Intelligent Multi-channel IP Contact Center, iPECS CCS Q

 
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Your Communications Solution

Intelligent Multi-channel IP
Contact Center, iPECS CCS Q
iPECS CCS Q manages your customer enquiries more efficiently whether by phone,
e-mail, text, web chat, or even Facebook and Twitter. The flexible and easy call flow and
business process design tool make your Customer Service and Multi-channel contact
management simple.

All-in-one multi-channel contact                    a specific service or business function, CCS Q      Multi-Media communications
center solution                                     can help manage inbound call routing and call       Let customers communicate how they want, CCS
iPECS CCS Q is the most affordable profes-          queue requirements improving the experience         Q will manage E-mails, faxes, SMS, web call back,
sional Customer Service and Inbound Multi-          for your customers and your own people              call-back in queue, Web chat and more
Media Management & Reporting system for any
business. CCS Q provides your business with         The Possibilities are endless -                     Social Media integration
the means to route and manage your customers        give your customers options                         Twitter and Facebook are increasingly becoming
and provide them options on how they want to        and/or automate your ability to                     part of the commercial landscape and business-
contact your staff, in the best possible way. CCS   service them better                                 es need ways to manage staff and meet their
Q offers powerful Skills Based Routing and Au-      iPECS CCS Q allows for a range of routing pos-      services quality - add CCS Social to manage
tomatic Call Distribution with variable Announce-   sibilities that allow your customers to choose      your customers Social Media dialogue with you
ment Management options that provide your           how they contact you rather than just leaving
business with state-of-the-art Contact Center       them in queues – route to other groups, leave       Smart agent desktop
Technology. Agents can log in and out of CCS Q      voice mail, transfer overflows to other offices,    CRM integration, Click to dial and answer, pres-
and all the data from queues, traffic and agents    employ skill-based routing to the best trained      ence, messaging, drag and drop call control,
is logged and reported on by CCS Report. It         team members, or even let them hang up but          online call information and much more
can be shown to your team in real time with         keep their position in your queue and you call
our Business Intelligence Dashboard, providing      them back. And with CCS Q’s multi-media             Business Intelligence reporting
businesses a powerful and integrated solution       options handle E-mails, texts, Facebook and         Smart Dashboards, Web browser Reporting,
that can grow as you grow.                          Twitter requests in the same way as you would       automated E-mailing of reports. Powerful filters
                                                    handle a voice call providing your customers        and over 150 reports covering traffic analysis,
Performance & Results monitoring                    with the options that they deserve.                 grade of service, agents performance and more
iPECS CCS Report is integrated with CCS Q
providing powerful reports for your inbound cus-    Call-Flow Designer                                  Outbound & Tele-marketing
tomer service channels and individual and team      Our simple drag and drop tool for designing the     Whether you have a part-time Tele-Marketing
performance. Review resources you have to see       call flows for your business—make changes           requirement or you are a full time Outbound Call
that business targets are being achieved. With      anytime without needing to learn complex            Center, add CCS Call for Preview, Progressive
a well designed routing and agent plan you can      software and rules.                                 & Pre-Emptive modes at affordable prices
analyze important information on your business.
Ensure auditing and compliance guidelines are       Workflow engine
being met with complete history of all calls and    Set the rules and best practices and let CCS Q
activities.                                         do the rest. Skills based routing, powerful over-
                                                    flow rules, automated options for callers.            Next generation multi-
Professionally manage one of your                                                                         channel solutions make
most important business needs -                     Business process automation
your customers calling you                          Powerful rules and workflows together with the        your contact center simple
Your customers calling you whether you are a        CCS Software Development & API Kits enable            and powerful.
formal call center managing inbound calls or        tight integration to your business processes and
an informal call group that collectively provides   technologies.
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Features
•   Real-Time Administration Interface: with live agent details and statistics                                    •   Configurable Completion & Wrap Up Codes: giving management vis-
•   Range of ACD Queue Management Call Distribution Mode                                                              ibility over what has occurred on each call
•   Real-Time agent management and queue management                                                               •   Configurable Agent break-out Codes: report on your agent’s time
•   Skills-Based Routing: enables your highest priority callers to be con-                                        •   Optional Call-Back in Queue Module: so your customers can hang up
    nected with the best qualified agent.                                                                             but maintain their position in the queue.
•   Configurable Announcement Manager: easily customize the announce-                                             •   Optional CCS Call Module for Tele-Marketing call blending so one agent
    ments your customers hear while holding.                                                                          can manage both in-coming and out-going calls
•   Auto-Attendant: with estimated wait time and position in queue                                                •   IVR Automated Response: Add CCS IVR and offer your customers au-
•   Queue Priority and Overflow Management                                                                            tomated services on-line via telephone 24 hours a day, without operator
•   Drag and Drop Agents and Callers: giving you the simplest and greatest                                            involvement taking care of transactions and services that do not require
    control over the call                                                                                             personal interaction
•   Configurable Threshold alarms: so KPI’s are managed and not exceeded                                          •   Voice Recording: Add CCS Record for many businesses recording tel-
•   Database/CRM Integration: use an out of the box configuration or our                                              ephone calls is a necessity - Record All, On Demand or Random, inte-
    API gateway to program your own                                                                                   grated with CCS Report, CCS Record can also store the recordings in
•   Integrated Reporting over 200 Reports                                                                             your CRM

    SCREEN DISPLAY FOR iPECS®CCS DESK                                                                                                           CALL FLOW DESIGNER

                                                                            1   CCS Desk options that can be
      CCS DESK
                                                                                shown or hidden
                                                        1                       by clicking the icon:
                                                                                   My Status
                 Jack 9801
                 Talking Duration 00:00:11 Busy Outgoing
                                                                                   Active Call
                                                                                   Teams
                   Ben Adams                                                       CCS SMS
                   Fincom                                                          History of calls
                   55548767
                                                                                   SMS and voice recordings
                   Transferred from Jack ( 9877 )
                   Conferenced Duration 00:16:17                                   Speed Dials.
       2

