OnState Spring '10 Updates

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View this slideshare to see what changes are happening in OnState's Spring '10 release of its virtual call center and virtual PBX solutions.

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OnState Spring '10 Updates

  1. 1. OnState Communications On-Demand, Business Presence Communication Solutions Spring ‘10 Release Preview +1.617.934.0381 +1.866.532.5036 www.onstate.com
  2. 2. OnState Spring ‘10 Release <ul><li>SaaS solution = frequent updates </li></ul><ul><li>Second major release in 2010 </li></ul><ul><li>Dozens of new features </li></ul><ul><ul><li>These come from customer requests, so submit yours! </li></ul></ul>
  3. 3. SaaS Update Model Old Model Cloud Model <ul><li>Software installed on client </li></ul><ul><ul><li>Updates must be installed on every client </li></ul></ul><ul><li>Software based in cloud </li></ul><ul><ul><li>Frequent updates and increased responsiveness </li></ul></ul>
  4. 4. OnState Offerings <ul><li>OnState composes applications by creating and modifying business and routing rules that act on Business Presence data. These are offered as packaged and custom solutions: </li></ul><ul><li>Virtual Contact Center </li></ul><ul><li>Network Call Recording </li></ul><ul><ul><li>Outbound Dialing Campaign Mgt </li></ul></ul><ul><ul><li>CRM Integration </li></ul></ul><ul><ul><li>Live Chat </li></ul></ul><ul><ul><li>Click-to-Call </li></ul></ul><ul><li>Virtual PBX </li></ul><ul><li>Virtual Workforce - Remote/Mobile/Telecommuting </li></ul><ul><li>Communications Disaster Recovery </li></ul>
  5. 5. With OnState, It’s About the People…
  6. 6. People Management Features Added <ul><li>Administrator Insight </li></ul><ul><li>Reporting Enhancements </li></ul><ul><li>Supervisor Control of Agent State </li></ul><ul><li>Network call recording on outbound SIP calls </li></ul><ul><li>More Skill Prioritization Options </li></ul><ul><li>Configurable After Call Work </li></ul>
  7. 7. Visual Analytics % of time in State Gannt View w/ Drilldown
  8. 8. Reporting Enhancements <ul><li>Call Detail Report </li></ul><ul><li>Export Abandons to Dialer </li></ul><ul><li>New fields: Answered Skill, Device Type </li></ul><ul><li>Skill-Based Agent Status Chart </li></ul><ul><li>Gantt chart displaying agent activity for one or more skills </li></ul><ul><li>Call Summary Totals Report </li></ul><ul><li>New “By Category” option </li></ul><ul><li>New fields: Answered Skill, Call Type, Device Type </li></ul><ul><li>Agent Daily Summary Report </li></ul><ul><li>Separate fields for AutoDialer calls and agent-dialed calls </li></ul><ul><li>Call Summary Totals-All Report </li></ul><ul><li>New “By Category” option </li></ul><ul><li>Campaign Summary Report </li></ul><ul><li>New field: Total Calls </li></ul><ul><li>Skill Detail Report </li></ul><ul><li>Breakdown of call types </li></ul><ul><li>Totals hyperlinked to calls in the Call Detail Report </li></ul><ul><li>Campaign Detail Report </li></ul><ul><li>Includes all fields that were originally uploaded as a CSV file </li></ul>
  9. 9. Automatic Callback of Abandons
  10. 10. Reporting Enhancements
  11. 11. Network Recording on Outbound SIP calls Secure Public/Private Cloud Storage All calls and chats are automatically recorded by OnState. Users can be located anywhere on the Internet. Managers can access calls and chats in multiple ways, including email, the Web, insides Salesforce.com Storage Prem Server
  12. 12. Enhanced Agent Flexibility <ul><li>Multiple Call Devices Associated With One User </li></ul><ul><li>End-User Ability to Change Call Delivery Device </li></ul><ul><li>Agent State Timer </li></ul><ul><li>Log On In Away State </li></ul><ul><li>Configurable After Call Work </li></ul>
  13. 13. Multiple Call Devices Associated
  14. 14. … .and more! <ul><li>Expected Wait Time Announcement </li></ul><ul><li>Configurable Voicemail Time Limit per Device </li></ul><ul><li>Customization of System Messages </li></ul><ul><li>Localization </li></ul>
  15. 15. Behind The Scenes <ul><li>Multiple SIP Server enhancements for distributed redundancy </li></ul><ul><li>Multiple carrier network certifications </li></ul><ul><li>Private network support </li></ul><ul><ul><li>MPLS </li></ul></ul><ul><ul><li>Voice Virtual Private Networks </li></ul></ul><ul><li>Enhanced SIP Registrar capabilities </li></ul>
  16. 16. Native Force.com Client
  17. 17. Summer ‘10 Poll <ul><li>Configurable timer to automatically send calls to Voicemail </li></ul><ul><li>  Customizable &quot;Not Ready&quot; codes </li></ul><ul><li>  Download Call Recordings in Bulk </li></ul><ul><li>  Configure Multiple Users Simultaneously </li></ul><ul><li>  Add Scheduling to Queues (callers go to After Hours mode outside of set times) </li></ul><ul><li>  Supervisor Application Supported Across Browsers </li></ul><ul><li>  User Reset of Own Password </li></ul><ul><li>  Support for &quot;Ring All Agents&quot; Using Any Device </li></ul><ul><li>  New Report to Show Call Volume on Hourly Basis For Dialed Numbers </li></ul>http://www.onstate.com/summer-10

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