Advanced Customer Education Presentation NEC SV9100 Contact Advanced Customer Education Document

In this course you will learn about the Contact Center features and applications. This document is designed to allow our clients to make an informed decision as to the features and functionality of the NEC Contact Center. NEC SV9100 Call Center is available in many cost effective formats based on the client requirements including Contact Center full functionality without reporting. Contact Center is also called ACD (Automatic Call Distribution) or Call Center. Presented by: SIGNET Electronic Systems, Inc. Donald O’Connell 781-871-5888 Ext 1144 617-592-2281 Cell donald.oconnell@signetgroup.net www.signetsystems.com Corporate Headquarters: Branch Offices: 106 Longwater Drive 70 Pleasant Hill Road, Suite 1 21 West Auburn Street 1027 Waterman Avenue Norwell, MA 02061 Scarborough, ME 04074 Manchester, NH 03101 East Providence, RI 02914 781-871-5888 phone 207-874-0400 phone 603-647-8404 phone 401-434-9000 phone 781-871-4757 fax 207-885-0429 fax 401-431-9111 fax 800-444-9614 toll free all offices

Contact Center Feature Key Elements There are several key elements of the SV9100 contact center capabilities. The contact center features are embedded in SV9100 software and enabled through the purchase of Premium User Licenses or the addition of the Contact Center Module.

Programming of the contact center feature set is performed in the SV9100 like any other feature on the system.

The addition of the Optional Contact Center Module enables real-time data to be displayed, the implementation of skill based or Caller ID based routing, and statistical data to be gathered, stored and used to generate reports.

Contact Center RT-Reporting licenses enable up to a total of 16 supervisors to simultaneously view Contact Center activity in real-time and generate reports. The software can run on an SV9100 application blade or a customer provided external server. To add flexibility to the Call Center solution, an agent station can be any terminal supported on the SV9100.

Contact Center Components

Adding Contact Center to your SV9100 solution is easy. Agent functionality and CRM integration software is included in every Premium User License purchased. The Contact Center Module provides Supervisor Real-Time Monitoring and reporting. The bundle includes: Support and licensing for up to 20 agents MIS license activation Historical reporting Skill-Based Routing Caller ID based routing Up to 4 of the 16 total supervisors with real-time reporting and monitoring licenses can be running reports simultaneously.

Call Center Capacities

The SV9100 will support up to 896 agents and 64 groups, 64 group supervisors and 1 system supervisor.

The addition of the optional Contact Center Module provides support for up to 16 supervisor real-time monitor licenses, skill based and Caller ID based routing, and 19 standard reports.

Delay Announcements The VRS, Voice Response System, can be licensed on the SV9100 to provide 2 delay announcements per group with a maximum of 100 messages for callers to hear while waiting in queue. When listening to a VRS delay announcement, the caller can press a 1-key option to dial out of queue and transfer to an extension, Voice Mail, Ring Group, another CC Group, or to a Speed Dial bin. Multiple groups can share an announcement and each can be repeated up to 256 times, so there should never be a shortage of delay announcements. If the VRS and InMail voice messaging solution are both present in the system, the 32 available routing mailboxes in the InMail can be used with the VRS to provide announcements for contact center overflow modes assigned delayed messages. Note that when both are installed, the incoming voice ports are shared and dynamically allocated as required.

Contact Center Module

The Contact Center Module software consists of a series of Windows-based screens designed to enhance the supervisor role by displaying real-time data and providing access to reporting tools.

This module is designed to manage improving efficiencies and responsiveness through a cost-effective method of capturing, displaying, and reporting contact center group call traffic and staff activity.

This aids in evaluating resource requirements and agent performance.

Contact Center Features

Your Business can determine how, when and where calls are routed and queued. Incoming trunk calls can automatically route to specific Call Center Groups.

These types of calls ring directly into a Group without being transferred by a co-worker or the Automated Attendant.

When all agents in a Group are unavailable, an incoming call will queue and cause the Queue Status Display to occur on the Group Supervisor’s display. The display helps the supervisor keep track of the traffic load within their group. The Queue Status Display shows the number of calls queued for an available agent in the group, the trunk that has been waiting the longest, and how long it has been waiting.

For each Group, you can set the number of callers that can wait in queue before the Queue Status Display occurs, how often the time in queue portion of the display reoccurs, and if the supervisor should hear a Queue Alarm whenever the time in queue portion reoccurs. The queue alarm is a single beep tone that reminds the supervisor to check the condition of the queue.

Contact Center Features

The SV9100 offers extensive overflow options for each Contact Center Group. For example: A caller ringing in when all agents are unavailable can hear an initial or 1st announcement. This announcement can be a general greeting like, “Thank you for calling. All of our agents are currently busy. Please stay on the line and we will be with you shortly.”

If the caller continues to wait, you can have them hear a 2nd announcement such as, “Your business is important to us. Please stay on the line.” The 2nd announcement can be repeated up to 256 times. If agents in the original Call Center Group remain unavailable, the call can automatically overflow to another Call Center Group, Voice Mail, a non-Call Center extension or ring group, or off- premise. If all agents in the overflow destination Group are busy, Look Back Routing Automatically Ensures that the waiting call will ring into the first agent in either group that becomes free. The Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both Announcements.

When a call overflows to another Contact Center Group and is answered, the system tracks the call as if it had originated at the second Group. If, however, the call overflows to voice mail, a non-Contact Center extension or off-premise, the statistics show the call as overflowed with no further data.

