the tfb - nec advantage
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The TFB - NEC Advantage. TECHNOLOGY FOR BUSINESS Corporation. Presentation Summary. Our Background Why TFB? Product Architecture Design Highlights Modules. TFB Company Background. Products Packaged and custom CTI / IVR / Reporting software for contact centers and vertical markets - PowerPoint PPT PresentationTRANSCRIPT
The TFB-NEC Advantage
TECHNOLOGY FOR BUSINESS Corporation
Presentation Summary
• Our Background• Why TFB?• Product
• Architecture• Design Highlights• Modules
TFB Company Background
• ProductsPackaged and custom CTI / IVR / Reporting software for contact centers and vertical markets
• Platform FocusNEC NEAX 2400 and NEAX 2000
• PedigreeSince 1989 providing solutions for such organizations as General Motors, Japan Airlines, Tempur-Pedic, Enron, Mandalay Bay, BC Rail, Los Angeles County…
Data
Voice
ReportsWeb
CTI
IVR
Why TFB?
Why TFB?
Feature-Rich
•Proven Suite of Packaged
Features
•True call blending
•Cradle-to-Grave Reporting
•Multi-channel contact – email,
web
•Multi-site Solutions
•Industry-Specific Solutions
Why TFB?
TFB Design Approach
•Open Architecture
•Built on industry standards
•The user owns reporting data
•Ongoing R&D – Support for
emerging standards
•Failsafe to ACD functionality
Why TFB?
Why TFB?
Open Architecture
•Benefit - Investment Protection
•Open API, Open Data
•Application Integration to
Infolink
Why TFB?
Why TFB?
Superior Integration
•Unmatched NEC Infolink
Support
•Integration among TFB
modules
•Desktop Integration for
Screen Pop to any open
application
•Integration to your databases
now,
and databases you implement
later
•Integration to your voice
recorder
Why TFB?
Superior Customization
•Agile development services
•Open API
•GUI configuration
Why TFB?
Why TFB?
Superior Track Record
Just ask…
•Los Angeles County
•Tempur-pedic
•Japan Airlines
•Cobb EMC
•Taylor-Made Adidas Golf …or hundreds of other satisfied TFB
users.
Why TFB?
Why TFB?
SUMMARY
•Feature-Rich
•TFB Design Approach
•Open Architecture
•Superior Customization
•Superior Integration
•Superior Track Record
Why TFB?
Data
Voice
ReportsWeb
CTI
IVR
Products
• Modular, Scalable, Open
• Integrated Functionality
• Customizable
D E S I G N
Products
Architecture
• True Contact Blending
• Cradle-to-Grave Reporting
• The End-User Owns the Data
D E S I G N
Products
Design Highlights
DESIGNED FOR MULTIPLE CONTACT CHANNELS
With TFB, your
customers can choose
how they contact you.
Your Contact Center
Products
TFB Modules manage Inbound
Phone, Web Chat, Email or proactive Outbound
Calls.
DESIGNED FOR MULTIPLE CONTACT CHANNELS Products
Modular TFB features
route calls, offer options
to callers, and
streamline customer service.
Products ROUTING • OPTIONS IN QUEUE • IVR
Modular Reporting
and Monitoring
lets you track agent and caller
activity across the ACD AND
CTI Server.
REPORT • MONITOR • CONTROLProducts
Modular tools for the
agent desktop help streamline
agent-caller interaction.
SCREEN POP • AGENT TOOLSProducts
Integrated functionality through TFBCTI Server 5
AndMedia Server
Platforms
CTI SERVER / MEDIA SERVER PLATFORMSProducts
TFBModules
provide full integration to
NEC’s Infolink and
MIS Link
INTEGRATION TO INFOLINK • MIS LINKProducts
Choose the features you need knowing
your investment
is protected,
fully integrated, scalable, and open.