                                                                            2   My Status screen where a user
             Ben Adams 9803              Conferenced         00:00:23
                                         Ta l k i n g   00:00:06                can update their presence. This
                                                                                also gets updated automatically
                                                                                when on a phone call or break
                                                                        3
                                                                            3   Conference screen
              Ben Adams                     Busy Incoming
                                                                            4   My Team, ability to assign agents
              Bruce Jhonson                 Free
              Chris Skywalker
                                                                                to your team and see their pre-
                                            Break( Priority Ta..
           Queues                                                               sence at a glance. Easy double
                                                                   4
                                                                                click to call, calendar presence
                                                                                and alert me when free

Related ERICSSON-LG iPECS CCS Modules                                                                             Minimum PC requirement :
•   CCS Desk: Agent Desktop Client                                                                                •   Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
•   CCS Record: Integrated & Flexible Voice Recording                                                             •   Memory: 2 GB (or higher)
•   CCS Report: Call Accounting & Business Intelligence Reporting                                                 •   Hard Disk: 80 GB Minimum ( installation )
•   CCS IVR: Intelligent Interactive Voice Response (IVR)                                                         •   OS: Windows 7 or Windows 2008 Server
                                                                                                                  •   Display: XGA 1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                                                                 iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Your Communications Solution

All-in-one Agent Client,
iPECS CCS DESK
iPECS CCS Desk links your most important tools - the PC, inbound and outbound telephony control
and internet media. Your contact centers can create advanced business efficiencies with simple
and easy to handle and manage mutli-channel contacts and with inbuilt CRM integration.

Link your most important                         contacts – if you don’t get through the name      Business Benefits
business tools                                   of the person and their number is listed in the   •   Improved staff capability for better service
iPECS CCS Desk link your most important          re-dial list for recall.                          •   Increased productivity without needing to
business tools such as PC, telephone and                                                               change interfaces between media
internet and create advanced service man-        The first steps of your Contact                   •   Better call management
agement and business efficiencies with CCS       Center                                            •   Improved workflow, presence management
Desk’s inbuilt CRM integration interface. CCS    CCS Desk provides powerful contact center             and communication
Desk can be used standalone or integrated to     type features that you can grow with – in-        •   Transparency of information across the busi-
Outlook, Customer Relationship Management        tegrating with CCS Report for full business           ness
System (CRM) or Database, Microsoft Access       reporting on CCS Desk. Users dial from
and many other Windows Based applica-            anywhere in Windows - just right click on any
tions. You can even just highlight any number    number in your PC desktop - whether it be an
in Windows and Right-Click to Dial, it’s that    E-mail, web page or Word document - and
easy! All standard telephone controls such as    then select ‘Yes’ to Dial.
answer, hold, re-dial, conference and transfer
are now easier and in fact better supported it
                                                 Screen Pop on incoming call
can be done right from your PC. CCS Desk
                                                 Integrate CCS Desk to your customer data-
also provides advanced functionality for use
                                                 base and have the correct customer details
in businesses, such as a real time manage-
                                                 automatically ‘popped’ to your screen when
ment screen for the Administrator, configu-
                                                 you are receiving incoming calls.
rable break types to indicate individual user
‘presence status’ and optional voice recording
functionality, utilizing the CCS Record voice    Drag and Drop Telephony con-
recording option module.                         trols from your desktop
                                                 Answer, Hold, Retrieve, Transfer, Confer-
Manage your telephone calls                      ence, Speed Dial, Re-Dial and more, all
easier                                           available from your PC screen - no more try-
Click-to-Dial - Set up CCS Desk with your cus-   ing to remember complex keypad codes and
tomer database and simply click to dial your     faster respond to customers requests
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Features
• All Telephony controls from your desktop                                                                        • CCS Desk is modular : from personal tool to Business Communica-
• Click to Dial • Screen Pop on incoming call                                                                       tions or Call Center agent module
• Built-in Database & CRM integration: GoldMine, ACT!, Salesforce.                                                • CCS Desk becomes the log-in, break-out manager, wall

  com, Microsoft Dynamics CRM, Microsoft Outlook CRM, Microsoft Ac-                                                 board and completion and account code entry point
  cess, SalesLogix, Maximizer and SugarCRM                                                                        • Log-in to CCS Q for inbound queue management

• Compatible with most CRM and customer database with API                                                         • Log-in to CCS Call to join a CCS Call Tele-Marketing Campaign

• Log history to your CRM                                                                                         • All team activities and performance records are stored

• Review staff and colleagues status with CCS Desk ‘presence’ man-                                                  directly to CCS Report for reporting and analysis
  agement                                                                                                         • Record calls on demand, all calls or randomly with CCS

• Manage your calls with speed dials, re-dial, missed call and received                                             Desk with optional CCS Record module
  call lists                                                                                                      • Optional - Integrated Reporting, Analysis and Billing with

• DDS Desk Manager provides a powerful tool for administration and                                                  CCS Report
  overview of the CCS Desk                                                                                        • Optional - Integration to SMS with CCS SMS

    SCREEN DISPLAY FOR iPECS CCS DESK

     CCS DESK
                                                                           1   CCS Desk options that can be shown or
                                                                               hidden by clicking the icon:
                                                       1
                                                                                   My Status
                Jack 9801                                                          Active Call
                Talking Duration 00:00:11 Busy Outgoing
                                                                                   Teams
                                                                                   CCS SMS
                  Ben Adams
                  Fincom                                                           History of calls
                  55548767
                                                                                   Search facility
                  Transferred from Jack ( 9877 )
                  Conferenced Duration 00:16:17                                    Speed Dials.
      2

                                                                           2   My Status screen where a user can update their presence. This
                                        Conferenced         00:00:23
            Ben Adams 9803                                                     also gets updated automatically when on a phone call or break
                                        Ta l k i n g   00:00:06

