Enhanced Service Center
INTERACTIVE Northwest, Inc.
“The under-20-agent Call Center
market revenue is growing at 80%
year over year.”
Overview
• Positioning the Product
• Product Features
• Ordering ESC
• Connectivity Diagrams
• Data Gathering/Cost
Justification
• Implementation/Support
“Customers need it.
ESC can provide it.
The opportunity is unlimited.”
Positioning
• Customer Service
• Claims Processing
• Appointment Setting
• Trouble Reporting & Dispatch
• Registration, Permit & License Fulfillment
Functional business areas
• Reservations
• Help Desk
• Order Desk
• Account Inquiry/Order Status Inquiry
• Job Inquiry
Positioning
Functional business areas
“The number one area
slated for budget priorities among
IT executives in North America
is customer service”
Positioning
• Improve Customer Service
• Reduce Expenses
• Increase Revenue
Decision Drivers that influence
technology executives’ purchasing decisions:
Positioning
• Empower callers with choices
• Route calls correctly the first time
• Provide information access 24 hours a day
• Provide callers with information about their
status while they wait
• Reduce hold times
Improve Customer Service
Positioning
• Reduce network hold times
• Use of electronic agents to handle routine
information
• Reduce staff requirements
• More efficient use of capital resources
Reduce Expenses
Positioning
• Provide alternate ordering tools
• Free agent time for revenue-generating tasks
• Reduce abandoned and lost calls
Increase Revenue Opportunity
“User-friendly. Flexible. Robust.
ESC is everything customers demand
for their operations.”
Merlin
Legend
Service
Center
Answer call
Play greeting
Are any agents
logged in?
Is an agent
available?
Announce transfer
Transfer to agent
Yes
Yes
EscapeNo
One-shot
announcement
Longest wait has
been X minutes.
You are caller
number X.
Option:
"Press X
to go to __"
Escape to
selected choice
No
X
Promotional
announcement if
recorded
Play music
(prerecorded music
provided in the system
—music lasts about 40
seconds)
Timeout?
No
Response
No
Can be configured to do one of the
following:
• Escape to a predefined extension
• Escape to a predefined voice mail box
• Quit (hang up)
Note: Agent availability is
constantly being checked.
Callers are immediately
transferred when an agent
becomes available.
Note: It typically takes about
one to two minutes for a call
to "cycle" through the queue
(shaded boxes).
"All logged
out" action
taken?
Yes
No
Caller's first
time through
queue?
Yes
No
Options to leave queue are:
• Go to voice mail
• Go to extension
Timeout
escape
Yes
Merlin
Legend
Service
Center
Answer call
Play greeting
Are any agents
logged in?
Is an agent
available?
Announce transfer
Transfer to agent
Yes
Yes
EscapeNo
One-shot
announcement
Longest wait has
been X minutes.
You are caller
number X.
Option:
"Press X
to go to __"
Escape to
selected choice
No
X
Promotional
announcement if
recorded
Play music
(prerecorded music
provided in the system
—music lasts about 40
seconds)
Timeout?
No
Response
No
Can be configured to do one of the
following:
• Escape to a predefined extension
• Escape to a predefined voice mail box
• Quit (hang up)
Note: Agent availability is
constantly being checked.
Callers are immediately
transferred when an agent
becomes available.
Note: It typically takes about
one to two minutes for a call
to "cycle" through the queue
(shaded boxes).
"All logged
out" action
taken?
Yes
No
Caller's first
time through
queue?
Yes
No
Options to leave queue are:
• Go to voice mail
• Go to extension
Timeout
escape
Yes
Merlin
Legend
Service
Center
Answer call
Play greeting
Are any agents
logged in?
Is an agent
available?
Announce transfer
Transfer to agent
Yes
Yes
EscapeNo
One-shot
announcement
Longest wait has
been X minutes.
You are caller
number X.
Option:
"Press X
to go to __"
Escape to
selected choice
No
X
Promotional
announcement if
recorded
Play music
(prerecorded music
provided in the system
—music lasts about 40
seconds)
Timeout?
