1. CTI Contact Center For CustomerSoft ESP
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2. What is the CTI Contact Center
The CTI Contact Center is a full featured call center application tightly integrated with the CustomerSoft ESP CRM & Helpdesk solution. The CTI Contact Center delivers a full suite of CTI call center capabilities to CustomerSoft ESP users, including Interactive Voice Response (IVR) and Screen Pops.
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3. What You Get With CTI Contact Center
By combining the power of CustomerSoft ESP and the CTI Contact Center the call center can leverage leading edge technology to maximize efficiency and profits.
In the past true CTI enabled call centers have been expensive to deploy and maintain. CTI Contact Center and CustomerSoft ESP make the same set of features available at a very affordable cost.
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4. Standard Packages CTI Contact Center
CTI Contact Center Restricted (PCC-R)
Delivers a full featured IP Based Contact Center that delivers an out of the box CTI enabled Call Center.
CTI Contact Center
Un-Restricted (PCC-UR)
Delivers all the Features of the PCC-R with additional custom development tools, Web Chat, & Collaboration, and is designed to meet the needs of a custom designed Contact Center
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5. Standard Features Of CTI Contact Center-R
Real-time ACD call statistics
Historical Reporting
Call Monitoring
Recording
Presence Management
Unified Messaging
Distributed Contact Center
IP PBX
ACD
Auto Attendant (IVR)
Screen pops
Software Phone w/complete call controls
Call transferring and conferencing
Remote call center agents
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6. Standard Features Of CTI Contact Center-UR
All Features of PCC-R
routing/queue
Web chat
Skills based routing
Web Collaboration
Custom IVR application development tools
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7. CTI Contact Center Add-On Capabilities
CTI Contact Center UR & R
PBX Integration Package
Redundant Fail-Over Systems
Marketing On Hold applications
Advanced Call Recording
Speech Recognition
Automated Response System, E-FAQ (integrated with Contact Center)
CTI Contact Center UR Only
IVR Development Tools (COM, SOAP, ODBC, XML, etc.)
Automated Fax on Demand
Predictive Dialing
Self Service IVR Packages
Advanced Text-to-Speech
We’re going to start by identifying the Components of convergence that we will be dealing with today. Then we’ll define each briefly.
Keep in mind we’re giving a brief definition of each term now, and will be going into greater depth as we focus on the various technologies we’re defining right now. If you’re concerned during our definitions that you have only a superficial understanding of the term; don’t worry-- more depth will be provided as we go forward
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8. CTI Contact Center Value and Benefits
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9. Customer Service and Satisfaction
Want Anytime, Anywhere, Anyway communications
Voice, FAX, , Web
Need both self service and live service options
Want to eliminate multiple agent hand-offs
Let’s talk a little bit about the contact center market. The overall goal is to provide customer service and satisfaction. This means focusing on customer needs. We could spend all day talking about customers, but I just want to highlight a few things that customers are saying today.
First, customers want to choose how they communicate with an organization. They want to be empowered to whatever means of contact suits them and not the other way around. This more and more involves voice, FAX, and Web communications options.
Second, customers want to use self-service when it’s effective and convenient for them, and they want to use live service options when there are more complex issues. Combining the two so that customers feel empowered and so information collected during a self-service phase is passed on to the service representative is very important.
Third, customers hate to be bounced around from service option to service option. If they start on the Web, the customers want to finish on the web. Being bounced from the Web to a phone, only to repeat information and then to be bounced back to the Web is a very negative experience for most customers in this day and age.
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10. Efficient, Effective Operations
Agents want simplified tools to communicate with customers
Supervisors want multi-channel, multimedia management tools
Administrators want a single point of administration across all contact points
Inside the contact enter, there are some major goals as well. Obviously, customer satisfaction is constantly measured
Agents want to be able to do their job as efficiently as possible.
Supervisors need to manage as effectively as possible.
Administrators want efficient system administration and troubleshooting tools to keep things humming.
This sounds easy, but most organizations struggle with their contact center technology instead of using it as an enabler to better customer service and satisfaction.
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11. Administrators Main Benefits
On-site System Control
Manage day-to-day call processing control
Ease of administration
Use a single administrative interface for users and skills across interaction types
Manage multimedia interaction workgroups
Manage system resources such as voice, stations, integration points
Ease of Customization
Use a graphical tool to build custom interaction processing
For administrators, a variety of tools ease their day-to-day systems management.
Using Interaction Attendant, typical call flows and basic queues can be configured and managed.
Using Interaction Administrator, agent profiles, workgroup profiles and multimedia interaction setting can be maintained. Also, system resources such as phone lines, line groups, stations, and a variety of legacy integration points are managed.
For those organizations looking for additional customization of interaction routing and processing, there’s Interaction Designer. Interaction Designer’s visual application generator allows all media types to be “blended” into sophisticated, customer-centric applications.
We’ll cover each of these areas in a little bit more depth in a few minutes...
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12. User & Supervisor Main Benefits
Agent Control
Desktop GUI to control and manage all interactions
Screen Pops - CTI without the “I”
Remote Agent Capable
Supervisory Tools
Monitor all interaction types through a single graphical console
Run reports for all interactions
Set real-time alerts for all interactions
For agent control, CIC offers a desktop interface to manage both personal and distributed interactions. This interface performs screen pop functions with a variety of application environments.
Supervisors can monitor various real-time interactions and see queue and workgroup statistics. Additionally, supervisor can run a variety of reports on agent, workgroup, the overall system performance and for a given interaction type. While monitoring the performance of a workgroup, supervisors can set pre-defined alerts which will notify them via a variety of communications means if specific queue or agent values are reached and/or exceeded.
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