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Five9 Confidential 1 The Five9 Virtual Contact Center TM.

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Presentation on theme: "Five9 Confidential 1 The Five9 Virtual Contact Center TM."— Presentation transcript:

1 Five9 Confidential 1 The Five9 Virtual Contact Center TM

2 Five9 Confidential 2 Show Controls This show requires Power Point 2003 or higher to work properly Simply click your mouse or “Page Down” to advance the slides Note that some of the slides have build-sets  you can click “Page Up” or “Page Down” to move backward or forward through the presentation

3 Five9 Confidential 3 Agenda Solution Overview Five9 Agent Interface Five9 Administrator Interface Five9 Supervisor Interface Example Reports Technical Requirements

4 Five9 Confidential 4 About the Five Solution The Five9 Virtual Contact Center was built from the ground up to be fast and simple to deploy, easy to learn, scalable and geographically independent  Low Entry Costs  Ease of Configuration and Management  Straightforward and robust user interface  Short Deployment Period

5 Five9 Confidential 5 The Five9 Virtual Contact Center™ On-demand, VoIP hosted solution Offers complete telephony functionality Provides capacity on demand Fast ROI Provides all the benefits of a premise-based ACD WITH no hardware, no software, no phone lines!

6 Five9 Confidential 6 Example Deployment – Softphone Customer to be serviced Public Network Inbound/ Outbound PSTN Calls VCC Data Center Five9 Voice and CTI Traffic Internet Internet Router Cable Modem, DSL Router, etc. Five9 Home Agent Five9 Agent 1 Five9 Agent 2 Five9 Agent 3 ACD/IVR CTI Dialer Reporting VoIP Server PSTN Gateway The Five9 Data Center houses all of the VCC technology, servers, databases, and the telco and Internet connections. The major contact center components are: Leveraging Five9 VoIP, Agents can be located anywhere in the world and connect to Five9 with NO toll charges… Because Five9 provides all the phone lines, customers do not need to purchase (or wait for) any additional lines from their telco carrier Between the Data Center and your agents, Five9 manages both voice and CTI traffic via your Internet connection (bandwidth requirements are about 50K per agent when using our Softphone) With a USB headset, the Five9 Agent Desktop includes all call controls and a Softphone – no other hardware is required And Five9 Agents can be located anywhere there is a broadband connection and appear as if they are all part of the same Contact Center

7 Five9 Confidential 7 Five9 Demo

8 Five9 Confidential 8 Agents control their availability and can go from “On Break”… …to “Ready” with just one click Options to put the call on Hold, Chat with other agents, and Record live calls are built into the agent interface… …including a built-in PC- Based Softphone And with the built in Contact Manager, contact information fields can be customized to display the correct field values (in this demo, all fields from through case ID are custom fields) The interface also includes an area for Agents to make and save notes Five9 Agents can also transfer to other Agents, Skill Groups, even to 3 rd party numbers for verification services or for hot lead transfers

9 Five9 Confidential 9 Five9 Agent Call Arrival Notification

10 Five9 Confidential 10 Five9 Agent Call Arrival Notification Agent is in “Ready” state as call arrives… When a new call arrives, the Call Notification Screen pop is automatically launched with the caller’s contact information (if available) The Call Notification Screen pop will also display which Campaign the call is coming from (useful when agents are taking calls from multiple Campaigns) The Five9 CTI Server will also display if it is an Inbound call or if it was generated buy the Five9 Outbound Dialer For Inbound calls, if there is a match for the Caller ID (ANI), Five9 will automatically display all of the available contact information For calls generated by the Five9 Dialer, the system will automatically screen pop the contact/list data that was uploaded when you created your outbound telemarketing lists

11 Five9 Confidential 11 Five9 Agent Dynamic Scripting

12 Five9 Confidential 12 Five9 Agent Dynamic Scripting Each Five9 Campaign can be customized with a unique Script that will automatically launch when the call arrives Scripts can be created in plain text or HTML and can have data from the customer contact information dynamically inserted into the content Five9 also includes a question & answer Worksheet utility for collecting customer information. Both questions and answers can be customized to fit the flow of conversation and to collect the correct customer input. Possible customer answers can be selected from pre- programmed options, and different answers can be customized to lead to separate questions based on data collection/qualification requirements In this case, if the customer says “YES”, the system will skip to the next qualifying question. If they say “NO”, it will skip to a question asking how much their taxes and insurance cost

13 Five9 Confidential 13 Five9 Agent Callback Scheduler

14 Five9 Confidential 14 Five9 Agent Callback Scheduler If a caller requests that an agent contact them at a later date, Five9 includes a built-in Callback Scheduler The Callback Scheduler lets an agent pick a time and date to call the customer back At the scheduled time, that Agent will be notified they have a scheduled call and can simply click to initiate the Callback.

