The Evolved Call Center

THE CLOUD SERVICES COMPANY

IP

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The Evolved Call Center

WHY CHOOSE THE EVOLVED CALL CENTER?

The Evolved Call Center solution provides contact center managers with more control and deeper insight into their contact center operations. By establishing a single cloud-based contact center across multiple locations, call centers can streamline operations and maximize staffing. This unique model enables managers to strike an appropriate balance between effectiveness and efficiency.

The Evolved Call Center is designed to provide

contact centers of any size with access to a

broad range of features, increased scalability and

flexibility, and deep insight into their call center

operations, delivered in an economical

cloud-services model.

Key Benefits: Executives

Lower TCO: Significantly reduce traditional telecom

expenses and maintenance costs while eliminating capex for new equipment and software.

Maximize Staffing: Streamline operations into a single

resource pool across multiple locations.

Flexible: Distribute call center resources simply and

effectively whether in the office, on the road, or at home.

Scalable: Increase and decrease costs with seasonality

and growth. Support unexpected peaks with limitless call capacity.

Disaster Recovery: Queue calls in the cloud regardless

of conditions at any site with built-in contingency routing.

Secure: Take advantage of a private and secure

cloud-based offering from a PCI and SOC III certified organization.

Key Benefits: Call Center Managers

messaging, routing, reporting and desktop management features regardless of budgetary constraints.

Setup Options: Use (and pay for) only the features

you need while providing agents a familiar interface - browser, handset, or both.

Centralized Management: Manage queue activity,

monitor calls and reroute them with a click of the mouse or from your Smartphone/Tablet.

Reporting: Review performance in real time with

ad-hoc reporting or through automated email delivery.

Recording: Retrieve and playback recorded calls, tag

calls for quality management and listen to calls live.

Control: Provide supervisors with unmatched control

over agent productivity and allow administrators point-and-click configuration through the OSSmosis Portal.

Extensible: Prebuilt integrations into popular CRM and

Evolved Call Center Features

ACD Routing Policies Basic Standard Premium

Hunt Algorithms – Uniform, Circular, Regular, Simultaneous, Weighted x x x

Escape out of Queue option x x x

Distinctive Ringing – Ability to have a specific ring per queue x x x Overflow Treatment – Based on Queue Size and/or Wait Time x x x Bounced Treatment – When an available Agent doesn’t answer x x-Enhanced

Stranded Treatment – When no Agents are signed in x x-Enhanced

Force Agent Unavailable – Triggered by bounced calls x

DNIS Routing – Ability to have multiple DNISs pointed to a single queue x

Advanced ACD Routing Policies n

Priority Queuing-Based on precedence of longest wait time x

Night Service – Business and after hours call treatment x

Holiday Service – Calendar based call treatment x

Forced Forwarding – Alternate routing for new incoming calls x

Preserve wait time after forwarding x

DNIS based priority settings and routing policies x

Outbound Dialing by Queue – Agent selects Caller ID x

Greetings and Announcements

Customizable Greetings/Messages x x x

Entrance (including Mandatory playback option) x x x

Comfort Message x x x

Music on Hold x x x

Chained Greetings/Messages/Music on Hold – Up to 4 x x x

Estimated Wait Time or Position In Queue x x x

Comfort Message Bypass x

Queue Announcement via Agent Whisper x

DNIS based Greetings and Announcements x

Agent and Supervisor Features

Web-based service controls x x x

Set ACD State x

*Join Call Center: Activates agent in the Call Center x x x

*Set Call State: Sign-in, sign-out, available, unavailable, wrap-up x x

Web-Based and Desktop client for call management (Agent and Supervisor) x- Add On x-Add On

Auto-answer incoming calls x

Automatically set post call agent ACD state x

Unavailable Codes (Client required) x

Disposition Codes (Client required) x

Queue notification (Web Client)

Reporting

Scheduled Call Center reporting x x

Real Time reporting from Supervisor Client x x

Scalability and Capacity

Maximum number of queued calls per CC 25 50 525

x x

The Evolved Call Center seamlessly integrates into the Evolved Office Hosted PBX service or via callback to legacy PBXs. Agents can gain access to features and control through advanced desktop applications or manage their state via a more traditional handset based interface.

Agent Client, provides a web-based point and click call control, ACD state functions (sign-in, sign-out, unavailable, available, and wrap-up, etc.), assign disposition codes and emergency escalation.

Unity Agent features an intuitive icon based presence interface. Unity provides point-and-click call control and embedded chat that is the perfect add-on for workgroups and functional teams.

For more traditional deployments agents can control ACD state func-tions from their Evolve IP handset.

THE CLOUD SERVICES COMPANY

IP

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The Call Center Dashboard is a web application that delivers queue statistics and thresholds in real-time on a

variety of devices from wallboards to individual PCs, Tablets, and Smartphones.

Call Center Management needs information at their fingertips to make vital decisions about queuing, overflow treatment and call routing.

Supervisor Client an intuitive web-based client, provides call center leaders with the real time queue activity, the

ability to listen to calls, tools to monitor/change agent status, and options to prioritize and redirect calls.

THE CLOUD SERVICES COMPANY

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_{Data Sheet}

Reporting is vital to ensure adherence, compliance and service levels within any call center. The Evolved Call Center offers flexible reporting to meet the various needs of call center Supervisors, Management and Executives.

Queue reports provides the queue activity metrics for an individual queue, multiple queues, or by DNIS. Key

met-rics like call volume, abandoned calls, ASA, and service levels are readily available.

Agent reports provide rich insight into agent performance and behavior. Understand where time is spent

and how calls are being handled.

THE CLOUD SERVICES COMPANY

IP

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Call Center Managers require complete control over agent and queue productivity. The award winning OSSmosis Portal allows administrators point-and-click configuration and real-time changes.

The flexibility and power of the Evolve Call Center can be managed by Call Center leaders based upon the real-time staffing and volume demands. Call Center leaders can adjust their call routing, announcements, and Enable on-site or remote call quality and compliance activities. Search, retrieve, tag, and export recorded calls based upon criteria such as the agent, calling party and date/time. Listen to live calls or call recordings through an easy-to-use web interface.

THE CLOUD SERVICES COMPANY

IP

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Recording

The Evolved Call Center is supported by standards based APIs, enabling businesses to easily integrate the solution into internally developed or third party applications. Due to this extensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Workforce Management solutions.

THE CLOUD SERVICES COMPANY

IP

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