port ESC $22,500

Note: 4 queues standard

5-12 queues NPL $1,500

5-30 queues NPL $3,000

The Merlin Legend Release 5

Configurator allows selling the following

PEC codes:

What To Order

• ESC Software Package

• IVC 6 Voice Cards (either 2 or 3)

• Remote Maintenance Board

• Equinox Card

• PassageWay Device

• Software and adapters for one supervisor terminal

The Merlin Legend ESC Controller

includes:

What To Order

• 61519 2-day Software Install and Training $3,500

61520 1-day Incremental Training $1,500

61521 2-day Incremental Training $3,000

• Hardware install $500



PEC codes:

What To Order

• 61518 Wallboard S/W RTU for ESC $1,000

• 5340-SB4A Wallboard $978 plus $68 install

• 5340-LMK Master Kit $231 plus $23 install

• 61518A After-market Wallboard S/W RTU

$1,500 plus $1,000 install

• 5332-905 Wallboard remote control $79 plus $0



PEC codes:

What To Order

• 61522 2nd year Maintenance NPL $750

61523 2nd/3rd year Maintenance NPL $1,400

61524 2nd-4th year Maintenance NPL $1,800



PEC codes:

What To Order

• 61525 Add’l Terranova Software & Adapters

NPL $290

• All After-Market PECs



PEC codes:

What To Order

• MLX 28D Phone Set (PEC 3156-04)

• 016 Pack (PEC 61507)

• Analog Port for Modem

• Wire Runs

• 570 Printers


Configurator needs you to manually order:

“Dotting the i’s and crossing the t’s are

critical for success to you, the

customer and the factory.”

INI

Lucent

AE completes

Planning

Guide with

customer.

Customer

signs

contract.

DOSS order

transmit.

AE fax to INI.

Factory order.

Send order

certificate.

Lucent

delivery

process.

Branch (SC/

OPI)

Hardware

install (tech)

cont.

next

page

cont.

next

page

INI initial

pre-order

Match

certificate to

pre-order

INI create

order call to

AE to verify

info. Send

timeline to AE.

AE

Timeline

Order

certifi-

cate

Planning

Guide

Sales

notifi-

cation

Install

Guide

Handoff to

Project

Management

Project

Manager call

to OPI or SC.

Send docs.

System

Admin

Guide

Account team

configures/

creates

contract

Planning

Guide

INI

Lucent

Tech call to INIcont.

cont.

INI

certification

call

All OK?

No

PM calls

customer/SC

to schedule

install.

Notifies SC.

YesInstall,

training.

Account team

notified.

Customer

acceptance

document

done

Customer

Acceptance

Doc

Ph

on

e c

all t

o S

C

“Credibility suffers during a

problematic install.”

Installation

Procedures

• Installation of hardware

• Onsite software installation and training (up to two

weeks after hardware certification)

The Two-Phased Install:

Installation

Procedures

• Customer readiness at time of install

• Provides buffer for equipment or customer delays

• Allows for Legend issue resolution/testing

Why use a Two-Phased Install?

Installation

Procedures

• Deliver to agents in group

• Answered by operator and transferred

“Interim” methods of call delivery to

agents used during ESC installation

(per Installation Guide):

“Providing

exceptional customer support

generates loyal customers

and competitive advantage.”

Customer Service

& Support

• Pre-sale: SDSC will handle support questions

• Installation: call certification desk

• Post-installation: call NSAC, who will then forward

request as required

Methods of customer service and support:

“High-impact documentation

and sales tools

can influence the decision-maker

during your sales calls.”

Documentation

Tools Available

www.interactivenw.com

www.interactivenw.com/servicecenter

INI Website

Documentation

Tools Available

• ESC Sales Guide (115K)

• ESC Sales Notification Form (26K)

• ESC Pre-Sales Survey (41K)

• ESC Installation Guide (84K)

INI website

www.interactivenw.com includes:

Documentation

Tools Available

• ESC Customer Acceptance Form (184K)

• ESC System Administrator’s Guide (302K)

• ESC Agent Guide (32K)

• ESC PowerPoint presentation (1.5M)

INI website

www.interactivenw.com includes:

Documentation

Tools Available

• ESC Pre-Sales Survey (may have been

referred to as ESC Planner)

• ESC Sold Notification Form

• ESC Agent Guide

The following tools are also available on

Lucent’s TechniFax system and IntraWorks:

Documentation

Tools Available

• ESC Installation Guide

• ESC Reports and Screen Captures

• ESC Sales Brochure

The following tools are also available on

Lucent’s TechniFax system and IntraWorks:

The Kentucky

Windage Theory

Total Trunks -

Least Amount of Agents+

Alert Ports +

4 Voicemail Ports =

TOTAL ESC Ports

DO NOT


INTERACTIVE Northwest, Inc.

(503) 598-0900

www.interactivenw.com

esc training 6-98

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