No
Response
No
Can be configured to do one of the
following:
• Escape to a predefined extension
• Escape to a predefined voice mail box
• Quit (hang up)
Note: Agent availability is
constantly being checked.
Callers are immediately
transferred when an agent
becomes available.
Note: It typically takes about
one to two minutes for a call
to "cycle" through the queue
(shaded boxes).
"All logged
out" action
taken?
Yes
No
Caller's first
time through
queue?
Yes
No
Options to leave queue are:
• Go to voice mail
• Go to extension
Timeout
escape
Yes
“You are in the driver’s seat
to add value to the buying
decision–not just to provide
another ‘me too’ price.”
Product Features
Key Sales Points
• Longest wait time/place in queue announcements
• Escape from queue
• Overflow & Interflow (call in 2 queues
simultaneously)
• Advanced Vector-like capabilities
• Multiple announcements
Customers need flexibility with queue options:
Key Sales
Points
• Real-time data displays on Supervisor Terminal
• Real-time data displays on optional wallboard
• Comprehensive historical reports
Customers need real-time data
for mid-course corrections
and historical reports for future planning:
Key Sales
Points
• Recognizes agents by name, not extension
• Virtual Agent ID
• Re-direct on no answer (RONA)
• Call-prompted digits
• Queue mailboxes
Customers need flexible agent support:
Key Sales Points
• Single-level Auto Attendant
• Bulletin Board/Audio Text
• Day/Night/Holiday routing tables
• On-screen Administration
Customers need a flexible front-end:
“The most comprehensive
service center offering available
to the small to mid-size market.”
• Delay Announcement
• Over 100 announcements per system
• Announced transfer
• Different music while queued for different positions in queue
• Linear, Circular and Most Idle hunting algorithms
• Multiple language support
• 25 active agents
• 4, 12, or 30 agent queues
• Supports group page dynamically across one port
More Features
Still More...
• Up to 4 supervisors per system
• Supervisor makes dynamic changes to agents
• Supervisor makes dynamic changes to queues
• Optional queue alarms (strobe lamp, button lamp, bell chime or
wallboard)
• Supervisor terminal software
– Server console
– Terranova® software for PC
– Remote terminal sessions supported
– Allows supervisors to make changes on their terminals
• Variable storage time depending on report
• Real-time display
• On-demand reports
• Half-hourly reporting interval
• Hourly reporting interval
• Weekly reporting interval
• Monthly reporting interval
• Annual reporting interval
• Custom reporting interval
And Still More...
• Group activity reports
• Agent activity reports
• System performance reports
• Abandoned calls reports
• Dynamic port allocation
• Remote diagnostics
• CONVERSANT 6.x supported
• Legend V5 supported
• Introduced to the marked in 1993
• Newest release in 1997
…Whew!
“85% of volatile accounts
were caused by not understanding
the customers’ true requirements”
Data Gathering
• Measures–what is used to measure results?
• Volumes–what are current and expected #s?
• Expenses–what are the variable/fixed expenses?
• Hidden Costs–how much $$ does missed
opportunity mean?
Data Gathering–or asking the right questions–is
critical for determining how to size the opportunity.
Focus on:
Data Gathering
• What is the prospect’s measure per transaction?
(revenue per order, time per open customer
service ticket, etc.)
• What is the average measure per transaction?
• What is the average number of transactions per
customer per month?
Ask the following questions to
determine Measures:
Data Gathering
• How many transactions per day?
• How long does it take an agent to
complete a transaction?
• What is the average number of
transactions during the peak period?
• What percentage of orders are
seasonal/cyclical?
Ask the following questions to
determine Volumes:
Data Gathering
• How much do toll-free lines cost per minute?
• What is daily salary expense per employee?
• How many temps work during peak season?
• How much time/expense to train temps?
• What is the total cost per transaction?
Ask the following questions to
determine Expenses:
Data Gathering
• How many transactions are lost because
calls came in after hours?
• How many orders are lost due to callers
hanging up before talking to agent?