                                                                           3   Conference screen
                                                                       3
                                                                           4   My Team, ability to assign agents to your team and see their presence at a
             Ben Adams                     Busy Incoming                       glance. Easy double click to call, calendar presence and alert me when free
             Bruce Jhonson                 Free
             Chris Skywalker
                                                                           5   Active call screen, screen popping of incoming/outgoing calls, enables
                                           Break ( Priority Ta..
          Queues                                                               drag and drop transfer features
                                                                  4

                                                                           6   Telephony desktop features enabling call functions on the desktop

     SCREEN DISPLAY FOR ADMINISTRATOR OR SUPERVISOR

Related ERICSSON-LG iPECS CCS Modules                                                                             Minimum PC requirement:
                                                                                                                  •   Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
•   CCS Call: Multi-Media Outbound & Tele-Marketing Call Center
•   CCS Record: Integrated & Flexible Voice Recording                                                             •   Memory: 2 GB (or higher)

•   CCS Report: Call Accounting & Business Intelligence Reporting                                                 •   Hard Disk: 80 GB Minimum ( installation )
•   CCS Q: Multi-Media Contact Center                                                                             •   OS: Windows 7 or Windows 2008 Server
•   CCS IVR: Intelligent Interactive Voice Response (IVR)                                                         •   Display: XGA1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                                                              iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Your Communications Solution

Deliver Better Analysis,
iPECS CCS REPORT
iPECS CCS Report business reporting module delivers historic and current information
on a companies business communications, supporting better analysis and decision making.
All businesses need to live by the laws of efficiency, speed and great customer service.
Creating exceptional value with the highest effectiveness is the goal and it is through
measuring performance that businesses can ensure they meet these critical benchmarks.

Service and performance monitoring                  Review staff performance                               Account Code for project/item
In today’s fast moving, service oriented environ-   Provide reports on team or individual perfor-          billing
ment, providing customer service and manag-         mance, from costs to activity reporting on how         Utilize account code capability within your
ing resources efficiently are key objectives. Do    many calls have been made or received.                 telephone system to identify and select individual
you have enough sales staff to take calls? Are                                                             calls back to a central account for services billing
there adequate service staff? Are telephones        Contact Center management                              and reporting. With this function, CCS Report
being answered in a timely manner – or are you      Whether you manage an inbound, outbound                serve accountability of costs back to divisions.
losing customers and business?                      or combination contact center, monitoring              Company can allocate costs to teams or divisions
iPECS CCS Report provides very intuitive tool       resources and evaluating performance and               for internal chargeback of company costs.
to monitor the customer service and operation       costs is paramount. CCS Report provides
performance of the business. You can easily         an advanced range of features to meet                  Business Benefits
check and analyze if your level of service and      Contact Center needs, from sophisticated               •   Measure and improve staff efficiency,
staff are adequate and it results in business       agent productivity & activity reporting to                 productivity & customer service
planning.                                           cost allocation and billing of services. All           •   Better KPI management leading to enhanced
                                                    of this is supported by real time tools such               contact center service levels
Business Intelligence Dashboard                     as CCS Desk manager and CCS Report                     •   Increase profitability
iPECS CCS Report provides business intel-           dashboard for proactive contact center                 •   Decrease data mining tasks with historical cus-
ligence Dashboard, a web-based, real time           management.                                            tomer archives-quicker business resolutions
dashboard screen and threshold alerting ser-                                                               •   More accountability by cost allocation
vice that is user configurable. When the CCS        Billing and Cost allocation                            •   Increase customer loyalty & satisfaction
Report is utilized in conjunction with iPECS        The CCS Report charging modules help for               •   Manage billable services
CCS, your business is accessing the latest in       billing and cost allocation by extension or to         •   Manage your key business metrics better by
technology solutions for business intelligence,     division allocated by the Directory. It also pro-          utilizing a configurable web based business
delivering real-time alerting as well as trend      vides service bureau and billing functions with            intelligence Dashboard with real time
reporting.                                          complete reporting and service billing of func-            indicators and alerts.
Whether you need telephone Call Accounting          tions utilized and output directly to a bill report.
statistics, or Contact Center real time informa-
tion for a wallboard, CCS Report dashboard has      Check your Telecom Bill                                     iPECS CCS’s dynamic and
                                                    Have the means to check telecom bills against
the answer. A user-configurable interface that                                                                  reliable reporting tool
lets you conrtol what you want to see. You de-      your own data collected and ensure you are not
                                                    getting overcharged. Identify services that are
                                                                                                                enables better analysis
sign your own business intelligence center and
then create thresholds and targets. It is simple    no longer required.                                         and quicker decision
to use and it gives you complete control on how                                                                 making for your business.
you are alerted when those targets are reached.
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Features
•   Service or Performance Monitoring allowing you to better                               •   Directory and Information Services
    understand your business                                                               •   Serial & IP call logging

•   Powerful Business Reporting Suite for call reporting, analysis and                     •   Over 200 powerful reports for system performance, service levels,
                                                                                               grades of service and agent/team evaluation
    escalations
                                                                                           •   Integration to other iPECS CCS modules & third party applications
•   An easy to use Web based client
                                                                                           •   Automatic Scheduling of reports to print, E-mail or file (CSV, PDF,
•   SQL database architecture & SQL Reporting Services report archi-
                                                                                               Excel ): meaning you can set and regularly get your critical reports
    tecture
                                                                                           •   Self Configurable web Dashboards with real time graphs, speedom-
•   Powerful Carrier Tariff interface - resulting in enterprise grade reporting                eters and charts including multimedia alerts to screen, E-mail or SMS
•   CCS Report is compatible with most telephony platforms                                     based on thresholds

