Solidus eCare™7.0 Multimedia Contact Center - Sales PresentationMultimedia Contact Center - Sales PresentationCustomer service at its best

© Aastra - 2009

Aastra Productivity Suite

One Suite of common features enabling UCOne Suite of common features enabling UCBased on features in Solidus eCare™and the CMG Application Suiteand the CMG Application SuiteUsers in focus

Contact Center Automated Services

Call Manager Business User

© Aastra - 2009 2ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Aastra Solidus eCare™

Advanced multimedia skill based routingIntegrated IVRgMultiple integration capabilitiesDesktop solution with embedded soft phonep pAward winning management suite

Contact CenterContact Center

© Aastra - 2009 3ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Solidus eCareTM facts

35+ years experiences with call centersMore than eleven years experience with server based y pcontact centers solutionsSold worldwide1700+ customersTop 10 Sectors are

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Solidus eCare™ 7.0 Highlights g g

Solidus eCare™ LiteSIP AgentgAastra InTouch – A unified communications client I d t t t tImproved contact center management and administration - Report- and Information Manager for historical and realInformation Manager for historical and real time information Increased agent productivity and efficiency

© Aastra - 2009 5ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Solidus eCare™ 7.0 Lite

Low cost skill based call center solutionUp to 50 concurrent agentsSeveral options availableInTouch for back office staffLicense upgrade to multimedia contact center inmultimedia contact center in seconds

© Aastra - 2009 6ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Solidus eCare™ SIP Agent

Introducing a new remote site configurationIntroducing a new remote site configurationEnabling local agents in a SIP enabled PBX

SIP A tDesktopManagerSIP Softphone

SIP Agent registered in SIP-enabled PBX

Remote site

MX-ONES C OAS

Remote site

SeC OAS

Call path

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SeC signaling

Solidus eCare™ SIP Agent

No CTI required• SIP Agent registers the SIPSIP Agent registers the SIP soft phone inside remote SIP PBX

U C fi ti MUse Configuration Manager to define sites

SIP gateway information• SIP gateway information• Extension ranges allowed• Number translation• Number translation

Used by Desktop Manager and InTouchand InTouch

© Aastra - 2009 8ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Management Improvements

New report capabilities:Interval selection for “group g pby interval reports”Preferred agent handling reportingAgent activity in Agent Availability reportAvailability report

• Sum of time spent in different states; ready notdifferent states; ready, not ready reason code

© Aastra - 2009 9ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Management Improvements

© Aastra - 2009 10ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Agent Improvements

Agent Multimedia Dispatch

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Agent Improvements

Personal stats counters with snap-shot view of:p

• Received• Answered• Abandoned• Rejected• Time-out

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Agent Improvements

Call Recording Enhancement•Allowing recording of all•Allowing recording of allcalls, not only servicegroup callsgroup calls

New license structurePhone Agents logonPhone Agents logon improvements

© Aastra - 2009 13ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Functionality Enrichment

Script Manager• Caller intercept when system hasCaller intercept when system has passed licensed capacity

• Bailout message

In-call breakout to an IVR

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Solidus eCare™ eScheduler

Enables scheduling of the contact center

© Aastra - 2009 15ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Functionality Enrichment

Preferred Agent latest contact remembered for longer timeNew TTS licenses

• Concurrent calls• Number of Voices

O A li ti SOpen Application Server• Media Port Activity MonitoringMonitoring

© Aastra - 2009 16ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Aastra InTouch – What for Whom?

Staff equipped with a PCBrings down cost when travellingBrings down cost when travellingSoft phonePresence informationPresence informationDirectory click-to-dialChat/IMManage CMG activityView other colleagues CMG activities

© Aastra - 2009 17ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Aastra InTouch – extend your contacts beyond the contact centery

See each otherSee each other

Communicate

Collaborate

© Aastra - 2009 18ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Summary – How Solidus eCare™7.0 benefits your businessy

Migrate your ACD/small call center to Solidus eCare™ Lite in a cost efficient wayyGet Aastra InTouch - our cutting edge Unified Communications Client Enjoy the benefits of multimedia and mobilityImprove First call resolution with skill based routing and moreBe in control with contact center management andBe in control with contact center management and administrationGet the most out of each customer contact with increase agentGet the most out of each customer contact with increase agent productivity and efficiencyCreate one unified contact center with SIP agentMake the right investment for the future

© Aastra - 2009 19ASE/APP/PLM/0061/0/1/EN Solidus eCare 7.0 sales presentation

Thank you !

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