OpenScape Contact Center Multimedia. First Contact Resolution in a Multi-Channel World <insert date here>

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2 OpenScape Contact Center Multimedia First Contact Resolution in a Multi-Channel World <insert date here>

3 Agenda OpenScape Contact Center Agile vs. Enterprise What is OpenScape Contact Center Multimedia and how does it work? Voice Contact Handling Contact Handling Web Collaboration (aka Web Chat) Callbacks and Outbound Handling multiple contacts simultaneously 3

4 OpenScape Contact Center Agile Seamlessly and efficiently integrates Inbound Voice, , IVR Self-Service and Callbacks into your Contact Center Intelligent group-based integrated voice and routing for small to mid-size contact centers Simple yet powerful Manager tools for enhanced contact center management Intuitive Agent desktop for improved productivity Seamless upgrade path to OpenScape Contact Center Enterprise 4

5 OpenScape Contact Center Enterprise Seamlessly and efficiently integrates Inbound Voice, , Web Collaboration (Chat), IVR Self-Service and Callbacks into the Contact Center Intelligent skills-based routing of voice (inbound & outbound), , Web Collaboration (Chat) for medium to large contact centers One unified application for all media types - single administration and reporting view Simple yet powerful Agent and Manager tools that increase usability and productivity Improved agent utilization by handling multiple concurrent contacts Investment protection start with one channel and add channels as business dictates 5

6 Key Multimedia Features & Benefits Unified Reporting Unified Agent Desktop Multiple Interaction Channels Centralized Administration Unified Customer View Supervisors and managers have a single interface for consolidated and reconciled reporting across all media Greater ease of use & acceptance Faster agent training and ramp-up Pre-integrated modules can be added as needed Investment protection and smooth migration Leverages proven and familiar management framework Faster changes Streamlined reporting Empowers agents with customer contact history Single point of integration with enterprise CRM 6

7 How It Works Communication Platform OpenScape Contact Center Agent Desktops Voice Corporate Web Server Web Internet Corporate Server OpenScape Contact Center Server Customer makes contact with the enterprise via their preferred media Contacts received at Communication Platform or corporate or Web servers Contacts are consolidated, analyzed and queued by OpenScape Contact Center Server OpenScape Contact Center Server routes contact to appropriate agent for handling 7

8 Agent Multimedia Contact Handling Voice Contacts Easy-to-use softphone and agent state controls Screen-pop with data collected from Call Director, an external IVR, or from an external database lookup Blends inbound, outbound, & callback contacts Contacts Screen-pop with sender and contact details Internal and external forwarding and consultation Auto-suggest templates library Web Collaboration (Chat) Contacts Screen-pop with contact details (customer name, session start time, contact type and data) URL or document-based screen pop associated with contact type Library of standard phrases / URLs Escorted browsing / web page push capability 8

9 Presence and Collaboration Tools Fully integrated across voice, and chat channels Visual icons communicate presence status Availability reasons offer contextual information Automated user state changes View presence by job role, department, availability status One-click to collaborate including shared customer contact data screen pop Agents can view the presence of enterprise users 9

10 Presence and Collaboration Tools Team List and Team Bar: Presence-based multimedia communication tools One-click-to-communicate with other agents, supervisors, and enterprise experts Display up to 100 users in Team List, up to 25 users in Team Bar Speed List and Speed Bar: Fast and easy retrieval of contact information for frequent internal and external contacts One-click-to-communicate via phone or Display up to 100 entries in Speed List, up to 25 entries in Speed Bar Enterprise Directory Search 10

11 Presence and Collaboration Scenario Presence and Collaboration tools facilitate first contact resolution because the agent can consult with the doctor to solve the patient s concern in one call An agent receives a call from a patient who is unsure about a medication prescribed at his last appointment. The agent needs support from a medical specialist to address the concern. He views his Team List to check the availability of doctors or nurses for a conference call. The doctor, using the Associate Desktop, consults with the agent in real-time, providing the information required to resolve the issue on the first contact. 11

12 Multimedia Agent Desktop Blended multimedia desktop for handling inbound and outbound voice, , and Chat contacts Flexible, intuitive user interface with one-click access to all important features Provides unique tools for presence and collaboration, performance feedback and productivity, optimized contact handling Agent State Controls Broadcaster Ticker Tape Softphone Controls Feature Controls and Indicators Personal Performance Bar Speed Bar Team Bar Media Controls 12

13 Multimedia Administration Manage various system elements across all media: Agent states and utilization Universal queue voice, , chat contacts Thresholds and alarms Centrally manage contact center activity: Modify contact attributes Reserve or chat sessions for specific agents Preview, close, delete messages All interactions tracked and monitored 13

