Nortel Confidential Information 2 PRESENTATION TITLE Presenter’s Name Presenter’s Title Location/Date
Nortel Confidential Information 3 BCM Contact Center Update >BCM CP Contact Center Portfolio Positioning >BCM Contact Center Overview >Contact Center Enhancements with BCM 4.0
Nortel Confidential Information 4 LPS Contact Center Portfolio
Nortel Confidential Information 5 BCM Contact Center Offering Price Basic Contact Center Professional Contact Center 2 Skillsets 10 Agents 50 Skillsets 20 80 Agents Functionality
Nortel Confidential Information 6 Norstar Contact Center Offering Price Functionality Enhanced Contact Center 30 Skillsets 50 Agents
Nortel Confidential Information 7 BCM Contact Center BCM 50 Basic Contact Center BCM 200/400 Basic Contact Center Professional Contact Center Multimedia Contact Center BCM 50 (Dec 2006) Intelligent Contact Center Multimedia Contact Center BCM 200/400 (Aug 2006) Intelligent Contact Center Multimedia Contact Center
Nortel Confidential Information 8 Intelligent Contact Center Content Summary Intelligent Contact Center Keycoded option on the BCM 50 rel 2, and BCM 200/400 rel. 4.0 No additional Hardware Required Leverages existing hardware capabilities e.g. integrated announcements, skillset mailboxes Intelligent Routing Route based on CLID/ANI, DID/DNIS & Caller Input Overflow Change priority of calls Web Based Reporting & Wallboard / Softboard support (no additional server required) Multimedia Contact Center Click for agent – voice Click for agent – chat Web page push/pull Follow-me browsing BCM 50 r2BCM 200/400 4.0 Configured Agents 100250 Active Agents 5080 Agent priorities 2020 Dynamic Agent PrioritiesYesYes Lines 30100 Dynamic Call Priority2020 Routing Steps20 20 Overflow Rules 2020 Skill sets 3050 Skill set mailboxes3080 Recorded Announcements 50150 Intelligent RoutingYesYes Activity codes20002000 Expected Wait TimeYesYes Supervisor HelpYesYes Login / LogoutYes Yes Break Time/WrapYesYes Cancel WrapYesYes Not Ready / Make BusyYesYes Auto Log out / Not ReadyYesYes Prim. Sec. Threshold AlertsYesYes Skillset Status DisplayYesYes
Nortel Confidential Information 9 Basic, Enhanced and Professional Content Summary Basic, Professional and Multimedia Contact Center are key coded options on the BCM 200/400 Basic Contact Center is a key coded option on the BCM 50 Basic and Enhanced Contact Center are Key coded options on CallPilot 100/150 Enhanced only on the CP 150 No additional Hardware Required Leverages existing hardware capabilities e.g. integrated announcements, skillset mailboxes Intelligent Routing Route based on CLID/ANI, DID/DNIS & Caller Input Overflow Change priority of calls Web Based Reporting & Wallboard / Softboard support (no additional server required) BasicEnhanced Pro Configured Agents 20100150 Active agents 105080 Agent priorities 52020 Dynamic prioritiesYesYesYes Lines 1530100 Routing Steps20 20 20 Overflow Rules 202020 Skill sets 23050 Skill set mailboxes25080 Recorded Announcements 3050150 Intelligent Routing-YesYes Multimedia Contact Center (Available on the BCM) Click for agent - voice Click for agent – chat Web page push/pull Follow-me browsing
Nortel Confidential Information 10 Agent Features Agent Functions: Login / Logout Break Time / Wrap Cancel Break Time Not Ready / Make Busy Auto Not Ready Auto Log Out Primary and Secondary Threshold Alerts Skillset Status Set Display Supervisor Help Agent Functions: Login / Logout Break Time / Wrap Cancel Break Time Not Ready / Make Busy Auto Not Ready Auto Log Out Primary and Secondary Threshold Alerts Skillset Status Set Display Supervisor Help A complete set of Formal Contact Center Features Provide your agents with the tools they need System Features: Dynamic Agent Priorities Skill Based Routing Agent Selection – Longest Idle Top Down or Preferred Agent Forced or Manual Call Presentation Line Priority Increase Priority Overflow Intelligent Routing (Professional and Enhanced Only) Agents can log into multiple skillsets Silent Monitor Expected Wait Time Activity Codes Agent Help System Features: Dynamic Agent Priorities Skill Based Routing Agent Selection – Longest Idle Top Down or Preferred Agent Forced or Manual Call Presentation Line Priority Increase Priority Overflow Intelligent Routing (Professional and Enhanced Only) Agents can log into multiple skillsets Silent Monitor Expected Wait Time Activity Codes Agent Help
