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How do people communicate?

How do people communicate?. Land line? Mobile phone? SMS? Email? Fax? Web? Chat?. How should a business communicate with customers?. Land line? Mobile phone? SMS? Email? Fax? Web? Chat?. Each communication method has its own attributes. Communications Method Attributes

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How do people communicate?

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  1. How do people communicate? • Land line? • Mobile phone? • SMS? • Email? • Fax? • Web? • Chat?

  2. How should a business communicate with customers? • Land line? • Mobile phone? • SMS? • Email? • Fax? • Web? • Chat?

  3. Each communication method has its own attributes Communications Method Attributes Inbound Calls Call volumes fluctuate Revenue generating? Staffing levels need to be predicted to match call volumes Outbound calls You decide when to call You pay the cost of the calls May require multiple calls to reach a customer Emails “Free” to send and receive Many can be sent at the same time – bulk sending Customers perceive email as “slow” SMS Messages Instant communication Many can be sent at the same time – bulk sending You pay per message (but it is cheaper than calling a mobile phone) Web Call-backs Customers tell you when they want to be called You pay the cost of the calls May require multiple calls to reach a customer Web Chat Instant communication Customer is already looking at your online presence Staffing levels need to be predicted to match chat volumes

  4. Everyone has a computer and a telephone – Adaptive CTI is about making both office tools work together better

  5. Overview: • Adaptive CTI makes life easier – it provides a link between your telephone system and desktop computer • Features: • Screen-based call control • Highlight a number, grab it and dial it • See the status of other users’ telephone extensions • List your last 100 inbound, outbound and missed calls • Keep a list of your personal contacts and display their name when they call you

  6. On-screen call control plus “Grab and Dial” Highlight a number in any application and click the “Grab and Dial” button Type a number and click the “Dial” button See the status of other users’ telephone extensions and see your call lists Answer Hang Up Hold / Retrieve Transfer

  7. See the status of other users’ telephone extensions Each user can choose to monitor Adaptive users and any of the extensions on the telephone system When monitoring users, you can see if they are logged in and if their extension is available, off-hook, making or receiving a call or in Do Not Disturb When monitoring an extension, you can see if it is available, off-hook, making or receiving a call or in Do Not Disturb

  8. See the status of others users and extensions You can see the status of each user and extension number that you have chosen to monitor You can initiate a call to a person or extension by simply double-clicking on their icon

  9. Call lists and personal contacts list You can keep a list of your personal contacts including name, company, telephone number, DDI and mobile Each user has a personal list of their last 100 inbound, outbound and missed calls Double-clicking on an entry in any of the call lists automatically dials that number Hot-seating – wherever you log in, your call lists and personal contacts follow you

  10. See who is calling you before you answer your telephone If your personal contacts list has an entry that corresponds to a caller’s CLI, their name is displayed when your telephone rings You can set the Adaptive Desktop to “pop up” automatically when your phone rings and “go away” when your call ends You can use “see who is calling” to prioritise your calls and avoid time-wasters

  11. Overview: • Adaptive CTI Professional – increases productivity in the office • Features: • Screen-pop PC applications using keystroke macros • Screen-pop based on DDI as well as CLI • Ability to add logic to screen-pops using VB Scripts • Programmatic interface • Company-wide contacts list with links to SQL databases • Schedule call-backs for yourself and others • Call privacy – ability to restrict user and extension monitoring

  12. See who is calling, with automatic update of the Company Contacts List You can import your company-wide contacts from your CRM or customer database If your company contacts list has an entry that corresponds to a caller’s CLI, their name is displayed when your telephone rings You can choose to display the company contacts list to all users – they can then dial a contact by simply clicking on an entry Data can be imported manually from a CSV file or automatically using ODBC or SQL

  13. Schedule call-backs for yourself and others You can schedule call-backs for yourself, individuals or teams Each call-back has a name, telephone number, alternative telephone number and notes When the call-back is due, and you are available, the call-back dialog is displayed automatically – simply click the “Dial” button to make the call A comprehensive database keeps track of all call-back activity and history

  14. Call privacy – restrict user and extension monitoring Ability to restrict other users and extensions from being monitored Provides privacy for managers and senior executives: for example, as a manager, you may wish to monitor your team but not allow your team to monitor you Hot-seating – wherever you log in, your privacy settings follow you