14 Multimedia Design Center Voice & IVR Web Collaboration Outbound/ Callback Fully integrated into the Manager Desktop with intuitive, workflow-style design tool for multimedia routing strategies Easy-to-use single point of multimedia design for all routing strategies, self service applications, and queue processing flows Library of configurable, reusable multimedia routing and queue processing components Multimedia routing strategy and queue processing flows are checked and validated for completeness in real-time 14

15 Multimedia Reporting Single interface provides consolidated and reconciled reporting across all media Easily customized report definition/views Multimedia reports include: /Web Collaboration agent summary by contact type Agent workload breakdown Agent performance distribution Destination and source 15

16 Multimedia Activity Reports Easy-to-use interface for detailed activity reports Examine the step-by-step progression of any incoming contact across all media Review user activities for a specified time period 16

17 Voice Contact Handling

18 Handling Voice Contacts Intuitive softphone to streamline voice interaction handling Screen-pop with contact details and customer data synchronized with each incoming call Directory tab with data from an LDAP directory lookup Convenient access to Wrap-up reason codes assigned by queue, tracked and reported on 18

19 Routing and Queue Processing Workflow-style interface for voice routing strategies and queue processing flows Fully integrated IVR within flows (OpenScape Contact Center Call Director) Library of configurable, reusable components such as: Time-of-day/Day-of-week schedules Source/destination decisions Performance level decisions Data directed routing decisions 19

20 Contact Handling

21 Overview Message analysis and categorization Routing and queuing Auto-acknowledge Auto-suggest / auto-respond HTML Support for both and Templates Closed loop tracking/wrap up codes Message thread / conversation search Ability to handle multiple s concurrently Reporting / monitoring / training mode Historical record / archive 21

22 How It Works 1. Customer sends message to via Web form or free form 2. Message is received by the enterprise corporate server 3. OpenScape Contact Center Server collects messages and analyzes for relevant keywords and phrases. Call type and tracking number are assigned 4. Based on call type the routing server sends message to the best available agent for response relevant text Customer Internet 8. Customer receives response message with tracking number Corporate Server 7. Message is received by the enterprise corporate server and is sent on to customer OpenScape Contact Center Server 6. Message travels back through OpenScape Contact Center Server where it is sent on to the corporate mail server OpenScape Contact Center Agent Desktop 5. Agent responds using automatically suggested template from library, as well as agent text and images 22

23 Contact Handling Reply, forward, requeue, defer, or discard the message Internal and external forwarding and consultation Agent to customer initiated Agent can work on multiple contacts concurrently Additional Client Search functionality Enable agents and supervisors to understand the sequence of interactions leading to a satisfactory resolution 23

24 Contact Handling As an is routed to the agent, the agent can receive the following contact data within their Agent Desktop: First and last name address Phone number Customer type Account/Service Rep 24

25 Response Library Templates Library of response templates speeds agent reply time and ensures accuracy and consistency Agent auto-suggest capability automatically presents most appropriate templates based on contact categorization or queue One click inserts template text or URL into reply message minimizing input time templates support both HTML and plain text format 25

26 History and Tracking Agents can see the customer s history of s to better understand their requirements Ticket, history, thread recorded and tracked Archive of received, sent and discarded messages searchable by customer and date range Agent comments and session wrap-up is also captured 26

27 Analysis and Categorization Message contents: To: From: Subject: Body text Analyzed to identify specific categories Based on categories identified, the most appropriate contact type and queue assigned Message is then routed accordingly either to a specific queue or an agent Ticket number is assigned to track the message and conversation thread 27

28 Auto-Acknowledgement & Auto-Suggest Auto-Acknowledgement Informs customer that their message has been received Sets service level expectation by providing estimated response time Pre-empts unnecessary customer follow-up messages and contacts Auto-Suggest Based on contents of customer s , an automatic suggestion is provided to the agent and customer 28

29 Reporting on s Create queue views and monitor message and agent status Search messages and view message detail Reserve messages for specific agents Forward, reroute and discard messages Create and run reports 29

30 Routing Strategies and Flows Unified routing engine to categorize, route and queue interactions Visual, workflow-style interface to define routing strategies and queue processing flows categorizations based on content analysis of subject line and body text Auto-acknowledgement, auto-response and auto-suggest Enables closed loop tracking 30

31 Scenario Patient wants to change an appointment by sending an to their medical clinic Customer name & Keyword A customer sends an request to reschedule an appointment OpenScape Contact Center automatically responds to the customer, notifying them that they have received the and will provide a complete response within 24 hours Based on an automatic keyword search, OpenScape Contact Center categorizes and routes the to the scheduling agent The scheduling agent receives the , reschedules the appointment and is able to reply back within 24 hours 31

