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Page 1Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
OpenScape Contact CenterAgile V8Bringing Customer SatisfactionWithin Reach
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 2Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Agenda
Introducing OpenScape Contact Center AgileBusiness Value SummaryAgent DesktopPresence and CollaborationManager DesktopIntegrated Email and CallbackIntelligent Group-Based RoutingSupported Environments
Page 3Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Introducing OpenScape Contact Center Agile
Is your company offering voice and email interaction channels to your customers?
Are you looking for ways to increase productivity in contact handling?
Do you want to leverage employee knowledge beyond the contact center to improve customer satisfaction?
Are you looking for an integrated solutionbut without the complexity?
Page 4Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Introducing OpenScape Contact Center Agile
Intelligent group-based integrated voice and email routing for small to mid-size contact centersUp to 100 active agents (including remote and distributed)Next generation visualization tools for enhanced contact center managementIntuitive agent desktops for improved productivityInnovative presence and collaboration tools to help agents achieve first contact resolutionSoftware-only solution that fits easily within your IT infrastructureSeamless upgrade to OpenScape Contact Center Enterprise for investment protection
Agile
Page 5Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010Page 5
June 10
Business Value Summary
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 6Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Business Value Summary
Easy to Implement and MaintainStreamlined installation wizards with built in configuration validationEasy-to-learn, intuitive Agent, Supervisor, Manager, and Administrator Desktops require less training and faster start-upImplement your contact center solution in days, not weeks or months
Page 7Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Business Value Summary
A modular software solution that easily evolves with your changing needsFlexibly grow your contact center up to 100 active agentsStart with one media then easily add new media when you are ready:
VoiceEmailCallback Web Collaboration
Page 8Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Business Value Summary
Designed for Growth and EvolutionFlexible Deployment Options:
Traditional (TDM)Hybrid (TDM-IP)Pure IP telephonyDeploy individual IP agents where neededEvolve to a completely IP-enabled contact center
Cross platform support with one application base
Page 9Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Business Value Summary
Evolve your contact center to meet your business needsSeamless upgrade path to OpenScape Contact Center Enterprise:
Increased agent capacity to 1500 active usersSkills-based routingWeb CollaborationMulti-Site NetworkingCRM Ready Integrations and SDK toolkit
Agile Enterprise
Page 10Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010Page 10
June 10
Agent Desktop
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 11Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Leadership in User Experience – Agent Desktop
Fully blended Agent Desktop for handling voice, email and callback interactions Highly intuitive and visual user interface for efficient and effective interaction handlingFlexible and customizable application desktops for enhanced usabilityMulti-language support with changes “on the fly”
EnglishGermanSpanishFrenchItalianBrazilian Portuguese
Page 12Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Agent Desktop – Contact Handling
Intuitive, blended desktop for multimedia contact handling (voice, email, callback)Easy-to-use softphone and agent state controls Real-time screen pop of contact information and customer data for all mediaOne-click access to previous interactions via the Contact Log
Page 13Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Agent Desktop – Voice Contact Handling
Intuitive softphone to streamline voice interaction handlingScreen-pop with contact details and customer data synchronized with each incoming callDirectory tab with data from an LDAP directory lookupConvenient access to Wrap-up reason codes that can be tracked and reported on
Page 14Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Streamlined Multimedia Contact Handling – Email
Intuitive blended desktop for handling email contactsScreen-pop with sender and contact details synchronized with each incoming emailDirectory tab with data from an LDAP directory lookupConvenient access to Wrap-up reason codes
Page 15Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Streamlined Multimedia Contact Handling – Email
Internal and external email forwarding and consultationAuto-suggest templates libraryThread history for email interactionsAdditional “Client Search”functionalityEmail history helps agents understand the sequence of interactions leading to a satisfactory resolution
Page 16Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Agent Desktop – Handling Callbacks
Allow customers to request a callback via automated attendant or from the webCustomer callback requests are part of the call queue processing flowAutomatically call the customer back if they abandon while waiting in queueIntegrated preview dialerCallbacks routed by matching agent qualifications and availability with call requirementsBlended inbound/outbound queue helps improveagent utilization
Page 17Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Agent Performance Feedback
Agent StatisticsEmpowering real-time personal performance statistics streamed to the agent’s desktopAdherence and personal performance statistics ensure business targets and metrics are visibleContinuous feedback enhances Agent satisfaction and enables self management