Nortel Confidential Information 11 Routing Tables: DAY Step 1Delay Answer (1- 600 sec) Step 2a) Play Announcement #1 (or Forced Announcement) Step 3Distribute (0 - 59:59) Step 4Play Announcement #2 Step 5Distribute (0 - 59:59) Step 6Play Announcement #3 “Thank – you for waiting all agents are still busy if you would like to continue holding please do. Or to leave a message press 1”. Step 7Play Announcement #4 Step 8Distribute (0 - 59:59) Step 9Go to step 6 DAY Step 1Delay Answer (1- 600 sec) Step 2a) Play Announcement #1 (or Forced Announcement) Step 3Distribute (0 - 59:59) Step 4Play Announcement #2 Step 5Distribute (0 - 59:59) Step 6Play Announcement #3 “Thank – you for waiting all agents are still busy if you would like to continue holding please do. Or to leave a message press 1”. Step 7Play Announcement #4 Step 8Distribute (0 - 59:59) Step 9Go to step 6 NIGHT Step 1a) Night Announcement or b) No Answer Step 2a) Disconnect or b) Route to Voice Mail Transfer NIGHT Step 1a) Night Announcement or b) No Answer Step 2a) Disconnect or b) Route to Voice Mail Transfer Complete flexibility on how to route your callers 2 Routing tables per Skillset 20 Routing steps per table
Nortel Confidential Information 12 Prompts the user as to what skillsets they would like to log into Agent selects “OK” Intelligent Integration With all BCM Components >Common programming All programming performed with the GUI administration tool. >Agents can log in from any station set on the system >LCD display of sets assist agents in using features. >Leverages the capabilities of other applications Uses the recording capabilities of the messaging application. >All Skillsets have skillset mailboxes Skillset 1, 4, 7, 9 Chang OK Familiar User Interface Agent Logging In Agent selects “IN” Agent: Julia Gatz IN OUT NEXT Logged Into 1,4,7,9 The system confirms that the agent is logged into skillsets 1, 4, 7, & 9
Nortel Confidential Information 13 Intuitive Programming Skillset Programming All programming is accomplished with a easy to understand user interface. It uses a combination of radial buttons, drop down menus and dialog boxes to remove complexities.
Nortel Confidential Information 14 Intelligent Routing Features Intelligent Caller Input Routing Route the call based on user input CLID/ANI Intelligent Routing Route the call based on source DID/DNIS Intelligent Routing Route the call based on destination CLID/ANI or DID/DNIS Priority Routing The administrator can to determine the order in which the routing decisions are made. E.g. check DNIS then CLID or CLID then DNIS.
Nortel Confidential Information 15 Intelligent Caller Input Routing For Example, The caller is answered by the Call Center and the Intelligent routing plays announcement #1 ”Thank you for calling, The Better Mouse Trap Company. For Retail Sales please press 1, Wholesales Sales please press 2, for Support press 3, and for Shipping press 4”. The caller pressed #2 for Wholesale Sales. They would then hear Announcement #2 “You have reached our Wholesale Sales department, please enter your Account number”. At this point, based on the account number entered, the Intelligent routing would assign a priority to the call and direct it to right skillset of agents. Calls are routed based on information enter by the caller. Can provide routing choices to the caller, or Ask the caller for information and route the call appropriately
Nortel Confidential Information 16 Intelligent Overflow Provides tremendous flexibility in how to route calls during busy periods. You can specify that a waiting call: Overflows to another skillset and keeps its conditions and original skillset greetings Moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings Transfers to the skillset mailbox Transfers to an extension or mailbox Transfers or external telephone number Changes in its priority level Intelligent Overflow Routing rules based on: Mode of operation, each Skillset can have independent overflow rules based on whether its in Day Mode, Night Mode or 24 hour Mode Time in queue or whether agents are logged in. OVERFLOW Group 1 Agents busy beyond threshold Call is made available to Group 2
Nortel Confidential Information 17 Programming Day Routing Example of a day routing with 8 routing steps. Addition routing steps can be added by simply clicking “insert”. This will open a nested form (shown on the next chart) used to enter the required information about that step
Nortel Confidential Information 18 Programming a Routing Step
Nortel Confidential Information 19 Silent Monitor The Supervisor can silently monitor the audio of the caller and agent. The Supervisor monitors the set while the agent is logged in. This means the Supervisor Monitors the agents: incoming calls, outgoing calls, intercom calls and while they are listening to voice mail. The Supervisor Monitors the entire call. Prior to the call starting through to completion. Monitoring session remains active if agent places the call on hold. The supervisor can traverse from agent to agent.
