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E-BUSNIESS GROUP GENERAL BUSNIESS

E-BUSNIESS GROUP GENERAL BUSNIESS. VoIP Application In Web Based Call Center By WALEED TAREEN. E-BUSNIESS GROUP GENERAL BUSNIESS. AGENDA This presentation details the application and layout of a Web Based Call Center. It will discuss the following: Definition Properties

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E-BUSNIESS GROUP GENERAL BUSNIESS

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  1. E-BUSNIESS GROUP GENERAL BUSNIESS VoIP Application In Web Based Call Center By WALEED TAREEN COMPANY CONFIDENTIAL

  2. E-BUSNIESS GROUP GENERAL BUSNIESS • AGENDA • This presentation details the application and layout of a Web Based Call Center. It will discuss the following: • Definition • Properties • Web Interaction (VoIP) • Workforce Management Integration • System Architecture • Web Contact Data Flow – with separate phone connection • Voice / Data Flow – with VoIP COMPANY CONFIDENTIAL

  3. E-BUSNIESS GROUP GENERAL BUSNIESS DEFINATION Delivering The Right Information To The Right Resource For Every Customer Contact Web based Call Center enables a company to establish customer interaction via Web, Fax / Fax Over IP (FoIP), Voice Over IP (VoIP) and email across an enterprise of Automated Call Distributor (ACD), voice XML, database and desktop applications. COMPANY CONFIDENTIAL

  4. E-BUSNIESS GROUP GENERAL BUSNIESS • PROPERTIES • It should have a centralized management control that allows the users to implement standard set of business rules that uniformly address customer needs. • It should enable the company to implement IP based solutions while leveraging current technology investments. • The software should have consolidated reporting across heterogeneous, geographically dispersed resources. • It should be able to monitor resources on real time basis and be able to deliver each contact to the most appropriate resource in the enterprise. • It should be able to profile each customer from contact-related data such as calling line ID, caller entered digits, data submitted on a web form and information obtained from a customer profile database lookup. COMPANY CONFIDENTIAL

  5. E-BUSNIESS GROUP GENERAL BUSNIESS PROPERTIES (contd.) CENTRALIZES MANAGEMENT CONTROL COMPANY CONFIDENTIAL

  6. E-BUSNIESS GROUP GENERAL BUSNIESS CONSOLIDATED REPORTING PROPERTIES (contd.) COMPANY CONFIDENTIAL

  7. E-BUSNIESS GROUP GENERAL BUSNIESS DESKTOP APPLICATION PROPERTIES (contd.) COMPANY CONFIDENTIAL

  8. E-BUSNIESS GROUP GENERAL BUSNIESS WEB INTERACTION (VoIP) For customers that require assistance beyond the corporate web site can request assistance from a contact center via the Web. All requests along with the customer pro-file is collected and delivered to the most appropriate agent anywhere in the enterprise. Agents can provide immediate support to the customers over web by simultaneously conducting a voice conversation or text chat backed by the relevant visual support such as charts, graphics or any other type of illustrations. COMPANY CONFIDENTIAL

  9. E-BUSNIESS GROUP GENERAL BUSNIESS WEB INTERACTION WEB INTERACTION(VoIP contd.) COMPANY CONFIDENTIAL

  10. E-BUSNIESS GROUP GENERAL BUSNIESS WROKFORCE MANAGEMENT INTEGRATION Forecasting, customer contact volume and agent schedules generated by the workforce management systems can be used effectively in allocating daily resources while facilitating long term planning. For example, scheduling data can be used in routing decisions and to generate adherence reports comparing forecasted versus actual performance. COMPANY CONFIDENTIAL

  11. E-BUSNIESS GROUP GENERAL BUSNIESS WEB INTERACTION (VoIP) For customers that require assistance beyond the corporate web site can request assistance from a contact center via the Web. All requests along with the customer pro-file is collected and delivered to the most appropriate agent anywhere in the enterprise. Agents can provide immediate support to the customers over web by simultaneously conducting a voice conversation or text chat backed by the relevant visual support such as charts, graphics or any other type of illustrations. COMPANY CONFIDENTIAL

  12. E-BUSNIESS GROUP GENERAL BUSNIESS • SYSTEM ARCHITECTURE • Fault Tolerance – For mission critical customer handling, from the network to the desktop, all software components and the external applications links should provide distributed fault tolerance at both the hardware and software levels. • Multi-carrier, Multi-vendor Capabilities – The software should support a heterogeneous environment of carrier networks; ACD, PBX, IVR, Web, fax, e-mail platforms; and complementary software applications. COMPANY CONFIDENTIAL