         SCREEN DISPLAY FOR iPECS®CCS REPORT                                   REAL-TIME STATISTICS AND ALERT MANAGEMENT CENTER

                                                                                                                                                                          2

                                                                1

1   CCS Report screen, where you can create reports and save
    them as a custom report, schedule reports to be E-mailed or
    saved to the server file share.
                                                                         2   Real time statistics and alert dashboard

     EXAMPLE REPORTS

Related Ericsson-LG iPECS®CCS Modules                                                      Minimum PC requirement:
•   CCS Desk: Agent Desktop Client                                                         •   Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
•   CCS Record: Integrated & Flexible Voice Recording                                      •   Memory: 2 GB (or higher)
•   CCS Q: Multi-Media Contact Center                                                      •   Hard Disk: 80 GB Minimum ( installation )
•   CCS Call: Multi-Media Outbound & Tele-Marketing Call Center                            •   OS: Windows 7 or Windows 2008 Server
•   CCS IVR: Intelligent Interactive Voice Response (IVR)                                  •   Display: XGA1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                                         iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Your Communications Solution

Multi Media Outbound Call
Solution, iPECS CCS CALL
iPECS CCS Call is the outbound Tele-Marketing & Call Center solution that revolutionizes
the way you do business. Its innovative software combines your telephone and information
technology, to deliver the best results from your telemarketing campaigns.

Manage your Campaign                                       dates of marketing ‘washed’ lists. This will        Enhanced customer relation-
Managing and measuring the performance of                  minimize the chance of calling customers on         ships
your telemarketing and customer contacts is a              the Do Not Call registers and potential regula-     Enhance the quality of your customer relation-
business necessity. By deploying iPECS CCS                 tory fines.                                         ships by increasing the effectiveness of your
Call, your business will minimize the cost of                                                                  Customer Relationship Management Software
customer acquisition, retention and manage-                Never dial the wrong number again                   (CRM). A CRM integrated with CCS Call allows
ment. Using the latest advancements in CCS                 iPECS CCS automated dialing method’s mean           your staff to see the history of your calls in
Desk, managers can now start and stop                      your staff need never dial a wrong number           CRM and enable ‘click to dial’ functionality from
telemarketing campaigns at a push of a button              again. The campaign dialing methods of CCS          your CRM contacts. CCS Call immediately
and measure a campaign’s effectiveness in                  Call allow three different automated dialing        integrates with the world’s most popular CRMs
real-time at a glance of a screen. Customers               modes Preview’, ‘Progressive’ and ‘Preemp-          and with our API you may be able to integrate
can be set to be automatically called back if              tive’. Two other manual methods include ‘click      your existing CRM, to deliver a better cus-
the first attempt was unsuccessful and CCS                 to dial’ and ‘Copy to dial’. This computer aided    tomer experience. What is the API ? We have
Call ensures that your team does not call the              dialing allows hands free dialing for the agent     created special software development kits that
customer repeatedly with the same message                  and a much more efficient operation.                your own technology specialists or partners
from multiple agents, or worse - call customers                                                                can easily use to embed our controls into
that have deemed to not be contacted again.                Increase revenue                                    your own app and talk directly to our reporting
Many international government and industry                 Improve sales and increase revenue by making        engine and dashboards. These can create truly
guidelines now call for compliance to ‘do not              more calls per hour by minimizing agent down        specialized applications to work with your IT
call’ lists, it is the responsibility of call centers to   time. CCS Call allows management contact            strategy and architecture.
meet these guidelines.                                     center teams in the most comprehensive fash-
                                                           ion, so that they are performing at the optimum
Real-time Agent management                                 level.
Manage the campaign as it happens, as a su-
pervisor you have access to the real time activity         Performance & results monitoring
of the campaign and agents. By configuring                 CCS Report is a customized view of the cam-
Agent break-out codes, you are able to control             paign showing real time statistics. Displaying
who is logged in to make calls, take breaks and            these key statistics on a large screen can be
                                                           used to motivate staff and by using the ‘Ticker
even reassign them to different campaigns.
                                                           Message’ can advertise a promotion or incen-
                                                                                                                  Combining proactive
When a call has completed, agents can be
prompted to enter a preconfigured completion               tive. ‘KPI Alarms’ attached to Dashboard can           contact with multiple
code, which is immediately reportable on CCS               automatically alert management or staff when
Report and CCS Dashboard.                                  benchmarks have been reached. In depth                 media helps agent
                                                           analysis of campaigns and calling activity can
Compliance and the Do Not Call                             be obtained from CCS Report. Managers can              empower and delivers
registers                                                  run or subscribe to over 150 different historical
                                                                                                                  exceptional customer
To avoid large fines and disgruntled prospects             reports. CCS Report can provide call account-
managers can schedule a campaign to Auto                   ing and visibility to areas of the campaign that       experience.
Able or Disable, to correspond with the expiry             are not immediately identifiable.
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
OUTBOUND DIAL MODE

Preview Mode
In Preview Mode, the system will ‘pop up’ the next selected target de-            an agent, whilst the system can retry the ‘non-positive’ connections on
tails, allowing the agent to view pertinent details like business name,           a specific campaign level retry basis, set by the campaign manager.
contact name and contact number. CCS Call will then dials the number              The management interface allows for configuration of ratios of agent to
when the Agent clicks ‘dial’. When the agent has finished the call, they          callout patterns and agent availability.
can complete any wrap up details and then the next target screen pop
is raised and the Agent clicks ‘dial’ when ready. In this mode the Agent
                                                                                  Business Benefits
controls the pace between each call.                                              • Boost productivity & efficiency
                                                                                  • Ensure your staff have the right information for the right type of call
Progressive Mode                                                                  • Protect your customer database integrity

In Progressive Mode, the next selected target details pops up and after           • Get performance & results

a predefined set interval is automatically dialed by CCS Call without
agent intervention. When the call is completed, the agent has a set time
                                                                                  Features
                                                                                  • Campaign Administration Interface
to complete details, before the next target is popped and dialed. In this
                                                                                  • All Campaigns and Agents available activity in Real-Time Screen
mode the administrator is enforcing the pace between each call.
                                                                                  • Campaign schedule for Auto Able/Disable

