Compact Contact Center Breakout CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE Peter A. Kratzel IPO Applications Product Manager
Compact Contact Center Market Primer
Contact Centers are DIFFERENT • Contact Center Sales Cycles are typically longer than an average “phone system” sale. – 30 -90 day sales cycles are common Market Overlap • One of the goals of CCC is to reduce the sales cycle for our partners. • CCC Customers are Generally of Two Types: Market Overlap – Small Business: New Experience of a Contact Center – Medium Businesses: Product Comparison/RFP • Opportunity – Over 600 K SMB’s are under 50 employees/agents <25 Agents Informal Contact Center “Standard” Reporting Requirements No Multi. Media <50 Agents Mixed: Informal & Formal Real Time Reporting Historical Reporting by Group/Split May Have Custom Requirements Minimal Multimedia Preview Dialing/Outbound >50 Agents Formal Contact Center Service Agencies Dedicated Staff Blended Call Facilities GOS Calculations are Crucial Agents: Performance Based Pay
Identifying the Opportunity How to identify a SMB’s need for Customer Service reporting • Do They Need To? – Have more than one person responsible for handling incoming sales & service calls? – Keep track of their daily call traffic? – Know how many of their customers HANG UP before being served? If they answered YES, they are a CALL CENTER • Can They – Afford to stay in business if they do not know the value of their customer? – Compete with much larger competitors without providing the same level of service? If NOT, they NEED a customer service solution
Compact Contact Center Value Proposition • Purpose Built for SME – Built in cost and management capabilities, minimal professional services or configuration required • Manage Resources, Control Costs – Use built in management tools, easily see when problems arise in the contact center and provide better management of agents • Reduced Total Cost of Ownership – Fast start-up and low maintenance costs provide a measurable ROI for small businesses. Scalable from as low as 5 agents to 75 agents
Compact Contact Center (CCC) Features Real Time Agent Management Standard Report Templates Wallboard Management PC Wallboards Real Time System Management Custom System Reporting Real Time Group Management Real Time Tracking & Analysis Campaigns/IVR/Queue Management & Recording
Contact Center Positioning Platform Market Guidelines • CBC: Basic Hunt Group Mgt • CCC: SME Contact Center • Contact Center Express: Mid-Mkt Contact Center • <10 Agents • CMS/OA: Enterprise Reporting • Interaction Center (IC): Enterprise Level Contact Center • 100+ Agents • 10 -50 Agents • 40 -150 Agents • 100+ Agents
Alliances Strengthen CCC Offer Microsoft • IP Office Customer Management – Bundled Solution w/ Microsoft Dynamics CRM™ – Small Business Edition targeted at 25 users – PMPro integration with LCS HP • Avaya SMBS Certified HP Servers – Avaya specific testing – Hi-Grade servers – For running SMBS application portfolio
CCC Reporting: The of the Contact Center
CCC: Historical Information Management Ready Reports Standards Based Uses Crystal Reports based XML queries to provide ease of use and customization Report Scheduling Automatic report generation to printer or file, or send by email automatically Integrate with LOB applications Export reports to Excel, Word, . pdf for use in customer’s business database Customizable Ability to provide a true professional services offering to the small business
Understanding CCC Reporting • The three key words for reporting on CCC are Hierarchy, Target and Summary. • Hierarchy – The highest group number assigned of which the Call Center agents are members will collect the reporting information • Target – The Group or Agent DN will collect all the reporting information against its own specific number • Summary – An Overview of information for the selected variable i. e. System summary
Example of Hierarchy reporting groups
Understanding Reporting: Incoming Calls by Target Group • Report Provides – Group % – Avg. Wait Time – Ans. Bins – PCA • Target v All • External Xfers
Understanding Reports: Hierarchical Agent Group Tabular Summary • Report Provides – ALL calls – Highest Group – Total Time Logged in • A Measure of Agent Performance
Creating Custom Reports w/ Crystal ØBasic Report From Scratch ØModifying Existing CCC Report
Questions/Comments
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