ZCC 7.0/TouchPoint

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We've Reinvented the Agent Experience …

We've Reinvented the Agent Experience

The contact center has become

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  • Marquee with 3-D perspective rotation(Intermediate)To reproduce the effects on this slide, do the following:On the Home tab, in theSlides group, click Layout, and then click Blank.On the Home tab, in the Drawing group, click Shapes, and then under Rectangles click Rectangle (first option from the left). On the slide, drag to draw a rectangle. Under Drawing Tools, on the Format tab, in the Size group, do the following:In the Shape Height box, enter 3.12”.In the Shape Width box, enter 7.67”.On the Home tab, in the Drawing group, click the arrow next to Shape Fill, and then click No Fill. On the Home tab, in the Drawing group, click the arrow next to Shape Outline, and then click No Outline. Right-click the rectangle, and then click Edit Text.Enter text in the text box, and then select the text. On the Home tab, in the Font group, select Franklin Gothic Medium from the Font list, enter 50 in the Font Size box, and then click Bold.On the Home tab, in the Paragraph group, click Center to center the text in the text box.Under Drawing Tools, on the Format tab, in the WordArt Styles group, click the arrow next to Text Fill, point to Gradient, and then click More Gradients. In the Format Text Effects dialog box, click Text Fill in the left pane, select Gradient fill in the Text Fill pane, and then do the following:In the Type list, select Linear.Click the button next to Direction, and then click Linear Down (first row, second option from the left).In the Angle box, enter 90°.Under Gradient stops, click Add gradient stop or Remove gradient stop until three stops appear in the drop-down list.Also under Gradient stops, customize the gradient stops that you added as follows:Select the first stop in the slider, and then do the following:In the Position box, enter 0%.Click the button next to Color, click More Colors, and then in the Colors dialog box, on the Custom tab, enter values for Red: 80, Green: 80, Blue: 80.Select the next stop in the slider, and then do the following: In the Position box, enter 49%.Click the button next to Color, click More Colors, and then in the Colors dialog box, on the Custom tab, enter values for Red: 89, Green: 89, Blue: 89.Select the last stop in the slider, and then do the following: In the Position box, enter 50%.Click the button next to Color, and then under Theme Colors clickBlack, Text 1 (first row, second option from the left).Also in the Format Text Effects dialog box, click Shadow in the left pane. In the Shadow pane, click the button next to Presets, and then under Outer click Offset Center (second row, second option from the left). On the Home tab, in the Drawing group, clickShapes, and then under Rectangles click Rounded Rectangle (second option from the left). On the slide, drag to draw a rounded rectangle. Select the rounded rectangle. Under Drawing Tools, on the Format tab, in the Size group, do the following:In the Shape Height box, enter 3.12”.In the Shape Width box, enter 7.67”. Drag the yellow diamond adjustment handle at the top of the rounded rectangle to adjust the amount of rounding on the corners. Under Drawing Tools, on the Format tab, in the Shape Styles group, click the arrow next to Shape Fill, point to Gradient, and then click More Gradients. In the Format Shape dialog box, click Fill in the left pane, select Gradient fill in the Fill pane, and then do the following:In the Type list, select Linear.Click the button next to Direction, and then click Linear Right (first row, fourth option from the left).In the Angle box, enter 0°.Under Gradient stops, click Add gradient stop or Remove gradient stop until two stops appear in the slider. Also under Gradient stops, customize the gradient stops that you added as follows:Select the first stop in the slider, and then do the following:In the Position box, enter 0%.Click the button next to Color, and then under Theme Colors clickWhite, Background 1 (first row, first option from the left).Select the last stop in the slider, and then do the following: In the Position box, enter 100%.Click the button next to Color, and then under Theme Colors clickWhite, Background 1, Darker 25% (fourth row, first option from the left).Also in the Format Shape Effects dialog box, click Line Color in the left pane. In the Line Color pane, select No line. Select the rounded rectangle. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate. Select the duplicate rounded rectangle. On the Home tab, in the Drawing group, click the arrow next to Shape Fill, and then click No Fill. On the Home tab, in the Drawing group, click the arrow next to Shape Outline, and then under Theme Colors click White, Background 1 (first row, first option from the left).On the Home tab, in the Drawing group, click the arrow next to Shape Outline, point to Weight, and then click More Lines. In the Format Shape dialog box, click Line Style in the left pane, and then do the following in the Line Style pane:In the Width box enter 10 pt.Click the button next to Dash type, and then click Round Dot (second option from the top).In the Cap type list, select Round.On the Home tab, in the Drawing group, click Shape Effects, point to Glow, and then do the following:Under Glow Variations, click Accent color 1, 11 pt glow (third row, first option from the left).Point to More Glow Colors, and then click More Colors. In the Colors dialog box, on the Custom tab, enter values for Red: 255, Green: 233, Blue: 33.Under Drawing Tools, on the Format tab, in the Size group, do the following:In the Shape Height box, enter 3.53”.In the Shape Width box, enter 8.05”.On the Home tab, in the Drawing group, click Shapes, and then under Lines click Line (first option from the left).Press and hold SHIFT to constrain to a straight, horizontal line, and then drag to draw a horizontal line on the slide.Select the line. Under Drawing Tools, on the Format tab, in the Size group, in the Shape Width box, enter 7.67”.On the Home tab, in the Drawing group, click the arrow next to Shape Outline, and then do the following:Under Theme Colors, click Black, Text 1, Lighter 50% (second row, second option from the left).Point to Weight, and then click 1 1/2 pt.Select the line. On the Home tab, in the Clipboard group, click the arrow to the right of Copy, and then click Duplicate. Repeat the process for a total of eight straight lines. On the Home tab, in the Editing group, click Select, and then click Selection Pane. In the Selection and Visibility pane, select the first rectangle that contains text. On the Home tab, in the Drawing group, click Arrange, and then click Bring to Front.Also in the Selection and Visibility pane, press and hold CTRL and select all three rectangle objects. On the Home tab, in the Drawing group, click Arrange, point to Align, and then do the following:Click Align to Slide.Click Align Center. Click Align Middle. Drag each of the straight lines onto the gradient-filled rectangle, spacing them vertically as evenly as possible. In the Selection and Visibility pane, press and hold CTRL and select all eight straight connector objects (the lines). On the Home tab, in the Drawing group, click Arrange, point to Align, and then do the following:Click Align Selected Objects.Click Distribute Vertically.Click Align Center.Press CTRL+A to select all of the objects on the slide. On the Home tab, in the Drawing group, click Arrange, and then click Group. Select the group. On the Home tab, in the Drawing group, click Shape Effects, point to 3-D Rotation, and then under Perspective click Perspective Right (first row, third option from the left). Drag the group slightly to the right on the slide to position it in the center.    To reproduce the background effects on this slide, do the following:Right-click the slide background area, and then click Format Background. In the Format Background dialog box, click Fill in the left pane, select Gradient fill in the Fill pane, and then do the following:In the Type list, select Linear.Click the button next to Direction, and then click Linear Down (first row, second option from the left). Under Gradient stops, click Add gradient stop or Remove gradient stop until four stops appear in the slider.Also under Gradient stops, customize the gradient stops that you added as follows:Select the first stop in the slider, and then do the following:In the Position box, enter 0%.Click the button next to Color, and then under Theme Colorsclick Dark Blue, Text 2 (first row, fourth option from the left).Select the next stop in the slider, and then do the following: In the Position box, enter 15%.Click the button next to Color, and then under Theme ColorsclickBlack, Text 1, Lighter 5% (sixth row, second option from the left).Select the next stop in the slider, and then do the following: In the Position box, enter 85%.Click the button next to Color, and then under Theme ColorsclickBlack, Text 1, Lighter 5% (sixth row, second option from the left).Select the last stop in the slider, and then do the following: In the Position box, enter 100%.Click the button next to Color, and then under Theme ColorsclickDark Blue, Text 2 (first row, fourth option from the left).
  • The main purpose & benefit of the what we’ve called the “triangle” remote server redundancy option is being able to slot into a customer’s existing high availability SQL infrastructure to protect our database. 6.2 allowed for a primary & backup Zeacom server to both point to a single highly available SQL database that is maintained within the customer’s SQL infrastructure.An alternative to this is the SQL “square”, where a separate database is maintained for each Zeacom server, i.e., the primary & backup. This relies on either SQL replication or mirroring to keep synchronicity between the two databases. Each solution still requires some manual work either on the replication side or the mirroring failback.Replication requires manual mailbox setupMirroring requires manual failback if the mirror breaks