                                                                                  • Preview/Progressive/Pre-Emptive Dial Modes
Pre-Emptive Mode                                                                  • ‘Do Not Call’ compliance measures
Many people think of a ‘predictive dialer’ when they ask for this type
                                                                                  • Database/CRM integration
of functionality. The CCS Call Pre-Emptive Dialing Mode dials the se-
                                                                                  • Optional voice recording
lected numbers and determines whether they are a ‘positive’ connec-               • Integrated Reporting - over 150 reports
tion, as in a IVR person, or ‘non-positive’, as in whether answered by            • Configurable completion & Wrap up codes
an answering machine, facsimile, a modem or whether it’s a busy or                • Re-Call Scheduler

engaged signal. ‘Positive’ connections are immediately transferred to             • Configurable Agent break-out codes

          SCREEN DISPLAY FOR iPECS®CCS CALL                                 REAL-TIME STATISTICS AND ALERT MANAGEMENT CENTER

         CCS DESK
                                                                                                                                                           4

                    Ben Demo Agent 9813            1

                    Available

          Number      0749 225 500

          Name        David Dwyer

          Company     Mango 4 Office Tehchnology

          Campaign Tech Training QLD 2009
                                                       2

         Completion Code
         Actions Created
         Answer Machine
         Booking                                                 1   CCS Desk Client Status and Presence Updating
         Busy                                                    2   Completion Code selection for the CCS Call outbound Campaign
         Closed                                                  3   CCS Call outbound Campaign screen pop
                                                       3
         Not Interested                                          4   Real Time CCS Dasboard statistics

Related ERICSSON-LG iPECS CCS Modules                                             Minimum PC requirement:
• CCS Desk: Agent Desktop Client                                                  • Processor: CPU Intel Xeon / Pentium 2 GHz (or higher)
• CCS Record: Integrated & Flexible Voice Recording                               • Memory: 2 GB (or higher)
• CCS Report: Call Accounting & B usiness Intelligence Reporting                  • Hard Disk: 80 GB Minimum (installation )

• CCS Q: Multi-Media Contact Center                                               • OS: Windows 7 or Windows 2008 Server

•   CCS IVR: Intelligent Interactive Voice Response (IVR)                         •   Display: XGA1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                                iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Your Communications Solution

Intelligent Interactive Voice
Response, iPECS CCS IVR
iPECS CCS IVR is a powerful Interactive Voice Response (IVR) Engine and Management
Module designed to offer very sophisticated features with a user configurable interface
that uniquely provides a IVR designer tool in a flow chart design.
The CCS IVR Designer tool allows for advanced users with no development experience
to be able to configure and administrate their own IVR systems and processes.

Business efficiencies and lower                       on simple administration tasks and changes        Help desk status
costs                                                 and even design their own complex IVR             CCS IVR scripts can be developed to provide
iPECS CCS IVR offers businesses the technol-          scripts and features.                             customer help desk ticket status after online
ogy to provide services online via the telephone 24                                                     pin verification and ticket ID entry.
hours a day, without operator involvement taking      Graphic based Scrip Designing
care of transactions and services that do not         Tool                                              Personalized call forward
require personal interaction.                         CCS IVR provides a sophisticated tool             CCS IVR scripts can be developed to provide
With self-service based on the customer informa-      that allows IVR and Call flow script to be        a range of personalized call forward options
tion across interaction, business operation can       designed in a graphical user interface that       for special or VIP clients.
more efficiently operated. Examples include entry     shows the steps in a flow chart manner. Ad-
of customer details, payment by telephone, call       ministrator or manager can easily set the flow    Service bureau & billing functions
routing, telephone booking and much more.             with various icons.                               CCS IVR can provide complete reporting
                                                                                                        and service billing of functions utilized when
Enrich customer relationships                         Customer Pin Code verification                    integrated with CCS Report. Telephone
CCS IVR can enrich and expand customer                Route callers to CCS IVR to collect a unique      Access and Billing CCS IVR scripts can be
services, especially when integrated with CCS         customer PIN to then allow access to personal     developed to provide telephone services via
Q. It allows callers to enter their details while     information or customized services. Personal-     Pin Code Access and the billing information
in a queue and have CCS IVR ring them back            ized Routing By either Caller ID or customer      per account provided when integrated with
when an agent is available to take their call,        PIN Entry - CCS IVR can then access your          CCS Report.
allows customers to enter their PIN or invoice        customer database or CRM and look-up speci-
number so that the agent has all the details to       fied customer service fields that determine how
hand when their call is answered and more.            the call can be routed when integrated with
                                                      CCS Q.
Create new services
CCS IVR enables businesses to provide servic-         V-Commerce                                           Connect customers
es they previously couldn’t, whether by offering      CCS IVR scripts can be developed to provide
services 24 hours a day, new services such as         online customer payments and real time               with Self-Service
                                                      verification in conjunction with compatible e-
payment by telephone, or directed personaliza-                                                             enriching your
tion such as recognition of the caller or their       commerce systems.
reason for calling - before the call is answered.                                                          business and
                                                      Account status
                                                                                                           customer relationship
Empower your business                                 CCS IVR scripts can be developed to provide
CCS IVR includes a unique Designer Tool so            customer information or account status after
that those businesses that wish to can take           online pin verification.
Intelligent Multi-channel IP Contact Center, iPECS CCS Q
Business Benefits                                                          Features
•   Lower costs by enabling more customer self-service                     •   CCS IVR - IVR Designer Tool
•   Enrich customer relationships by allowing them access to their         •   CCS IVR - Real Time Monitor board
    account information 24/7                                               •   CCS IVR - Reports Generator
•   Create new services that generate more revenue                         •   SQL Database architecture
•   Empower your business and differentiate yourselves from the competi-   •   Customer database or CRM integration
    tion                                                                   •   Microsoft engine based Text to Speech

