Intelligent Multi-channel IP Contact Center, iPECS CCS Q
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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.
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
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
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
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.
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
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.
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
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.
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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