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Frank icrm callback_connect

Frank icrm callback_connect







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    Frank icrm callback_connect Frank icrm callback_connect Presentation Transcript

    • InteractCRM Solutions
    • InteractCRM Solutions
      • A complete preview dialing and list management solutions
      • Agent Scripting, Call and Campaign Controller, Customer Data Manager
      • Multichannel Interaction Management Toolbar
      • First Migration Step to Multimedia, Voice, Email, Text
      • Connecting Front and Backoffice
      • Reduce Costs via Increasing Agent Productivity, Improve Customer Service
      InteractCRM Solutions Portfolio
      • Integrated Agent Desktop
      • Decrease Costs By Improving Agent Productivity, Reducing Number of Tasks=Agent Reduction
      • Increase Customer Service
      • Monitoring Tool for Mission Critical Applications
      • Improve Applications Management and Service
      • Activity Tracker for Multiple AIC Sites
      • Reducing Management and Reaction Time
      • Complete SMS Business Solution
      • Improve Customer Service, Increase Revenue (Cross Selling), Intelligent Marketing Campaigns, Improve Communications via Bulk Messaging
    • CallbackConnect Making callback simple
    • CallbackConnect: the challenge
      • Challenge:
        • Peaks in inbound traffic
        • Longer queue times
        • Calls get dropped
    • CallbackConnect: the gain
      • Gain:
        • Manage Peaks in inbound traffic
        • Manage queue times
        • Act before calls get dropped
    • CallbackConnect: the components
      • Components:
        • Communication Manager
        • Avaya Voice Portal
        • InteractCRM CallbackConnect Manager
        • CallbackConnect Database
        • CallbackConnect Web API
        • CallbackConnect CTI Connector
    • CallbackConnect: the components
      • Communication Manager:
        • Call arrives on an inbound queue (skill)
        • Queue info and talk time parameters, estimated Call Wait algorithm
        • If wait time threshold is breached, customer gets prompted to stay in queue or request callback
        • If callback is requested, CM tranfers call to CBM extension on Avaya Voiceportal
    • CallbackConnect: the components
      • Avaya Voice Portal:
        • Responsible for the requests sent by Avaya CM to the CallbackConnect Manager Server and vice versa
        • Avaya Voice Portal 5.0
        • CBC requires total of 50 ports for handling simultaneous 25 requests and 25 callbacks.
    • CallbackConnect: the components
      • InteractCRM CallbackConnect Manager:
        • Collect Callback information from Callers
        • Makes request to the core Engine
        • Holds and remembers callback requests until maturity is reached to perform the callback
        • Collects and maintains reporting data for maintenance
        • Manages call load on Agents (ex. Only place requests in non-peak hours)
    • CallbackConnect: the components
      • CallbackConnect Database:
        • Stores all configuration information
        • Stores all callback details of callers
        • Stored information is used for scheduling callbacks
        • Stores calendar and holiday table
        • Stores peek-moments when callback is not allowed
        • Administration and reporting database
        • MS SQL Server 2005 Enterprise / Standard Edition
    • CallbackConnect: the components
      • CallbackConnect Web API:
        • API to the methods of CBM for scheduling Callback via Web pages or other Applications
    • CallbackConnect: the components
      • CallbackConnect CTI Connector:
        • Screenpop Integration for AIC, ThinConnect or other CTI desktops
        • Callback information is written in the UUI
        • AIC Workflow is provided to write UUI data in the EDU
    • CallbackConnect: the flow
    • CallbackConnect: the flow
    • CallbackConnect: the flow
      • Rule based Callback:
        • Define the number of attempts before a callback is retired
        • Define the time interval between 2 callback attempts
        • Define holidays
        • Define peak moments when callback is not allowed
    • CallbackConnect: Reporting
    • CallbackConnect: Reporting
    • Thank You … our philosophy Thank you for your time.