Ask the following questions to
determine Hidden Costs:
“Customers need to see
monetary savings on paper
before they agree to buy.”
Cost
Justification
• Automating repetitive processes to increase
efficiency and improve productivity
• Offering extended service hours coverage
• Enhancing customer responsiveness with
more personalized services
Cost justification models illustrate
how ESC can provide savings by:
Cost
Justification
• Seasonal/Overtime model
• Hidden Costs model
• Expanded Call Coverage model
Cost justification models available
to show Expense Savings:
Cost
Justification
• Increased Orders model
• Increased Amount Per Order model
Cost justification models available
to show Additional Revenues:
Tactics
• Lead with user-friendly automation
• Stress customer sales and service issues
• Emphasize Service Center benefits
• Time and cost savings
• Stress Lucent expertise and market share
• After-market value
Tactics to follow when
selling to these targets:
ESC Controller
Connectivity
SCSI Disk
Controller
RMB
Equinox Async Card
IVC 6
IVC6
VGA
Parallel Port
COM 2
(PassageWay
connection)
COM 1
(not used)Not used
Not used
Spare
Modem line
Mouse
Keyboard
Merlin
Legend R5 PBX
PassageWay
Device
Merlin Legend
Enhanced Service Center
016 card ports from
Legend to IVC6 cards
in MLESC
ESC
Connect to
Attendant Console
MLX Port (4 cable)
High-speed serial connection
to ESC COM 2
(RS232 connection on the MAP 5P)
25-9 PIN adapter
(Supplied with
Passageway device)
MLX-28D
defined as DLC &
in Grp Cll/CMS Supvr Mode
Wallboard to ESC
Controller
Connectivity
Wallboard
RJ 45 Jack
3 pair straight through mounting cord
RJ 45 Jack
4 pair to location of wallboard
RS232
Connectorto leg 8 of the Equinox cable
VGA
Parallel Port
COM 2
(for PassageWay
COM 1
(not used)
SCSI Disk
Controller
Not used
RMB
Equinox Async Card
(COM 3 - COM 9) (25-pin male)
Spare
IVC 6
WallboardThere will be a single wire run from
the ESC to the first wallboard.
Additional wallboards will be
"daisy chained" to each other.
Kit
A wallboard "kit" to
boost communication
signal is required.
Supervisor Terminal to
ESC Controller
Connectivity
Customer's
desktop PC
utilizing Terranova®
Type A
25 pin
RS232
adapter
RJ45
jack
(female)
D8W
RJ45
jack
(female)
Type B
9 pin or 25 pin
RS232
adapter
D8WCAT 3 or 5 wire run
serial connection
serial connection
Provided by Lucent technician
ESC PlatformEquinox
serial card
Ports #1-4
octopus cable
(8) 25 pin
port
connections
“Use your ESC Survey
to order the correct solution.
Your customer will be
glad you did.”
What To Order
• 61516 12-port ESC $19,750
• 61517 18-port ESC $22,500
Note: 4 queues standard
5-12 queues NPL $1,500
5-30 queues NPL $3,000
The Merlin Legend Release 5
Configurator allows selling the following
PEC codes:
What To Order
• ESC Software Package
• IVC 6 Voice Cards (either 2 or 3)
• Remote Maintenance Board
• Equinox Card
• PassageWay Device
• Software and adapters for one supervisor terminal
The Merlin Legend ESC Controller
includes:
What To Order
• 61519 2-day Software Install and Training $3,500
61520 1-day Incremental Training $1,500
61521 2-day Incremental Training $3,000
• Hardware install $500
The Merlin Legend Release 5
Configurator allows selling the following
PEC codes:
What To Order
• 61518 Wallboard S/W RTU for ESC $1,000
• 5340-SB4A Wallboard $978 plus $68 install
• 5340-LMK Master Kit $231 plus $23 install
• 61518A After-market Wallboard S/W RTU
$1,500 plus $1,000 install
• 5332-905 Wallboard remote control $79 plus $0
The Merlin Legend Release 5
Configurator allows selling the following
PEC codes:
What To Order
• 61522 2nd year Maintenance NPL $750
61523 2nd/3rd year Maintenance NPL $1,400
61524 2nd-4th year Maintenance NPL $1,800
The Merlin Legend Release 5
Configurator allows selling the following
PEC codes:
What To Order
• 61525 Add’l Terranova Software & Adapters
NPL $290
• All After-Market PECs
The Merlin Legend Release 5
Configurator allows selling the following
PEC codes:
What To Order
• MLX 28D Phone Set (PEC 3156-04)
• 016 Pack (PEC 61507)
• Analog Port for Modem
• Wire Runs
• 570 Printers
The Merlin Legend Release 5
Configurator needs you to manually order:
“Dotting the i’s and crossing the t’s are
critical for success to you, the
customer and the factory.”
