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Aspect® Unified IP™ Overview
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Aspect Unified IP (formerly Aspect® EnsemblePro™) gives contact center professionals the control they need to meet business goals, and the technology to respond to today's empowered consumer. By delivering all of the capabilities that a contact center needs in a single, scalable session initiation protocol (SIP)-based Voice over Internet Protocol (VoIP) platform, Aspect Unified IP eliminates the tyranny of computer telephony integration with consolidated administration, routing, reporting and workflow. Aspect Unified IP reduces complexity by uniting automated call distribution (ACD), predictive dialing, speech-enabled voice portal, email management, web chat and collaboration, workflow management, recording and quality management.
Highlights
– Simplifies deployment and management with unified approach.
– Meets the most demanding uptime and availability requirements.
– Leverages open standards to lower costs and ensure interoperability.
– Responds dynamically to changing conditions in the contact center.
Unified IP Contact Center Performance Results
– Increase agent utilization rates by 75 - 80 percent.
– Increase self-service automation capacity by 40 percent.
– Increase call handling capacity by 300 percent.
–Decrease call abandonment by 8 percent.
View product demo http://www.aspect.com/Products/UnifiedProducts |
Aspect®eWorkforce Management™
Overview
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Aspect eWorkforce Management is an industry-leading solution for optimizing today's contact
center workforce performance. With a productive agent population, you can maximize profits and
customer satisfaction, reduce staffing costs and turnover, deliver superior customer service, and
improve contact center performance.
Based on acclaimed TCS technology, Aspect eWorkforce Management offers a solution for every
workforce management need, regardless of the type of center or the complexity of its environment.
It helps you forecast and plan more accurately, and schedule more effectively, to ensure that you
have the right number of agents, with the right skills, across locations, so your contact center runs
like clockwork.
Aspect eWorkforce Management also helps you fine-tune agent performance to increase
productivity, empower agents to reduce turnover and simplify your multisite and outsourced
operations to reduce costs. You're also able to gain insights into your center's overall performance to realize greater business goal alignment
Highlights
– Unique multi-skill architecture.
– Easy management and tracking of intra-day performance.
– Accurate forecasting across all channels.
– Valuable "what-if" scenarios for improved strategic planning.
– Automated browser- and IVR-based agent self service.
– Seamlessly integrates with ACDs and other contact center technologies.
Key Benefits
– Reduce staffing costs and agent turnover.
– Enhance the effectiveness of multisite operations.
– Empower agents and improve productivity.
– Improve contact center performance to align with business goals.
– Reduce the cost of managing outsourced agents.
– Increase ROI through integration.
– Maximize profits and increase customer satisfaction.
View product demos ( www.aspect.com/products/workforcemanagment/eworkforce/demos) |
Microsoft Dynamic CRM
Microsoft Dynamic CRM overview
Microsoft Dynamics CRM is a multi-lingual Customer Relationship Management software package developed by Microsoft. Out of the box, the product focuses mainly on Sales, Marketing, and Service (help desk) sectors.
Dynamics CRM is a server-client application, which, like Microsoft SharePoint, is primarily an IIS-based web application which also supports extensive web services interfaces. Clients access Dynamics CRM either by using Microsoft Internet Explorer 6 or later web browser or by a thick client plug-in to Microsoft Outlook. While other browsers can be used to access Dynamics, results can be mixed and are not supported by Microsoft.
Versions
Microsoft Dynamics CRM 2011.Microsoft Dynamics CRM 2011 is the latest release of the Dynamic CRM.This new Version has the familiar interfaces and connected experiences users of the Microsoft Office suite are used to.This release also integrates with Microsoft Dynamics Marketplace,an online catalog of industry-specific applications and extensions,which allows users to search for applications designed to extend and enhance their CRM solution
Features
Microsoft Dynamics CRM 2011 adds a number of new features,and a few notable changes.