  15. Save time by screen-popping and dialling from your application(s) Screen-pops can be configured to run when the telephone rings or is answered, or from a button during a call Different users or departments can have different applications screen-popped Screen-pop and dial from any database that supports First Party TAPI 2.1 Screen-pops for ACT!, GoldMine, Maximizer, MS Outlook and Salesforce One custom screen-pop: NMS can configure a custom macro to screen-pop using keystrokes

  16. Screen-pop MS Windows applications using keystroke macros “If your database can be navigated using your keyboard to search using a caller’s telephone number or name, then you can screen-pop it” Adaptive CTI Professional provides an easy-to-use keystroke macro editor for creating screen-pops Screen-pops can be triggered when the telephone rings or is answered Screen-pops can also be triggered from buttons or the Macros menu on the Adaptive Desktop, at any time during a call

  17. Add logic into screen-pops using VB Scripts Adaptive CTI Professional screen-pops can use VB Scripts to apply logic to screen-pops For example, if an external call arrives with the DDI of the sales team, it can run a screen-pop to present the sales database. However, if the call has the DDI of the support team, the support database will be popped instead. Samples provided are: Internal or external call? Take action based on CLI Take action based on DDI

  18. Programmatic interface Adaptive CTI Professional includes a programmatic interface that enables in-house programmers to create screen-pops and add call control to their applications Call information can also be passed to VB scripts and other executables Code examples: The following example VBScript will dial 0845 612 4000: Dim obj Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.Dial "08456124000" The following example VBScript will hang up the active call (if any): Dim obj Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.HangUpActiveCall

  19. Benefits: • Dialling from your computer saves time – up to 10% of manually dialled calls are misdialled! • Knowing who is in, who is out and who is busy saves time • Seeing who is calling enables you to prioritise important calls • Screen-pops save up to 20 seconds per call • Knowing whose call you missed means you can call back important customers – before they call your competitors! • Business applications: • Every office can benefit from CTI!

  20. An easy-to-use computer program that lets you type a text message on your computer and send it, delivering lower costs and increased productivity to your business

  21. Overview: • Adaptive Desktop SMS enables you to write and send SMS messages from your PC • Features: • Create an SMS message on your computer and send it • Highlight a number, grab it and send an SMS message to it • Bulk send – create and send an SMS message to many people at the same time • Centralised message database with search / audit facilities • Programmatic interface

  22. Write and send an SMS on your PC Send an SMS message to a mobile phone Schedule the time and date to send the SMS message Use standard paragraphs to speed up typing your message

  23. Write and send an SMS to many people at the same time Bulk send option - allows you to send the same message to many mobile phones Contact all your staff at once! A great way of keeping in touch with your customers: ideal for sales promotions, special offers and customer incentives

  24. Keep track of all messages sent and received All messages are stored in a central message database You can find ALL messages to or from a customer, regardless of who sent them and which desk they were sitting at at the time All messages can be reviewed, audited and printed

  25. Message transmission by GSM Modem or Internet Service • Messages can be sent using an Internet based service • Outbound messages only • Pay per message (in advance via a website) • Messages can be sent and received using GSM Modems • Support for up to 8 GSM Modems • Each GSM Modem can send and receive approximately 1200 messages per hour

  26. Programmatic interface Adaptive Desktop SMS includes a programmatic interface that enables in-house programmers to create SMS messages within their own applications Code examples: The following example VBScript will create a new, blank, outbound SMS: Dim obj As Object Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.CreateNewBlankSMS The following example VBScript will create a new outbound SMS to a mobile phone number 07700123456, with "Hello how R U?" as the text message; the SMS will be sent immediately: Dim obj As Object Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.CreateAndSendNewSMS "07700123456", "Hello how R U?"

  27. Benefits: • Sending an SMS message is cheaper and quicker than making a call to a mobile phone • SMS is a great way of keeping in touch with field-based personnel • Most people read SMS messages as soon as they arrive • You can send the same message to thousands of people at the same time – great for sales promotions! • Business applications: • General business – anyone! Schools, healthcare, garages, hotels, restaurants, field service, nightclubs, hairdressers, car hire, etc.