MODULAR • INTEGRATED • MULTIMEDIAProducts
Data andApps
Voice
TFBReporting
TFBWeb
Contact
TFBCTI/IVR
Your Voice
Recorder
A Comprehensive SolutionTFB-NEC
Products
Products
Products
Products
Products
Products
Products
PART II The NEC-TFBAdvantage
TFBReporting
TFBWeb
Contact
TFBCTI/IVR
YourVoice
Recorder
Data
Voice
TFBReporting
TFBWeb
Contact
TFBCTI/IVR
Your Voice
Recorder
Comprehensive SolutionOpportunity
PA
RT II
Integration to NEC• Call Center Suite
– Skills / Criteria-based Routing
– Cradle-to-Grave Reporting
– Real-time Supervisor Reporting
– Vertical Applications
OpportunityPA
RT II
Integration ExampleTFB ACD Reports
– A Cradle-to-Grave Reporting
package
– Comprehensive call and agent
data across ACD/IVR/CTI
– Voice Print integration lets
users research in ACD Reports,
then listen to call recordings by
clicking embedded links
OpportunityPA
RT II
Win-Win BenefitsOpportunity
PA
RT II
for TFB/NEC for Customer•TFB/NEC has a long working relationship
•Virtual Que Positions, No hardware used
•Open system, Infolink Connect API, exporting of data, and true ownership of data
•Reliability
•Seamless Integration, Investment protection
•Low hardware investment
•Can interface with any other databases, write custom apps, customize reports
•Maximum Up time
PA
RT II
TFB Products
Demos
PA
RT II
• Skills Based Routing of Voice, E-mail & Web Contacts
• Callback and Web Chat Functionality
• View Agent Queue Status
• Customized Messaging for VIP Clients by Caller ID
• Ability to Provide Back up Support During Peak Periods
Increased Client Retention And Satisfaction.
Why TFB ?
• Extensive Reporting Capabilities
• Call Log for Missed, Dialed or Answered
• Scalable Between NEC Product Offers
• Improved Agent Productivity and Less Agents
PA
RT II
Cost Reduction and
Containment.
Why TFB ?
• Automated Inbound Sales Through 24 Hour Operation
• Informative Screen Pops Increasing Skill Level
• Outbound Dial Campaigns
• Turn Your Contact Center Into a Revenue Center
Profitability of Operations
PA
RT II Why TFB ?
Build on your existingInvestment
Migrate Systems& Infrastructure
Enhance Customer Experience
Enhance TeamExperience
PA
RT II
TFB-NEC Results
PA
RT II
Multimedia Customer
Touch Points
TFB AgentChat• Save Inbound Toll costs Route
customers from your web site for immediate service via chat.
• Handle More Traffic Your agents handle multiple customers simultaneously
• Feature-rich – Supervisor Broadcast, Monitor,
conference– Forbidden word alert– Internal agent to agent chat and
Web Chat Functionality
PA
RT II
Multimedia Customer
Touch Points
TFB AgentChat• Easy Interface Lets Agents
Handle Multiple Chats
• Pop Up Info Shows Customer Details
PA
RT II
Multimedia Customer
Touch Points
TFB AgentChat• Collaborate By Pushing
a Web Page to Customer
• Supervisor Features Include Real time Monitor
PA
RT II
Multimedia Customer
Touch Points
TFB AgentChat• Your Web Page
Retains Your Look & Feel
Simple Web form interface allows the customer experience to follow your look and feel
PA
RT II
Multimedia Customer
Touch Points
TFB AgenteMail• Track, Manage, and Route
Route customers from your web site for immediate service via chat.
• Offer Customers Options Your customers expect the option to contact you by email
• Feature-rich – Search– Supervisor approval mode for agent
training – Use your company’s HTML template
PA
RT II
• Routing Email Routed to Agents from Queues
• Easy to Use Interface– Agents Do It All in One Interface!– Reply / Escalate/ Transfer– Apply your proprietary HTML
template
Multimedia Customer
Touch Points
TFB AgenteMail
PA
RT II
• Search Tools Email Search by date, name, or address
• Feature-Rich• Customer replies route to original
Agent• Tag as spam feature• Use To address for queues
Multimedia Customer
Touch Points
TFB AgenteMail
SummaryTFB is a premiere developer of CTI applications for NEC
TFB-NEC Partner Benefits•Increased sales and revenue opportunities•More comprehensive solution offering
Win-Win•TFB/NEC long relationship•Open System•True ownership of data•Reliability