system call center · system main functions •pbx integration •calls history •agent’s...

http://www.ctisolutions.pl

Naso CC Statistics & Call Center system

version 2.0

CTI Solutions


System main functions

• PBX integration • Calls history • Agent’s application

– Displaying call information – Clients database

• Supervisor’s application – On-line status of all agent’s status / phone lines – Statistics on calls and work performance – User / lines management

– Dialer – outbound call management



Agent’s application – Agent’s application allow to log to the system which is also logging to Hunt Groups and notification

that agent is ready to process calls. Agent see all information on incomming call (caller ID, customer name, infoline) before anwsering a call. Changing statuses allows to report time used for calls and other activities. Agent can see customer’s history, missed calls, number of waiting customers in all infoline queues. Application have built-in IP softphone.

• Functions – Loging to system

– Changing statuses (active, different types of break)

– Info on incomming call

– Info on infoline queue

– Info on availability of co-workers

– Customers database

– Displaying information on incomming call (client’s name, company type, comments)

– Possibility to comment call / select call type (from predefined list)

– Automatic dialing (depending on phone type)

– History of own calls / call of selected client

– History of own statuses

– Build-in IP softphone



Supervisor’s application – Supervisor’s application allow to view current status of all agents, queues on Infoline, preparing

analysis on agents work (list of calls, numer of processed calls, agents work performance). It also allows to define lines, users, hunt group assigments. Multilevel user rights allow to define users managing different departments on company.

• Functions: – current status of all agents

– current status of all lines (call direction, caller id, time of call start)

– status of hunt groups

– list of all calls with different filter criteria

– list of statuses of agents with filter criteria

– information on hunt groups (currently logged agents, free agents, talking)

– reports on agents work (work duration, numer of calls processed, number of calls missed, workload on infolines)

– reports on calls based on different criteria (call direction, infoline, agent, duration of call, direction)

– hourly distribution of calls (investigating peak hours) splited by answered / missed calls

– System configuration (users, lines, hunt groups)



Dialer – Module for automatic outboud campaigns with defined clients target group, assigned agents and

scripts for agent’s support during talk.

• Functions – Campaign definition

– Script scenario

– Assigned agents

– Target group

– Activity time (days of week, hours)

– Automatic dialer – Search for free agent, dialing to client

– Displaying form with script scenario of call

– Scripts / reports – Defining scripts for call (script editor)

– Registering anwsers from client

– Campaign statistics – Perforemed calls

– Agents efficiency

– Number of wrong numbers


System architecture

• System consists of 3 elements: – Server application with PBX comunication

– Agent’s application

– Supervisor’s application


Naso CC – versions

• Availiable versions

– Naso CC (both agent and supervisor program)

– Naso CC LITE (only supervisor program, agent logs to system via phone)

– Naso CC Mix ( mixed licencing of Naso CC (minimum 5 licences) and Naso CC LITE

– Naso CC + Percula CRM (supervisor program, CRM program for agent with builtin Naso agent application)


Naso CC – sample usage

• Phone trafic analysis

• Infoline support

• Sales department support

• Call Center systems

• Service department management (client identification, registering issues in CRM)

• Outbound traffic – automatic dialer


Naso CC Agent

Agent’s application


Naso CC Agent – main functions

• Loging to system • Changing statuses (active, different types of break) • Info on incomming call • Info on infoline queue • Info on availability of co-workers • Customers database • Displaying information on incomming call (client’s name, company

type, comments) • Possibility to comment call / select call type (from predefined list) • Automatic dialing (depending on phone type) • History of own calls / call of selected client • History of own statuses • Build-in IP softphone


Naso CC Agent application

Phone status, Call duration

Client’s info

Missed calls info

Built-in softphone (option)

Co-workers status

Changing agent’s status


Naso CC Agent incoming call

Phone status

Info on client

Possibility to configure actions on incomming call: • pop-up window of Naso CC with full info on incomming call •„notify icon” with basic call info (client, caller id)

„notify icon” with basic info

Call history of a client


Naso CC Agent - call in progress

Phone status, Call duration

Client’s info

Comments on call, Type of a call

Co-workers status

Client’s call history

Redirect to co-worker


Naso CC Agent – call history

Browse call history

Quick access to Missed calls

Filter criteria for calls

Calls list: •Type •Status •Date •Phone number •Client •Comments on call (with possibility to change)