Transcript

  • 1. featuring TouchPoint “ZCC 7.0 gives the company a stronger market position and an expanded total available market … [The release] enhances the company’s already strong integration capabilities with Microsoft Lync.” Ken Landoline, Current Analysis “Zeacom TouchPoint provides a new ‘minimalist’ interface designed to encourage collaboration inside and outside the contact center, improving first-contact resolution of customer needs.” Larry Hettick, Network World
  • 2. Goals of the Zeacom Product Roadmap • Promote overarching vision and business goals – – – – Focus on the experience of our customer’s customer Enterprise-Grade capabilities focusing on redundancy and multi-site Extensibility, configurability and integration capability Lower cost of ownership (deployment and support) • Align the products with predicted market and technology trends – – – – Options for deployment and licensing models Innovative customer experience, focusing on smarter mobile access New media channels and communication methods Intuitive, actionable analytics • Continuously create and maintain competitive differentiation – Evolution of new, modern user interfaces, web-enabled accessibility – New visuals, optimized customer endpoints • Be achievable, from development and operational perspective – Tiered architecture, staged development, continued add-ons and functional growth
  • 3. Devices Applications Agent Desktop (Local or Remote) Recording & Quality Monitoring Reporting & Analytics Real-Time Statistics IB/OB Voice Fax Callback Social Media Email Web Chat Web Callback Activity Media Unified Queuing and Routing Integrated Database and Reporting Single Integrated Platform Multimedia Communications Management Communications Server / PBX Email Server Web Server
  • 4. Devices Agent Desktop (Local or Remote) Applications Recording & Quality Monitoring Reporting & Analytics Real-Time Statistics IB/OB Voice Fax Callback Social Media Email Web Chat Web Callback Activity Media Unified Queuing and Routing Integrated Database and Reporting Single Integrated Platform Multimedia Communications Management ZCC 7.0 Focus Areas Communications Server / PBX Email Server Web Server
  • 5. ZCC 7.0 Focus Areas • Higher Scalability and Functionality on Lync (including Outdial for Lync) • Integration to Other Products in Enghouse Portfolio (including advanced Recording and IVR) • New Scenarios for Database Redundancy • More Intelligence in Email Queuing and Routing • Enhancements to Customer Survey Tool • Updates in Platform Support & Compliance (including Windows Server 2012 and SQL Server 2012) • Reinvention of the Contact Center User Experience
  • 6. Quality Management Suite for ZCC Quality Monitoring & Coaching • Agent Evaluation • Computer Recording Business Integration • Quality Management Suite • Quality Management API Quality Management ZCC Call Recording and Monitoring • Call Recording General Business Use Informal Call Centers Formal Call Centers
  • 7. Quality Management Suite for ZCC
  • 8. ZCC 7.0 Database Redundancy Options DR or Offsite Option High Availability + 6.2 Zeacom Redundancy Module + SQL Redundancy 7.0
  • 9. Keyword-Based Email Routing Priority Handling Team Sales Team Routing Admin UI
  • 10. ZCC Survey Tool Now Cross-Channel Post-Call Survey Email Survey Web Chat (Site) Survey
  • 11. Zeacom TouchPoint A New Kind of Interface for Agents and Supervisors
  • 12. The Need for Agent Satisfaction According to ContactBabel (2013 Survey of 205 Contact Center Managers): The Top 2 Factors to Achieve Customer Satisfaction: 1. Polite and Friendly Agents 2. First-Call Resolution Mean annual agent attrition rate (all markets): 27% According to Ventana Research (2013): Percentage of agents satisfied with their jobs: 35% Of those who are satisfied, two-thirds meet their call handling goals.
  • 13. The Need for Focus on the Agent Desktop 93% of contact centers require their agents to use multiple applications within a call. 81% of larger contact centers and nearly 50% of smallto-medium contact centers have specific plans to “streamline workflow” and “simplify the agent desktop.”
  • 14. Zeacom’s Approach to Designing a New Interface • Performed User-Centered Research – Observed Agents and Supervisors at numerous companies handling customer interactions, handling other related work, setting goals, measuring success • In both formal and informal environments • Looked at Other Models – Examined new interfaces from competitors, new contact center apps, new UC interfaces, new website communication interfaces – Analyzed trends in new application design, including mobile apps
  • 15. Key Drivers of the TouchPoint Design • Make it about me – Specific to the user – their goals, their needs, their results • Make it lean and modern – Model it on new, modern lightweight apps • Make it intuitive and context-sensitive – Provide required functions when and where they are needed • Minimize its required screen real-estate – Agents live in other apps (like CRM), so minimize intrusiveness • Make it configurable and extensible – Allow services to deliver add-ons and integrations – Allow stuff to be moved around, realigned – Support localizations in all required languages
  • 16. Some Key Design Elements
  • 17. Some Key Design Elements
  • 18. Some Key Design Elements
  • 19. Some Key Design Elements
  • 20. Some Key Design Elements (Supervisor)
  • 21. Other Aspects of TouchPoint • Completely “white label-able” and “brand-able” • Highly extensible and customizable – Ability to add new tabs, new columns, new charts, new hover functions, integrated data • Currently in English, Spanish, German, and Russian – Many additional European and Asian languages coming
  • 22. The Extensibility of TouchPoint
  • 23. TouchPoint Demo