Agenda – Evolved Call Center

► Cloud Growth

► The Cloud Based Call Center

► Agent / Supervisor / Management Tools

► Administrator Control

Industry Trends

Cloud growth is speeding up – companies are embracing the cloud-based model at a faster pace than previously predicted

Mid-market companies are leading the adoption of cloud based solutions

Demand for “at home” agents continues to rise

“The cloud-based contact center infrastructure market will grow between 35 percent and 45 percent each year between 2012 and 2015”

“Cloud-based call centers can save large enterprises as much as 50% compared to on-premise systems..”

“More than half of the contact centers in the U.S. today, 53% have some percentage of their agent population functioning from a home office. More than 70% of those currently supporting at-home agents plan on increasing the number of their at-home agents.

“The cloud penetration of the contact center market in North America will more than double from 5% of total contact center agents in 2012 to 13% in 2016. ”

Calls Queue in the Cloud…Agents Operate From Any Location

Las Vegas Wayne, Pa Philadelphia

Mobile Softphone Anywhere or Remote Office

Softphone

Satellite Office

Broad

band

Small OfficeRegional Office

QoS EnabledQoS Enabled

Internet Failover

Remote OfficeWork From Home

Remote OfficeWork From Home

PSTN

Private Network

Public Internet

Why migrate to the Cloud?

► Lower TCO

Significantly reduce traditional telecom expenses (trunking & usage) and maintenance costs while

eliminating capex for new equipment, software, licenses, or upgrades

► Maximize Staffing

Leverage a single ACD across the entire enterprise / multiple locations

► Mobility

Distribute call center resources simply and effectively whether in the office, on the road, or at home

► Scalability

Increase and decrease costs with seasonality and growth. Support unexpected peaks with unlimited call

capacity

► Disaster Recovery

Queue calls in the cloud regardless of conditions at any site with built-in contingency routing

► Carrier Resiliency

Leverage a carrier mesh network that routes calls around an impacted carrier

Call Center Seat Types

• Hunting Algorithms• Distinctive Ringing• Overflow Treatments• Custom Comfort Messages• Music on Hold• Estimated Wait Times• Max Queued Calls = 25

Basic• Includes Basic Features• Real-Time Reporting• Scheduled Reporting• Bounce Treatments• Customizable ACD States• Unity Application (Add On)• Supervisor Application (Add On)• Max Queued Calls = 50

Standard• Includes Standard Features• Unavailable Codes• Disposition Codes• DNIS Based Features• Auto Answer• Auto Set Post Call ACD State• Supervisor Silent Monitoring• Night & Holiday Service• Enhanced Call Treatments• Force Agent Unavailable• Priority Queuing• Comfort Message Bypass• Max Queued Calls = 525

Premium

Need to queue calls w/o the need for reporting….choose our BASIC service

Need to queue calls with reporting and overflow options….choose our STANDARD service

Need to queue calls, frequent reporting, specialized call treatments, time-of-day and disaster recovery options…..choose our PREMIUM service.

Agent Options – Handset, Agent Client, Unity Agent

Featuring an intuitive icon-based interface, Unity Agent is a PC-based application that provides the same features plus advanced call control, services customization, call statistics, and embedded workgroup chat and presence.

For Agents that do not require advanced features, various options are available for state control via handsets from multiple vendors.The Agent Client is a web-based application that provides point and click control, ACD state

functions (sign-in/sign-out, available, unavailable codes, wrap-up, etc.), disposition codes, reports, and outbound caller ID selection.

Supervisor Control

The web-based Supervisor provides Call Center managers with real-time queue visibility, agent control, the ability to monitor or barge into calls, and generate reports in an intuitive

user interface.

Through Supervisor, leaders can reprioritize waiting calls, answer them, or divert them to alternative locations.

Supervisor Reporting

Comprehensive reporting in a graphical and tabular format that can be generated real-time, for historical time periods, or scheduled for email delivery.

Generate interval, daily, weekly, or monthly reports with ease that are delivered in multiple formats (HTML, PDF, or Excel).

Queue reports provides the queue activity metrics for an individual queue, multiple queues, or by DNIS. Key metrics like call volume, abandoned calls,

ASA, and service levels are readily available.Agent reports provide rich insight into agent performance and behavior. Understand where time is spent and how calls are being handled.

Analyst

Analyst is a powerful, cloud-based business intelligence/analytics tool powered by Birst. • Access pre-built reports, charts and graphs. • Create custom reports, dashboards, and visual tools.• Drill-down and drill-anywhere into your call center details. • Combine additional data from other applications for a holistic view.

Analyst empowers your organization with insights about your call center and business transaction information in an easy-to-use interface that can be accessed from anywhere.

Analyst Reporting Options Supervisor

ReportsAnalyst

(Powered by Birst)

Pre-Built Reports 18 22

Chart Types 9 Static 11 Customizable

Mobile Access No Yes

Integration with other data sources No Yes

Create Customized Reports No Yes*

Drill Downs No Yes

Report Annotation No Yes

Export to:

CSV Yes Yes

MS Excel Yes Yes

MS PowerPoint No Yes

Adobe PDF No Yes

Data Retention Period 90 Days of Detail1 Year of Summary Unlimited

Report Data Set Limitations Yes None

* Additional training recommended

Real Time Dashboard

The Dashboard is a web-based application that delivers real-time and current day statistics plus customizable alerts and notifications on a variety of devices from wallboards to individual PCs,

Laptops, Tablets and Smartphones.

Evolved Call Center Dashboard provides Agent and Queue status plus real-time monitoring of individual call and agent performance.

Call RecordingThe OSSmosis web portal provides the ability to search, retrieve, and export recorded calls based upon criteria such as the agent, the calling party, the date/time, etc. The portal enables on-site or

remote call quality and compliance activities.

The OSSmosis Recorder provides Call Center leaders with the ability to retrieve and playback recorded calls, tag calls for quality management purposes, and listen to live calls in progress.

Web Based Personal Call Control

Personal Portal AccessBasic Features

Advanced Features

UM and Directory Settings

Toggle Control and Dial from Web

Smartphone Control

iPhone/Android ReadySupported Features:

• App based dialing – Inside application dialing enables 4 digit communications from smartphones.

• Feature Control – Set, Change, and control user features like Call Forward Settings, Simultaneous Ring, Remote Office and Anywhere.

• Call from Contacts – Access to filtered lists of contacts, including Phone, Personal and Enterprise.

• Call History – View Call logs from your Smartphone and one-touch call back options

• Call Center – Change ACD Status or activate Remote Office

Unified Communications

UC-One is a cloud based UC solution for Windows, MAC, iPhone and Android

devices providing: Call Control, Secure Instant Messaging & Presence, Group Chat, Desktop Sharing, File Sharing, Video Calling,

Soft Phone and more.

Advanced Call Control & Mobility

The Evolved Office Assistant provides advanced call control features from your browser and email client. Establish personalized mobility settings such as call forwarding, simultaneous ringing, and remote office.

Intuitive Administrative Portal

Call Center Managers require complete control over their agents and queues. Through our award winning OSSmosis Portal, administrators can make real-time changes with

point and click ease.

The award winning OSSmosis Portal grants Call Center Administrators unprecedented management of their Agents with point-and-click configuration and real-time changes

Extensibility

The Evolved Call Center is supported by standards based APIs enabling businesses to easily integrate the solution into internally developed or third party applications.

Due to this extensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Work Force Management solutions.

Thank You!

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