Embed Size (px)
Citation preview
THE CLOUD SERVICES COMPANY TM
IP
www.evolveip.net [email protected] 610-964-8000 1
Data Sheet
The Evolved Call Center
WHY CHOOSE THE EVOLVED CALL CENTER?
The Evolved Call Center solution provides contact center managers with more control and deeper insight
into their contact center operations. By establishing a single cloud-based contact center across multiple
locations, call centers can streamline operations and maximize staffing. This unique model enables
managers to strike an appropriate balance between effectiveness and efficiency.
The Evolved Call Center is designed to provide contact centers of any size with access to a broad range of features, increased scalability and flexibility, and deep insight into their call center operations, delivered in an economical cloud-services model.
Key Benefits: Executives
Lower TCO: Significantly reduce traditional telecom
expenses and maintenance costs while eliminating
capex for new equipment and software.
Maximize Staffing: Streamline operations into a single
resource pool across multiple locations.
Flexible: Distribute call center resources simply and
effectively whether in the office, on the road, or at home.
Scalable: Increase and decrease costs with seasonality
and growth. Support unexpected peaks with limitless
call capacity.
Disaster Recovery: Queue calls in the cloud regardless
of conditions at any site with built-in contingency
routing.
Secure: Take advantage of a private and secure
cloud-based offering from a PCI and SOC III certified
organization.
Key Benefits: Call Center Managers
Broad Range of Features: Gain access to advanced
messaging, routing, reporting and desktop management
features regardless of budgetary constraints.
Setup Options: Use (and pay for) only the features
you need while providing agents a familiar interface -
browser, handset, or both.
Centralized Management: Manage queue activity,
monitor calls and reroute them with a click of the mouse
or from your Smartphone/Tablet.
Reporting: Review performance in real time with ad-
hoc reporting or through automated email delivery.
Recording: Retrieve and playback recorded calls, tag
calls for quality management and listen to calls live.
Control: Provide supervisors with unmatched control
over agent productivity and allow administrators point-
and-click configuration through the OSSmosis Portal.
Extensible: Prebuilt integrations into popular CRM and
messaging platforms. Simple application integration
through standards-based APIs.
www.evolveip.net [email protected] 610-964-8000
Evolved Call Center Features
ACD Routing Policies Basic Standard Premium
Hunt Algorithms – Uniform, Circular, Regular, Simultaneous, Weighted x x x
Escape out of Queue option x x x
Distinctive Ringing – Ability to have a specific ring per queue x x x
Overflow Treatment – Based on Queue Size and/or Wait Time x x x
Bounced Treatment – When an available Agent doesn’t answer x x-Enhanced
Stranded Treatment – When no Agents are signed in x x-Enhanced
Force Agent Unavailable – Triggered by bounced calls x
DNIS Routing – Ability to have multiple DNISs pointed to a single queue x
Advanced ACD Routing Policies n
Priority Queuing-Based on precedence of longest wait time x
Night Service – Business and after hours call treatment x
Holiday Service – Calendar based call treatment x
Forced Forwarding – Alternate routing for new incoming calls x
Preserve wait time after forwarding x
DNIS based priority settings and routing policies x
Outbound Dialing by Queue – Agent selects Caller ID x
Greetings and Announcements
Customizable Greetings/Messages x x x
Entrance (including Mandatory playback option) x x x
Comfort Message x x x
Music on Hold x x x
Chained Greetings/Messages/Music on Hold – Up to 4 x x x
Estimated Wait Time or Position In Queue x x x
Comfort Message Bypass x
Queue Announcement via Agent Whisper x
DNIS based Greetings and Announcements x
Agent and Supervisor Features
Web-based service controls x x x
Set ACD State x
*Join Call Center: Activates agent in the Call Center x x x
*Set Call State: Sign-in, sign-out, available, unavailable, wrap-up x x
Web-Based and Desktop client for call management (Agent and Supervisor) x- Add On x-Add On
Auto-answer incoming calls x
Automatically set post call agent ACD state x
Unavailable Codes (Client required) x
Disposition Codes (Client required) x
Queue notification (Web Client)
Reporting
Scheduled Call Center reporting x x
Real Time reporting from Supervisor Client x x
Scalability and Capacity
Maximum number of queued calls per CC 25 50 525
x
x
Supervisor Silent Monitoring
2
www.evolveip.net [email protected] 610-964-8000
The Evolved Call Center seamlessly integrates into the Evolved Office Hosted PBX service or via callback to legacy
PBXs. Agents can gain access to features and control through advanced desktop applications or manage their state
via a more traditional handset based interface.
Agent Client, provides a web-based point and click call control, ACD state functions (sign-in, sign-out, unavailable,
available, and wrap-up, etc.), assign disposition codes and emergency escalation.
Unity Agent features an intuitive icon based presence interface. Unity provides point-and-click call control and
embedded chat that is the perfect add-on for workgroups and functional teams.
For more traditional deployments agents can control ACD state func-tions from their Evolve IP handset.
3
THE CLOUD SERVICES COMPANY TM
IP Data Sheet
Flexible Setup Options
www.evolveip.net [email protected] 610-964-8000
The Call Center Dashboard is a web application that delivers queue statistics and thresholds in real-time on a
variety of devices from wallboards to individual PCs, Tablets, and Smartphones.
Call Center Management needs information at their fingertips to make vital decisions about queuing, overflow
treatment and call routing.
Supervisor Client an intuitive web-based client, provides call center leaders with the real time queue activity, the
ability to listen to calls, tools to monitor/change agent status, and options to prioritize and redirect calls.
4
THE CLOUD SERVICES COMPANY TM
IP Data Sheet
Centralized Management
www.evolveip.net [email protected] 610-964-8000
Reporting is vital to ensure adherence, compliance and service levels within any call center. The Evolved
Call Center offers flexible reporting to meet the various needs of call center Supervisors, Management and
Executives.
Queue reports provides the queue activity metrics for an individual queue, multiple queues, or by DNIS. Key met-
rics like call volume, abandoned calls, ASA, and service levels are readily available.
Agent reports provide rich insight into agent performance and behavior. Understand where time is spent
and how calls are being handled.
5
THE CLOUD SERVICES COMPANY TM
IP Data Sheet
Reporting
www.evolveip.net [email protected] 610-964-8000
Call Center Managers require complete control over agent and queue productivity. The award winning
OSSmosis Portal allows administrators point-and-click configuration and real-time changes.
The flexibility and power of the Evolve Call Center can be managed by Call Center leaders based upon the
real-time staffing and volume demands. Call Center leaders can adjust their call routing, announcements, and
staffing from any web-enabled device.
Enable on-site or remote call quality and compliance activities. Search, retrieve, tag, and export recorded calls
based upon criteria such as the agent, calling party and date/time. Listen to live calls or call recordings through
an easy-to-use web interface.
6
THE CLOUD SERVICES COMPANY TM
IP Data Sheet
Recording
Control
www.evolveip.net [email protected] 610-964-8000
The Evolved Call Center is supported by standards based APIs, enabling businesses to easily integrate the
solution into internally developed or third party applications. Due to this extensibility, your business can utilize
prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Workforce Management
solutions.
EvolveCallCenter-DS-06242015
7
THE CLOUD SERVICES COMPANY TM
IP Data Sheet
Extensibility
