DOW Net CCS - Overview

8/2/2019 DOW Net CCS - Overview

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DOW Net CCS (Call Center Suite)

A powerful, open-source call center solution

DOW Networks has been designing and implementing call center solutions

since 2001. Today we serve over 400 international call centers, providing toll

free numbers from more than 85 countries and terminating traffic throughout

the world.

We offer hosted Cisco IPCC, a rock solid, proprietary solution for inbound call

centers and a scalable, hosted open-source solution for outbound call

centers. The purpose of this document is to introduce you to DOW Net CCS,

a powerful, open-source call center solution that will cost effectively meet

the needs of inbound, outbound or blended call centers.

In the following pages we will guide you through this new, hosted call center

solution.

Index: Benefits (p.2)

Diagram (p.3)

Inbound (p.4)

Outbound (p.5)

Reporting (p.6)

SoftPhone (p.7)

Quality Monitoring (p.8)

Remote Management (p.9)

Workforce Management (p.10)


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Benefits of a Hosted Call Center Solution

A hosted call center solution offers several key advantages over a premises-

based solution:

Minimal capital investment

No maintenance expense

Predictable operating expense

Rapid deployment

Easy scalability

No / low risk of obsolescence

High levels of reliability and security

A widely accepted metric is that at around 300 agents an on-premise

solution becomes more economical.


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Outbound Inbound Also Offers

Preview dialing ACD (automatic call distribution) Standard and custom reports

Power dialing IVR (Interactive Voice Response) Recording capabilities

Predictive dialing Toll free from 85 countries Q/A Monitoring


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Blended dialing Skills-based routing GUI Scripting Tool

Inbound:Sales and Customer Service

Intelligent routing: Directs each contact to the designated agent,

based on user-defined business rules (skill sets, availability, call priority or

queue loads)

Monitor or remove queued calls: Use the CCS CTI(Contact Center

Service) command line interface to get right into the heart of the CTI

module

Flexible, easy-to-build routing scripts: Combine call conditions, pick up

methods, IP-PBX applications and call terminations

Statistics routing for specified information: Count calls or collect data

on queues and agents based on call properties or agent skills

Ensures rapid connection time by managing dynamic resources

Delivers preemptive information to the agent based on customer

response to DTMF (touch tone) menus, speech recognition promptsor caller line ID (CLID)

Web-based customer files: Sends customer information to the agent

via the Web

Self-service access to information

Superior Customer ServiceCustomers want fast and efficient service. Contact routing helps you deliver

by optimally matching customer queries with agent skill sets, and quickly

connecting customers with the agent that can serve them best.

Provide higher quality customized service by empowering your agents with

information, via Web-based customer files or IVR prompts. Use existing

customer profiles/preferences to improve sales and satisfaction.

Optimized Efficiency and Consistency

Stop wasting valuable time. User-defined and unlimited routing scripts

maximize agent productivity and value. The flexible virtual contact center


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allows for localized service, making time zones and geographic obstacles

irrelevant. During heavy traffic, offload basic customer questions to an IVR

interface for closed set information. (For example, What are your business

hours? or Where are you located?)

OutboundSales, Customer Support, Market Research

Unlimited filters and call treatment permutations, including: Dialing

order and cycle of call attempts in response to voicemail, answering

machines, fax machines or busy signals

Customizable call requirements: Outbound calls attributed to agents

according to customizable call requirements including preferential

agent group selection or optimization mode

Database merging: Information for a single campaign can be drawnfrom several databases and calling lists

Multiple dialing methods: Predictive, progressive, preview and

broadcast

Regulatory compliance made easy: Blacklist support includes user-

defined global and targeted lists

Increased Revenues and Reduced CostConnecting with the appropriate individual quickly and efficiently

optimizes resource management, enhancing agent productivity and

increasing ROI and revenues. And, the architecture of the Web-based

virtual contact center minimizes infrastructure costs.

Optimized EfficiencyPredictive dialing detects and reschedules calls (in the case of voicemail,

fax machines or answering machines); preview dialing supports superior

service by allowing the agent to read client files before placing calls;

broadcast dialing increases agent productivity by sending a single


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standardized message to a group of recipients and Agent Selection

connects the most appropriate agents in a group (based on skill sets,

agents availability, campaign filters or treatments) with individuals in the

database.

