Fidelity - TalkGreentalkgreen.pt/wp-content/uploads/2015/11/Produtos5_Fidelity_Desc.pdf · Fidelity is delivered as a ready to use solution; the minimum configuration includes, Fidelity

Fidelity Contact

Center

Creating added value For PBX

www.jusan.es | tel. +34 914 560 110 | fax +34 915 531 411 | [email protected] | © Jusan S.A. 2015

2 Ref: DP/Fidelity/eng/docs © Jusan S.A - www.jusan.es

TABLE OF CONTENTS

Product overview ............................................................................................................................. 3

General Architecture ........................................................................................................................ 4

Fidelity HW and Computers requirements ................................................................................................ 4

Standard starting package ................................................................................................................ 4

Possible add-ons and Options .......................................................................................................... 5

General Incoming call flow ............................................................................................................... 5

Fidelity Software modules ................................................................................................................ 5

Agent Module ............................................................................................................................................ 6

Supervisor Module .................................................................................................................................... 6

Dashboard Module .................................................................................................................................... 7

Post call telephone surveys Option ........................................................................................................... 7

Reports and Statistics Module ................................................................................................................... 8

Scripting & Forms ............................................................................................................................. 9

Fidelity Telemarketing ...................................................................................................................... 9

Supported PBX and CTI Recommendations ................................................................................... 10

About JUSAN................................................................................................................................... 11


Fidelity - ACD & Call Center solution Fidelity is an advanced and cost effective ACD/Call Center Solution based on state of the art CTI & IVR functions and especially designed to handle and distribute a large volume of calls, to reduce the number of unattended calls and to optimize the internal resources and costs.

With minimum installation requirement and costs Fidelity offers capabilities which normally are only available in larger and more complex Call Center solutions. Fidelity is fully adaptable and scalable to any size and sector of activity.

Product overview

Automatic routing of inbound traffic according to: Dialed number (DNIS), Calling number (ANI), IVR, schedule.

Dynamic waiting queues. Maximum number of queued calls according to active agents, maximum percentage of agents on break

Unlimited number of groups & waiting queues

Intelligent call distribution among agents: longest idle time, skill based, urgent / forced transfer.

Real time supervision: currently queued calls, on-hold times, agent status, ...

Alarms when exceeding maximum time for queued calls, maximum conversation duration or maximum on-break time and to advice of a change in agent status

Free Seating. Allows agents and supervisors to use workstations dynamically.

Productivity and performance evaluation thanks to a broad range of statistics, reports and graphs.

E-mail distribution. Email is assigned to a group of agents based on keywords found on subject/body.

Messages / Music. Welcome and patience messages, music on-hold. Messages customizable by queue and queue position.

Scripting. Enables the creation of scripts and questionnaires for both inbound/outbound calls

Outbound call campaigns. Automatic call generation for telemarketing, polling, publicity. Call blending.

Call recording: on demand, selective or permanent.

Individual wrap-up times, Breaks (customizable), Alarms.

Instantaneous update of system messages (Information, patience messages, publicity, music).

Flexible setup: queue format, messages and publicity, distribution criteria, permissions..

Scalable Solution: Agents, supervisors, ACD ports, IVR ports, recording channels.


General Architecture

Fidelity Call Center is Client-Server based solution running on Windows Server 2008/20012 and Windows 7 with an SQL database (provided). The different software modules of the system communicate to each other via Ethernet with TCP/IP protocol.

Fidelity incorporates a SIP Server unit for the handling of inbound calls (IVR and queuing) connected to the PBX through SIP ports.

Operational CTI link is required on the PBX.

A complete range of additional call recording modules are available for on-demand, permanent or selective call recording on any type of lines (BRI, PRI or SIP) and phones (digital, SIP or IP proprietary).

Fidelity may be also integrated with existing systems: databases, CRMs, ERPs, in-house software applications and an optional email distribution module allows the automatic distribution of emails to different groups of agents according to keywords on subject or body.

An optional post call survey module is also available to measure customer satisfaction and agent performance.

Fidelity HW and Computers requirements

CTI & SIP Server : Windows 7, Windows 8, Windows 2008 Server or Windows 2012 Server Pentium® 4 , Intel® Core or equivalent (2GHz) - RAM: 2GB DDR (4GB Recommended) - SQL Express Database provided.

Agent PCs: Windows XP SP3, Windows Vista SP2, Windows 7 (not Starter, not Home)

Supervisor PCs : Windows XP SP3, Windows Vista SP2, Windows 7 (not Starter, not Home)

Standard starting package

Fidelity is delivered as a ready to use solution; the minimum configuration includes,

Fidelity Server software (TAPI, TSAPI, CSTA) + ICR + ACD + SQL Express Database.

Windows based software applications for Supervisors and Agents positions.

Windows based Reports module for statistical data.


Possible add-ons and Options

Additional agent or supervisor positions and IVR/queuing ports are available to expand the basic Fidelity

Call Center system and the following modules can be also ordered separately; Call recording modules for on-demand, selective or permanent call recording on any type of trunks

or extensions (may require extra call recording hardware if not SIP or IP).

