Post on 22-Nov-2014
description
www.interactcrm.com
InteractCRM Solutions
InteractCRMInteractCRM Solutions
A complete preview dialing and list management solutionsAgent Scripting, Call and Campaign Controller, Customer Data Manager
Monitoring Tool for Mission Critical ApplicationsImprove Applications Management and Service
Activity Tracker for Multiple AIC Sites
Reducing Management and Reaction Time
Multichannel Interaction Management ToolbarFirst Migration Step to Multimedia, Voice, Email, TextConnecting Front and BackofficeReduce Costs via Increasing Agent Productivity, Improve Customer Service
Complete SMS Business SolutionImprove Customer Service, Increase Revenue (Cross Selling), Intelligent Marketing Campaigns, Improve Communications via Bulk Messaging
InteractCRMSolutionsPortfolio
Integrated Agent DesktopDecrease Costs By Improving Agent Productivity, Reducing Number of Tasks=Agent ReductionIncrease Customer Service
www.interactcrm.com
CallbackConnectMaking callback simple
InteractCRMCallbackConnect: the challenge
Challenge:
– Peaks in inbound traffic– Longer queue times– Calls get dropped
CUSTOMERS BECOME UNSATISFIED
InteractCRMCallbackConnect: the gain
Gain:
– Manage Peaks in inbound traffic– Manage queue times– Act before calls get dropped
CUSTOMERS STAY SATISFIED
InteractCRMCallbackConnect: the components
Components:
– Communication Manager– Avaya Voice Portal– InteractCRM CallbackConnect Manager– CallbackConnect Database– CallbackConnect Web API– CallbackConnect CTI Connector
InteractCRMCallbackConnect: the components
Communication Manager:
– Call arrives on an inbound queue (skill)– Queue info and talk time parameters, estimated
Call Wait algorithm – If wait time threshold is breached, customer gets
prompted to stay in queue or request callback– If callback is requested, CM tranfers call to CBM
extension on Avaya Voiceportal
InteractCRMCallbackConnect: the components
Avaya Voice Portal:
– Responsible for the requests sent by Avaya CM to the CallbackConnect Manager Server and vice versa
– Avaya Voice Portal 5.0– CBC requires total of 50 ports for handling
simultaneous 25 requests and 25 callbacks.
InteractCRMCallbackConnect: the components
InteractCRM CallbackConnect Manager:
– Collect Callback information from Callers– Makes request to the core Engine– Holds and remembers callback requests until
maturity is reached to perform the callback– Collects and maintains reporting data for
maintenance– Manages call load on Agents (ex. Only place
requests in non-peak hours)
InteractCRMCallbackConnect: the components
CallbackConnect Database:
– Stores all configuration information– Stores all callback details of callers– Stored information is used for scheduling callbacks– Stores calendar and holiday table– Stores peek-moments when callback is not
allowed – Administration and reporting database– MS SQL Server 2005 Enterprise / Standard
Edition
InteractCRMCallbackConnect: the components
CallbackConnect Web API:
– API to the methods of CBM for scheduling Callback via Web pages or other Applications
InteractCRMCallbackConnect: the components
CallbackConnect CTI Connector:
– Screenpop Integration for AIC, ThinConnect or other CTI desktops
– Callback information is written in the UUI– AIC Workflow is provided to write UUI data in the
EDU
InteractCRMCallbackConnect: the flow
InteractCRMCallbackConnect: the flow
InteractCRMCallbackConnect: the flow
Rule based Callback:
– Define the number of attempts before a callback is retired
– Define the time interval between 2 callback attempts
– Define holidays– Define peak moments when callback is
not allowed
InteractCRMCallbackConnect: Reporting
InteractCRMCallbackConnect: Reporting
InteractCRMThank You
…our philosophy
Thank you for your time.