Introduction to SimpleSignal’s Call Center Solution

Introduction

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Call Distribution and Queuing is an essential business tool for every business customer, regardless of their size

Call Centers get significant advantages from a Hosted service, and Service Providers are uniquely positioned to deliver the service

Using BroadWorks to deliver the ACD service offers tight integration with other BroadWorks services, and operational simplicity

“The BroadWorks hosted Call Center solution allows us to compete head-to-head with the major premises ACD platforms from Avaya and Cisco, but at a much better price point. “

- US Service Provider“The BroadWorks hosted Call Center application is a add-on service that I can sell to almost every one of my business customers.”

  --  Nordic Service Provider

Market Challenges and Value Proposition

Inefficient trunk usage

Expensive to operate/maintain

Inflexible reporting

$

Agents Anywhere

Challenges of Premises ACD Systems

Enterprise Customers – Lower Costs and Improve Productivity

ACD

ON-SITE QUEUING

Calls are queued in Data

Center, so trunks/bandwidt

h only used when agent is

available

ACD groups can span locations;

Support for home-based

agents

Easy to use, with on-

demand charts and data tables on

agents and queues

No CapEx. Monthly service,

bundled with voice/data service.

Advantages of a Hosted Call Center Solution

SimpleSignal Call Center Solution Overview

BroadWorks Call Center Solution

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Inbound ACD calls are queued in the Service Provider’s data center

• Centralize management of calls and services

• Reduce cost of trunks by queuing calls in carrier’s network

• ‘Virtual Queues’ can span multiple sites

Deliver calls to agents when they are available

• Agents can be located anywhere

• Agents can control what device they use

Calls

Calls

Home Agent / Remote Office

Branch Office

Service ProviderService Provider

Single ACD Group

Large Call Center

AUTO ATTENDANT

Messaging

ACD

Reporting

Multiple ACD Groups

Calls

Calls

Home Agent / Remote Office

Branch Office

Service ProviderService Provider

Single ACD Group

Large Call Center

AUTO ATTENDANT

Messaging

ACDACD

Reporting

Multiple ACD Groups

Hosted Call Center – Supports All Environments

Single Users Queue calls for front office

Receptionist(s)

Integrated with BroadWorks Receptionist desktop client

Small Office Queue calls for small

office

Phone-based users

Mobile Workforce Integration with

BroadWorks Anywhere

Example: Real Estate Sales, Contractors

Small Call Center Phone-based agents

Basic reporting options

Multi-department Enterprise Queuing and overflow

settings to support

Geographically distributed Enterprise Queues can span sites

Supports remote or home-based users

Small Business Mid-Size Business

Advanced Call Center feature set Front end IVR/AA

Advanced ACD features for overflow, alternate routing, stranded call routing, bounced calls

Desktop clients (Agents and Supervisors) for efficient call handling

Advanced historical and realtime reporting

Call Recording (via partners)

Formal Call Centers

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distribute.

Value PropositionSingle platform supports service requirements of every customer environment

ACD Feature Overview

Call Distribution and Routing Policies

ACD Algorithms Ordered Agent Hunt Most Idle Simultaneous Ring Weighted

(Primary/Secondary) Directory Number Hunt

Alternate Agent Devices Secondary IP Phones

Mobile Device (BW-A)

Home Phone (RO)

Agent Log-In ‘Join’ via web portal or

clients

Set ACD State (Sign-in/out, Available, Unavailable, Wrap-Up)

Priority Queuing Ability to prioritize which

calls are presented to agents

Use Longest Waiting, Highest Priority Queue or DNIS within a Queue

Bounced Call Routing Routing options when a

selected agent doesn’t answer a call

Overflow Call Routing Based on number of calls

in queue or time in queue

Stranded Call Routing Options to escape from

queue when no agents are logged in

Call Distribution Policies Call Routing Policies

Night Service Assign time schedule to

Call Center, with automatic after-hours routing behavior

Includes option to manually enable via web portal, Supervisor client, or FAC

Holiday Service Assign calendar schedule

to Call Center

Forced Forwarding On-demand re-routing of

calls to alternate location, enabled via web portal, Supervisor client, or FAC

Alternate Routing Policies

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distribute.

Greetings and Announcement Options

Entrance Message Audio and Video

Customizable

Option – Always play entrance message Message plays even if

agents are available

Option - Play estimated Queue wait time or location in queue

Music/Video on Hold

Comfort Messages Periodic message

played when in queue

Alternate Comfort Message Triggered when

expected wait time is short

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Entrance Greetings Comfort Media

Optional announcement played to caller based on call routing triggers Forced Forwarding

Night Service

Holiday Service

Overflow routing

Stranded call routing

Service Announcements

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Media Files•Supports loading both audio and video files for all announcements/greetings•Up to 4 media files can be chained together to create message/greeting•Files can be loaded on BroadWorks or pulled from a Server (using URL)•Hold Media can be streamed from external device

Agent Productivity and Management

Present incoming call information to Agent on phone or CC client Inbound CC or DNIS

name

Wait time

Calls still in Queue

Longest waiting call

Whisper Message

Distinctive Ring for ACD calls

Held call notification and management

Call Escalation Normal escalation or

Emergency escalation to Supervisor

View line state of Supervisors

Call Transfer and Conferencing Online directories with

Click-to-dial

Disposition Codes Tag calls to track

campaigns or call results

Call Presentation Call Handling

Unavailable Codes Custom Unavailable

codes (break, lunch, etc) to track availability

Silent Monitoring and Barge-In Monitor active call

Monitor next call to agent or queue

Management

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Call Center Agents and Supervisors

Call Center Agent Overview

Any Subscriber, Any Device, Any Place Leverage the core BroadWorks ability to route calls to a

user, not a device, so the Agent can use multiple devices and alternate devices/locations

Reporting and ACD availability remain consistent, regardless of device

Phone-based Agents IP Phones display queue and call information; Soft keys

for common actions (ACD state, Disposition codes); Star Codes for key features (escalate call to supervisor, etc)

Desktop clients for fast-paced environments Web-based client, fully integrated with BroadWorks Access on-demand Agent reports

Phone-Based Users or Agents

Alert multiple devices Desk Phone

Alternate/Temporary Phone

Mobile Phone – BroadWorks Anywhere

Auto Answer calls Agents with headsets – get whisper

message, distinctive ring, and auto-answer

Manage Availability (ACD State) Set ACD state from phone softkeys*

(Polycom)

Join/Unjoin and set ACD state from Web Portal

*View incoming call and queue information DNIS name/number, wait time of call, calls

remaining in queue, longest wait

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Shared Workstation Log in via softkey* or voice portal

*Reason Codes Set Unavailable codes from phone

Set Disposition codes from phone

Multiple FACs for agents and supervisors Silent monitor agent

Silent monitor next call

Night Service activation/deactivation

Forced Forwarding activation/deactivation

Place Outbound CC call

Place Outbound personal call

Escalate call to Supervisor

Initiate COT

*Device Dependant

Call Center Supervisor Overview

Monitor Agents/Queues from Anywhere View status of any agent or queue from the Supervisor client Monitor any call, regardless of agent location or device

Manage Agents and Queued Calls View call activity and queued calls Manage/reorder/retrieve queued calls Silent monitor/barge in on calls

Real-time and Historical Reporting Real-time Dashboard of Agent/Queue activity On-demand ‘canned’ reports of key metrics Scheduled reports Customized reports

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Web-based Call Center Supervisor Client

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Active CallsOn-line

DirectoriesAgent

ManagementQueued Call Management

‘Break Out’ Directories

Supervisor Real-time Dashboard

Queue Statistics

Agent Statistics