Call Center Dashboard (standard or customized view on text scrolling panel or large flat screen)

E-mail distribution (software license).

Automatic call back (software license).

Post call survey module (extra SIP channels)

Pop-up integration with customer Database/CRM/ERP

General Incoming call flow

Fidelity Software modules

Setup Module: enables the setup of call routing and distribution, as well as all system users, positions and groups.

Supervisor Module: interface through which a supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents.

Agent Module: interface by which an agent logs on to the system, visualizes call data and controls the phone from the PC.

Statistics Module: enables the evaluation of resources, production and performance by means of a wide variety of statistics and graphs.

Recording Manager (optional): in case of call recording option, enables the management of recorded calls files.

Message / Music Uploader: enables upload and instantaneous update of system messages.


Agent Module

Installed in the agent PCs, this windows based popup application allows the agent to log on to the system, to visualize call date and to control his phone from the PC.

The called party name (queue name), the caller’s number, the amount of calls on hold in the queues to which the agent belongs, and the longest waiting time.

From this screen, an agent is able to control the phone and record calls on-demand.

A “chat” text messaging service is available between each agent and the relevant supervisor/s.

The agent can monitor in real time the number of calls queued in the groups he belongs and the time of the oldest call in the queue.

When on pause, the reason for the pause and even an additional comment may be entered.

Supervisor Module

Windows based application through which a supervisor is able to monitor and control the complete activity of one or several queues, groups and agents in real time.

Alarms warn the supervisor when maximum queue times and on pause times are exceeded or when an agent’s status changes.

If a queue is overloaded, the supervisor may enforce call distribution among inactive or on pause agents, or register him/herself as an agent.

The supervisor is able to intervene/listen in any active call.


The supervisor has access in real time to a summary of the status of agents in any group.

“Chat” text messaging is available between the supervisor and agents.

The supervisor has direct access to statistics, reports and recordings relevant to the queues being supervised.

Dashboard Module

This module allows the display on a wallboard of information that is relevant to Call Center operations, and of alerts intended to agents and supervisors. This information has to do with call-handling times, agents availability on the different queues, number of calls in queue, longest waiting times, and levels of service.

Up to 4 different graphs may be displayed on a single screen, and they may be selected from the list of possible real-time reports by means of an intuitive setup tool. Available real-time reports,

Average waiting time by group

Average attention by group

Average attention by agent

Incoming calls by group

Answered and missed calls by group

Quality of service

Post call telephone surveys Option

This option automates the process of post-call telephone surveys and stores the subsequent results in Excel allowing for ease of handling by the customer.

At the end of each call the agent transfers the caller to the SIP Server which automatically plays a welcome message and then begins asking questions. The customer is able to respond to the survey questions one by one using DTMF codes, and all call data (extension, callers number, date and time), together with the answers to the survey are stored in an Excel file.

Between 2 and 24 surveys may be carried out simultaneously.


Reports and Statistics Module

Group analysis: number of calls received, answered, lost, recorded. Calls by agent and meantime of conversation by agent.

Majority of reports are available in summary or detailed version and may be selected by date, time and a range of filters.

Reports may be displayed on screen, printed, sent by e-mail or exported in one of the following formats: excel, pdf, html, txt.

-By Agent: Sessions, breaks, calls attended, missed calls, average response times, average talk time, productivity.

-By Queue: Traffic volumes, queue comparisons, missed calls, average talk time.

-Globally: Global traffic volume, missed calls, response times.

Period: From 01/09/21012 to 30/09/2012 From: 00:00:00 to 23:59:59 Schedule: 08:00:00 to 18:00:00

Period: From 01/09/21012 to 30/09/2012 From: 00:00:00 to 23:59:59 Schedule: 08:00:00 to 18:00:00

17/09/2012 from 08:00:00 to 18:00:00


Scripting & Forms

Fidelity is delivered with an intuitive and user friendly tool which enables the creation of Web-based scripts, forms and questionnaires totally adapted to the needs of each specific customer for both outbound campaign and inbounds calls and on a minimal timescale.

Fidelity forms are automatically displayed as popup on the Agent’s screen.

The data collected using forms are stored on a SQL database and may be exported to an Excel sheet at any time.

Fidelity Telemarketing

Fidelity Telemarketing has been designed specifically for carrying out telephone surveys, public-opinion polling, telemarketing and telesales, appointments confirmation, credit control, market research or any outbound call campaign employing automatic dialling (Preview, Progressive or Predictive) and intelligent forms processing

Automatic dialling (Preview, Progressive, Predictive). Error free.

Personalized campaign forms – conditions, lists, mult. answers.

Automatic and programmable repetition of uncompleted calls.

Supports multiple campaigns and multiple forms simultaneously.

Call deferrals by date and time. Customizable for individual agents.

Data input from any OLE DB source.

Campaign tracking & supervision in real time.

