Multimidia Contact Center. Solidus. ecare8.3. Aastra

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Eric Dias Avelar
10 Há anos
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1 Multimidia Contact Center Solidus ecare8.3 tm Aastra

2 Solidus ecare as a Contact Center Solidus ecare tm Chat Customer Voice FAX Agent Tweeter SMS Facebook Aastra

Enterprise UCC Mobility Customer Care Integrated analytics and reporting Integrated

3 The All in One Powerful and Flexible Toolbox Universal queuing and routing Integrated IVR and scripting tool Instant Messaging, presence and directory Enterprise UCC Mobility Customer Care Integrated analytics and reporting Integrated IP recording Business Process Integration Easy Integration True Mobility Integrated UC&C Aastra

Collaboration E-mail SMS Operator support Call Center Business Collaboration Knowledge

4 Automation to Reach Reveneue Premium Service Auto live Live service Face-2-Face Auto-service Virtual Agents IVR Auto-response Call through/ Call back Chat/ Collaboration SMS Operator support Call Center Business Collaboration Knowledge worker support Solidus ecare Basic Service FAQ Self-service ($) 100% Human ($$) Aastra

5 Solidus ecare Server Based Conceito Server Based Cliente Agentes OAS Solidus ecare tm LAN Aastra

6 Reduce Costs - Improve profitability Virtualization cloud enabler while maintaining business continuity and user experience Virtualization of UC Collaboration platform for SME Leverage on LME offering to address SME segment Virtualized Unified Communication Collaboration Appliance perfect fit for SME UCC virtualized appliance Infrastructure Consolidation and Centralization Integrate to Information and Communication Technology (ICT) global strategy Reduce server footprint and energy consumption, lower TCO Move from CPE to the private or public cloud On-demand services Solidus ecare Aastra

for SME UCC virtualized appliance Infrastructure Consolidation and Centralization Integrate to Information and Communication Technology (ICT) global

7 Solidus ecare main capacities Call handling capacity Maximum number of logged on agents Maximum number of user records Maximum number of managed Solidus systems in a Solidus ecare NOC 10 Maximum number of concurrent CSR Console logins 60 Maximum number of GSM modems for the SMS Gateway 04 Maximum number of Script Manager nodes in a distributed system 10 Maximum number of IVR sessions per Script Manager node 500 Aastra

000 Maximum number of managed Solidus systems in a Solidus ecare NOC 10 Maximum number of concurrent CSR Console

Solidus ecare Management - Configuration Configuration Manager Configure Service Access Create Service Groups Create and asign skills Create Users

8 Solidus ecare Management - Configuration Configuration Manager Configure Service Access Create Service Groups Create and asign skills Create Users Define qualification codes Present IVR data Create absence reasons Create outbound campaings Allow access to other applications etc. Aastra

Define qualification codes Present IVR data Create absence reasons Create

Solidus ecare Management - Information Information Manager Allows real time information on: Service accesses Service groups Agent groups Agents Virtual agents Performance alarms every

9 Solidus ecare Management - Information Information Manager Allows real time information on: Service accesses Service groups Agent groups Agents Virtual agents Performance alarms every time the system gets a threshold. Allow to define the lay out of external wall displays and virtual displays. The screen lay-out can be set for each individual supervisor. Aastra

10 Solidus ecare Management - Reporting Report Manager Generate reports: System Standard Personalized reports. Report Scheduling or HTML Historic reports on: Agent e Service Access Call Flow. Outbound campaings. Call detailed records. Follow the call from cradle to grave. Aastra

Report Scheduling Email or HTML Historic reports on: Agent e Service

11 BluStar Agent Desktop Manager Features New agent application New development technology Modern GUI New GUI Single window Two modes: CTI call control SIP softphone Advantages: Simplified port-matrix (SBC) Future-proof Aastra

Single window Two modes: CTI call control SIP softphone

12 BluStar Agent Call Log All voice calls Incoming + outgoing Service + personal Showing: Name from directory Service group Stored on the server Free seating Aastra

13 Twitter & Facebook

14 Twitter Native support of Twitter: Receive Tweets Automated treatment in Script Manager Skills-based routing to agents Reply (automated or by agent) Send Tweet (automated or by an agent) Implementation: Using Twitter via SMS Tweets are considered as SMS in Solidus ecare Aastra

agent) Send Tweet (automated or by an agent) Implementation: Using

15 Twitter Typical Scenario Someone mentions company s Twitter account in a Tweet Aastra

16 Twitter Typical Scenario Solidus ecare receives the Tweet as an SMS It routes it to an agent Agent replies to sender 4/13/2015 Aastra

17 Twitter Typical Scenario Reply is received in sender s Twitter Aastra

18 Facebook Example: Integration with Cention Handling Facebook posts Subject to licenses System license Per-agent license 4/13/2015 Aastra

19 Principais Benefícios Contact Center Multimídia com atendimento integrado de Voz, Chat, SMS, Web e Oferece excelente experiência e flexibilidade ao cliente que entra em contato com a central de atendimento. Oferece altos indices de resolução do atendimento na primeira ligação do cliente Clientes de maior importância podem ser atendidos preferencialmente O tratamento das filas oferece aos clientes diversas alternativas de contato Oferece total controle e gerenciamento aos gerentes e supervisores da central de atendimento Flexibilidade total aos agentes em termos de localização (local ou remota) e utilização dos dispositivos de atendimento (terminais telefonicos e computadores) Escalabilidade, Robustez e confiabilidade implementados através de arquitetura modular e mecanismos de redundância e alta disponibilidade. Oferece ferramentas que permitem uma fácil e rápida integração com os sistemas computacionais existentes na central de atendimento (Banco de Dados, ERP, CRM, etc.) Forma de licenciamento na qual a empresa paga apenas pelas facilidades que lhe são realmente interessantes. Aastra

Oferece altos indices de resolução do atendimento na primeira ligação do cliente Clientes de maior importância podem ser atendidos preferencialmente O tratamento das filas oferece aos clientes

20 Obrigado! Aastra

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