Voxtron Communication Center 11 The Customer Interaction Solution

Voxtron Communication Center 11The Customer Interaction SolutionJanuary 2011

2Voxtron Communication Center 11™

Content

January 2011

Introduction

If you want to go to a specific section, click the corresponding button.

Summary

1. Architecture

2. Installation Center

3. Client Software

4. Core modules 10. Editions

6. Audit Trail and Installation Monitoring

7. Redundancy

8. Users

5. Operational modules 11. Requirements

9. Integrations

12. Upgrade paths


About Voxtron

• Voxtron (1994) is an international company, headquartered in Belgium and having sales offices and partners in Belgium, Germany, Italy, Portugal, Denmark, France, UK, Turkey, Tunisia, UAE, Thailand, Hong Kong, Australia,…

• Voxtron delivers state-of-the-art Customer Interaction Solutions for enterprises.

• Voxtron offers a cost-efficient answer to your communication challenges!

January 2011

4Voxtron Communication Center 11™January 2011

Customer Interaction Solutions

Customer


What is Voxtron Communication Center 11?

• Voxtron Communication Center 11 is the new Multimedia Customer Interaction Solution of Voxtron

• Thanks to its unique architecture, it addresses the needs for both the Enterprise market and the market for Small to Medium sized Businesses (SMB)

• Voxtron Communication Center 11 offers a straightforward administration and configuration and yet is able to answer (very) complex installation demands

• It supports innovative license and pricing models

January 2011


What is Voxtron Communication Center 11?

• Voxtron Communication Center 11– is customer interaction software that runs on top of any

(existing) communication environment– sends contacts (calls, emails, faxes, web chats) to appropriate

persons within the organization– distinguishes between direct (personal) communication and

routed (to a pool of employees) communication– assignment strategy is based on Skill-Based Routing (SBR)– is based on the Universal Queue (UQ) principle– provides Business Intelligence (BI) information– CTI function improves employee efficiency– offers powerful Software Development Kits (SDK) for integration

within the existing IT infrastructure

January 2011


Direct versus routed communication

• Voxtron Communication Center 11 distinguishes between direct and routed communication

• Direct (personal/private) communication:– Refers to contacts (calls, emails, faxes) that the initiator sends to

a specific person within the organization by• dialing a DDI (direct dial-in) for making a call or sending a fax • sending a message to a personal email account

• Routed communication:– Refers to contacts (calls, emails, faxes, web chat) that the

initiator sends to an organization, not knowing (and caring) who treats the request by• dialing a general number for making a call or sending a fax• sending a message to a general email account• entering a web chat session via the corporate web site

January 2011


ARCHITECTURE

January 2011


Contact center

(routing)CC IVRDashboar

dDashboard

......

Voxtron Communication Center 11 operational modules• Each module can be installed

multiple times (multiple instances)• Modules can be installed on different

servers

Datastore

Web Center Licensing

Voxtron Communication Center 11 core modules• Each module must be installed only

one time (one instance)• Modules can be installed on different

servers

Built on Windows 2008 (R2) and SQL Server 2008 (R2) • 32 and 64 bit• Virtual environments


Module overview

Core modules• Datastore• Web Center• Licensing

Operational modules• Contact center (routing)• CTI• IVR (calls and faxes)• Web Chat• E-mail routing• Dashboard• Reporting• Recording

January 2011


Module basics

• All modules connecting to the same Datastore make one Voxtron Communication Center installation

• Core modules are installed exactly one time• Operational modules can be installed zero, one or multiple times

(instances)• All modules can be installed on different servers (~scalability)

January 2011


ARCHITECTURE EXAMPLE A

January 2011


Datastore


Dashboard

CTI

CC

IVR

BU “Sales”

CC

Web chat

BU “Support”


ARCHITECTURE EXAMPLE B

January 2011

A new business unit is added;An extra server is made operational


Datastore


Dashboard

CTI

CC

IVR

BU “Sales”

CC

Web chat

BU “Support”

CC

Web chat

BU “Finance”

IVR


INSTALLATION CENTER

January 2011


Installation Center

• Utility to manage different instances of different modules on different servers