32 Web Collaboration

33 Web Collaboration (Chat) Facilitates live customer request for Web interaction Categorizes, routes and queues the request initiated from the web Typically starts as a web chat session with a qualified agent Agents can handle multiple web collaboration sessions concurrently Allows 2 (or more) parties to collaborate in a Web chat session Provides Web content push as well as escorted Web browsing Closed loop tracking 33

34 How It Works - Chat 1. Customer requests a chat session from the corporate Website 2. Chat request is routed to the OpenScape Contact Center Server 3. Chat request is assigned a call type, and is enqueued for an agent OpenScape Contact Center Server Customer Web Browser 6. Agent and customer end Agent Desktop chat session and a complete 5. Agent and customer chat. Agent session transcript is presented sends information and Web pages to the customer from their media library 4. Agent initiates session from their OpenScape Contact Center Agent Desktop application and begins chatting 34

35 The Customer Experience Customer clicks on a chat live button to initiate a live agent Web collaboration session No customer download or installation of plug-ins required Customer application is easily customized to match enterprise Website look and feel 35

36 Handling Web Collaboration Contacts Web collaboration interaction handling in one blended, intuitive agent desktop Screen-pop with contact details and data Ability to handle multiple web collaboration sessions concurrently Invite participants to collaborate with two or more parties in a session Escorted browsing functionality enables agent to guide customer through a sequence of Web pages Directory tab with data from an LDAP directory lookup Convenient access to wrap-up reason codes Agent Customer 36

37 Handling Web Collaboration Contacts Provide agents with key details when the web request pops up on their screen: Contact details: customer name, URL, session start time Contact type and contact data Service level interval Original agent and agent or supervisor comments URL or Document-based screen pop associated with contact type or queue Inserts agent standard greeting Agent may re-queue the Web collaboration session to another contact type or queue 37

38 Handling Web Collaboration Contacts Invite participants to collaborate with two or more parties in a session Escorted browsing functionality enables agent to guide customer through a sequence of Web pages 38

39 Template Library Library of standard phrases and URLs speeds agent reply time and ensures accuracy and consistency Automatically inserts standard text or URL into the chat window - greatly reducing response time Agent adjustable font size 39

40 Routing Strategies and Flows Unified routing engine to categorize, route and queue web collaboration interactions Visual, workflow-style interface to define routing strategies and queue processing flows Automatic Web page and chat message push Escorted browsing and configurable library of message templates and push URLs Enables closed loop tracking 40

41 Routing Strategies and Flows Configurable, reusable components to streamline routing and queue processing strategies: Time of Day / Day of Week Schedules Auto-push text messages Performance Messages based on realtime operational statistics (e.g. contacts in queue, current service level, estimated wait time) Auto-push URLs 41

42 Web Collaboration Scenario Health Insurance A prospective client browses the insurance company s website and starts an online web collaboration session, requesting information on the different health insurance offerings. OpenScape Contact Center receives the web request and lets the client know that they are the second person waiting in queue. While the customer is waiting in the Web queue, they watch a video that was automatically pushed by OpenScape Contact Center Web Collaboration The contact center starts the chat session and determines that the information the customer is looking for is available on their website. The agent first uses OpenScape Contact Center s Escorted Browsing to guide the customer to more online information. When the customer decides on an insurance plan, the service representative pushes a web page with the application form that the customer will need to complete. 42

43 Callbacks & Outbound

44 Handling Callbacks Agent initiated and web requested callback Customer initiated callback as part of a routing strategy or queue processing flow Automated callback on abandon in queue Callbacks routed by matching agent skills (Enterprise) or groups (Agile) and availability with call requirements Agent views the customer s data on their Agent Desktop before issuing a callback Unified inbound/outbound queue improves agent utilization 44

45 Managing Callbacks Managers can analyze expired Callbacks and decide if they should be deleted or re-tried Managers can create Callback reports by selecting Callbacks that expired but do not have a successful Callback result The report is exported and reimported into OpenScape Contact Center for execution 45

46 Callback Call Flows Use the Create Callback component in Design Center to start the Callback call flow Allows customers to actively request a callback at a time convenient for them Configurable start and end day and time for the callback and callback number Advanced callback creation allows using contact data for: Contact name Callback Queue Callback Description Start and end dates and times 46

47 Callback Scenario Your estimated wait time to speak to a service representative is eight minutes. Please press 1 to continue to wait or press 2 to request a callback. Do you want to be called back immediately or tomorrow? A customer calls the company to request detailed information on a product She hears an Estimated Wait Time Message detailing the expected wait to be connected to a service representative Here, the caller decides to request a callback because of the anticipated wait. She inputs her home phone number Here, the caller selects the option to be called back immediately and the callback is generated automatically As soon as incoming call volumes have decreased, the service representative receives a screen-pop with callback details and initiates the customer interaction 47

