Presentation Transcript

1. Reports Call Centre Recording ONE Live Dashboard Mobility ONE Solution One Number Mobile Integration Extension Anywhere Home Worker Hot Desk
2. Owned and developed solely by SpliceCom Launched Sumer 2009 SpliceCom UNIQUE feature set Free 30 Day Customer trials Additional Revenue generator Phase 2 will add Vision Call Centre Solutions Prepare for SpliceCom VISION…
3. Customer Vision Technology is not enough reason to change Cost Cost reduction and management is vital for all businesses Capacity Guaranteeing opportunity for optimum performance Competition Be Better than the competition
4. What is Vision? A suite of Applications Simple Install, auto-configures, Menu driven A View of your business world Its drives and guides your business Totally INTEGRATED with maximiser No Third Party Gateways or application software Combines processes that are normally separate More than just a management package…
5. Why Vision? Intimate Integration Accurate interpretation Customer desire for ONE solution ONE point of technical contact Network non-intrusive No Client Software Core System Attributes Additional application options
6. Vision Applications VISION Reports (Base Product) Totally INTEGRATED Call Logging & Management package Totally INTEGRATED Off–Switch Voice Processing resource VISION Mobility (Option Pack) Totally INTEGRATEDRoaming Mobility and Web Page Solution Equivalent of PCS iPartner on a WEB Page Laptop, PC, iPhone, Blackberry, HTC or Mobile with web page VISION Live (Option Pack) Totally INTEGRATED Live Status/Statistics with dynamic wallboard VISION Recording (Option Pack) Totally INTEGRATED Call Recording Archiving and Playback
7. Builds on the Vision Server architecture Vision Architecture 5100 Call Server LAN Switch Phone Module Apple PC - Vision Server Vision Call Centre Task Engine
8. Vision Architecture 5100 Call Server LAN Switch Phone Module MAC - Vision Server Vision Call Centre Task Engine 5100 Call Server LAN Switch Phone Module IP WAN Only ONE Vision Server required across multiple sites
9. REPORTS
10. Vision Reports CAPACITY Have you got enough? OR too much? COST Where is the money being spent? Can you save money? PERFORMANCE How good is your business? How much better could it be? DO YOU HAVE A COMPETITIVE EDGE?
11. Vision Reports 21 Pre-defined Historical Reports Scheduled Reports -> Email Type1 - Capacity Planning Trunks / Intra-Module and Voice Processing usage Type2 - Cost Analysis Tariffs input by Partner/Customer Type3 - Call Performance Profiles Call Response, Abandoned Calls, Period Breakdown
12. Vision Reports Custom Reporting Groups Can contain users or Depts Week Definition for International territories Integrated Off-Switch Voice Processing Platform Off-Switch Option (Originally Linux PC) High Capacity Call Recording, Meet Me Conference maximiser application expansion option Currency definition for International territories
13. Vision Reports Select your favourites And put them under My Reports
14. Custom Reports Customisable “Report Groups” on any set of individuals or Groups Scheduled Reports emailed to the User as and when required
15. Capacity Planning Easy to Read Colour Coded Easy to drill down Unique Vision Reports Graphic & Text Unique data records Capacity planning
16. Capacity Planning Graphic & Text
17. Capacity Planning Unique Data -> Voice Processing License Usage
18. Cost Analysis Network Costs in a Snapshot
19. Cost Analysis
20. Cost Analysis Cost by User, Dept, Company or Custom Reporting Group
21. Call Performance Detailed Performance Analysis – Vision Unique
22. Call Performance
23. Call Performance Abandoned Calls Calls to Voice-Mail
24. Call Performance Calls Abandoned in Auto Attendant
25. Call Performance Abandoned Calls Caller called again Calls rung back Number/Name match with CRM
26. Call Performance Call breakdown allows users to drill down Diagnostic info on call quality Ring time Talk time
27. Vision Reports Relevant Reports Cost Saving Reports Capacity Reports Performance Monitoring Reports Easy to compile Easy to Access User Permissions
28. Permissions Permission levels User Own recordings Recordings options
29. Vision LOGS Real Time Call Logs from maximiser network Number – Source, Destination and Answered by Name – Source, Destination and Answered by Call Duration & Cost Quick Snapshot Status Calls In / Out Today Auto Refresh Call Search facility
30. Single & Multi Site ONE VISION platform supports single site and multi-site maximiser operation maximiser’s “local Call Log” is stored on call server HDD Vision Polls each Call Server in the network in turn to retrieve Call Logs automatically If WAN/LAN link fails, maximiser stores Call Log until Vision can poll next time Fully automatic & resilient to network failure Call Log can be retrieved overnight / timed
31. RECORD
32. Why Call Record? Legislation – “must do…” Training – “should do…” Good business practise – “should do…” Contract confirmation – “should do…” Performance proof – response times measured against accuracy of request Remember maximiser performs the Call Recording process… (VP Licenses)…
33. Vision Record Call recording management OPTION… Internal or External Calls Integrated Call Recording Archive/Management/Playback Encryption from Apple PC (256AES) VISION automatically polls Call Servers for .wav files and transfers them back to network server (Vision PC, NAS or SAN) Speaker icon indicates recording present - playback directly from call entry
34. THE Difference In-built Call Recording as standard Simple to configure Intuitive to use Straightforward to upgrade and expand Easy to cost-justify with every sale Free 30 day trial for SpliceCom customers FULLY INTEGRATED WITH THE MAXIMISER!!!!
