Frank icrm callback_connect


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Frank icrm callback_connect

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