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Call Center Management Systems

Call Center Management Systems. Call Center Management. Plan. Planning. GOAL. Operations. Administration. Implement. Monitor & Evaluate. End Usage. Call Center Management. Current Offering. Call Centre Manager Work Force Management. Planning. Operations. Call Centre Manager.

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Call Center Management Systems

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  1. Call CenterManagement Systems

  2. Call Center Management Plan Planning GOAL Operations Administration Implement Monitor & Evaluate End Usage

  3. Call Center Management Current Offering • Call Centre Manager • Work Force Management Planning Operations • Call Centre Manager • Extension Manager • Directory Manager Administration • Call Centre Assistant • Customer Relationship Management End Usage

  4. Call Centre Manager Management information system for call center supervisors and managers to measure, control and optimize the performance of a call center

  5. Real Time Presentation Call Centre Manager Report Production External Display Messaging

  6. Call Centre Manager • Windows NT based client/server application • Ease-of-use and Windows GUI • Real-time monitoring • 128 ACD groups presented on one screen • Object based security • Report scheduler • Data stored in standard SQL database

  7. Call Centre ManagerReal-time Presentation

  8. Call Centre ManagerReport Generation

  9. Flexible Reports • ACD Group • Agent Group • Agent • ANCD Group • Dialed Number • Call Qualification Code …all with several options!

  10. Third party developed applications Call Centre ManagerReport Distribution ODBC Interface CSV filesHTML files ACD Send e-mail CCM data in SQL server Printer port Web Browser

  11. Sales department Service department CCM Information Manager Client Individual Addressing of Wall Displays

  12. CCM Server TCP/IP NIU CT port TCP/IP CCM InformationManager Client Site1 Node 1 MD110 BC10 NIU NT LAN CT port TCP/IP Site2 Node 2 CCM Information Manager Client Individual Addressing of Wall Displays, Multi-site TCP/IP

  13. Feature Based Licensing • Configuration Manager • Configuration of the call center • Information Manager • Real time information • Wall display administration • Historical reporting • Agents • Number of agents monitored

  14. CCM Client MD110 BC10 Ethernet NT LAN CT port TCP/IP LIM 1 Wall Display Unit CT port TCP/IP LIM 2 TCP/IP CCM Server Load sharing and redundancy (Cold stand-by) Communication Over LAN NIU NIU

  15. NIU Wall Display Unit Ethernet CT port TCP/IP Node 1 MD110 BC10 TCP/IP CCM Client NIU CCM Server CT port TCP/IP NT LAN Node 2 Communication Over LAN Complete networked solution for the Call Center

  16. Allocation Calculation System

  17. Configuration management tool to configure the MD110 ACD functions through a graphical user interface Extension Manager

  18. Extension ManagerThree Levels of User Privileges • Telecom Manager • ACD Supervisor • View update extension • Setup ACD groups, membership, etc • Authorisation Codes, Individual Diversions, Common abbreviated numbers etc. • RVA Message Descriptions • ANCD Supervisor • Setup ANCD Member • Setup ANCD Traffic

  19. Extension ManagerGraphical User Interfaces

  20. Extension Manager & Call Centre Manager Alt 1 Call Center Mgmt D.N.A./CCM server EMG, CCM ACD Alt 2 Telecom Admin D.N.A server EMG, DMG etc. Call Center Mgmt CCM server EMG, CCM ACD

  21. Integrated Management • Launch and Integration with D.N.A. Extension Manager • Allows the user to indicate if RDS(D.N.A.) will be used for CCM configuration • If RDS is used for CCM, then CCM will launch EMG within its program to perform creation, deletion and update of ACD/ANCD/DNIS objectsand system parameters • Launch of CCA ConfigurationApplication from CCM Configuration Application

  22. Launch and Integration with D.N.A. Extension Manager

  23. Launch and Integration with D.N.A. Extension Manager

  24. Call Centre Management Tools • Openness • Flexibility • Integration • Ease of use Supports the call center manager in planning, administrating andoperating the call center!

  25. Call Centre Manager 4.0

  26. What is New in CCM 4.0? • CCA configuration applicationcan be launched by CCMconfiguration application • New ANCD Real Time Windows • Sorting Capability in Real TimeWindows • Report distribution enhancements • New report for Assist feature • New “Mini” Wall Display

  27. Call Centre Manager 4.0 • New ANCD Real Time Windows • ANCD Group window • Satellite Member window • Additional information in existingANCD Group Detail window

  28. Call Centre Manager 4.0 • Sorting Capability in Real Time Windows • Sorting possible based on all criteria except Legend and Time in ACD Group Member, ANCD Satellite Member and Agent Group Member windows • New “Mini” Wall Display • Mini wall display; single line, 20 characters with size 4.3 cm (2.1”), available at lower price

  29. Call Centre Manager 4.0 • Reporting • Option to save report file in HTML format • Option to send the report file via email • Option to specify the location where to savethe report file (CCM Server or client PC) • User can specify the time for scheduledreports to be generated • A new report showing usage of the Assistfeature in CCA (Call Allocation)

  30. ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code Activity Availability Call Allocation (New) Performance Summary Time Allocation New Reports

  31. ACD Group Agent Group Agent ANCD Group Dialed Number Call Qualification Code Activity Availability Call Allocation (New) Call Distribution Performance Time Allocation New Reports

  32. Call CenterManagement Systems

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