48 Callback on Abandon in Queue Scenario Your estimated wait time to speak to a service representative is eight minutes A customer calls the company s VIP line He hears an Estimated Wait Time Message detailing the expected wait to be connected to a service representative Here, the caller decides to hang up because of the anticipated wait. The caller s number is stored and the callback is generated automatically As soon as incoming call volumes have decreased, the service representative receives a screen-pop with callback details and initiates the customer interaction 48

49 Outbound Campaigns Run campaigns or one-to-one marketing calls Execute customer surveys and survey follow-ups Convenient access to configurable Wrap-up reasons to document the success of campaigns or the outcome of customer surveys 49

50 Creating Outbound Campaigns Automatically import outbound campaign lists Load up to 24,000 outbound calls per list Match outbound call requirements with agent skills and availability Real-time and cumulative views help managers monitor outbound calling activity and campaign status in real-time 50

51 Managing Outbound Campaigns Run multiple campaigns concurrently Priority levels can be assigned to each campaign, ensuring more important campaigns are executed first Outbound reports identify successful and unsuccessful campaign calls 51

52 Outbound Scenario Based on their practice management software, the hospital generates lists of scheduled appointments and related patient contact information. The calling lists are automatically loaded into the OpenScape Contact Center system. Outbound calls are scheduled and will be routed automatically. The service representatives receive a preview window with call details before initiating the outbound call. 52

53 Call Director Integrated IVR

54 Call Director Fully integrated IVR in Design Center workflow Auto-answer, greetings, intelligent messages and announcements Menus and caller navigation automated pre-routing Digit collection and related screen pop for Agent or 3rd party application (e.g. Microsoft CRM) External database ODBC read and write access via workflow for basic self-service transactions Dynamic, multi-format Numbers-to-Speech playback 54

55 Call Director Scenario: Confirm Time of Scheduled Appointment A Patient calls the hospital to confirm the time of a scheduled appointment The patient chooses the option to confirm appointment from an interactive menu The patient is prompted to enter patient information like patient ID, DoB or confirmation number of the appointment Scheduled time of appointment is determined, based on patient provided information through query of external electronic scheduling system The date and time of the scheduled appointment is played back to the patient The patient is prompted with an option to speak to an agent if the appointment needs to be rescheduled, or for other reasons 55

56 Multiple Contact Handling

57 Overview Helps improve agent utilization and customer service levels Agents can handle up to 8 contacts concurrently (max. of one incoming voice or callback contact) Easy and flexible Multiple Contact Handling rules configured in the Administration Center on a peragent basis, allowing managers to take into account agent proficiency / skill level Report Center statistics help manage contact center performance Agent Desktop tools ensure that each contact gets the proper attention 57

58 Multiple Contact Handling Concepts Multiple Contact Handling is the ability for a user to handle more than one contact at a time and for the system to route more than one contact to the same user based on one or more contact handling rules Contact Handling Rules indicate how many contacts for each media type a user can handle concurrently Contact handling Capacity of a user is the maximum number of contacts the user can handle concurrently A contact in a multiple contact handling environment is: Active: from the time that it is offered to (or initiated by) a user until it is completed Primary: when the agent focus is on that contact, or Non-Primary: when the contact is active but not primary 58

59 Multiple Contact Handling Rules Multiple Contact Handling Rules are fully integrated into Administration Center Rule configuration is simplified by providing total number of contacts, and intelligently adjusting the number of remaining contacts available (up to eight) during rule definition Up to six rules can be associated with each agent via: User Templates User Settings Contact Handling Rule ( User tab) Multiple rules represent alternative concurrent contact handling scenarios 59

60 Multiple Contact Handling Reporting Real-time views and historical reports help managers understand the effects of agents handling multiple contacts simultaneously Real-Time reports display: Only primary, or primary and non-primary contacts for each agent Active and primary time per contact Maximum and minimum unused agent capacity Cumulative and historical statistics provide average & maximum number of active contacts and active contact time Easy to read User and Source Activity reports with context menus 60

61 Multiple Contact Handling Tools for Agents The Active Contacts List shows all active contacts for the agent: newly arrived contacts the primary contact exceeded thresholds for contacts if applicable It can be used to: bring an active contact into focus execute media specific actions via contextsensitive menus The Active Contacts Bar is a quick-access tool that provides a subset of the Active Contacts List functionality 61

62 Multiple Contact Handling Scenario: VIP requires immediate attention!!!! An agent is currently talking with a customer, but capable of handling multiple contacts. A VIP customer sends an to a dedicated address for the VIP hotline. Expected response time is < 10 minutes. The VIP is routed to the agent currently on a voice call. Via the Active Contacts List, the agent is informed of the incoming and can start working on it while wrapping up the call with the customer. The customer receives the agent s reply in under 10 minutes. The agent moves on to handle other contacts, while still being available via if required. 62

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