15 Five9 Confidential 15 Five9 Agent Call Dispositions

16 Five9 Confidential 16 Five9 Agent Call Dispositions When the call is completed, the agent must select from a list of result codes, or “Dispositions” created by the Administrator. As shown in the Administrator session, most customers use the Five9 Dispositions to generate custom reports that focus on the specific call results they want to review or export

17 Five9 Confidential 17 Five9 Administrator Interface

18 Five9 Confidential 18 The Five9 Administrator is designed like Windows Explorer for ease-of-use The navigation folders give you easy access the various different Contact Center components

19 Five9 Confidential 19 Five9 Administrator Interface User Management

20 Five9 Confidential 20 The User Folder shows all current users and what “Skill Groups” they belong to User Management includes the ability to add or remove agent features (e.g. you can turn off their ability to make personal calls, or to record conversations, etc.) Agents can be members of both Inbound and Outbound Campaigns at the same time (also known as “Blended Agent”) Administrators also have “Big Brother” access to agent voic and to any calls that the system or agent has recorded Administrators can even move voic messages from one agent to another

21 Five9 Confidential 21 Five9 Administrator Interface List Upload Example

22 Five9 Confidential 22 Five9 Telemarketing List Upload Example To load a new list, select “Add List” and give the list a name Select “Import” and choose the type of file you wish to import (e.g. comma delimited or “.csv” is most common) Files can be accessed right off your desktop Simply select the file you want to upload Then line up the columns from your list with the fields that will be presented to your agent (mapping the fields insures the data will appear in the right area on the Agent Desktop) Click “OK” and the list will be imported The system will load all the new records and automatically remove duplicates based on the phone number Five9 has made it simple to load telemarking lists into the Dialer with only a few clicks

23 Five9 Confidential 23 Five9 Administrator Interface Dispositions

24 Five9 Confidential 24 Five9 Administrator Interface Dispositions The Five9 Agent application requires every agent to select a Disposition (or “Call Result”) at the end of each call These dispositions may be customized to meet each customer’s unique reporting requirements Most customers use the Five9 Dispositions to generate custom reports that focus on the specific call results they want to review or export Five9 Dispositions also include custom “behind the scenes” actions such as automatically sending an with all the call details to a supervisor

25 Five9 Confidential 25 Five9 Administrator Interface Campaigns Five9 Campaigns refer to the routing intelligence behind and outbound telemarketing project Multiple campaigns with different lists and routing rules can run simultaneously (even if they target the same agents) Campaigns can be set up to automatically record a portion of the active calls (100% recording is also available) You can throttle the Five9 Predictive Dialer’s call pacing in real time by changing the Call To Agent Ratio … Or the Five9 system can monitor your dropped call percentage for you (e.g. to help automate FCC abandoned call rate compliance) The Five9 Predictive Dialer also includes enhanced Answering Machine detection which lets you control the sensitivity to minimize the delay between reaching a live contact and bridging the call to an available agent Multiple lists may be loaded into an outbound campaign. You can program the number of times you want to try a number and even what Caller ID (ANI) you would like to show. For each separate Campaign, specific Skill Groups may be targeted to receive live contacts And custom Dispositions may be selected for each separate Campaign The Five9 system also includes customer Agent Scripting options including dynamic question and answer Worksheets

26 Five9 Confidential 26 Five9 Administrator Interface Profiles

27 Five9 Confidential 27 Five9 Administrator Interface Profiles Five9 Profiles may be used to customize Campaign characteristics You can set the number of times you want a campaign to try a number if it gets a busy signal or an answering machine You can customize the Caller ID, or “ANI”, that you want to show to the contacts you are calling You can even apply Time Zone rules to make sure the system does not dial a number unless it is within the acceptable daytime calling hours

28 Five9 Confidential 28 Five9 Administrator Interface Inbound Call Routing

29 Five9 Confidential 29 Prompts can be recorded right at the desktop and loaded in real- time…for example: Calls can be then routed to different Agent Skill Groups based on customer input (e.g. “Press “1” for Sales, “2” for Service”) Queue times, secondary and tertiary queues, and additional prompts can be managed in real-time from any desktop The Five9 Virtual Contact Center includes a robust ACD and IVR for intelligent routing of inbound (or outbound) calls to the correct agent. The interface includes an easy-to-use call flow that is configured like a simple flow- chart. “Thank you for calling. Please press “1” to be connected with sales, “2” to connect with customer support, and “3” if you have questions about our warranty program”

