E-MetroTel UCX Wallboard Overview

Sales Overview05 Dec 2013

E-MetroTel Proprietary and Confidential

E-MetroTel is where EVERGREEN is alive and well

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Agenda

• UCX Wallboard Value Proposition• UCX Product Overview• Call Center and Agent Metrics• Market Readiness• Summary

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Product Benefits• UCX Add-on application that seamlessly

integrates with UCX Call Center solution to provide key operational performance indicators

• Quickly indentifies in real time key call center metrics for supervisor assessment and response

• Supervisors can more easily identify operational issues, address agent training needs

• Helps improves agent productivity and overall customer satisfaction

UCX Wallboard Value Proposition

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UCX Wallboard Overview

Product Overview• The UCX Wallboard application is a

windows based application which can be installed on any windows PC

• Installed using the UCX Wallboard installer program (UCx Wallboard.msi from E-MetroTel downloads page)

• Requires connection to a UCX Server with the latest software installed

• Wallboard application sends various action commands to the UCX server and also receive various event messages from the server

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UCX Wallboard Metrics

Key Call Center Metrics• Total Calls: Total number of calls answered, in queue and abandoned• Answered Calls: Total number of calls answered by agents• Calls Waiting: Total number of calls waiting in the queue• Abandoned Calls: Total number of calls in specific

queue but caller disconnected before being answered• Abandoned Percentage: Total Percentage of abandoned calls

that entered this specific queue• Longest wait in Queue: Longest wait time a call has

been in queue before being answered by agent or the caller abandoned

• New Voice Mails: Total number of voice mails in the specified mail box

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UCX Wallboard Metrics

Key Agent Metrics• Agent ID: This is the Extension of the agent

configured• Name: This is the name of the Agent• CLID: Caller ID information• Status: Status of the call, like Idle, Not

Ready, Not Available, On Call etc.• Call Type: Type of the call established, like

CC or Non CC call.• Duration: This is the duration of time the

agent is on a call or sitting idle

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Product Availability - Now ! • Download UCX Wallboard 1.0 from E-MetroTel wiki page (UCX

mgmt page, link from Extras tab)• Application already deployed at a major US bank

Minimum Requirements • Supported on all UCX servers with latest 3.0 software updates• PC running windows• UCX Wallboard key code: Key code license is per site and is

generated using the UCX host idProduct Pricing• List price for the application: $995 USD

UCX Wallboard Market Readiness

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Sales and Marketing Support

• Product availability announcement on web site• http://www.emetrotel.com/?

q=new-ucx-wallboard-application-release• UCX Wallboard content on new web site

• http://www.emetrotel.com/?q=ucsupxsup-wallboard• Documentation – setup guide

• http://wiki.emetrotel.org/display/UCX30UPDATE/UCx+Wallboard+Setup+Guide_V1.1

• Customer Reference TBD• Social Media updates – LinkedIn product page

• http://www.linkedin.com/company/e-metrotel/e-metrotel-ucx-wallboard-21683983/product?trk=biz_product

Thank You