INI
Lucent
AE completes
Planning
Guide with
customer.
Customer
signs
contract.
DOSS order
transmit.
AE fax to INI.
Factory order.
Send order
certificate.
Lucent
delivery
process.
Branch (SC/
OPI)
Hardware
install (tech)
cont.
next
page
cont.
next
page
INI initial
pre-order
Match
certificate to
pre-order
INI create
order call to
AE to verify
info. Send
timeline to AE.
AE
Timeline
Order
certifi-
cate
Planning
Guide
Sales
notifi-
cation
Install
Guide
Handoff to
Project
Management
Project
Manager call
to OPI or SC.
Send docs.
System
Admin
Guide
Account team
configures/
creates
contract
Planning
Guide
INI
Lucent
Tech call to INIcont.
cont.
INI
certification
call
All OK?
No
PM calls
customer/SC
to schedule
install.
Notifies SC.
YesInstall,
training.
Account team
notified.
Customer
acceptance
document
done
Customer
Acceptance
Doc
Ph
on
e c
all t
o S
C
“Credibility suffers during a
problematic install.”
Installation
Procedures
• Installation of hardware
• Onsite software installation and training (up to two
weeks after hardware certification)
The Two-Phased Install:
Installation
Procedures
• Customer readiness at time of install
• Provides buffer for equipment or customer delays
• Allows for Legend issue resolution/testing
Why use a Two-Phased Install?
Installation
Procedures
• Deliver to agents in group
• Answered by operator and transferred
“Interim” methods of call delivery to
agents used during ESC installation
(per Installation Guide):
“Providing
exceptional customer support
generates loyal customers
and competitive advantage.”
Customer Service
& Support
• Pre-sale: SDSC will handle support questions
• Installation: call certification desk
• Post-installation: call NSAC, who will then forward
request as required
Methods of customer service and support:
“High-impact documentation
and sales tools
can influence the decision-maker
during your sales calls.”
Documentation
Tools Available
www.interactivenw.com
www.interactivenw.com/servicecenter
INI Website
Documentation
Tools Available
• ESC Sales Guide (115K)
• ESC Sales Notification Form (26K)
• ESC Pre-Sales Survey (41K)
• ESC Installation Guide (84K)
INI website
www.interactivenw.com includes:
Documentation
Tools Available
• ESC Customer Acceptance Form (184K)
• ESC System Administrator’s Guide (302K)
• ESC Agent Guide (32K)
• ESC PowerPoint presentation (1.5M)
INI website
www.interactivenw.com includes:
Documentation
Tools Available
• ESC Pre-Sales Survey (may have been
referred to as ESC Planner)
• ESC Sold Notification Form
• ESC Agent Guide
The following tools are also available on
Lucent’s TechniFax system and IntraWorks:
Documentation
Tools Available
• ESC Installation Guide
• ESC Reports and Screen Captures
• ESC Sales Brochure
The following tools are also available on
Lucent’s TechniFax system and IntraWorks:
The Kentucky
Windage Theory
Total Trunks -
Least Amount of Agents+
Alert Ports +
4 Voicemail Ports =
TOTAL ESC Ports
DO NOT
Enhanced Service Center
INTERACTIVE Northwest, Inc.
(503) 598-0900
www.interactivenw.com