ACD & Contact Centres
Compact Call Centre (CCC) Server - Base System Provides one supervisor
position, with real-time information view, management by exception configuration
(alarms), plus historical reports on all aspect of the contact centre.
Up to 73 standard reports can viewed or printed. Also included are reporting
capabilities for 5 agents and one license for a PC Wallboard (PCWB) application.
Real Time Reporting (Call Centre View – CCV)
As many as 20 supervisor positions (CCV) can be purchased in total
for CCC (note: MSDE installations can only be supported up to 5 supervisor
positions). This provides a supervisor with the ability to monitor in real
time the grade of service provided to customers. There are up to 12 separate
real-time graphs that can be viewed by the supervisor. Alarms also appear
in real time forcing the supervisor to acknowledge them as they occur.
Phone Manger Pro: Agent Enabled
Provides agents with Computer Telephony Integration (CTI) application
where they can log in, join groups and go into busy status when they are
away from their desks for short periods. Provides a lower cost of ownership
as proprietary handsets are not required. For IP users, Phone Manager PC
Softphone can be used in agent mode as well, without the use of a handset.
Please refer to the applications section for more information on Phone
Manager Pro.
Alarm Reporter
Alarm Reporter has been designed to enhance the exception management
used by Call Centre View (CCV). The Alarm Reporter enables the contact
centre supervisor to look back on the performance of the contact centre,
on a daily or weekly basis, by reporting on certain criteria predefined
by the contact centre supervisor.
CCC Reporter
The system can allow up to 20 separate Report Viewers within the contact
centre (for MSDE installations, up to 5 viewers are supported). Access
to the standard reports is a thin client application based on Crystal Reports.
Up to 75 standard reports are available, with the ability to create up
to 3 custom reports out of the box! (Requires additional software, see
Custom reports below). Reports can also be exported to a variety of formats,
including Excel, CSV, HTML and PDF.
Custom Reports
Starting with Compact Contact Centre version 5, all reports are Crystal
Reports based. This provides a much richer experience for the small to mid-market
customer and creates an environment where custom reporting is made more accessible.
To create more than 3 custom reports requires the designer license (IPO CCC
DESIGNER RFA) AND a compatible version of Crystal Reporting software (Crystal
version 9).
Historical Reporting
The Compact Contact Centre archives all call centre interactions (telephony
or multimedia) to a central database (MSDE or SQL). This provides a rich
set of standard reports to the business and the capability to create custom
reports.
Microsoft CRM™ Integrated Reporting
Compact Contact Centre provides a selection of reports that integrate
the information between Microsoft CRM™ and Compact Contact Centre. This
combination of CRM and IP Communications is provided together as IP Office
Customer Management. This allows Small Businesses to integrate all contact
points within a business in such a way that will transform it. Optional
Components
MultiMedia Module (MMM)
The MultiMedia Module (MMM) provides CCC with new routing schemes. It will also provide combined reporting for all interactions within the contact centre. IP Office ensures that an organisation can implement and measure a service level agreement against all aspects of the customer contact process – for example ensuring that all emails receive a reply within half an hour of them being sent. There are several queue types supported in the MMM; they are:
Email Queues
A multimedia agent would receive emails from the queue and reply via MS-Outlook™ client interface. Emails queuing can be supported on POP3 or MS-Exchange™ servers.
Chat Queues
Utilises the Microsoft Chat™ interface to route requests for real-time chat between a customer and agent, providing that much needed response, in real time, for your online customers.
Web Callback
For those online customers wanting a real person to speak to instead of a chat session, web callback enables them to leave their callback number, once that is sent to an agent, the system can automatically call back the customer, providing savings in time and better customer satisfaction, with increased efficiency.
Proactive List Dialling (Preview Dialling)
Import your direct marketing lists to Excel based datasheets and the Proactive List will create an outbound campaign for your agents. Agents can accept particular contacts (if desired) or have automatic acceptance. Result codes can determine if the call was successful or if it needs to be placed back in the queue for rescheduling.
Traditional Wall Mounted Wallboards
CCC supports two physical wallboards (also known as reader boards or display
boards); Spectrum (model 3214C, previously known as the 4120C) and the CCM
WB/22. Both wallboards are 22 characters, tri-colour, and two-line unit each.
Up to 16 wallboards may be driven from the wallboard server. The Spectrum
wallboard, when purchased as a Master Kit, will provide a communications
module for use with the boards, which are then connected in serial. For those
using the Wallboard/22, the communications card is shipped with a single
cable able to drive the wallboards. Wall Mounted Wallboards are not available
in all territories; please check with your Avaya representative for more
information.
In addition to the physical Spectrum wall-mounted wallboard an IP Office
license is required when being used with CCC. This IP Office license supports
4 x Spectrum wall-mounted wallboards. If more than 4 wall-mounted wallboards
are required additional license keys must be purchased (each license key
supports 4 wallboards at a time). A maximum of 16 wall-mounted wallboards
can be supported.
PC Wallboard
The PC Wallboard delivers traditional wallboard functionality to the contact centre manager and contact centre agent's desktop but with the additional benefit of each agent being able to configure and monitor a personalized view of the contact centre via their own PC wallboard. Supervisors can provide one template for all users in order to standardize the view that agents obtain when starting PC Wallboard
A CCC agent is able to split their PC Wallboard into twenty (20) different
variables (refer to CCC System Administrator manual for details) that allow
different measures of groups and agents in real-time. The data that is selected
is identical to that of the physical wallboard. Examples of this are; Answered
Calls, Longest Call Waiting, Agents logged in, and Lost