35. Recording Licenses Concurrent Call Recording Licenses can be purchased one at a time. A Grey loudspeaker icon indicates that not enough Recording Licenses are available to listen to this particular call recording. These call recordings will be deleted after 45 days unless the appropriate number of CCR Licenses are added. For security, an Audit Trail shows who has listened to each Recording. Based on IP Address.
36. Concurrency ? A license is required for each call recorded concurrently e.g. The system will record all calls (None are missed), however if you only have two call recording licenses and three calls are recorded at the same time, you will only be able to listen to the first two. The third call is still stored in VISION (Icon is Grey) and if you upgrade the number of call recording licenses you will be able to listen to the third call. NOTE: The third recording will only be kept for 45 days.
37. Record Benefit The way the concurrency licenses work on maximiser is a HUGE advantage!! On other call recording solutions, if you don’t have the license, you don’t get the recording. This can cause massive problems if an important call is missed – you cannot retrieve something you don’t have! You can choose to record all calls, specific departments, specific extensions and even specific dialled numbers
38. Vision Record Recording speaker icon shows the call was recorded User can play back icon is grey if not enough Vision licenses Permissions can be set for playback
39. Vision Record Send recordings ( unencrypted ) to colleagues Easy access to and play back of Encrypted Recordings - including an audit trail of who has previously accessed the Recording
40. Record - ALL Calls To record all calls you will need to ensure that you have enough call recording licenses to record each line. e.g. 30 lines will require a minimum of 30 call recording licenses You may also want to allow for internal calls NOTE: If you do not have enough call recording licenses, the calls can still be recorded and stored for 45 days and a simple license upgrade will allow you to listen
41. Record - DEPT Calls You can choose to record one or more departments e.g. record calls to support and sales but exclude accounts, directors, IT and stores. If a call comes in to a department where calls are recorded and is then transferred on to another extension outside that department, it will continue to be recorded regardless of whether or not the user has call recording enabled.
42. Record - From EXTN This simply requires the message box license to be enabled for that user More importantly, you avoid the numerous configuration problems found with traditional extension side recording !! Anyone who has ever had the misfortune to set up extension side recording will really appreciate this!
43. Record - Dialed Numbers This is one of the most distinctive features available Because the solution is fully integrated, you can use the dial plans on maximiser to determine which outbound calls are recorded This means you can record all outbound calls or just calls to specific numbers e.g. calls to a specific client !! Try getting that on your add-on black box!!
44. VP Licenses maximiser provides 4 to 16 channels of Voice Processing licenses per Call server Most systems requiring recording will therefore run the Voice Processing off-switch – This can now be on a VISION Server! VISION supports approx 100-200 concurrent sessions, subject OS-X platform – !! Just imagine how much a 100 channel Call Recording Solution is from other manufacturers!
45. Multi-Site Record ONE VISION platform supports single site and multi-site maximiser operation maximiser’s “recordings” are stored on each Call Server HDD or network server Vision Polls each Call Server in the network in turn to retrieve Recordings automatically If WAN/LAN link fails, maximiser stores the recordings until Vision can poll next time Fully automatic & resilient to network failure Recordings can be retrieved overnight / timed
46. Record Storage Recording is hard disk hungry!!! 0.5MB for each 1 minute recorded You MUST allow for storage when quoting on VISION RECORD… Example A - Recording 2 users who are constantly on calls 2 x 60 x 8 = 960 minutes. 0.5 x 960 = 480MB per day or 2.4GB per week Example B - Recording all calls to a support department with 10 users, where users spend on average 5.5 hours a day on calls. 10 x 60 x 5.5 = 3300 minutes. 0.5 x 3300 = 1.65GB per day or 8.25GB per week
47. Record Multi Site ISDN ISDN Data-link Data-link VP Off-Switch Option Data Network VP Off-Switch Option Data-link VISION Record Call recordings accessedvia VISION Record ISDN VP Off-Switch Option
48. Vision Record VISION Reports gives you the stats – you want to dig even deeper – actually HEAR the call! -> VISION Record With in-built call recording on the maximiser, nothing could be simpler…just add your call recording licences…then View………….click……………..play Call recording does not get any easier than this!