• Exceptional ease of use• Installation via the Internet or from a DVD• Automated check for (module) dependencies reduces the number

of potential mistakes• Retrieves and uses the information from the datastore to guide

other module installations

January 2011


CLIENT SOFTWARE

January 2011


One client for the agent and the backoffice worker

• Only one: “Voxtron Client”• Provides CTI functionality• Provides fax printer driver for outgoing faxes• Adds agent functionality in the contact center• Easy integration with your business applications • Local installation or distribution of MSI via Group Policy Objects• Partial installations possible (e.g. no fax driver)

January 2011



Auto updates

• Voxtron client software is updated automatically– User gets notification of availability of new version– User can postpone update– For installations with limited number of Voxtron Clients only

(otherwise use GPO)

January 2011


CORE MODULES

January 2011

Datastore

Webcenter Licensing

CC CTI

Email Web Chat

IVR Reporting

Dashboard Recording


Datastore

• Gathers and holds following data:– Configuration information– Administration information– Operational data• Information that is temporary stored in the database by

certain instances– Dashboard data• Real time information that is provided through the Dashboard

data service to the different Dashboard instances– Statistical data• Pre-processed historical information that is used in reports

– Audit Trail data• Information on which settings were changed by whom

– Recordings

January 2011


Datastore

January 2011

DB

Administration data Configuration dataOperational dataDashboard dataAudit Trail data

Recordings

Copy of:Administration data Configuration data

Historical data

IVR

CC CTI

Dashboard

Warehouse

Reports


Web Center

• Centralised configuration and administration• Adaptive: new modules/instances become available in the website

as they are added to the installation• 2 types of users:

– Super administrator• A System administrator with all rights• Cannot be deleted

– System administrator• Defined by the super administrator• Has access to the Administration and the Configuration of one

or more instances

January 2011


Web Center

• Centralised configuration and administration• Adaptive: new modules/instances become available in the website

as they are added to the installation

January 2011

User Instances Administration

Configuration

Super Administrator

All

System Administrator

Assigned instances

Administrator CC instance where they are part of

Team Leader CC instance where they are part of


Web Center

January 2011


License module

• Centralized license management• Support for:

– Incremental licenses– Peak licenses– Virtual environments

• License file backup on the Voxtron ordering site• USB dongle is the key, the license files holds the purchased

modules and interactions– Trouble-free ordering without activation– Server hardware independent (e.g. HDD replacement, network

adapter, …)– Easy to move to another server– System and network time clock independent

January 2011


License module

January 2011

Datastore

License file

License module administrationOrder website

License server

License fileIVR

CC

CTI

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License schemes

• Interaction Log-in Unit (ILU)– Degressive price scheme– Double degressive for Interaction Log-in Unit (2nd, 3rd, ...

interaction for same agent is lower in price) promoting multimedia users

– Supports peak licenses• Routed Multimedia Contacts (RMC)

– Initial investment for basic infrastructure– Degressive price scheme for Routed Multimedia Contact

(inbound calls, faxes, emails, web chat sessions)

January 2011


OPERATIONAL MODULES

January 2011

Datastore

Webcenter Licensing

CC CTI

Email Web Chat

IVR Reporting

Dashboard Recording


Contact Center (CC) module

• Voxtron Communication Center 11’s CC module is based on Skill Based Routing (SBR)

• In a SBR solution, the Administrator assigns skills (e.g. product knowledge, language,…) to each agent. He indicates to which extent this user possesses these skills (%)

• Upon arrival, each new contact gets skills assigned. Potential ways for acquiring contact skills:– Info from the PSTN network:• Dialed number (can be linked to a specific service)• Database retrieval of info based on Calling Number

Identification (CNID, also known as CLIP)– Data gathering via the Self Service application (Interactive Voice

Response – IVR)• SBR searches for the best suitable user to serve a certain contact

with its attached skills

January 2011


Universal Queue

• Voxtron Communication Center 11 performs SBR based on the Universal Queue (UQ) principle

• This means that all contacts (incoming calls, faxes, emails, web chat sessions) are sent to this UQ

• When an agent becomes available, the system calculates the score matrix as shown in following slide