Page 18Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010Page 18
June 10
Presence and Collaboration
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 19Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
The Agent Can’t Always Do It Alone
“… agents rely onassistance from othersto resolve more than 25%
of difficult, sensitive or urgent customer calls… “
Source: Siemens Communications / CRMxChange Survey, 2006
Customer Caller Supervisor
State:available
Manager / Knowledge Worker
State:unavailable
States:available
talkingworking
Subject Matter Experts
Contact Center Agent
Page 20Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Leveraging the Knowledge and Expertise of the Extended Enterprise
Contact CenterAgents
Enterprise Users / Knowledge Workers
Distributed / Remote Agents
VoiceCollaboration
Email Collaboration
Voice over WLANCollaboration
Voice Collaboration
Allows users to view real-time availability, communicate and collaborate with team members across the enterprise, regardless of location or media
Page 21Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Presence and Collaboration
Give agents the ability to “see”who is available to help resolve a customer issue in real-timeLeverage the knowledge and expertise across the company to provide higher value interactionsIncrease first contact resolution, productivity and customer satisfaction
(((
Page 22Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Agent/Expert Presence and Collaboration
Visually monitor the immediate presence and availability of users across voice and email mediaView user presence status within an LDAP directory searchInstantly identify who is available to accept a call transfer or assist in a call or email interaction“One-click to communicate” makes collaboration fast and easy across the company
Processing Email
Talking(((
Available
Unavailable
Working
Logged off
Page 23Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Team List and Team Bar
Users can be sorted and viewed by job role, department, group or nameSelect user for collaboration based on area of expertise or readiness to communicateAvoid unnecessary callbacks, re-queues, blind transfers or transfers to voicemail
Page 24Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Speed List and Speed Bar
Fast and easy retrieval of contact information for frequent internal and external contacts Up to 100 entries in the Speed ListAdd entries from an LDAP Directory to the Speed List with just a mouse clickOne click to communicate via phone or email
Page 25Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
LDAP Directory Integration
Access to unlimited data from your LDAP directoryConvenient search functionalityAdd directory entries to the Speed List / Speed BarReturns snapshot presence for immediate collaborationMultimedia productivity beyond the boundaries of the contact center
Page 26Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010Page 26
June 10
Manager Desktop
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 27Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
OpenScape Contact Center Agile Manager Desktop
An intuitive Management interface with the tools to effectively manage your Contact Center
Administration CenterBroadcast CenterDesign CenterReport CenterTelephony Center
Page 28Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Administration Center
Truly unified desktop for all system administration functionsDefine and administer users and groups, with the ability to update the profile for multiple usersMake changes “on-the-fly”Easily manage user profiles and permissions with ultimate flexibility and security
Page 29Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Broadcast Center
Easy point-and-click setup for rules-based Wallboard and Broadcaster “ticker tape” outputSend real-time statistics and performance data for all media directly to wallboards and user desktops, or project onto a plasma display from a user's PCConfigure rules-based thresholds to alert agents of changes in important operational conditions
Page 30Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Design Center
Unique, graphical Design Center with visual, workflow-style toolsEasy-to-use single point of design for all routing strategies and contact processing flows:
VoiceEmail
Page 31Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
OpenScape Contact Center Call DirectorIntegrated IVR
Fully integrated into the Design Center workflowAuto-answer, greetings, intelligent messages and announcements Menus and caller navigation for “automated pre-routing”Digit collection and related screen popExternal open database ODBC read / write accessCustom components to execute virtually any routine or external applicationDynamic, multi-formatNumbers-to-Speech playback
Page 32Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager DesktopEmail Routing and Queue Processing
Unified routing engine to categorize, route and queue email interactionsVisual, workflow-style interface to define routing strategies and queue processing flowsEmail categorizations based on content analysis of subject line and body textAuto-acknowledgement, auto-response and auto-suggest in HTML and plain text formatEnables closed loop tracking
Page 33Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Callback
Use intelligent group-based routing to match callbacks with the best qualified available agentBlend inbound calls and callbacks to improve agent utilizationMultiple callback queues for different types of callback interactions Intuitive interface for agent defined callbacks to ensure follow-upEnable the customer to request a callback as part of a routing strategy or while waiting in queueAutomate defining callbacks for customer calls abandoned in queueWeb interface for customer requested callbacks
Page 34Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager DesktopMicrosoft Dynamics CRM Integration
Microsoft Dynamics CRM integration out-of-the-box