History of status Changes from today

Possibility to dial to client


Naso CC Agent – clients database

Editing comments on client

Click to dial client

List of clients, search

Edit client’s data

Call history


Naso CC Agent – clients database

Add new clients

Auto fill-in phone number during conversation with new client

Different types of clients: Person, company, employee

List of predefined types of company


Naso CC Supervisor

Application for

supervisor / administrator


Naso CC Supervisor

• Main functions – current status of all agents

– current status of all lines (call direction, caller id, time of call start)

– status of hunt groups

– list of all calls with different filter criteria

– list of statuses of agents with filter criteria

– information on hunt groups (currently logged agents, free agents, talking)

– reports on agents work (work duration, numer of calls processed, number of calls missed, workload on infolines)

– reports on calls based on different criteria (call direction, infoline, agent, duration of call, direction)

– hourly distribution of calls (investigating peak hours) splited by answered / missed calls

– System configuration (users, lines, hunt groups)


Naso CC Supervisor

Info on infoline (if availiable on incoming call)

Call info (numbers, direction, duration)

Agent’s info (name, current status, when changed)

On-line overview of all lines / agents


Naso CC Supervisor

Online overview of groups

Number of busy agents

Number of logged in Naso agents number of availiable agents

Group members


Naso CC Supervisor calls history

Info on call (numbers, direion, client, anwser time, comments, type)

Criteria for calls search Export calls


Naso CC Supervisor calls reports

Number of calls per type

Criteria for reports (date range, agents) Number of calls splited by type and agent

Number of calls per infoline


Naso CC Supervisor calls reports

Hourly calls distribution (per call type) Agent’s activity report: •Number of calls per type •% of missed calls •Calls duration •List of calls

Agents work time (by statuses)


Naso CC Supervisor agents statuses

• Statistics on agents statuses

– Statuses list (with different search criteria)

– Number of calls per type for each status change

– Summary reports

– Data export


Naso CC Supervisor clients database

Add new clients Import from file

Client’s data

Client’s call history Client’s edition


Naso CC Supervisor system configuration

User management / user rights

User configuration: •Assigned line •User rights •Automatic login on startup •Enable Softphone

System settings


Dialer

Outbound calls module

Automatic dialer

*) english version available on September/November 2012


Main functions

Dialer – Module for automatic outboud campaigns with defined clients target group, assigned agents and

scripts for agent’s support during talk.

• Functions – Campaign definition

– Script scenario

– Assigned agents

– Target group

– Activity time (days of week, hours)

– Automatic dialer – Search for free agent, dialing to client

– Displaying form with script scenario of call

– Scripts / reports – Defining scripts for call (script editor)

– Registering anwsers from client

– Campaign statistics – Perforemed calls

– Agents efficiency

– Number of wrong numbers


Dialer – campaign definition

Basic info on campaign

Current status

Clients target group

Agents in campaign

Report on performed survey


Dialer – script definition

Question list

Add new question

Defining next question (possibility to define different question depending on anwser)

Question type: drop down list, text, number, yes/no

Next question

Available anwsers to question


Dialer – performing calls

• Criteria for selecting clients from target group – Campain status (active)

– Day of week, hour (defined as active time for campain)

– Agent’s availiability

– Maintaing time break between agents calls (defined)

– Availability of clients (not performed or scheduled for specific date/time)

– Registerging call rejections


Dialer – performing call

Info on dialed client

Schedule day/time of call/survey

Wrong number, reason

Perform survey

Survey window after anwsering call:

Registering rejection of call


Dialer – performing call

Script during talking with client, displaying next question to client

Possible anwsers

Call summary, possibility to add comment

Answered quiestions

Waitng for next call, time remaining To next call

Question


Naso CC - licencing

• Supervisor’s licence

– Minimum 1 licence: statistics, system configuration

• Agent’s licence / line licence

– Availiable options (active modules):

Agent’s version Call monitoring

Agent’s

application Dialer * CRM **

Naso CC Agent LITE X

Naso CC Agent X X X

Naso CC + Percula CRM X X X

Naso CC + Percula CRM + dialer X X X X

* Dialer will be availiable in english in October/November 2012 ** Percula CRM will be availiable in english in mid of 2013


Demo version

• Demo version is availiable at http://serwis.ctisolutions.pl

• Demo limitations: – 30 days trial period – 1 „supervisor” – 2 „agents”

• Easy migration to full version – only replacement of licence without new configuration of system

http://serwis.ctisolutions.pl/

system call center · system main functions •pbx integration •calls history •agent’s...

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