• The contact with the highest score is transferred to the available agent

• The complex algorithm takes into account skills but also:– Time: a contact gets more important the longer it is in the UQ– Agent: contacts can be assigned to an agent when• this agent had no contacts for a long time• this agent has the smallest load• this agent handled a previous contact of the same customer

January 2011


Universal Queue (UQ)

January 2011

Free Agents

Agent Agent Agent Agent Agent Agent AgentQu

eued

Con

tact

s

Call

Call

Web chat

Fax

Fax

Email

Score Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score

ScoreHigh Score

Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score

Score

Score

Score

Score

Score Score Score Score Score Score Score


IVR module

• Voxtron Communication Center 11 contains a powerful, multilingual IVR (Interactive Voice Response)

• IVR is typically used to identify and segment callers (i.e. assign skills)

• By extension it is also used– to resolve caller’s queries without transferring to an agent– to register call back requests from people who don’t want to

continue to wait for a free agent– to link to customer data– to send and receive faxes– to store and retrieve voice messages (voice mail)– for conferencing

• Supports telephone touchtone keypad input and speech recognition• Responds with pre-recorded or dynamically generated (TTS) audio

January 2011


IVR module

• Intelligent Graphical User Interface (GUI)

• Limited set of powerful building blocks

• No programming skills required

January 2011


Faxes

• With Voxtron Communication Center 11 one can– Receive direct (personal) and routed faxes– Send private faxes and ‘contact center’ faxes– Add one of the many (customizable) cover sheets– Look for archived faxes in the Fax Center

• Delivery of faxes to the user can happen in two ways:– Within the client interface (immediate view)– As an attachment to an email message

• A user can send faxes from any Windows application that supports the “Print” function

• Voxtron Communication Center 11 sends status delivery reports to the user

January 2011


Fax cover sheet

• System administrator can define one or more fax cover sheets per CC instance, using an editing toolbox

• Cover sheet consists of following parts:– Images (e.g. company logo)– Text fields– Parameter fields• Automatic parameters (e.g. date, time, number of pages, ...)• Custome parameters– E.g. short description, sender name– The fax printer wizard will ask a value for each of these

custome parameters

January 2011


Fax cover sheet

January 2011


Send fax

January 2011


Receive fax

January 2011


Web chat

• Voxtron Communication Center 11 allows users to communicate with agents in real time using just a web browser

• No need for 3rd party IM application• Instant accessability• Free of charge for the user• Components for building it into the company’s web site available in

both ASP.NET and PHP

January 2011


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Email module

• Voxtron Communication Center 11 supports email routing– Skills and a priority are assigned to an email using• the email rule wizard (perform actions based on the subject,

“to” field, “from” field, ...)• advanced PERL scripting

– Email routing has its own settings (e.g. thresholds)– Email is forwarded to the most appropriate agent– The agent’s standard email client (e.g. Outlook) is used to

send/receive contact center emails– Auto detect reply email (wrap-up starts)– Personal email address masking– Support for PERL libs allowing to trigger al kind of events upon

arrival of a new mail (e.g. auto-reply message)

January 2011


Email module

January 2011


Dashboard module

• Voxtron Communication Center 11’s dashboard module consists of:– Dashboard data service; each instance of this service• has a single connection to the datastore• cashes Dashboard data• provides cashed data to multiple SOAP clients

– Design tool to create iGoogle-like dashboards• Highly customizable• Design by using widgets• Drag & drop

January 2011


Dashboard module

January 2011

Datastore

Dashboard parameters

Dashboard Data Service(SDK)

Voxtron Communication Center 11 Dashboard

SOAP

ASP.NETPHP

Custom Implementations

SOAP

Dashboard parameter cache


Dashboard module

January 2011


Dashboard module – publishing custom parameters

January 2011

Datastore

Dashboard parameters

Dashboard Data Service(SDK)

DashboardSOAP

Legacy app

SOAP

Dashboard parameter cache


Reporting

• Part of the Web Center• Standard reports are defined for a particular CC instance• Consolidated reports available via “Custom Reports”• Based on the pre-processed data in the Warehouse; therefore

– having no impact on the modules that are using the active data in the datastore