                                              SCREEN DISPLAY FOR iPECS®CCS IVR SCRIPT DESIGNER

                           GRAPHIC: SCRIPT DEVELOPER FOR CCS IVR WHERE YOU CAN ENTER THE PROCESS OF THE IVR

Related ERICSSON-LG iPECS CCS Modules                                      Minimum PC requirement:
•   CCS Desk: Agent Desktop Client                                         •   Processor: CPU Intel Xeon / Pentium 2 GHz (or higher)
•   CCS Record: Integrated & Flexible Voice Recording                      •   Memory: 2 GB (or higher)
•   CCS Report: Call Accounting & Business Intelligence Reporting          •   Hard Disk: 80 GB Minimum (installation )
•   CCS Q: Multi-Media Contact Centre                                      •   OS: Windows 7 or Windows 2008 Server
                                                                           •   Display: XGA1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                      iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Your Communications Solution

Smart Web Chat for
Real-time Customer Service,
iPECS CCS CHAT
iPECS CCS Chat provides your customer with exceptional service by enabling web chat for Instant
Messaging and links your website to your sales and support teams.

CCS Chat for full Multi-media                         One-on-One or Multi-Party chat                   Transfer current or web chat
Contact Center functionality                          Whether you want to chat with one of your        request to others
There are multitudes of ways a new or                 colleagues or a group of them, CCS Chat          Do you require your current chat session or
prospective client can contact your business.         lets you have that private chat or a Multi-      web chat request to be passed on to another
Whether it’s via phone, SMS, E-mail or fax,           Party chat as a group. Need some input           colleague for further investigation or outside
these days, your website is the first point of        from another team member currently not           input? With our CCS Chat ‘Transfer’ feature,
contact for interested parties. Never miss            involved in the chat? Easy, just use the         this is a simple task of finding the agent
another opportunity with CCS Chat integration         ‘Invite’ feature to get them involved straight   required to take the request, ensuring they’re
into our already feature rich CCS Q Multi-            away. Also, with our powerful CCS Desk           available via our presence functionality and
Media Contact Center solution. Let a client           presence functionality, you will see whether     off it goes. And when the transfer is initiated
contact you quickly and easily by logging a           or not that invitee is available to join your    the chat history goes with it ensuring your cus-
CCS Chat web chat request into your inbound           chat session.                                    tomer isn’t repeating information already given
multi-media queue. The next available agent                                                            and giving the context to the new recipient.
will receive the request and immediately start
chatting with your client or opportunity. It’s that   Use CCS Chat as a company
easy.                                                 web chat and instant message
                                                      Let your team communicate quickly and
Route web chat requests to the                        easily by utilizing CCS Chat as your internal
right teams and individuals                           instant messaging module. Long gone are
We’ve already discussed the ease of a client          the times of employees having to leave their
initiating a web chat request through your            desk to talk to another colleague or depart-
website and our CCS Q solution, now ensure            ment, now they can easily send a chat
it goes to the correct department and even            request to one or many fellow employees to
team member! As a business you may have               answer customer enquiries efficiently and
web chat requests for your sales team and             effectively. No need to tie up the phone,
web chat requests for your technical services         a meeting room or having to organize a
department. With our CCS Q routing engine,            conference call, now they can do it all from
we will guarantee that if the person initiat-         the comfort of their own desk. This is a great
ing the request wants to talk to a sales team         tool especially for remote users and remote
member, they will, or if they have a support          offices.
issue, it will be a support team member on the
other end.
Features
•   Integrates with most CRM packages (requires CCS Desk)                       business
•   Integrate CCS Chat with our CCS Q solution for full Multi-media Call    •   Direct the web chat request to our CCS Chat web based desktop client
    Center functionality                                                    •   One-on-One or multi-party chat
•   Route different customer initiated web chat request to specific teams   •   Transfer current chat or web chat requests onto your their colleagues
    like sales, support & accounts                                              quickly and easily
•   Use CCS Chat as a web chat and instant messaging module for your

       SCREEN DISPLAY FOR iPECS®CCS WEB CHAT CUSTOMER SERVICE SCREEN                       SCREEN DISPLAY FOR iPECS®CCS CHAT LOGIN

                                                                                                                                         3

         SCREEN DISPLAY FOR iPECS CCS AGENT PAGE CHAT SCREEN

                                                                                                        SUPERVISOR SCREEN

                                                                            1   Conversation screen
                                                                            3   Ability to transfer the conversation to another agent or bring in
          1
                                                                        3       another agent into the chat

         2                                                                  2   Message box to type responses
                                                                            4   Screen presented to client to initiate CCS Chat and enter
                                                                                their information.

Related EERICSSON-LG iPECS CCS Modules                                      Minimum PC requirement:
•   CCS Desk: Agent Desktop Client                                          •   Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
•   CCS Record: Integrated & Flexible Voice Recording                       •   Memory: 2 GB (or higher)
•   CCS Q: Multi-Media Contact Center                                       •   Hard Disk: 80 GB Minimum ( installation )
•   CCS Call: Multi-Media Outbound & Tele-Marketing Contact Center          •   OS: Windows 7 or Windows 2008 Server
•   CCS Report: Call Accounting & Business Intelligence Reporting           •   Display: XGA1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                                iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Your Communications Solution

Next Generation Customer
Contact, iPECS CCS SOCIAL
Your multi-channel Contact Center strategy must now include Social Media in its vision.
iPECS CCS Social offers your future communications for customer contact management meeting
the needs of today’s customers.