Nortel Confidential Information 20 Expected Wait Time Introduced in BCM 3.5 A new routing step that when encountered will play a audio message for traditional voice originated contacts or send a text message for chat inquires and web initiated voice calls. The message, whether text or audio, will provide the caller with how long they can expect to wait in queue prior to being connected to an agent. This may be further enhanced by playing the announcement and providing additional options to the caller such as leave a message or transfer to another skill set or location. Greetings in Basic Increased to 30 Was 10 in BCM 3.0 Increased as part of Expected Wait Time functionality.
Nortel Confidential Information 21 Agent Help Allows a Call Center agent who is active on a CC call to request help from a supervisor by pressing a programmed telset feature key. A supervisor who receives a request for help may choose to accept or decline that request. If the request is accepted, the system invokes a Silent Monitor session so that the accepting supervisor begins monitoring the requesting agent’s current CC call. The effect is just as if the supervisor had begun monitoring the agent directly, except that with Agent Help, the agent is notified that monitoring has begun (i.e. the help request was accepted) Agent Help
Nortel Confidential Information 22 Multimedia Call Center >Click for agent - voice >Click for agent – chat >Web page push/pull >Follow-me browsing
Nortel Confidential Information 23 >True Integration It is not a “bolt on” or “inter-connected” product from a third party. It uses the same core processing and administration tools as other components of the Business Communication Manager. >Refresher or Update Messages The surfer will receive text messages in the same manner as if they had placed a 1-800 call into the business >Blended Call Treatment Will route all incoming interactions based on its intelligent routing capabilities established by the call center administrator. The rules will consider source, destination, media and resources available to respond to contacts >Web Page Lists >Reports Multi-Media Call Center
Nortel Confidential Information 24 Reporting for Call Center Server Architecture State Machine D / B XML Interface Call Center BCM PC’s with IE CC Pro- cesses Stats D / B Web Host PC Web Interface Internet The CCRS is a backend feature which is not directly visible to users. Its an Open XML webserver. Stateless XML webserver will send a fully consistent datapacket to the client. The client cannot get out-of-sync (due to LAN outage) or display incorrect data (due to unusual call scenarios). Delivery Post BCM 3.5
Nortel Confidential Information 25 Supervisors View of: Real Time Agent Detail Report Color coded agent states Blue-Available Dark Green-Break time Light Green-Incoming Grey-Incoming Non Call Center Yellow-Outgoing Gold-Supervisor Monitoring/Responding to help request Pink-Call on hold Light Grey-IC Dark Grey-Not Ready Telephone-Voice Call Globe-Voice MMCC Smiley Face- Chat ID of the skillset the call belongs to Enhanced functionality, plus a friendly user interface! Employee Name
Nortel Confidential Information 26 Real Time Call Summary The Real Time Call Summary displays a summary of the calling activity of a skillset (calls waiting, for how long etc.) and a summary of agent detail (number of agents logged in and the various states that they are in). Color change when thresholds have been exceeded
Nortel Confidential Information 27 Historical Reports Menu Selecting the Reports option presents the Report Menu page shown here. To obtain a report click on the appropriate button.
