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I Care Contact Center Solution Example Scenario: Inbound Call

Who is the best-qualified resource from companies point of view? Who contacts? Service required? Customer Value? Open tasks? Last contacts? I Care Contact Center Solution Example Scenario: Inbound Call TK ICare Contact Center PSTN Phone T1 / E1 Media Routing Server (VCE)

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I Care Contact Center Solution Example Scenario: Inbound Call

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  1. Who is the best-qualified resource from companies point of view? Who contacts? Service required? Customer Value? Open tasks? Last contacts? ICare Contact Center SolutionExample Scenario: Inbound Call TK ICare Contact Center PSTN Phone T1 / E1 Media Routing Server (VCE) Customer Care Server (ICare) T1 / E1 Agents Fax Switch CRM- System Other applications Internet Supervisor E-Mail LAN

  2. Result: Agent A of Skill group X with phone no 123 ICare Contact Center SolutionExample Scenario: Inbound Call TK ICare Contact Center PSTN Phone T1 / E1 Media RoutingServer (VCE) Customer Care Server (ICare) T1 / E1 Agenten Fax switch CRM- System Other applications Internet Supervisor E-Mail LAN

  3. Who contacts Service required? MRS ICare CRM MRS Customer value? Open tasks? Last contacts? switch Remote MRS T1 / E1 T1 / E1 IP IP IP Intranet PSTN LAN local Phone T1 / E1 Fax IP T1 / E1 Remote switch

  4. Result: Agent A of Skill group X with phone no 123 MRS ICare CRM MRS switch Remote MRS T1 / E1 IP IP T1 / E1 IP Intranet PSTN LAN local Telefon T1 / E1 Fax IP T1 / E1 Remote switch

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