49. LIVE
50. Vision Live VISION Reports – Historic Data VISION Live – In Call Data Calls queuing? Time Waiting in Queue? Busy Extensions? Incoming calls? VISION Live provides a visual indicator of queue activity on the maximiser via Web Browser Panels
51. Vision Live VISION Live – NOW information vital for all businesses What is happening? What has been missed? What can be done more? Monitor any number of Depts Agent Desk-top queue summary Supervisor aid for multiple Queues Add additional custom built wallboards Web Browser based
52. Vision Live Create custom real-time wallboards
53. Vision Live VISION Live Custom Real-Time Wallboards Designed by the user for the user Dynamic Graphs Status Manager Web Page updates Queue status All on one single heads-up display
54. Vision Live DASHBOARD or WALLBOARD
55. Vision Live Graphic display Queue Status BLF & WEB feed
56. Vision Live Varied information on one display - performance tiles - status information in customized layout - Vision Reports inserted into view - web pages e.g. sales report figures
57. Vision Live
58. MOBILTY
59. Vision Mobility PCS iPartner web page Unique Browser/Java based iPartner control Requires port 80 for external access iPhone, Blackberry V4.6, HTC and PC control of office telephony features via a web browser Other Mobile Phone browsers with Java may also have option (Nokia etc.) PCS browser option when PCS60 is not permitted on user PC – Restricted networks (Public Sector) Unaffected by Firewalls and LAN issues
60. Applications Browser based PCS Partner option when PCS60 not allowed Web based PCS iPartner control Extension quick settings management Centralized BLF / speed dials Personal call logging, missed calls Remote iPartner control when VPN or voice quality not available – iPartner Call back feature Full maximiser LDAP contact database for easy look-up while on the move
61. Vision Host Call Servers VISION Mobility Internet Remote Phone/GSM Apps & Management Info Only
62. Laptop / PC Extension Quick Settings Total control slide Speed Dials / BLF LDAP Contact DB Personal Call Log
63. Laptop / PC Re-introducing and Re-inventing Business Partnership
64. iPhone WWW URL skin for Mobile or PDA Contact with VISION Fits iPhone very well PCS Web command and control Directory, BLF Status, Transfer, VM and Extension Quick settings control
65. iPhone Re-introducing and Re-inventing Business Partnership Full web view Smart Phone web view
66. iPhone Extension Quick Settings Personal Call Log
67. iPhone Full LDAP maximiser contact search Enter name & associated number appears Click to make call and hold, transfer, switch features appear
68. iPhone Remote iPartner Call Back Call Record Transfer
69. iPhone BLF / Favourites / Speed Dials Scroll up and down to view status Same as PCS
70. HTC HTC Web Browser HTC Hero
71. BlackBerry Blackberry Web Browser Blackberry 4.6 and above Bold 9000
72. Third Party IP Phone? Vision Mobility PCS Browser Directory access BLF Status Missed Call Information Quick Settings management Dial back function (Requires ESP) Everything PCS iPartner except ‘IN-Call’ Control
73. Summary…
74. REPORTS MOBILITY LIVE RECORD VOICE PROCESSING OUR VISION….
75. FULL suite of business applications Visibility of communications activity Freedom from proprietary Desktop applications Highly Demonstrable value-adds Applicable to existing maximiser customers or new maximiser prospects
76. Vision Solutions SpliceCom’s Integrated Call Management Application Operates on any Apple MAC OSX (Intel) Platform Uses MAC AES for encryption, High Reliability, Secure Bundled with MySQL database Almost no administration – Automatically detects changes on the maximiser and updates accordingly WEB Browser enabled for Viewing & Scheduling Voice Processing (VP) Port Off-Switch resource No Linux PC’s required!
77. Outstanding Innovation No legacy technologies underlying product architecture Scalability without limitation Extensions, Sites, Trunks & Applications Key technology “now of age” IP infrastructure Web Integration iPartner for analog handsets provides IP functionality Multimedia Handling Network & Application Convergence Solutions Unified messaging Mobility Solutions
78. Reports Call Centre Recording ONE Live Dashboard Mobility ONE Solution One Number Mobile Integration Extension Anywhere Home Worker Hot Desk