Call Center Call Center Workforce Optimization Solutions

Call Center

Call Center

Call CenterCall & Screen Pop-upReal Time MonitoringReport GeneratingIn/Outbound BlendingMulti Site Power Proactive PredictiveMulti MediaCall DetectionMulti Contact Channel IntegrationSkill Based RoutingHistorical Reporting CAPIOpen InterfaceCRMCampaign ManagementMulti PBX

Call CenterRouterContactMediaMonitorAnalyzerWFMOutboundDialerCTI-Engine/ / , /

Call Center

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1. Business PlanCustomer Contact StrategyDetail PlanFunctional Requirement Plan

2. Call Center Size/StructureAutomation& Technical RequirementsSystem & Facilities DesignPlatforms & DecisionsVendor Selection

3. Pproject Management PlanInstallation & TestSystems Integration & TestTrainingCutover

(Incoming/Outgoing Call)Interactive Voice Response, IVR)(Automatic Call Distribution, ACD)(Voice Recorder)Computer Telephone Integration, CTI CTI(CTI Server)

(Switch-Computer Link)(Computer-Switch Link)(Customer Database)Contact Management SoftwareCRM/Workflow/(Data Warehouse/Data Mining)

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IP Call Center

Call Center

Witness SystemWorkforce Optimization Solutions

WFO WFO ()e-LearningKPI

60-80%KPI

ExecutivesAgentsFinanceHuman ResourcesTrainingDirector EnterpriseScheduling Managers(Phone, Chat, eMail)

CTI Integration GatewayDatabase & Web ServerContract Store TrunkTCP/IPACD / PBXQuality MonitoringScreen CaptureContract Store IP

IP PhoneAP:Start, Stop,Index UpdateWorkforceManagement

Screen Capture

Quality Monitoring KPI

KPI

Most contact centers, and indeed other vendor solutions, focus on metrics. Whats important is to focus on the questions youre trying to answer for each role and indeed each employee in your center.

NOTE: Be sure to highlight that what customer need is not analytics (dig on AIM and Aspect), but answers to performance-related questions. Were not p[ropviding raw metrics, were offering KPIs that condenses data into information on which you can take action. Weve done the hard part of aligning data to KPIs to answers.

Our KPIs areAppropriate for the role that is viewing them not just a set of statsUsed as building blocks up the chain I.e. agent KPIs are used as building blocks to create the more interesting KPIs to managers and schedulersApproved by Gartner Group - they are built on our own expertise of 1000+ customers, but approved and accepted by Gartner group, something no other Performance Management vendor can claim. Gartner certification is important not just as endorsement that we are measuring the right stuff, but aligns well with Gartners Benchmark practice, so they can easily do industry bechmarking from your Advisor implementation and coach Senior Management on how they are doing compared to their industry.

Workforce Optimization

Q&A

Adding integrated business requirements that may impact the communication infrastructure for some competitive platforms, can easily be addressed with our system. Whether its:Implementing a Disaster Recovery Site or leveraging our Hosted Services to provide such DR servicesProviding Business Continuity for those employees and agents that need remote access to seamlessly work through the contact centerConnecting the remote branch offices for effective communications across the organization in terms getting the best-skilled agent to answer a requestOr providing a solution that doesnt alienate the mobile workforce.