Systems

Call Centre (Discontinued)

IP Office Contact Centre/CRM Solutions Overview

Customer satisfaction and loyalty usually go hand-in-hand. Avaya IP Office CCC can help you on both counts by personalising every customer interaction, focusing your resources on the customers who are most valuable to you, and measuring how well all your customers are being treated day-to-day.

Your staff is your most expensive asset—it’s important to ensure that they have the tools they need to work effectively and that their performance can be directly measured. IP Office Compact Contact Centre offers:

  • Real-time management, historical reporting and multimedia handling capabilities to let you know what you need and when you need it.
  • Wallboards and instant alarms to help you keep the performance of your contact centre consistently high. Customer service can require a significant investment—particularly in personnel. Avaya IP Office keeps you on top of these costs with:
  • Desktop tools and wizards to help contact centre staff do their jobs productively.
  • Self-service options to allow customers to help themselves.

Sometimes your customer service needs can boil down to handling high-volume calling periods, such as Monday morning service and support calls, calls generated by special promotions, or questions about new products and services. Compact Contact Centre is designed to give you call routing, queuing and call coverage for the most demanding situations, getting each call through to the right person every time.

With Avaya IP Office Compact Contact Centre, you are ready to reach out and increase sales with outbound marketing. Tell your existing customer base about new offers. Follow up with customers who have recently contacted you. Acquire third party calling lists.

Customer service starts with great communications— ensuring that calls are answered and e-mails are actioned quickly. According to a recent survey, nearly 90 per cent of consumers who e-mail with a query expect a response within 24 hours.

That’s why Avaya Compact Contact Centre is designed with a set of flexible customer service applications any business can implement— solutions designed not just for handling calls over the phone, but via e-mail and Web chat as well.

Avaya provides Customer Contact solutions that meet the needs of the small to medium business. From the smallest company that requires the aptly designed Compact Business Centre, to the larger enterprises that need advanced routing and multimedia integration with the Customer Contact Centre, Avaya provides a robust solution whether you have 5 staff or a formal contact centre of 75 agents.

Avaya IP Office Compact Business Centre

IP Office Compact Business Centre is an entry-level management tool for small customer facing departments, typically handling anywhere from 2 to 15 agents. It provides graphs on real-time and historical information (up to 31 days) for up to three groups. It provides information on key performance indicators of the business - lost calls, trunks free, agents free and queuing time.

Avaya IP Office Compact Business Centre is enabled by a license key (IP400 CBC RFA) and provides real time and historical analysis with export in CSV format to Excel or other reporting packages.

The system as part of a client/server relationship, the Delta Server (which is also the engine for IP Office SMDR and Compact Contact Centre), is the engine that interfaces IP Office to CBC and associated applications, there are no license requirements on the Delta Server itself, just on the associated applications that run in conjunction with it. The client software (CBC) can be installed on any client workstation (as defined in the technical considerations section).

The IP Office Compact Business Centre application allows the user to create a maximum of 4 real time graphs, in any of 6 different graph types e.g. bar, pie, etc. These real time graphs display statistics for either the entire system or any three-departments/hunt groups.

Avaya IP Office Compact Business Centre

CBC Real Time Information

In order to define the real time graphs the user may select 3 variables of their choice. The following variables are available:

  • Total Calls Presented
  • Total Calls Answered
  • Total Calls Lost
  • Total Outgoing Answered
  • Number of available 'Logged-on agents'
  • Trunk Utilization
  • Calls waiting
  • Active incoming/outgoing Calls

The numbers of calls currently in progress across the entire system, highlighting a snap shot view of call activity. This allows the user to have some insight into the balance between agent resource availability and call traffic load.

  • Caller satisfaction level

It is possible to split these variables into two categories i.e. incoming and outgoing calls. These figures can be displayed permanently both in a numerical format and as a percentage of the total calls presented on the incoming side and all variables associated with outgoing. For example, outgoing answered as a percentage of the total outgoing calls made. A status bar provides a visual indication for each variable.

Historical analysis is provided by allowing the user to select the same variables, containing yesterday's data, so they can analyze the previous days performance against today's. Historical report capture can cover a maximum 31-day period. Data is stored in a CSV format enabling the export of the data into a reporting application that supports the CSV format e.g. Microsoft Excel. The advantage to the customer is the option to use the reporting package of their choice and not be restricted to one data mining report package.

Key Benefits

  • Lower TCO
    Provides small businesses with robust contact centre measurements produced in an easily understandable format.
  • Standards Based
    Data is output to a CSV file format that is used by Microsoft Excel™. Customer can import format to other reporting applications.
  • Ease of Use
    CBC's real-time charts are presented in an easily understandable graphical format, all information is contained in one single view, perfect for the small business.