Nortel Confidential Information 28 Example of a Historical Report - Incoming Call Traffic Report A breakdown of the Answered calls with respect to the Primary Alert (P) and the Secondary Alert (s) as follows Number answered
P (and Sa A grade of service will be calculated and displayed Total Number of Calls Presented to the Skillset Direct Indirect Number of Answered Calls By Agent By Voice Mail By Operator By non-Agent Number of Abandoned Calls Unstaffed Calls Number of Calls that Left the Skillset Because of an Overflow Rule By any other means, including routing steps, CCR, etc…
Nortel Confidential Information 29 Intelligent Contact Center
Nortel Confidential Information 30 BCM Current Call Center Offering Price Basic Call Center Professional Call Center $2,630 2 Skillsets 10 Agents $9,010 50 Skillsets 80 Agents >Large gap between Basic and Pro Large Price Difference - $6,380 Some Functionality Differences– DNIS routing, Multi digit caller input routing, Capacity 2 vs. 50 skillsets, 10 vs. 80 agents >Channel Partners have consistently been asking for something between Basic and Pro For all the above reasons Pricing gap, Price of Pro is high Confusion of Basic vs Pro functionality, upgrades with and without reporting, etc. >Missing significant opportunities where customers require more skillsets then 2 and a low number of agents Functionality
Nortel Confidential Information 31 Intelligent Contact Center >Intelligent Call Center would have the same functionality as our current Professional Call Center with no reporting, agents or skillsets. It should be available on all BCM platforms; BCM 400 and BCM 50 (release 2) >Optional components that could be added would include: x Agents, (keycodes available in similar increments to what we currently offer) x Skillsets, (keycodes similar to what we create for agents but wouldn't grow as large) Reporting for Call Center, Multimedia Call Center, Future developments… soft agent, CRM interface etc. >Pricing, TBD but… Most likely it will more economical for customers to get into a CC with less then 20 agents and 50 skillsets. But more money at the upper end of capacity 40 plus agents) Price Basic Call Center Professional Call Center Functionality Intelligent Contact Center Intelligent Call Center Agents Skillsets RCC MMCC
Nortel Confidential Information 32 Customer Benefits Addresses requirement for a solution between Basic and Professional CC. Maximum flexibility in granularity Any combination of Agents and Skillsets within boundaries of platform Significantly simplifies product offering Intelligent Call Center, x SS’s, x Agents, RCC Eliminates Basic, Pro and upgrade between them Channel partners and customers do not have to worry about what functionality is contained with what product Application Horizontalization – Significantly increasing market potential Customers that require more SS then agents Real Estate Vertical – 3 receptionists (3 agents) answering for 20 Real Estate Agents (20 skillsets). Medical Vertical – 3 receptionists (3 agents) answering for 8 Doctors (8 skillsets). Big box retail – 3 receptionists (3 agents) answering for 12 Departments (12 skillsets). Etc.
Nortel Confidential Information 33 Increase Market Potential Volume Market Segments Horizontalize Contact Center on the BCM Current Market Potential New ICC Market Potential
Nortel Confidential Information 34 Reporting for Contact Center >Enhancements to Report Generation Page Can select one time period and generate multiple reports for that period Can print or view Report generation status window Multiple reports on screen >New call states Delay answer Ringing >Real time components separated More flexible viewing options >Update reports explained document >Miscellaneous nomenclature chages
Nortel Confidential Information 35 Changes to MMCC >The most relevant change from an end-user perspective will be the method for accessing the MMCC administration functionality. In BCM 3.x, the user would navigate to Unified Manager Services Multimedia Call Center, and then select “MMCC Admin” from the Tools menu. In BCM 4.0, the MMCC admin will be moved in to CallPilot Manager, to provide a more consistent UI look and feel >In BCM 4.0 there will be a slight change to the login procedure for MMCC agents. Previously on BCM 3.7, for an agent to receive MMCC calls an agent had to programmed as “Both” in Call Pilot Manager. For BCM 4.0, when the MMCC keycode is applied, all agents will become “Both” agents. They will then be able to receive calls based on how they are logged in: If logged in to the PC client only, they can receive browser calls If logged in to a telset only, they can receive voice calls If logged into both PC client and telset, they can receive voice, phone & browser, and browser only calls.
Nortel Confidential Information 36 Changes to MMCC, continued >Second, a new sub-menu node “Customize MMCC Files” will be created under the CPM Contact Center menu node, which will contain the admin functionality previously found in the “Customize” section on BCM 3.7, as shown here. An “interface” is a collection of customized files, which can be displayed to a web caller if desired. A customized file can be used in place of the default file, enabling a customer to personalize their MMCC web content for their business. In this screen shot, note that the “default” interface can only be viewed – it cannot be deleted or modified. Also note that a new interface can be created by entering a name in the text box and pressing the “Create” button. The screen shot on the next page displays the result of the user entering a new interface named “custom”.
Nortel Confidential Information 37 Thank You! Questions?