– less IO, resources and thus time needed to generate

January 2011


Reporting

• Accessible by team leaders, administrators and system administrators– Skill reports– Agent reports– Contact code reports– General reports– Login reports– Custom reports

• Time interval for each of these reports can be changed

• All reports can be exported to– .csv file– .html file– MS Excel

• Printer friendly button• Scheduled reporting:

– Send to an email address– Save to a folder

January 2011


Reporting

January 2011


Reporting

January 2011


Recording module

• Recording in Voxtron Communication Center 11 is an independent module and therefore enables stand-alone, distributed recording solutions

• Recordings are stored in the (central) Datastore• Lookup and retrieval of the recordings is done via the Web Center

January 2011


Reco

rdin

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odul

e

Recording module

January 2011

Recordingengine Re

cord

ing

boa

rd

Trunk

Recording service Datastore

HDD


Recording module

• Web Center is the central place to lookup recordings• Search criteria:

– CLIP (or part of it)– Dialed number (or part of it)– Recording started after/before a specific date and time– Duration longer or shorter than a given duration– (and all combinations of the above criteria)

January 2011


Recording module – match CC data

• Recording module used in combination with one or more CC instances

• Voxtron Communication Center 11 tries to match the calls with the related CC data (skills, contact codes, agent, ...)

• This matched data will be shown in the search result page• CC data can be used to filter the results

January 2011



AUDIT TRAIL &INSTALLATION MONITORING

January 2011


Audit Trail

• Voxtron Communication Center 11’s Audit Trail keeps track of:– Which settings have changed when in the Web Center– Who has changed these settings (do not share credentials!)

• This data is available in the Datastore and can be retrieved by a Certified Voxtron Engineer

January 2011

Datastore

Administration data Configuration dataOperational dataDashboard dataAudit Trail data

Recordings


Configuration of logging

• In the Web Center, each module has the same page for configuration of the logging settings

• Each module has the same set of base logging types: information, errors, exceptions, warnings, successful actions

• A module can have additional (module related) logging types (e.g. Email module has SMTP logging)

January 2011



Compression

• In order to save valuable disk space:– Log files stay uncompressed for a configurable number of days– Log files are compressed saving up to 95% of the original size– The compression process runs overnight– Logging files can be deleted automatically after a configurable

number of days

January 2011


Microsoft Event Viewer

• A selection of events can be published in the Microsoft Event Viewer

January 2011


Syslog

• Syslog protocol emerged in the Unix & Linux world (~ Microsoft Event Viewer)

• A lightweight protocol that uses UDP packages to send events from a Syslog client to a Syslog server

• Upon receipt, the Syslog server can take different actions:– Send email, SMS, IM message– Generate SNMP trap– Pop-up a message– Add a record to a database– ...

• Voxtron Communication Center 11 does not include a Syslog server (products available on the market; e.g. http://www.kiwisyslog.com/)

January 2011


Datastore

CC IVRSC SC

CTISC

Syslog Server

Web Center

Syslog used in the Web Center


REDUNDANCY

January 2011


Redundancy

• Redundancy is not an exact science!• Redundancy is often guided by the customer (in line with his

existing IT infrastucture and knowledge)• When talking about redundancy, we talk about

– High-Availability (HA) Clusters– Blade systems– Virtualisation– Disk arrays– NAT– DNS– ...

• A redundancy solution can be based on one or more of these techniques; and therefore a big variety is possible

January 2011


Redundancy – HA Cluster

• A cluster is a group of linked computers• Each computer is called a node• Nodes are connected via a ‘private’ LAN• In a HA cluster, only one node is active at the time• On the non-active node, the Voxtron Communication Center 11

instances get the same ID (identifier) as the instances on the active node

January 2011


Redundancy – HA Cluster

January 2011

Disk array

SQL server

Node 1

SQL server

Node 2

Company LAN

Cluster LAN

HA Cluster


Redundancy – HA Cluster – exampleInstalling the instances on the cluster nodes

January 2011

HA Cluster

Datastore

Clients connect to thecluster’s virtual IP address

SQL server

Node 1

CC

LIC

WB

SQL server

Node 2

CC

LIC

WBID X ID X

ID Y

ID Z

ID Y

ID Z

Dongle has to bemoved manually

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Redundancy – HA Cluster – exampleInstalling the instances on the cluster nodes; alternative 1