CBC Alarms & Email Notification

In order to provide those small enterprises with instant access to developing situations within their business,
Avaya IP Office Compact Business Centre V2.1 will provide alarms on the following pre-defined parameters:

  • Lost Calls.
  • Trunk Utilization (Available Lines).
  • Calls Queued.
  • Available Agents.

In addition to providing these alarms, CBC also provides email notification to key contacts in your business or installer, providing up to the minute status on the business. This feature is extremely useful for determining whether an increase in trunk capacity is needed, or if new employees are essential to future business.

Trunk Utilization Graph

Small Businesses quite commonly run on limited resources and budget, so it is absolutely critical for them to have precise data quickly before they make bigger investments in their communications architecture. The new Trunk Utilization Graph for CBC V2.1 is a perfect example of this principle. Previously, those businesses relied on guesswork and hearsay as to whether their incoming callers (and future customers) were experiencing busy signals, now with the Trunk Utilization Graph, a business can easily see when all their trunks are in use and what their busiest times of the day are. It even integrates with the email notification feature, so when all trunks in a business become unavailable, key people in the business know immediately.

Avaya IP Office CBC Trunk Utilization

Key Benefits of Compact Business Centre

  • Lower TCO
    Provides small businesses with robust contact centre measurements produced in an easily understandable format.
  • Standards Based
    Data is output to a CSV file format that is used by Microsoft Excel™. Customer can import format to other reporting applications.
  • Ease of Use
    CBC's real-time charts are presented in an easily understandable graphical format, all information is contained in one single view, perfect for the small business.

Avaya IP Office Compact Contact Centre (CCC)

IP Office Compact Contact Centre is a small to medium contact centre solution that runs as a client/server application. It can support installations as small as 5 agents, up to a maximum of 150 agents. There are several integrated components within the CCC, they are:

  • Real Time (Management by Exception).
  • Call Centre View.
  • Alarm Reporter.
  • Historical Reporting.
  • CCC Reporter.
  • Standard Reports.
  • Report Scheduler.
  • Custom Reporting (Crystal Reports).
  • Microsoft CRM™ Integration.
  • MultiMedia Module.
  • Wallboard Server/Manager.
  • PC Wallboard.
  • Workforce Management Interface.
  • Queuing Announcements (Voice Mail Pro).

The Avaya IP Office Compact Call Centre is designed to provide a tightly integrated real time and historic reporting package and wallboard support for IP Office. CCC has been designed to allow customers to manage their contact centre more effectively and improve the service they provide to their customers.

The product consists of a set of integrated modules, sharing a common database with IP Office. The benefit of this approach is that there is a single point of configuration, therefore the system is far easier to use and update than traditional call centre management tools. The initialization of the multimedia component is designed around a common Microsoft Windows™ iiS server environment.

CCC is uniquely designed for those small and growing companies who want to meet the challenge of great customer service head on, while at the same time producing a manageable ROI back into the business. Giving small businesses the responsiveness to customer needs that was only previously available to large enterprises is what the CCC does best, whether you have an informal or formal contact centre.

Call Centre View

Supervisors in a contact centre also serve as de facto human resource managers (especially in a small business), so accurate real-time data for managing agents is an imperative. Call Centre View provides the customer with the combination of real time service monitoring and resource management, allowing a supervisor to balance and manage their resources (i.e. staffing levels against the traffic levels of incoming calls) and therefore improve customer service and reduce costs. Call Centre View contains 18 real time screens showing all aspects of the Contact Centre activity. Alarms may be set on up to 16 parameters per device, with three levels per alarms available, ensuring that a supervisor will automatically be informed should an exception occur, thus freeing the supervisor to continue with other, more productive activities.

CCV Supervisory Screens

  • Alarm Handling.
  • BLF Details.
  • Extension Activity.
  • Callback Request.

Trunk Related Screens

  • Trunk Group Monitor.
  • Trunk Group Details.
  • Real Time Status.
  • Group Status (Percentage).
  • Individual Trunk Details.

Agent and Queue Based Screens

  • Group Monitor
  • Agent Group Details
  • Real Time Status
  • Group Status (Percentage)
  • Individual Agent Details
  • Percentage Time in State
  • Individual Group Details
  • Queue Monitor
  • Individual DDI/DID Details
Avaya IP Office CCC Call Centre View Realtime Window

Historical Reporting with Compact Contact Centre

CCC Reporter

CCC Reporter provides in depth historical reporting on the customer facing department's activity. Report Manager provides standard reports for measuring overall contact center call handling and individual/team performance. Data is retrieved from the database, which provides a source of data limited only by the hard disk space available (SQL only). These standard report templates may be formatted by the user to provide reports daily, weekly, monthly, or any defined time period and by individual, group, or trunk. CCC uses Crystal Reports™ format, which provides ease of use and thin client operation for reporting.