- Native integration with WSS 3.0
- Ability to create a query behind a lookup
- Placing of a grid with child records on the parent record
- Cloud Computing with Microsoft Online Service
- filter sorting capability like in Microsoft Office Excel
- Microsoft Office Ribbon interface replaces menus
- OData endpoint
- LINQ programming API in the SDK
- WCF services
- Customization can be packaged as solutions
- CRM Online supports plugins in sandboxed mode
- Multiple forms per entity
- Dashboard designer
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Microsoft Lync
Microsoft Lync Service overview
Microsoft Lync Server (previously Microsoft Office Communications Server) is an enterprise real-time communications server, providing the infrastructure for enterprise instant messaging, presence, file transfer, peer-to-peer and multiparty voice and video calling, ad hoc and structured conferences (audio, video and web) and PSTN connectivity.These features are available within an organization, between organizations, and with external users on the public internet, or standard phones, on the PSTN as well as SIP trunking.
Contact IP
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Contact IP is a set of programs that are designed to interact with the Asterisk Open-Source PBX Phone system to act as a complete inbound/outbound call center suite.
The agent interface is an AJAX-based set of PHP web-based scripts that work through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer.
The manager interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.
Contact IP can function as an ACD for inbound calls or for Closer calls coming from Contact IP outbound fronters. It allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.
Table of Features
- Ability for an agent to call clients in succession from a database through a web-client
- Ability to display a script for the agent to read with fields like name, address, etc. filled-in
- Ability to set a campaign to auto-dial and send live calls to available agents
- Ability to dial predictively in a campaign with an adaptive dialing algorithm
- Ability to dial on a single campaign across multiple Asterisk servers, or multiple campaigns on a single server
- Ability to transfer calls with customer data to a closer on the local system or a remote Asterisk server
- Ability to open a custom web page with user data from the call per campaign
- Ability to autodial campaigns to start with a simple IVR then direct to agent
- Ability to park the customer with custom music per campaign
- Ability to send a dropped call to a voicemail box per campaign if no agent is available
- Ability to set outbound CallerID per campaign
- Ability to take inbound calls grabbing CallerID
- Ability to function as an ACD for inbound and fronter/closer verification calls
- Ability to have an agent take both inbound and outbound calls in one session (blended)
- Ability for agents to log in remotely and have calls redirected to any phone number
- Ability to start and stop recording an agent's calls at any time
- Ability to automatically record all calls
- Ability to call upto two other customer numbers for the same lead
- Ability to schedule a callback with a customer as either any-agent or agent-specific
- Ability in Manual dial mode to preview leads before dialing
- Ability for agents to be logged in remotely anywhere with just a phone and a web browser
- Faster dispositioning of calls with agent key-binding (hotkeys)
- Definable Agent Wrap-up-time per campaign
- Ability to add custom call dispositions per campaign
- Ability to use custom database queries in campaign dialing
- Recycling of Busy calls at a specified interval without resetting a list
- Dialing with custom Time Zone restrictions including per state and per day-of-the-week
- Dialing with Answering Machine Detection, also playing a message for AM calls
- Ability to run multiple campaigns and lead-lists
- Option of a drop timer with safe-harbor message for FTC compliance
- Variable Drop call percentage when dialing predicatively for FTC compliance
- Internal DNC list can optionally be activated per campaign
- All calls are logged and statuses of calls are logged as well as agent time breakdowns
- Load Balancing across multiple inbound or outbound Asterisk servers is possible
- Several real-time and summary reports available
- Real-time campaign display screens
- 3rd party conferencing (with DTMF macros and number presets)
- 3rd party blind call transfer
- 3rd party conferencing with agent drop-off
- Ability to set user levels and permissions for certain features and campaigns
- Ability for managers to listen-in on agent conversations
- Ability for managers to enter conversations with agents and customers
- Web-based administration
- Client web-app web pages available in English, Spanish, Greek, German, French, Italian, Polish, Portuguese and Brazillian Portuguese
- Admin web pages available in English, Spanish, Greek and German
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