January 2011

SQL server

Node 1

SQL server

Node 2

HA Cluster

Datastore


CC

LIC

WB

CC

LIC

WBID X ID X

ID Y

ID Z

ID Y

ID Z

USB ethernet hub




Redundancy – HA Cluster – exampleInstalling the instances on the cluster nodes; alternative 2

January 2011

SQL server

Node 1

SQL server

Node 2

HA Cluster

Datastore


CC

LIC

WB

CC

WBID X ID X

ID Y ID Y

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Redundancy – Virtualization

• Examples:– Microsoft Hyper-V– VMware– Blade systems• A blade system is a set of blade servers gathered in one blade

enclosure• A blade server is a stripped down server computer• The blade enclosure provides power, cooling, networking,

interconnect and management

January 2011


Redundancy – Virtualization (example)

January 2011

Hard

ware

Pare

nt

parti

tion

Client partition 1 Client partition 2

Backup




USERS

January 2011


Users

• The types of users in Voxtron Communication Center 11:– Super Administrator– System Administrator– Administrator– Team leader– Agent– (Back)Office Worker

• All of them can work from home/anywhere, provided that a suitable phone and data connection is available

January 2011


Super Administrator

• Voxtron Communication Center 11’s Super Administrator has access to all settings

• The Super Administrator account cannot be destroyed

January 2011


Configuration

Super Administrator

All



• The System Administrator is a user account that can be defined in the Web Center by the Super Administrator only

• The System Administrators have access to one or more assigned instances

January 2011


Configuration


Assigned instances


Administrator

• The CC Administrator defines and administers:– Skills– Groups– Users– Pause reasons– Contact Codes– General settings

January 2011


Configuration

Administrator Assigned CC instances


Skills

• There is no limit on the number of skills• Administrator can define the relative importance of a skill

(compared to other skills)• Supports mandatory skills:

– A contact can only be routed to an agent having that skill– Mandatoryness can expire after a certain time

January 2011


Groups

• Administrative support for installations having a lot of users• Steps involved:

– Define a group– Assign skills to the group– An agent inherits the skills of the group he/she belong to

January 2011


Users

• The administrator adds a user by running through different parameter sets:– Personal settings (name, email address,...)– Permissions (with respect to monitors, fax center, email

handling, ...)– Skills (select & assign a knowledge percentage)– Interactions (free seating, types of interactions, ...)– Filter display info in activity and waiting monitor– Fax (enable/disable, sender/receiver number, archive

(yes/no), ...)

January 2011


Users

January 2011


Contact codes

• Purpose of the contact codes is the qualification of the contact• Defined by the Administrator• Selected and assigned by the agent during the treatment of the

contact• Gain an insight into the type of questions treated by the agents,

thanks to the contact code reports

January 2011


Pause reasons

• The administrator can define an unlimited number of pause reasons• Example pause reasons: lunch, meeting, toilet break• Default pause reason = the pause reason selected in case of:

– User inactivity since x seconds– User fails to take a contact although marked as available

January 2011


General settings

• Timers (default wrap-up times, thresholds)• Agent specific (log-off/pause of last agent (y/n), pause wrap-up

(y/n), ...)• Routing strategy (define the mixture between skills-based routing,

time based routing and agent based routing by using slider bars)• Advanced routing strategy (enable multiple simultaneous contacts

per agent)• Mandatory skills (time after which the mandatoryness is obsolete)

January 2011


General settings

January 2011


Team leaders

• Team leaders:– Have access to the reporting tool (refer above)– Can assign contacts in the waiting queue to a specific agent– Receive warning messages if contacts wait too long in the queue

January 2011


Configuration

Team Leader Assigned CC instances


Users

• Major functions available for the users:– Free seating– Multilingual– Auto logon when starting Windows– Selection of type of contacts that he/she will treat– Work in full screen or minimize to system tray– Screen pop-ups– Select pause reason– Quick dial– Send faxes from any Windows application– Show web pages in the Voxtron Client

