CIC Sneak Peek ACD

1,489 views

Published on

A brief but invaluable look at Customer Interaction Center

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,489
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Vonexus has released an Outlook .NET Telephony Client for xIC in Rel2.3.1, 2005. For users who spend their day in Outlook – all emails, voice mails and real time telephony are completely accessed within Outlook. Of course this naturally provides integration to users of the MS CRM Outlook client.
  • xIC takes full advantage of Exchange for it Unified Messaging capabilities. For those not familiar with Unified Messaging, it offers the ability to store faxes and voice mail in the email message store – which for Vonexus xIC is Exchange Server.
    And because xIC has the ability to Record Phone Calls (stored as .wav files) – these are also available in Exchange.
  • Vonexus has released an Outlook .NET Telephony Client for xIC in Rel2.3.1, 2005. For users who spend their day in Outlook – all emails, voice mails and real time telephony are completely accessed within Outlook. Of course this naturally provides integration to users of the MS CRM Outlook client.
  • Vonexus has released an Outlook .NET Telephony Client for xIC in Rel2.3.1, 2005. For users who spend their day in Outlook – all emails, voice mails and real time telephony are completely accessed within Outlook. Of course this naturally provides integration to users of the MS CRM Outlook client.
  • The CIC system is inheritently easier to administer mainly because our system is one system compared to six or seven administrative interfaces in competitive solutions. We offer a single point of administration with cut/copy/paste, right-click options, enhanced navigation, multi-row operations, etc. For the basic call routing needs of most departments in the enterprise, the Interaction Attendant offers immense flexibility in time of day and call routing choices. The Interaction Designer is used when custom applications are required such as database integration for interactive voice response applications.
  • The WFM forecasts can be broken up into 2 categories (Simple and Simulation). For environments that are not multi-workgroup, multi-skill or multi-interaction type then the modified Erlang-C algorithm should work well. The user will simply select the Work Queue, day and Day Classification associated with the Forecast and press the Calculate button. The accompanying forecast is displayed in both a raw data and graph format and is directly editable.
  • CIC Sneak Peek ACD