30 Five9 Confidential 30 The Five9 Virtual Contact Center TM Supervisor Interface

31 Five9 Confidential 31 Five9 Supervisor Interface Agent Monitoring

32 Five9 Confidential 32 The Five9 Supervisor Interface displays a real- time view of all critical Contact Center Statistics Supervisors can always view the current “State” of each of their agents This agent has just changed from “On Break” to “ On Call”. When an agent changes their status, the supervisor can observe the agent’s new state, who they are in a session with, and how long they have been in that state (e.g. time on current call or time on break). The Supervisor can right-click on any agent to get more details about their scheduled callbacks, or even details for every call for the current session… The session history shows the agent talk time, wrap-up time, and even the disposition for every call taken or made during the agent’s current session Supervisors can also listen to active agent calls as a silent observer (and they can coach agents on live calls via the built-in chat utility)

33 Five9 Confidential 33 Five9 Supervisor Interface Agent and Queue Stats

34 Five9 Confidential 34 The Supervisor can also click on an agent to drill into an agent’s stats to see their disposition totals and call totals Aggregated agent statistics are also dynamically calculated and displayed in real-time, including total calls, average call length, talk time, Wrap-up time, and Break Time For inbound calls, the system will also display the number of calls in queue as well as the number agents available in a given skill group Supervisors can also send broadcast messages out to all agents to notify them of events such as queue status

35 Five9 Confidential 35 Five9 Supervisor Interface Campaign Manager

36 Five9 Confidential 36 The Campaign tab displays real-time details on the current status of each of your Five9 Campaigns Data displayed includes the total number of calls made or received And a real-time view of your dropped- call percentage For outbound dialing, Five9 also includes a special campaign manager that shows the how many numbers are still available to dial (e.g. numbers that have not reached their retry count or have not been dispositioned by an agent)

37 Five9 Confidential 37 The Five9 Supervisor Interface displays a real- time view of all critical Contact Center Statistics Supervisors can always view the current “State” of each of their agents This agent has just changed from “On Break” to “ On Call”. When an agent changes their status, the supervisor can observe the agent’s new state, who they are in a session with, and how long they have been in that state (e.g. time on current call or time on break). The Supervisor can right-click on any agent to get more details about their scheduled callbacks, or even details for every call for the current session… The session history shows the agent talk time, wrap-up time, and even the disposition for every call taken or made during the agent’s current session Supervisors can also listen to active agent calls as a silent observer (and they can coach agents on live calls via the built-in chat utility)

38 Five9 Confidential 38 Five9 Supervisor Interface Reports

39 Five9 Confidential 39 Five9 comes with 46 customizable reports that are accessible at any time from either the Supervisor or Administrator Interface. Example Report types include: Agent Hours Showing total hours logged in – often used for agent payroll Campaign Performance showing service levels based on hold time Disposition Summaries by Day, Agent, or Campaign

40 Five9 Confidential 40 Reports are customized at the time you run them… First you simply pick the time period you want by selecting the desired dates and times You can further customize reports by selecting which agents you want to run the report for (or select all) And which specific campaign And which exact dispositions you want to see (this is often the primary criteria – e.g. “how many closed sales have we made in the past 48 hours?” When you are done setting the criteria, the report can be exported right into a spreadsheet or a template for further customization

41 Five9 Confidential 41 Five9 Supervisor Interface Reports Exported reports contain every call detail from call length and hold time to skill group And when using Five9’s Contact Manager, all customer data may be exported as well – from the ANI (their caller ID) to any comments the agent made in the Five9 Comments field Even the answers to the questions posed using the Five9 Worksheet can be exported as part of the same record

42 Five9 Confidential 42 Five9 Supervisor Interface Example Report: CampaignPerformance1

43 Five9 Confidential 43 Campaign Performance analysis shows talk, handle, and hold time in both averages and totals… The longest hold time for each time period is also displayed… Along with what percentage of the calls were answered within the specified service level (in the case, the service level is set to 30 seconds)

44 Five9 Confidential 44 System Requirements Agent Workstation Processor: Pentium III 800MHz or greater Memory: 256Mbps or greater Headset: Plantronics DSP 400 or 500 Available for under $40 US at: Software Java 2 Runtime Environment v1.4.2_10 Internet Explorer 6 Microsoft Windows 2000 or XP Internet Bandwidth 50kbps per agent (cable, DSL – dial-up not supported) Includes CTI, data and voice traffic Five9 recommends Internap as a Service Provider  Internap supports the prioritization of Five9 voice traffic for the best possible connection to the Five9 data center

45 Five9 Confidential 45 - Thank You - Contact Five9, Inc.


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