Contact Center Features

Let’s look at a few of the Key Features associated with this application. Contact Center Agents can log in and log out of their Contact Center Group. While logged in, the agent is available to receive Contact Center Group calls. When logged out, the agent is excluded from the group calls. The programmable keys and Alphanumeric Display on an agent telephone show at a glance when they are logged in or logged out. An Agent Identity Code allows agents to log in any extension or log in to multiple groups at the same time. The system also allows all extensions (up to the system maximum) to log in using the same Agent Identity Code. The Headset Operation allows an Agent or Group Supervisor to utilize a customer-provided or SIGNET provided headset in place of the handset. The headset conveniently frees up the user’s hands for other work and provides privacy while on the call. In addition, an Agent with a headset can have Automatic Answer. This allows an agent currently busy on a call to automatically connect to the next waiting call when they hang up. If an Agent needs assistance with a caller, they can place an Emergency Call to their Group Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the Agent and the caller. If the agent needs assistance, the supervisor can join in the conversation. Emergency Call can be a big help to inexperienced Agents that need technical advice or assistance with a difficult caller. The supervisor can easily listen to the conversation and then “jump in” if the situation gets out of hand.

Contact Center Features

Rest Mode, also referred to as Off-Duty or Break Mode. This feature is used to temporarily log-out a Contact Center agent’s telephone. Rest mode can be set automatically by the system or manually by the agent. When a group is set up for Automatic Rest Mode, the system will place an agent’s telephone in Rest Mode if it isn’t answered removing it from receiving additional calls. When the agent returns, they will need to manually cancel Rest Mode to begin receiving group calls again. Work Time temporarily busies-out an agent’s telephone so they can work at their desk uninterrupted. There are two types of work time: Automatic Work Time can be set to start automatically when an agent ends a call or set Manual Work Time to enable agents to enter work time whenever they need to work at their desk undisturbed. Typically agents assigned tasks other than answering contact center calls during a normal business day, will invoke Work Time so they do not receive contact center calls. The Programmable Wrap-up Timer automatically starts when an agent finishes a contact center call to give them time to complete important logs and records before a new call comes in. When the timer expires, the system returns the agent to the Contact Center Group to handle new callers.

Agent Clients in Unified Communications Suite UC Suite users that are Contact Center Agents can perform Contact Center functions from the Unified Communications Client. Agents can change their Contact Center states like Login, Logout, Wrap Up and Rest, view real-time queue statistics, monitor Contact Center states for other agents, receive abandon call alerts, and initiate Emergency Call functions from the UC Client. Within the toolbar mode, this control appears to the right of the Presence selector. Within the Window mode, the Agent State control is positioned in the upper right of the main function menu. Unified Communications Suite with Contact Center Agent functionality requires a Premium User License and is not included in the Contact Center Module bundles.

Agent Client in Unified Communications Suite The Queue Monitor function can be accessed from the Window drop down menu. When this option is selected, a Queue Monitor window will be opened that allows the user to view the real-time statistics associated with a set of selected queues. The Agent Monitor function can be accessed from the View drop down menu. When this option is selected, an Agent Monitor window will be opened that allows the user to view the current state of other Contact Center agents.

Contact Center Supervisor Monitor Display Features Supervisors can select to display group activity in graphs and/or table format. Each format provides the information in real-time.

Contact Center Supervisor Monitor Features The easy to use graphical user interface gives Supervisors complete control over what contact center information they keep visible on their desktop.

From the Main Selection Screen the supervisor can choose each element they wish to view. Clicking on any of the options will open a screen for them to enter the criteria like setting the thresholds and designating the colors to be represented. Once they set their criteria, they can choose what to display.

Contact Center Reports

Reports can be used by management to make informed decisions on: Staffing, resources Marketing campaigns Performance bonuses, and more Reports can be exported in CSV, Excel, HTML, PDF, or XML formats. This slide lists the available reports by category.

Contact Center Reports A graphical user interface simplifies the report generation procedure. The supervisor or administrator simply logs into the Reports feature. The Contact Center Reports main window provides the user with easy access to the functions required to generate the standard reports. Once a category is selected from the column on the left, the form displays the operations that can be performed within the specific category The user then clicks on the desired action and the list of available reports appears in the lower half of the form.

Contact Center Reports Supervisors can elect to run reports in either table or graph format.

Sample Reports – Agent This slide shows examples of several agent reports. Agent reports can assist management in evaluating the performance of each individual agent as well as the overall performance of a group.

Sample reports – by Queue

This slide shows examples of several Queue reports.

Queue reports provide valuable information about resources, service levels achieved, call traffic, and peak hours.

Sample Reports – Abandoned This slide shows samples of abandoned calls reports. Management needs to be aware of the abandoned calls statistics because, high occurrences of abandoned calls are indicative of several problems within a contact center. An increase in abandoned calls could mean that sufficient resources have not been assigned or agent performance is down. Regardless of the reason, abandoned calls equate to lost revenue opportunities and poor customer service.

Customer Advanced Information Review The implementation of a contact center solution is appropriate for any company whose goals include providing exceptional customer service as a differentiator in expanding their customer base and raising the level of customer service and loyalty. Contact Center on the SV9100 is an embedded application that requires: Premium User Licenses or the addition of the Contact Center Module to activate. The Contact Center Module gathers the statistical data that is used to generate the information that is displayed in the real-time screens and reports. The Contact Center Module can be purchased on an SV9100 applications blade or for an external server.

Reports assist management in making informed decisions about resources, performance, service levels, and more.