January 2011


Log-on

January 2011


Maximized view agent client

January 2011


Activity and waiting monitor

• Waiting monitor:– Provides an overview of all contacts that are waiting in the UQ– Allows sorting, filtering and grouping based on selectable fields

(contact type, status, waiting time, ...)• Activity monitor: presence

– Provides an overview of all agents and (back)office workers– Allows sorting, filtering and grouping based on selectable fields

(name, status, extension, duration, ...)– The Administrator decides which other agents an agent can see

January 2011


Activity Monitor

January 2011


INTEGRATIONS

January 2011


Integrations

• Voxtron Communication Center 11 has a set of powerful SDKs allowing you to integrate with almost any business environment:– IVR plug-ins– Perl scripting for incoming emails– client SDK• COM interface• Custom toolbar• HTML

– server SDK• Custom statistics• Custom Dashboard

January 2011


EDITIONS

January 2011


Voxtron Communication Center 11 Enterprise

• This edition of Voxtron Communication Center 11 targets the Enterprise market

• No commercial limitations on number of instances and number of users / ports

• High end integrations (e.g. Microsoft Lync, SAP, ...) will be implemented on this edition of Voxtron Communication Center 11

January 2011


Voxtron Communication Center 11 Express

• This edition of Voxtron Communication Center 11 targets the SMB market

• Each operational module can be installed only ONCE, except for the IVR module

January 2011


REQUIREMENTS

January 2011


System requirements – Server OS

• Server operating systems:– Windows 2008 Server Standard 32-bit, English edition – Windows 2008 Server Standard 32-bit, German edition – Windows 2008 Server Enterprise 32-bit, English edition – Windows 2008 Server Enterprise 32-bit, German edition – Windows 2008 Server R2 Standard 64-bit, English edition – Windows 2008 Server R2 Standard 64-bit, German edition – Windows 2008 Server R2 Enterprise 64-bit, English edition – Windows 2008 Server R2 Enterprise 64-bit, German edition

• Cluster setup requires Enterprise edition

January 2011


System requirements – Client OS

• Client operating systems:– Windows Vista 32-bit Business or Ultimate edition– Windows Vista 64-bit Business or Ultimate edition– Windows 7 32-bit Professional, Enterprise and Ultimate – Windows 7 64-bit Professional, Enterprise and Ultimate

• These operating systems are supported in the same languages as the languages in which the Voxtron Client is available

January 2011


System requirements – SQL Server

• Voxtron Communication Center 11 supports Microsoft SQL Server 2008 R2

• SQL Server Enterprise is needed in case of a cluster• Extra conditions:

– SQL Server must have the same language as the OS (English / English or German / German)

– SQL Server must support same processor type as the OS (32-bit / 32-bit or 64-bit / 64-bit)

January 2011

VCC Express VCC EnterpriseSQL Express ? SQL Standard SQL Enterprise


System Requirements – SQL server

• SQL Express is limited in data storage and memory• Each module makes connection with the datastore and therefore

consumes an amount of memory• Microsoft does not publish figures about the memory consumption

(it depends on the connection and traffic)• As a result, Voxtron even cannot guarantee that a Voxtron

Communication Center 11 Express in all of its configurations will work on a SQL Server Express

January 2011


UPGRADE PATH

January 2011


Upgrade path

• Voxtron Communication Center 11 is because of it’s new architecture a different product from agenTel

• There is no upgrade procedure for customers having agenTel and wanting to move to Voxtron Communication Center 11 Express

• Voxtron will make available a data import tool within 4 months after release. This data import tool gathers the agenTel administration and configuration data and loads them into the Voxtron Communication Center 11 Datastore

• Reporting modules in Voxtron Communication Center 11 and agenTel are not compatible; therefore the data import tool will not include the statistical data

January 2011


SUMMARY

January 2011


Installation Center accelerates the

time to deployment

Flexible licensing enables targeting different markets

Multi-tenancy

Advanced, modular

architectureScalable

Central administration

and configuration

RIADashboard

Audit Trail and installation monitoring

Multimedia

Documents

Voxtron Communication Center 11 The Customer Interaction Solution