Easy to implement screen-pop functionality using a fully integrated component in Design CenterIdentify and retrieve customer record based on ANI or inputted digitsPush screen-pop to agent desktop synchronized with each incoming call
Page 35Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Report Center
“Point-and-click” to define and view a virtually unlimited number of reports
Real-time and cumulative views, alerts and notificationsGraphical and tabular historical reports Blended media or media-specific
Integrated trend analysis and projection
Page 36Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Report Center
Real-Time and Cumulative ViewsSimultaneously view up to four real-time and cumulative reportsEnhance management decision making with a built in analytic model for trend analysis and projectionDefine audio and visual threshold alerts when operational metrics are exceededSpecify multiple views for fast and easy access
Page 37Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Report Center
Historical ReportsCreate historical reports in flexible graphical and tabular formatsOutput reports for on-screen display, E-mailing, printing, or export to various file formats (Excel, HTML, Text, PDF)Use the report scheduler to automatically run reports on a daily, weekly or monthly basis
Page 38Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Manager Desktop – Report Center
Activity ReportsEasy-to-use interface for defining and running detailed activity reportsExamine the step-by-step progression of any incoming contactReview the activities of any user for a specified time periodReport on scheduled callbacks
Page 39Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010Page 39
June 10
Integrated Email and Callback
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 40Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Integrated Email and Callback
Improve customer satisfaction and accessibility by offering a choice of communication channelsOptimize agent productivity with a common user interface for all mediaIncrease management productivity with cross-media administration, views and reportingLeverage one common routing engine and management interface for voice, email and callback interactions
Page 41Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Integrated Email
Route customer emails into your contact center to agents with the skills to handle emailsOptimize agent productivity with a common user interface for voice and email interactionsIncrease management productivity with common tools to handle emails like any other mediaLeverage familiar contact center framework and tools for both voice and email
Page 42Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Integrated Callback
Scheduled customer callbacks to improve customer satisfactionBlend inbound and outbound voice interactions to optimize agent utilizationGive the customer the option of requesting a callback instead of waiting in queue Offer your customers a web callback interface for creating callback requests that fit their scheduleIn case of longer wait times, create callbacks on abandon in queue to ensure follow up
Page 43Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010Page 43
June 10
Intelligent Group-Based Routing
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 44Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Group-based Routing – Agents in a Single Group
Agent can be assigned to up to 50 different groupsSimple but efficient distribution of voice calls and emailsWait times reduced for your customers through assigned overflow groupsEasily aligns with existing organizational structures in your environment
Tom
Jenny
Liz
Jack
Anna
Betty
Page 45Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Group-based Routing – Agents in Multiple Groups
Agents can belong to up to 10 different groups at onceBetter leverages agents with multiple capabilitiesOptimizes distribution of voice calls and emails among capable agents within a groupMaximizes agent utilization and capabilitiesCan be combined with overflow groups to further reduce wait times
Tom
Jenny
Liz Theo
Jack
Anna
Beth
Ron
Billing
Service
Sue
Gerald
Page 46Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010Page 46
June 10
Supported Environments
Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved. Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
Page 47Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Pre-Integrations and Interfaces
OpenScape Contact Center Agile is pre-integrated with:XML interface for Workforce Optimization(e.g. Verint - Blue Pumpkin)Interalia XMU + and SBX DevicesSpectrum Wallboards
Standard interfaces for:LDAP Directories Screen pop API3rd party IVR API (HPRI)Read/write to ODBC compliant external databases
Page 48Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Supported Communication PlatformsSoftware and Hardware
Communication Platforms:HiPath 3000 V7, V8
Server Software: Windows Server 2008 Standard Edition with SP2Windows Server 2008 Enterprise Edition with SP2Windows Server 2003 R2 Standard Edition with SP2Windows Server 2003 R2 Enterprise Edition with SP2Windows Server 2003 Standard Edition with SP2Windows Server 2003 Enterprise Edition with SP2
Server Hardware:Minimum: Intel Xeon 3065, 2 GB RAM, 160 GB HD
Client Software:Windows 7 Professional/Enterprise EditionWindows Vista™ Business/Enterprise Edition (SP1 or later)Windows XP Professional Edition (SP3 or later)
Page 49Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
Supported Agent/Supervisor Devices and Clients
OpenScape Contact Center Agile supports the following devices and soft clients:
optiPoint 410 family
optiPoint 420 family
optiPoint 500 family
optiClient 130
Page 50Copyright © Siemens Enterprise Communications GmbH & Co. KG 2010. All rights reserved.Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG
February 2010
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