  13. E-BUSNIESS GROUP GENERAL BUSNIESS • SYSTEM ARCHITECTURE (contd.) • Open Systems – The software should be able to leverage industry standards such as Windows NT, SQL Server, InfoMaker etc. This way customers can reap the benefits of world-class software functionality at a modest hardware cost. Also, it provides a platform for future applications development. • System Partitioning – System partitioning allows for a single software deployment across all divisional lines of an enterprise. This allows individual departments to maintain autonomy over policies, procedures and contact center operation. At the same time the corporation retains the operational control of the system. COMPANY CONFIDENTIAL

  14. E-BUSNIESS GROUP GENERAL BUSNIESS • SYSTEM ARCHITECTURE (contd.) • Scalability – The system should be build for enterprise-wide architecture instead of a nodal or single-site architecture. That way the system is scalable to support multiple contact centers. The system should accommodate any future site expansions while protecting the initial investment. COMPANY CONFIDENTIAL

  15. E-BUSNIESS GROUP GENERAL BUSNIESS Web contact data flow – Call back with collaboration COMPANY CONFIDENTIAL

  16. E-BUSNIESS GROUP GENERAL BUSNIESS Web contact data flow – Call back with collaboration (contd.) • In this example the customer has an internet connection with a separate voice connection. As the customer is browsing the company’s web side, decides to speak to an agent. The customer fills out a web form indicating the reason for contacting the company and locates the button “Speak To An Agent”. • When the Call Collaboration Server (CCS) receives a “Speak To An Agent” request it compiles the form data into making an intelligent decision for routing the request to the appropriate call center agent. COMPANY CONFIDENTIAL

  17. E-BUSNIESS GROUP GENERAL BUSNIESS Web contact data flow – Call back with collaboration (contd.) • The route request sent by the CCS is received by the Central Controller (CC). • Using the customer provided data the CC software performs a database lookup. The lookup does a customer account lookup. Both the account look_up and the Web form submitted are used in making the appropriate route selection to an agent. • The CC responds to CCS with a route decision and at the same time passes the customer profile-data to the Computer Telephone Integration (CTI) interface which makes this information available as data-rich screen pop when an agent receives the contact. COMPANY CONFIDENTIAL

  18. E-BUSNIESS GROUP GENERAL BUSNIESS Web contact data flow – Call back with collaboration (contd.) • The CC passes the information to the company’s web server. Via the CC the CCS establishes a voice call-back form the agent to the customer via the ACD. The CCS also establishes a Web collaboration session between the agent’s and the customer’s browser. • The ACD connects the customer with the agent and establishes voice call. • Now as the browsers are synchronized and voice call established, the customer and the agent engage in a visual collaboration session. COMPANY CONFIDENTIAL

  19. E-BUSNIESS GROUP GENERAL BUSNIESS Voice / Data Flow Note: The sample voice/data flow outlined above depicts an IVR in the carrier network. Alternatively, prompting may occur through an IVR at the premises or through a combination of network- and premises-based IVRs. COMPANY CONFIDENTIAL

  20. E-BUSNIESS GROUP GENERAL BUSNIESS Voice / Data Flow (contd.) • A customer dials the company’s number to make an account inquiry. • The call is connected to a prompt in the network. Through the Customer-Entered Digits (CED) the Network IVR (NIVR) plays a script collection on the account number. • The network sends a route request that contains the dialed number (DN), the calling line ID (CLID), and the account number that was entered (CED) to the central controller (CC). COMPANY CONFIDENTIAL

  21. E-BUSNIESS GROUP GENERAL BUSNIESS Voice / Data Flow (contd.) • Possible route selection of an inquiry is made by looking up the account information from the customer-profile database and parsing the request. This is done based on the real time enterprise resources available. • The software collects the call-context information and instructs the network to route the call to an ACD which sends all call data to the Peripheral Gateway (PG) / Computer Telephony Integration (CTI). • The PG matches the caller data with the call and recognizes the incoming call at the ACD. COMPANY CONFIDENTIAL

  22. E-BUSNIESS GROUP GENERAL BUSNIESS Voice / Data Flow (contd.) • The ACD selects an agent and the PG sends the customer information to the desktop application. • The business application at the desktop presents the customer information to the agent. COMPANY CONFIDENTIAL

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