Meeting the needs of customers                   ing adopted by businesses as well. Using a            Real-time monitoring and alert
today                                            simple comment in their Tweet that our clients        management
More and more businesses are choosing to         can advertise, we can then have the cus-              One of the biggest unknowns with Facebook
promote themselves in the Social Media are-      tomer’s number automatically called back by           and Twitter, is being able to monitor the activity
na. Customers today want choices in how they     a member of the customer services team and            from your promotions or marketing through
communicate and it’s not just the telephone      also if either that number or Twitter user name       Social Media easily. Because CCS Social
that is the preference! Twitter and Facebook     is in our clients CRM, we can also pop those          Facebook & Twitter integration is just like all
are increasingly becoming part of the com-       details to the callers screen as reference. We        other queues within the CCS Q system, real
mercial landscape and businesses need ways       have devised the solution so that numbers             time statistics of your Facebook and Twitter
to manage staff and meet their customer’s        can remain anonymous for privacy if that is a         activity can be shown as a value on your CCS
contact preferences. By utilizing the power of   preferred delivery method. The CCS Q Real-            Report Dashboard. Take that a step further and
CCS Q, users can now add on our CCS Social       Time screens and also historical reports, log         you can set levels and thresholds within these
module, meaning even more reach and more         and present traffic and statistical details for all   values, to receive an SMS or E-mail when a
power within your contact center.                Social Media tasks and performance just the           particular level is reached.
Now you can manage and monitor the com-          same as live calls.

munications coming in from your Facebook
and Twitter pages as well as your telephone      Facebook wall post integration
calls and even your E-mail, fax, IM and web      With CCS Social Facebook integration, we

call-back.                                       can take the Twitter call back concept one

Your team can be part of several queues and      step further and actually monitor, queue and

the best part is you can manage these queues     manage all Facebook wall posts posted on

and distribution through the CCS Desk Man-       your company Facebook page. Not only that,

ager screen and monitor with our CCS Report.     but your contact center agents can communi-
                                                 cate with your Facebook friends and clients in

Twitter Call Back Request                        real-time, via their E-mail client, with a simple

Twitter sometimes described as the ‘SMS’ of      reply. No access has to be granted for your

the internet, allows people to enter messages    agents to the Facebook website. As your CCS

no longer than 140 characters long based on      Social Facebook integration is now part of

the simple question of “What are you doing?”.    your CCS Q system, it’s actually a physical

It is one of the fastest growing Social Media    queue within CCS Q, meaning you can man-

marketing tools. It has been widely accepted     age and distribute these posts, with the same

for personal use and is now fast becom-          power as a voice call or E-mail. It’s that easy.
CCS Social Social Media Integration                                   Features
•   Twitter                                                           •   Real-time administration interface
•   Facebook                                                          •   Range of Queue management distribution modes
                                                                      •   Skills-Based Routing for all Social Media requests or posts
Business Benefits                                                     •   Social Media Queue priority & overflow management
•   Connect with your customers with the most popular social media    •   Integrated Reporting
    Tools
                                                                      •   Configurable Completion & Wrap Up Codes
•   Monitor and control posts to your Facebook page without having
                                                                      •   Configurable threshold alarms with the CCS Report
    agents permanently logged on to Facebook
                                                                      •   View statistics on your CCS Report Dashboard
•   Use your Facebook and Twitter pages as effective sales channels
•   Give your customers choice on how they communicate with you

Related ERICSSON-LG iPECS CCS Modules                                 Minimum PC requirement:
•   CCS Desk: Agent Desktop Client                                    •   Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
•   CCS Report: Call Accounting & Business Intelligence Reporting     •   Memory: 2 GB (or higher)
•   CCS Record: Integrated & Flexible Voice Recording                 •   Hard Disk: 80 GB Minimum ( installation )
•   CCS Q: Multi-Media Contact Center                                 •   OS: Windows 7 or Windows 2008 Server
•   CCS Call: Multi-Media Outbound & Tele-Marketing Call Center       •   Display: XGA1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                    iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
Your Communications Solution

Integrated Voice Recording,
iPECS CCS RECORD
iPECS CCS Record is a powerful and flexible Voice Recording Solution with optional
integration to desktop applications such as Outlook or your Customer Relationship Management
System(CRM) or Database.