Export of campaign results to Excel + reports package.

Call blending & resource optimization.

Note:

In order to create Telemarketing campaigns the Fidelity license must include the Telemarketing module, and Fidelity server PC must have Internet Information Services (IIS) installed.


Supported PBX and CTI Recommendations

Manufacturer Model Protocol CTI requirements

3COM NBX 100 TAPI 2.0 Built-in TAPI

AASTRA Ascotel TAPI 2.0 Open Interfaces Platform (OIP)

NeXspan CSTA II CSTA License

A400 TAPI 2.0 Open Interfaces Platform (OIP)

A5000 CSTA II CSTA License

OpenCom TAPI 2.0 Open Interfaces Platform (OIP)

ALCATEL-Lucent OmniPCX Office R8 CSTA II Built-in CSTA

OmniPCX Office <R8 CSTA II Extended Busy Lamp Field, ref. 3EH03131AA

OmniPCX Enterprise TAPI 2.0 Alcatel TAPI Premium Server

ASTERISK

TAPI 2.0 -

AVAYA IP Office TAPI 2.0 CTI Link Pro

CISCO Cisco Call Manager TAPI 2.0 Cisco Unified TSP

ELMEG C48m TAPI 2.0 Built-in TAPI

ERICSSON BP250 TSAPI Ericsson Business-Link

MD110 / MX One TAPI 2.0 / TSAPI Ericsson Application-Link

MD Evolution TSAPI Ericsson Business-Link

LG_NORTEL LDK 24/828/20 TAPI 2.0 TAPI-LDK300

MATRA 65xx CSTA II CSTA License

NEC Aspire TAPI 2.0 Aspire TSP

NEC-PHILIPS SV8100 TAPI 2.0 Telephony Service Provider (TSP)

IPC-100 TAPI 2.0 Telephony Service Provider (TSP)

NORTEL Meridian TAPI 2.0 Nortel CCT

PANASONIC KX-TD TAPI 2.0 KX-TD TSP

NS1000 CSTA III Built-in CSTA

KX-NCP CSTA III Built-in CSTA

KX-TDA/TDE TAPI 2.0 / CSTA III KX-TDA TSP

SIEMENS OpenScape Office CSTA III HiPath CAP-S for CSTA III

HiPath 4000 CSTA III HiPath CAP-S for CSTA III

HiPath 3000 CSTA II / CSTA III HG 1500 interface

HiPath 1100 TAPI 2.0 Built-in TAPI

Hicom 150/300H CSTA II / CSTA III HiPath CAP-S for CSTA

TENOVIS Integral 5 CSTA II CSTA License


About JUSAN

JUSAN is one of the European market leaders in value added solutions for telephone systems (PBX), with more than 30 years experience in the telecommunications sector and with products present in over 50 countries, where more than 80,000 systems have been installed during the last 10 years. Today the company designs, manufactures and markets a wide range of value added applications which include:

Call Center Solutions: ACD, real time supervision, telemarketing, scripting, dialers, database integration, special applications.

Call Recording: for all types of environment: permanent, selective & on-demand recording. Internal & external calls, extensions or lines, standard or proprietary.

IVR solutions: Voicemail + Unified Messages, IVR + database integration

CTI Applications: PC based operator, dialer for Outlook, automatic surveys.

Call Billing & Data Buffers: PC based or stand-alone solutions for all PBXs.

Wireless LAN Systems: Extricom's Channel Blanket technology.

Head office is based in Madrid, Spain, and the company employs 30 people, half of which are qualified engineers and technicians. A branch office is located in Argentina.

Originally founded in 1959, during the late 1970’s Jusan began to focus on the development and manufacture of call accounting and billing systems.

In the early 1990’s, the company engaged in the development of voice mail systems (voice based equipment with automatic attendant, moh, voice messaging and interactive voice response capabilities), thus consolidating the core business of the company within the PBX applications sector.

The tendency during recent years has been the development of generic CTI applications including Call Center, a full range of Call Recorders, and the evolution of Jusan voice mail systems into a powerful IVR platform.

Over the years Jusan has partnered with leading PBX manufacturers such as Aastra, Alcatel-Lucent, Panasonic, and Siemens, as well as major Telcos including Telefonica, France Telecom and Belgacom.

Export markets, which account for more than 30% of turnover, are also served via a network of independent distributors in more than 40 countries.

- France - Portugal - UK - Argentina + Uruguay

- Germany - Belgium - Romania - Australia

- Norway - Switzerland - Cyprus - North & West African countries

- Holland - Hungary - Chile - Central American countries


www.jusan.es

[email protected]

tel. +34 914 560 110

fax +34 915 531 411

© Jusan S.A. 2015

© Jusan S.A. 2015

http://www.jusan.es/

mailto:[email protected]

Documents

Fidelity - TalkGreentalkgreen.pt/wp-content/uploads/2015/11/Produtos5_Fidelity_Desc.pdf · Fidelity is delivered as a ready to use solution; the minimum configuration includes, Fidelity