    1. 1. ©2006 Interactive Intelligence Inc. Customer Interaction Center® 3.0 Applications / Components Overview An ACD Sneak Peek of the
    2. 2. ©2006 Interactive Intelligence Inc. IC 3.0 – Integrated Application Suite - Rich Feature Set  PBX/ IP PBX  Voice Mail/ Unified Messaging  Fax Application Server  Desktop faxing  ACD  Multimedia queuing  Skills-based routing  IVR  Intelligent speech recognition  Interaction Recording  Complete Quality Assurance  Interaction Dialer  Versatile Outbound Servicing • E-Business Interactions • Workforce Optimization – Real-time Adherence • Integrated CTI Development • Auto-Phone Provisioning • Secure Voice Communications • Integrated Reporting • Interaction Feedback – Integrated Customer Surveys • Interaction Monitor – IC Systems Management/Monitoring
    3. 3. ©2006 Interactive Intelligence Inc. IC 3.0 – Integrated Application Suite - Client Application Enhancements  Interaction Client  .Net Version  Outlook Edition  AJAX Web Edition  IC Softphone  Mobile Client  Integrated Response Management .Net IC Library API  Interaction Supervisor  End-to-End Monitoring  Remote Access Support • Integration Administrator – Increased Performance • Interaction Attendant – Email Routing and Management • Integration • CRM integrations • OCS
    4. 4. ©2006 Interactive Intelligence Inc. IC .NET Client - Enhancing Communications
    5. 5. ©2006 Interactive Intelligence Inc. IC .Net Client - Voicemail and Fax Management
    6. 6. ©2006 Interactive Intelligence Inc. IC Client: Outlook Edition - Integrated Business Communications
    7. 7. ©2006 Interactive Intelligence Inc. IC Client - Enhancing Communications
    8. 8. ©2006 Interactive Intelligence Inc. IC Web Client - Rich Cross Platform Client
    9. 9. ©2006 Interactive Intelligence Inc. IC Client - Native Soft Phone Support
    10. 10. ©2006 Interactive Intelligence Inc. Interaction Client - Mobile Edition  Mobility  Support for Windows Mobile 5/6 softphone client  Check other user presence  Create conference calls  Change personal presence  Record a call  For networks offering simultaneous voice and data, can handle all functions over cellular network (HSDPA)  For all others: Client uses wireless (802.11) within the facility  Audio path uses cellular network  First Release supports Pocket PC and smartphone
    11. 11. ©2006 Interactive Intelligence Inc. Client bandwidth comparison
    12. 12. ©2006 Interactive Intelligence Inc.  Directory Integration  Inter-system Calling  Presence Synchronization  OCS Messaging  Integration Within IC Client IC 3.0 – OCS Integration
    13. 13. ©2006 Interactive Intelligence Inc. Interaction Supervisor™ Monitoring the ‘Heartbeat’ of Interaction  Real-Time Information Delivery  Service Level Management - Threshold Alerting - Proactive Control  Plug-in Architecture: - Agent Statistics - ACD Aware - Outbound Campaign Management - System Monitoring/Control - Multi-Site Aware: Interaction Director Keep your finger ‘on the pulse’ of Your Call Center
    14. 14. ©2006 Interactive Intelligence Inc. Systems Administration – Interaction Administrator & Attendant Interaction Administrator® • Single Point of Administration •Wizard-Driven Provisioning • Simplify Moves, Adds and Changes • Integrated Application Security • Real-Time Management Interaction Attendant® • Complete IVR Management • Create Flexible Calls Flows • Provision in Minutes not Hours • Multi-System Management • Real-Time Control
    15. 15. ©2006 Interactive Intelligence Inc. IVR – ‘Pre-Integrated’ – Interaction Attendant Unlimited flexibility  Text-to-Speech  Native Database & Mainframe Access  Voice Mail Routing  Automated Call Backs  Native Speech Recognition Support  Customer Satisfaction Surveys
    16. 16. ©2006 Interactive Intelligence Inc. Application Creation and Deployment – Interaction Designer Your Craftsman® Toolset for any Interaction Interaction Designer® • Rapid Application Design • Integrated Design Environment • Open Standards Controls for: - Telephony: Place and Process Calls - Databases: ODBC - Web Services: SOAP, XML - Email – Simple Integration - Host Access – TCP/IP, more … • Simply Click to Deploy • A Tool for Every Job
    17. 17. ©2006 Interactive Intelligence Inc. IC 3.0: Integrated Application Suite - Modular Features Interaction Dialer® Outbound/ blended predictive dialing Interaction Recorder® Complete quality assurance Multimedia voice/ screen recording Interaction Director® Intelligent multi-site routing SIP-based Pre/Post VoIP routing Interaction Optimizer Demand Forecasting Scheduling, Real Time Adherence e-FAQ® eServices/ self-service automation Knowledge management Interaction Tracker • Continuous quality improvement • Multimedia interaction tracking Speech Recognition • Pre-integrate to IVR plus CRM, SFA and ERP application Messaging Interaction Center • VM/EM/UM for 3rd party PBX Mobile Office • Speech enabled messaging management system Interaction Marquee • Display statistics Interaction Live Conference • Large scale, high availability conference solution
    18. 18. ©2006 Interactive Intelligence Inc. Interaction Center 3.0 - IVR & Speech Applications Integrated IVR and Speech Auto attendant In-queue IVR Speech enabled Directory  Leverage Pre-Built Grammars Customers Agent Interaction Client® Speech Engine IC Business Rules: Customer Self-service or Agent Routing Rules IC Business Rules: Customer Self-service or Agent Routing Rules SpeechIVR IC Integratio n ACD Customer Data
    19. 19. ©2006 Interactive Intelligence Inc. Interaction Recorder 3.0 - Optimization/Compliance: Agent Scoring Interaction Recorder  Interaction Recorder Query Builder  Single interface  Quickly retrieve recordings and scored interaction questionnaires  Standard query templates  Mark a question or question group N/A  Does not affect agent score  Scoring flexibility
    20. 20. ©2006 Interactive Intelligence Inc. Interaction Recorder 3.0 - Optimization/Compliance: Screen Recording • Add-on screen capture capability • Automatically link screen capture file with interaction recording file • Synchronous playback • Screen capture for all multimedia interactions (CIC only)
    21. 21. ©2006 Interactive Intelligence Inc. Interaction Tracker - Continuous Quality Improvement Single Administration Console .Net Client Integration w/ Tracker Selector Capture multimedia customer contact events and histories Quickly retrieve recordings using the Interaction Recorder Client Score all media types and customer interactions
    22. 22. ©2006 Interactive Intelligence Inc. Interaction Dialer 3.0 - Outbound and Blended Predictive Dialing • Multiple Dialing Modes • Predictive • Power • Preview • Agentless • True ACD Blending – Same ACD/IVR Platform – Skills-based routing – Skills-based dialing • Policy-based calling • Data-driven authoring with Interaction Scripter • Integrated Reporting
    23. 23. ©2006 Interactive Intelligence Inc. Interaction Optimizer - Workforce Management • Headcount Forecasting • Interaction Volume Data Graphs • Schedules are produced based on forecasts • Schedule Analysis • Agent Adherence Monitoring
    24. 24. ©2006 Interactive Intelligence Inc. Web-based eServices and Self-service Automation e-FAQ Support e-mail and Web interface for customers Agent auto suggest Escalate to live CIC agent Easy authoring  E-mail or browser interface FAQ knowledgebase Auto detect – query mode
    25. 25. ©2006 Interactive Intelligence Inc. Interaction Director - Intelligent Virtualization  Call Center ACD Virtualization  Each CIC Server leverages Interaction Director solution  Real-time statistics via CIC  Business Rule Routing  Enterprise Queues  Multi-media Support  Agent/Queue Availability  SIP Trunking Support  Redirect in SIP Cloud  Redirect across WAN  “Follow-the-Sun” Services  Enhanced DR Servicing
    26. 26. ©2006 Interactive Intelligence Inc. Interaction Feedback - Integrated Customer Satisfaction Surveys • Automated Post-call Surveys • Rules Driven Engine – Each CIC Server leverages Interaction Director solution – Real-time statistics via CIC • Interaction Supervisor Integration – Real-time dashboard monitoring • Survey Recording w/ Int. Recorder • “Full Circle” Quality Assurance Opt-In Rule Processing Invitation: Survey Offer Opt-Out Interaction Feedback™
    27. 27. ©2006 Interactive Intelligence Inc. Interaction Monitor - Enterprise IC Management Tools • Monitor, Control and Troubleshoot – SNMP Integration – ICMP Integration – Email Notification – RDP Connectivity – IC Process Monitoring and Control • All IC Solution Components – IC Servers, Gateways, Proxies
    28. 28. ©2006 Interactive Intelligence Inc. CIC Infrastructure Components - Proxies, Gateways, Phones, SIP Trunking  Interaction SIP Proxy Route calls at less cost Disaster recovery … remote survivability  SIP Interaction Media Server Record, monitor, queue audio, scale etc.  Interaction Gateway Advanced call analysis support for outbound dialing Easy Web-based configuration & monitoring in CIC  Phones and SIP Providers Visit Testlab.Inin.Com for latest information ININ Appliance Servicing

    ×