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The TFB - NEC Advantage

The TFB - NEC Advantage. TECHNOLOGY FOR BUSINESS Corporation. Presentation Summary. Our Background Why TFB? Product Architecture Design Highlights Modules. TFB Company Background. Products Packaged and custom CTI / IVR / Reporting software for contact centers and vertical markets

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The TFB - NEC Advantage

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  1. TheTFB-NECAdvantage TECHNOLOGY FOR BUSINESS Corporation

  2. Presentation Summary • Our Background • Why TFB? • Product • Architecture • Design Highlights • Modules

  3. TFB Company Background • ProductsPackaged and custom CTI / IVR / Reporting software for contact centers and vertical markets • Platform FocusNEC NEAX 2400 and NEAX 2000 • PedigreeSince 1989 providing solutions for such organizations as General Motors, Japan Airlines, Tempur-Pedic, Enron, Mandalay Bay, BC Rail, Los Angeles County…

  4. Why TFB? Data Web Reports IVR Voice CTI

  5. Why TFB? • Feature-Rich • Proven Suite of Packaged Features • True call blending • Cradle-to-Grave Reporting • Multi-channel contact – email, web • Multi-site Solutions • Industry-Specific Solutions

  6. Why TFB? Why TFB? • TFB Design Approach • Open Architecture • Built on industry standards • The user owns reporting data • Ongoing R&D – Support for emerging standards • Failsafe to ACD functionality

  7. Why TFB? Why TFB? Open Architecture • Benefit - Investment Protection • Open API, Open Data • Application Integration to Infolink

  8. Why TFB? • Superior Integration • Unmatched NEC Infolink Support • Integration among TFB modules • Desktop Integration for Screen Pop to any open application • Integration to your databases now,and databases you implement later • Integration to your voice recorder

  9. Why TFB? Why TFB? • Superior Customization • Agile development services • Open API • GUI configuration

  10. Why TFB? Why TFB? • Superior Track Record • Just ask… • Los Angeles County • Tempur-pedic • Japan Airlines • Cobb EMC • Taylor-Made Adidas Golf • …or hundreds of other satisfied TFB users.

  11. Why TFB? Why TFB? • SUMMARY • Feature-Rich • TFB Design Approach • Open Architecture • Superior Customization • Superior Integration • Superior Track Record

  12. Products Data Web Reports IVR Voice CTI

  13. Products D E S I G N Architecture • Modular, Scalable, Open • Integrated Functionality • Customizable

  14. Products D E S I G N Design Highlights • True Contact Blending • Cradle-to-Grave Reporting • The End-User Owns the Data

  15. Products DESIGNED FOR MULTIPLE CONTACT CHANNELS With TFB, your customers can choose how they contact you. Your Contact Center

  16. Products DESIGNED FOR MULTIPLE CONTACT CHANNELS TFB Modules manage Inbound Phone, Web Chat, Email or proactive Outbound Calls.

  17. Products ROUTING • OPTIONS IN QUEUE • IVR Modular TFB features route calls, offer options to callers, and streamline customer service.

  18. Products REPORT • MONITOR • CONTROL Modular Reporting and Monitoring lets you track agent and caller activity across the ACD AND CTI Server.

  19. Products SCREEN POP • AGENT TOOLS Modular tools for the agent desktop help streamline agent-caller interaction.

  20. Products CTI SERVER / MEDIA SERVER PLATFORMS Integrated functionality through TFB CTI Server 5 And Media Server Platforms

  21. Products INTEGRATION TO INFOLINK • MIS LINK TFB Modules provide full integration to NEC’s Infolink and MIS Link

  22. Products MODULAR • INTEGRATED • MULTIMEDIA Choose the features you need knowing your investment is protected, fully integrated, scalable, and open.

  23. TFB-NEC A Comprehensive Solution Data andApps TFB Reporting TFB Web Contact Your Voice Recorder TFB CTI/IVR Voice

  24. For More Information 877-612-4832 Sales@tfbc.com www.tfbc.com

  25. Products

  26. Products

  27. Products

  28. Products

  29. Products

  30. Products

  31. Products

  32. PART IIThe NEC-TFBAdvantage TFB Web Contact Your Voice Recorder TFB CTI/IVR TFB Reporting

  33. Opportunity Comprehensive Solution PART II Data TFB Reporting TFB Web Contact Your Voice Recorder TFB CTI/IVR Voice

  34. Opportunity Integration to NEC PART II • Call Center Suite • Skills / Criteria-based Routing • Cradle-to-Grave Reporting • Real-time Supervisor Reporting • Vertical Applications

  35. Opportunity Integration Example PART II • TFB ACD Reports • A Cradle-to-Grave Reporting package • Comprehensive call and agent data across ACD/IVR/CTI • Voice Print integration lets users research in ACD Reports, then listen to call recordings by clicking embedded links

  36. Win-Win Benefits Opportunity for TFB/NEC for Customer PART II • TFB/NEC has a long working relationship • Virtual Que Positions, No hardware used • Open system, Infolink Connect API, exporting of data, and true ownership of data • Reliability • Seamless Integration, Investment protection • Low hardware investment • Can interface with any other databases, write custom apps, customize reports • Maximum Up time

  37. PART II TFB Products Demos

  38. WhyTFB ? PART II Increased Client Retention And Satisfaction. • Skills Based Routing of Voice, E-mail & Web Contacts • Callback and Web Chat Functionality • View Agent Queue Status • Customized Messaging for VIP Clients by Caller ID • Ability to Provide Back up Support During Peak Periods

  39. WhyTFB ? PART II Cost Reduction and Containment. • Extensive Reporting Capabilities • Call Log for Missed, Dialed or Answered • Scalable Between NEC Product Offers • Improved Agent Productivity and Less Agents

  40. WhyTFB ? PART II Profitability of Operations • Automated Inbound Sales Through 24 Hour Operation • Informative Screen Pops Increasing Skill Level • Outbound Dial Campaigns • Turn Your Contact Center Into a Revenue Center

  41. TFB-NECResults PART II Build on your existingInvestment Migrate Systems& Infrastructure Enhance Customer Experience Enhance TeamExperience

  42. TFB AgentChat PART II • Save Inbound Toll costsRoute customers from your web site for immediate service via chat. • Handle More TrafficYour agents handle multiple customers simultaneously • Feature-rich • Supervisor Broadcast, Monitor, conference • Forbidden word alert • Internal agent to agent chat and Web Chat Functionality Multimedia Customer Touch Points

  43. TFB AgentChat PART II • Easy Interface Lets Agents Handle Multiple Chats • Pop Up Info Shows Customer Details Multimedia Customer Touch Points

  44. TFB AgentChat PART II • Collaborate By Pushing a Web Page to Customer • Supervisor Features Include Real time Monitor Multimedia Customer Touch Points

  45. TFB AgentChat PART II • Your Web Page Retains Your Look & Feel Multimedia Customer Touch Points Simple Web form interface allows the customer experience to follow your look and feel

  46. TFB AgenteMail PART II • Track, Manage, and Route Route customers from your web site for immediate service via chat. • Offer Customers OptionsYour customers expect the option to contact you by email • Feature-rich • Search • Supervisor approval mode for agent training • Use your company’s HTML template Multimedia Customer Touch Points

  47. TFB AgenteMail PART II • RoutingEmail Routed to Agents from Queues • Easy to Use Interface • Agents Do It All in One Interface! • Reply / Escalate/ Transfer • Apply your proprietary HTML template Multimedia Customer Touch Points

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