Reporting function

A cradle-to-grave data collection engine and analytic tool. In addition to 10

standard reports that meet most of the requirements of all call centers,

managers and supervisors can generate custom reports quickly and easily on

standard contact center statistics.

Computer-Telephony-Integration (CTI) can generate historical reports for

agents, agent groups or teams, campaigns, calling lists and queues. User-

defined criteria for hourly, daily, monthly or yearly report production.

CCS detailed reporting tools:

Offer unparalleled flexibility, allowing contact center managers to

define their reporting needs, collect data and instantly produce

reports and statistics on any combination of sites, campaigns, agents

or clients

Telephony reports to cover standard call information

Application reports to cover elements that are specific to our

application

Custom reports


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Remote monitoring: This feature provides contact center managers witha great deal of live information.

All the relevant information can be accessed anytime from anywhere using

an Internet connection. Your call center's activities and efficiency can be

monitored at all times.

CCS live information:

Real-time data on agents, teams and groups such as 'not ready' time,average handling time or duration of current call

Real-time data on queues and calling lists such as hit rate, calls

entered or abandoned

Color-coded, and user-defined, graph showing agents' adherence to

their work schedule

Real-time data on running campaign and agents performance

SoftPhone

This is a state-of-the-art phone based on the IAX2 protocol for use in Voice-

over-IP (VoIP) works with the open source IP PBX which serves as telephony

switch and call control. The software phone is a thin client that can be

installed to run remotely. It is designed with call centers agents in mind.

You can make and receive calls from any location through a simple

graphical user interface in your PC or laptop computer.

Main features include:

Graphic User Interface customizable for seamless integration of

applications and services such as speed dialing

Gives superb Voice Quality on all versions of Windows and Linux

Easy to install and configure


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Low latency

Works with any full-duplex sound card

Full integration of USB handset and headset devices

Log file in TXT format that also records agent's name, time and date

Self-update through HTTP server

Weighs less than 1-MB

Incorporates safety measures and no special recording equipment is

needed.

It supports the following operations:

Login / Logout

Ready / Not Ready

Hang-Up

Transfer

Conference

Hold

Dial

Quality Monitoring:

There is full voice and screen capture and digital recording of all interactions

between customers and agents. All calls are recorded non-stop on the

agent's computer and the information stored on a server. Recordings are

easily retrieved and instantly replayed by anyone who needs it, wherever

they are.

Our application's window is equipped with a group of panels that provide

live coverage of agents' activities, work schedules and current status.

Quality monitoring tools features:

Evaluate calls, screens and e-mails from anywhere, anytime


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Search criteria to locate precise calls quickly

Cost effectiveness no recording equipment or sound card are

required

Scalability Ability to expand the recording capabilities as number of

stations grows

Calls recorded in WAV or MP3 format

SoftPhone and screen captures are recorded in SWF format

Remote Management:

All aspects of Our Contact Center Solution are managed with Web-based

applications. Administrative responsibilities are divided between system

administration and tenant administration functions. Administrators and

supervisors can monitor the call center's activities and efficiency anytime

and from anywhere. All that is needed is a PC or a laptop and an Internet

connection.

Secure, access controlled, interface that provides features and tools based

on user role and authentication.

Remote management features:

Create, add or modify outbound campaigns or inbound services

Create or modify agents, groups of agents, calling lists, reports and

quality monitoring schedules

Evaluate calls, screens or e-mails

View work status of agents and adherence to established business

practices

View information in real time or print historical reports

Work Force Manager:

This module displays all the standard administrative features to organize

agents and team leaders, to monitor their activities and quantify their

performance. A motivated work force, accurate payroll and improved

productivity are advantages from which your contact center can benefit

immediately.


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Method of Payment (MOP)

Terms of payment are entered in CCS Manager. Actual hours worked

by the agents are logged and pay and commissions are calculated

and stored in the database.

The data is exported to the companys accounting system. Methods

of payment can be applied to login time or to production time.

Information that is recorded includes campaigns name, scheduled

work hours, first, last and total login time, production time.

Methods of payment can be applied to an entire group of agents.Salary information does not have to be entered every time you create

a file for new employees.

Real time adherence to work schedules

This feature displays the work schedule of your agents together with their

status so it is instantly obvious who is doing what and why. It is color-coded to

show work periods, breaks, meals and adherence or non-adherence to the

work schedule. The information is updated as it changes.


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DOW Net CCS - Overview

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