2Ring SCRIPTS & FORMS v2.0 English

2Ring SCRIPTS & FORMS v2.0Reduce Call Times (and Learn More)OVERVIEW FOR CISCOCONTACT CENTERS

2Ring SF .. Quick Overview» Collect data › Have agents collect reliable info on inbound and outbound calls in your contact center using web-based forms» Save time › Start filling out a form on call’s arrival, don’t wait until call ends» Empower supervisors › Create and modify forms with ease

2Ring SF .. Business Case» What can these forms do for me? › Deliver better services to your clients › Enhance productivity › Decrease turnover/attrition › Make work of agents more fun › More guidance › Less of the time pressure after call › Less of memorizing

2Ring SF .. Benefits» Supervisors can › Setup a wrap-up form per a call type, IVR selection or any other parameter of the call › Modify forms whenever needed › Use unlimited number of questions / answers › Organize questions to form a tree structure › Use forms for agent evaluation › Set up to 10 custom values to each item of the form (can be used for evaluation of the forms)

2Ring SF .. Benefits» Agents can › Start filling out forms right after accepting a call › Fill out multiple forms during a call › Be guided by the form» Analysts can › Create reports › Correlate with other contact center statistics › Automate import of data to a data mart

2Ring SF .. Form Options» Button types › Check boxes › Radio buttons › Free text answers» Checks & balances › Set min. and max number of chosen answers per every “question”» Corporate image › Designed forms to fit corporate design

2Ring SF.. Connected to Calls» Store with every form (agent’s answers) › Corresponding call ID › Agent ID › Call type › IVR path › Customer entered data › Any other relevant information

2Ring SF.. Platforms» Cisco Finesse › Gadget» Cisco Agent Desktop › UCC Enterprise › UCC Express» 2Ring Agent Desktop › Other CTI OS Toolkit Solutions with integrated web browser

2Ring SF ..» System Requirements › Client › Microsoft Silverlight 4 › Microsoft Windows XP SP3 or later (fully updated) › Apple Mac OS X 10.4.11+ (Intel-based) or later › Server › Microsoft Windows Server 2003SP2 or later › Microsoft .Net Framework 3.5SP1 or later › IIS 6.0 or later with ASP .NET › Microsoft SQL Server 2005 (any editions) or later

2Ring SF .. Licensing» Licensing Model › Agent License › Required for all agents registered at the CTI Server › Note: Not a concurrent model › Free for companies with 2Ring AGENT DESKTOP › Configuration Management Tool License › Need just one license for unlimited use within a company

Disclaimer» When there is a conflict between this general document and product-specific documentation, the product documentation prevails» Cisco, the Cisco logo, and Cisco Systems are trademarks or registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries

2Ring .. Connect with Us2Ring .. Questions Michal Grebáč Rick Purnell Product & Project Manager National Accounts ManagerOFFICE +421 2 5822 4379 OFFICE 732-784-2384MOBILE +421 905 349 101 MOBILE 404-918-1022EMAIL mgrebac@2Ring.com EMAIL rpurnell@2Ring.com2Ring .. EMEA 2Ring .. North AmericaADDRESS Galvaniho 15/C ADDRESS 331 Newman Springs Road 821 04 Bratislava Building 1, Suite 143 Slovak Republic Red Bank, NJ 07701, USAPHONE +421 (2) 5822 4550 PHONE (866) 530-9282EMAIL info@2Ring.com EMAIL info-na@2Ring.comWWW www.2Ring.com WWW www.2Ring.com

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2Ring SCRIPTS & FORMS v2.0 English

by 2Ring on Oct 07, 2011

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2Ring SCRIPTS & FORMS v2.0 English — Presentation Transcript