Standard Reports List

  • Account Code Log by Agent Group (Graphical)

  • Account Code Log by Agent Group

  • Account Code Log by DDI (Graphical).

  • Account Code Log by DDI.

  • Account Code Log by Pilot (Graphical)

  • Account Code Log by Pilot.

  • Account Code Log by Target (Graphical).

  • Account Code Log by Target.

  • Agent Activity Trace.

  • Agent Activity

  • Agent Callback Request.

  • Agent Group Busy Status.

  • Agent Group Graphical Summary (All Calls).

  • Agent Group Graphical Summary.

  • Agent Group Member Call Duration Report (All Calls).

  • Agent Group Member Duration.

  • Agent Group Tabular Summary (All Calls).

  • Agent Group Tabular Summary.

  • Agent Group Tabular.

  • Agent Individual.

  • Agent Tabular.

  • Customer Tracking by Call Identifier.

  • Customer Tracking by CLI.

  • DDI Call Duration.

  • DDI Distribution by Target.

  • DDI Distribution

  • DDI Response

  • DDI Routing

  • DDI Summary.

  • External Transferred Account Code.

  • Incoming Duration Summary.

  • Incoming Pilot Summary.

  • Lost Call CLI.

  • Outgoing Account Code Costing Log

  • Outgoing Account Code Log (Graphical).

  • Outgoing Account Code Log.

  • Outgoing Most Common Destination by Agent Group.

  • Pilot Call Duration.

  • Pilot Distribution by Target.

  • Pilot Distribution.

  • Pilot Response.

  • Pilot Routing.

  • Pilot Summary (All Calls).

  • Pilot Summary

  • System Summary.

  • Target Graphical Summary.

  • Target Member Duration (All Media).

  • Target Member Duration.

  • Transfer Call Tracking Detail by Agent.

  • Trunk Group Activity

  • Trunk Group Busy.

  • Trunk Group Call Duration.

  • Trunk Group Response.

  • Trunk Group Summary.

  • VM Call Flow Monitor by Call Flow Name.

  • VM Call Flow Monitor by Topic.

  • VM Call Flow Monitor.

  • VM Summary

  • Incoming Calls By Target Group

  • Plus 3 custom reports.

 

Report Scheduler (New Interface for Version 5)

Report Scheduler allows reports to be scheduled to run at a specified date and time, or repeated at defined intervals. Supervisors can schedule reports to be delivered to various places within the contact centre. Reports can also be delivered to multiple recipients via email in the following formats; PDF, CSV, XLS, RTF, RPT and Word format. Reports can even be scheduled for delivery to multiple printers within the network at the same time.

Custom Reporting (Crystal Reports) (New for CCC Version 5)

Custom Reporting allows the business to create site defined reports, or modify and change standard reports, providing total flexibility in the presentation of traffic and agent information. This capability is aimed at the contact centre manager who requires a greater degree of flexibility to allow better informed decisions.

Compact Contact Centre version 5 has now uses Crystal Reports as its reporting engine. This provides a much simpler experience for the user as now all reports are available over a thin client interface, no longer forcing the installation of large software components on a supervisor’s desktop. This change has allowed CCC to modify how custom reports can be presented to a site.

Out of the box, all sites with CCC version 5 now have the ability to create 3 custom reports for their business, in effect; the CCC is delivering 3 free custom reports to a small business. For sites that desire to have more than 3 custom reports, a design license (IPO 400 CCC Designer RFA) is required.

Designing Reports Using Crystal Reports

One key difference with CCC version 5 from previous versions is the fact that the report designer software will no longer be carried by Avaya (The “Designer” license will still be utilized to allow customers to design three or more custom reports).

The implementation is designed to work with any Crystal Reports™ software package (using Crystal version 9). Crystal Reports is available in four different editions to meet the needs of application developers, IT professionals, and business users. The following is an overview of the types of Crystal products that can be used:

Application Development Solutions

  • Advanced Developer – Web development and deployment bundle for integrating and deploying dynamic report creation and viewing capabilities into web applications.
  • Developer Edition – For integrating report viewing, printing, and exporting capabilities into applications.

Report Design Solutions

  • Professional Edition – For report creation and maintenance based on a large variety2 of data sources plus out-of-the-box web report delivery for workgroups.
  • Standard Edition – For basic report design based on PC-based data sources.