  28. Recording calls protects your company, your customers and your staff

  29. Overview: • Adaptive Call Recorder enables you to record all calls and makes it easy to search for and listen to recordings • Features: • Analogue, ISDN Basic Rate and ISDN Primary Rate options • Connects to the telephone lines and records all calls • Uses industry standard PC with USB or PCI options • Can be used stand alone, or with other Adaptive modules • Comprehensive search criteria makes it easy and quick to locate, listen to and export recordings

  30. Line side recording – calls recorded as they enter your building • Analogue, BRI and PRI options • Analogue 8 channel • BRI 4 and 8 channel • PRI 15 to 120 channel options • Uses a dedicated (industry standard) PC • USB units or PCI cards • All recordings saved to hard disk • Call data stored in an SQL database • External applications can be integrated via SQL

  31. Adaptive Call Recorder is available in three levels of software

  32. Comprehensive Search Criteria • Search criteria, when used as standalone call recorder: • Start date and time • End date and time • Call duration • Inbound call CLI (if presented) • Inbound call DDI • Outbound call dialled number • Five user Management Console supplied as standard

  33. Search criteria are available when used with a supported phone system • Search by extension: • Extension number • Start date and time • End date and time • Call duration • Inbound call CLI (if presented) • Outbound call dialled number

  34. Search criteria are available when used with Adaptive CTI • Adaptive CTI Basic • Search by Adaptive username • Adaptive CTI Professional • Search by company name • Search by contact name • Search by all “company contacts list” fields

  35. Search criteria are available when used with an Adaptive dialler • Dialler Campaign reports • Single campaign • Multi-campaign • Ability to filter by call outcome • Example: “All campaigns we ran this week where the call resulted in an appointment”

  36. Benefits: • Recording all calls protects your company, customers and staff • Recording calls means you can settle disputes quickly • Users like their calls recorded because it makes it harder for a customer to dispute what was said • Listening to calls can help with training and enables you to reward your people based on their performance • Business applications: • Anybody who does business by telephone!

  37. Increases the productivity of people who make outbound telephone calls

  38. Overview: • Adaptive Progressive Dialler enables you to schedule and manage campaigns of outbound telephone calls • Features: • Ability to manually import call data from CSV files or automatically import data from ODBC and SQL compliant databases • Support for multi-number dialling • Support for multiple simultaneous campaigns and queues • Blend inbound and outbound calls • Comprehensive management reporting

  39. Quickly and easily set up outbound calling campaigns Adaptive Campaign Editor makes it easy to set up new outbound dialling campaigns Choice of manually importing a list of numbers and corresponding names from a comma-separated text file (CSV) or using ODBC or SQL to automatically collect call data from a database

  40. Ability to customise dialling settings for each campaign Ability to specify multiple telephone numbers for each contact Call a contact at home, at work and on their mobile Ability to specify call preparation time, wrap-up time and how many times to call engaged and unanswered numbers

  41. Ability to specify result codes and rescheduling options for each campaign Ability to create an unlimited number of result codes per campaign Result codes specify the next action for the call Ability to specify if users are allowed to reserve a rescheduled call for themselves and how long into the future calls can be rescheduled for

  42. Screen-pop your database when call is presented The Campaign Dialog shows information about a call and allows the user to select a result code from a list Campaign-specific screen-pops will present a database at the correct record You can have different screen-pops for different campaigns (e.g a sales campaign call can pop the sales database and a service campaign call can pop the service database)

  43. Support for interactive HTML scripts HTML based interactive scripts can be used instead of screen-pops

  44. View comprehensive management information Adaptive Management Console provides real-time and historical reports You can monitor exactly what your users are doing and how successful your campaigns are Historical reports show how effective each team and individual is You can report on the effectiveness of campaigns and export the results

  45. Export result data to an SQL database Automatic export of Adaptive report data into an SQL database enables customers to use their favourite report writer to generate custom reports Data exported includes user, extension, and campaign activity Microsoft SQL, My SQL and SQLite databases are supported

  46. Benefits: • Progressive dialling can double the number of effective calls that each user can make per hour • Better management reporting leads to better staff management • Users like progressive dialling – it makes their life easier • Increased productivity leads to increased profitability • Business applications: • Anybody who makes 100 or more calls per day • Telemarketing, credit control, users of CRM applications • Outbound call centres

  47. Increases the productivity of people who make outbound telephone calls to consumers

  48. Overview: • Adaptive Predictive Dialler automates the process of dialling customers. It predicts how many calls need to be dialled at any one time to keep all users busy, then dials the calls • Features: • Ability to manually import call data from CSV files or automatically import data from ODBC and SQL complaint databases • Support for multi-number dialling • Support for multiple simultaneous campaigns and queues • Progressive, Overdialling and Predictive dialling modes • Comprehensive management reporting

  49. Quickly and easily set up outbound calling campaigns Adaptive Campaign Editor makes it easy to set up new outbound dialling campaigns Choice of manually importing a list of numbers and corresponding names from a comma-separated text file (CSV) or using ODBC or SQL to automatically collect call data from a database

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