Meet service demands                               es by clicking on the CCS Record message           also where the recording filename can be
For many business, recording telephone calls       and played back via your PC Multi-Media            appended with codes configured into the call
is a necessity-whether the recording forms         speakers. Messages can be easily E-mailed          completion activity.
part of a business contract, or is required as a   and forwarded.
failsafe or is required for documentation- voice                                                      With the inclusion of CCS Report, this
recordings a serious business technology           Record All                                         becomes your voice recording search and
today.                                             CCS Record optionally allows the administra-       replay interface all via your existing web
                                                   tor to set CCS Record settings for assigned        browser – and of course you have all the
Improved staff capability for                      users to record every voice conversation and       functions that CCS Report provides for your
better service                                     store the files to a central location for review   business reporting needs as well.
Staff can benefit greatly from being able          and/or archive as applicable - the recording       Consider the fantastic advantages of having
to record calls on-demand from a complex           can also be available to be stored under the       your call reporting integrated with your voice
telephone call, a customer compliant or simple     Microsoft Outlook or CRM contact record as         recording !
note taking.                                       standard. Replay messages by clicking on the
                                                   CCS Record Message and played back via             •   Every time you run a call report on statistics
Performance monitoring                             your PC Multi-Media speakers. Messages can         or call traffic and it was voice recorded there
In today’s modern business environment, pro-       be easily E-mailed and forwarded. Optionally       will be a voice recording link ready for you to
viding quality service is a key objective. CCS     the Record playback tab on CCS Desk can            simply click and listen.
Record provides a low cost method to monitor       be screened from the agent so that recording
staff performance on the telephone and use         playbacks are only available by the adminis-       •   Integrate your voice recordings into your
the information for quality management and         trator.                                            CRM or customer database linked to the
training.                                                                                             caller records
                                                   Random Record
Encryption                                         CCS Record optionally allows the administra-       •   Create smart business workflows where
The recordings are stored on disk using            tor to set CCS Record settings for assigned        reports are automatically E-mailed out by
the AES encryption standard. This is the           users to randomly record voice conversations       CCS Report
advanced Encryption Standard, which has            and store the files to a central location for
been adopted by the US government as their         review and/or archive as applicable. As with
recommended standard in 2002. CCS Record           record all calls, the Record playback tab on
uses Microsoft’s own implementation in .net.       CCS Desk can be screened from the agent so               Ensure you have the
                                                   that recording playbacks are only available by           right facts. Review the
On Demand                                          the administrator.
                                                                                                            actual conversations and
CCS Record allows you to record conversa-
tions on the telephone at the click of an icon     Conditional Record                                       analyze them. These
in CCS Desk and then have the recorded             CCS Record optionally allows the admin-                  improve service level and
                                                   istrator to set call completion categories to
conversation stored under the Microsoft Out-                                                                staff capability.
look or CRM contact record. Replay messag-         be presented to the agent which then can
                                                   control whether CCS Record is activated and
Business Benefits                                                                                         •   Allow/Disallow user playback and E-mail of recordings direct from
• Customer Service demands - Accountable service delivery to their                                            CCS Desk client
  customers                                                                                               •   Server based fault tolerant Voice recoding over Analog, Digital, SIP
• Business regulation audit needs
                                                                                                              Trunks or Analog Extensions
• Staff training and performance monitoring – Improve customer reten-
                                                                                                          •   Works over Terminal Services, Thin Client and internet/WAN (please
  tion through excellent service
• Business reporting integrated with CRM and telephony information
                                                                                                              check with iPECS CCS for connection methods)
• Minimize liability, protect against abusive callers                                                     •   Centrally manage user control and access and location of file
• Compliance with legislation - Implement best practices                                                      storage - CCS Report Business Intelligence Reporting search facility
                                                                                                              quickly locates voice recordings for play back
Features                                                                                                      •   Create Agent profiles for management
•   Record All Calls or On Demand or Random Calls                                                         •   Organize recordings storage centrally by agent name or queue/
•   All Recording can be controlled from your desk when integrated with                                       campaign if integrated with CCS Q or CCS Call
    CCS Desk                                                                                              •   Encrypted recordings for security and legal purposes
•   Link recording files to date, time, agent name, Call completion codes                                 •   Efficiency and Time Saving - Create smart business work
    and customer name                                                                                         flows where reports are automatically E-mailed out by CCS
•   Auto-link to CRM or Outlook customer records when integrated with                                         Report that contain the voice recordings of those calls
    CCS Desk                                                                                              •   Payment Card Industry (PCI) compatible (requires CCS Desk)

      SCREEN DISPLAY FOR iPECS®CCS RECORD                   CCS RECORD - INTEGRATION WITH CRM, OUTLOOK OR CUSTOMER CONTACT DATABASE

                                                                                                                                                                                                          5
              CCS DESK

                                              1

                                                                                                 Subject 		                                            Created By        Regarding   Actual End
                       Jack 9801                                                            17 : 28 Incoming Call to 9813 from 5553980                     Jack Harley   Ben Adams   10/11/2009 5:34 PM

                       Available                                                            17 : 28 Incoming Call to 9813 from 55539800 (CCS Record)       Jack Harley   Ben Adams   10/11/2009 5:34 PM
                                                  2
                                                                                            16 : 12 Outgoing Call to 9813 from 5553980                     Tom Harold    Ben Adams   10/11/2009 1:12 PM

                                                                                            16 : 12 Outgoing Call to 9813 from 55539800 (CCS Record)       Tom Harold    Ben Adams   10/11/2009 1:12 PM

                                                                           Phone Call
                                                                           17 : 28 Incoming Call to 9813 from 5553900 (CCS Record)

               3
                                                                Notes

                                                      4
                                                                Click here to enter a new note

                   Play Recording                                   Title: 17:20 Incoming Call to 9813 from 55539000
                   Send Recording as E-Mail                          Note created on 10/11/2009 5:34 PM by Ben Adams
                   Clear History                                    Ben Adams 20091110-172805 55539800.MP3 (734,064 Byte(s))
                                                                    CCS Record voice Recording

         1   CCS Desk options that can be shown or          2   My Status screen where a user can update their presence. This also gets
             hidden by clicking the icon:                       updated automatically when on a phone call or break

                   My Status                                3   Active call screen, screen popping of incoming/outgoing calls, enables drag and drop transfer
                   Active Call                                  features. Ability to have specific scripts pop per DDI, also ability to enter notes against a call that
                   Teams                                        stays with the call
                   CCS SMS                                  4   History of voice recording where you can listen to the voice recording or even send in an E-mail.
                   History of calls                         5   CCS Record Integration with CRM so that you can link the voice recording to the contact that
                   Search facility
                                                                called in CRM
                   Speed Dials.

Related EERICSSON-LG iPECS CCS Modules                                                                    Minimum PC requirement:
•   CCS Desk: Agent Desktop Client                                                                        •   Processor: CPU Intel Xeon / Pentium 2 GHz ( or higher)
•   CCS Report: Call Accounting & Business Intelligence Reporting                                         •   Memory: 2 GB (or higher)
•   CCS Q: Multi-Media Contact Center                                                                     •   Hard Disk: 80 GB Minimum ( installation )
•   CCS Call: Multi-Media Outbound & Tele-Marketing Call Center                                           •   OS: Windows 7 or Windows 2008 Server
•   CCS IVR: Intelligent Interactive Voice Response (IVR)                                                 •   Display: XGA1024 x 768

© Ericsson-LG Co., Ltd. 2013 Ver. 1.0                                                                                                                                                              iPECS is an Ericsson-LG Brand

Ericsson-LG Co., Ltd.
508, Nonhyeon-ro, Gangnam-gu, Seoul
135-985, Korea
www.ericssonlg.com
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