TEAM WORKFLOW MANAGEMENT SYSTEM

(1)

TEAM

WORKFLOW

MANAGEMENT

SYSTEM

(2)

You will earn:



Use Skillset as a management tool



Define Workflow scenarios with teams'

areas of excellence



Appreciate best performers and KPI's

achievers



Scheduling and task automatic

distribution and notifications.



Align individual goals with

departmental goals with KPI's



Business relevance and hands-on

approach



Exposure to a variety of market sectors

and case studies

Small and Medium businesses are the builders, of any rising economy, they share more than

90% of GDP worldwide, Enhancement of internal business processes, and customer

awareness, is our mission in MAIN TELECOM.

For SMEs each employee has diverse of skills, and roles, and circulating these talents

smoothly, over various jobs, predicting shortages, forecasting alternatives, and analyzing

results, and productivities, will help to maximize the use of your resources, upgrade overall

performance, and maximize your business profit.

TEAM Workflow Management, allows to select the right person to perform the task, ultimately

have the biggest impact on productivity. TEAM WFM includes typical skillset examples of what

can be measured in different processes, giving you the tools to select the best performance

scenario, guide to team synergy.

TEAM

Workflow Management

(3)

ENHANCE YOUR BUSINESS

PROCESS,

WITH

BEST WORKFLOW

MANAGEMENT SYSTEM

Forecasting:

Estimations and calculations of needs:

Calculating needed Call Center Agents No., Seats No., Shifts and Channels Lines for a project according to customer needs and calculating its cost , -Ability to determine the volume of traffic and customer inquiries on a particular day, project or team

Employee Self Service:

Automatic allocations, and work assignments, and notifications.

Automated access into information via voice portal (IVR) or Web portal (Intranet)

Workforce Scheduler/ Tracking:

 Using predefined rules to automatically optimize the schedule and use of resources, and manage periodical maintenance schedules.

 Automatic Attendance, Absence management and Vacations requests

 Automatically assigning work orders within predefined zones to particular Employees

Projects Evaluations:

 Evaluating projects progress according to Achieved Target

 Percentage of allocated tasks, against workforce

 Revenue per Task/ Group, Monthly/Quarterly

 Integrate different departments inside one measuring platform Score Cards:

Measuring average handle time, quality of service, service level, and revenue per call for, First Call Resolution for each agent

Mobile Dashboards:

 detailed tailored analytics, and dashboards, directed to your smartphones

Help Desk Enhancement:

 Ability to track complains, access information, and Escalation Process

 The System, will create periodic follow up reports, and convert common problems into FAQ,

(4)

Mobile

Dashboards

Customer

Request Scheduling Financials Human

RESOURCES

TEAM WFM

Simplicity

• Accelerated return on investment (ROI) with fast and easy implementation

• Minimized training time and costs with extreme ease of use

• Reduced operating expenditures (OPEX) with low installation, training and maintenance costs

Strategy

• Increased business visibility with both past and real-time intelligence to enable strategic, customer oriented decisions

• Sound business decisions with data that is consolidated from multiple business, customer and operational systems

• Enhanced customer understanding with better access to real-time business indicators that help you anticipate market trends

Customer focus

• Intelligent customer service with comprehensive, real-time information that helps your teams sell

• Enhanced quality of service with consolidated, up-to-the-minute data

• Improved response times with real-time data collection and display

Openness

• Increased flexibility with an intuitive web interface and widgets that can be easily displayed on any LCD, or computer screen so data can be monitored from virtually anywhere

• Customized views and program displays to match your business objectives

TEAM

Workflow Management

(5)

CCS-

IPX

CRM-

Office

Modear

PMS

Definitions :

 CCS-IPX : VOIP Telephony& Call Center System

 CRM: Customer Relationship Management

 PMS: Performance Management System

 WFM: Workflow Management System

TEAM

WFM

 Sending SMSs automatically to the

manager if today Service Level decreasing

than 70%.

• Service Level: is the handled calls that

meets ring or talk time predefined

conditions.

TEAM ^WFM

High Level Architecture Design

(6)



HR Management - Automate, integrate, and manage all your personnel,

calendaring, and accounting processes.



Project& Production management – Manage resources, and inventory across

multiple warehouses, and manage production orders based on material

requirements planning.



Workforce management – Optimize resources allocation, over various work

schedules, and conditions.



Customer relationship management - Grow customer profitability and

increase customer satisfaction with effective sales and opportunity

management, and after-sales support.



Marketing - Automate your market research activities, and focus on customer

satisfaction, and first call resolution.



Reporting - Act on instant and complete information with comprehensive,

real-time reports.

Telephony Activities

Activities Distribution Calendar& Scheduling

Skill Set:

TEAM

Workflow Management

(7)



MAX Contact Center: Enhance Agents productivity, through monitoring and self coaching,

Customer Satisfaction, with fast service, and Forecast Business Future, through

accumulated interaction experiences.



MAX Interactive Voice Response: Manage self services, introduce automated messages,

enabled with Text to Speech engines, professional call routing, to optimize telephone traffic.



MAX Call Recording System: Ensure Service Compliance, and document transactions,

analyze call types, voice compression techniques, towards effective backup management,

and after-sales support.



MAX Automatic Dialer System: Automate your Outgoing campaigns, using your own

customer filtered Dbase tables, with 30% more productivity.



MAX Wall Boards, Project Analyzers: Enhance teams awareness and competitions, instant

performance indicators, and news center, to dynamically interact, with variables.



MAX Customer Relationship Management CRM: Your Entire process backup and data mining

tool. Act as instant and complete information bank with instant, detailed reports.



Modear Performance Management System: PMS, allows to select and develop the right KPIs

to measure the processes which ultimately have the biggest impact on productivity



TEAM Workflow Management : empower employee with multiple roles, and circulating these

talents smoothly, over various jobs, forecasting alternatives, and analyzing results.



TEAM Workforce Management: allows to select and dispatch the right skilled personnel, and

measure the processes which ultimately have the biggest impact on productivity.

Performance Management

Enterprise Infrastructure

Workflow Management

Contact Center

S/W Packages

Business Process Automation

(8)



Alcatel-Lucent Partner, enables leader technologies, in voice, and

switching solutions



Experts in the area of voice and data convergence, which minimize

integration headache



MAX Contact Center software platform, enhances customer loyalty,

and business opportunities



Modear Performance Management System, defines organization

goals, and measure performance.



TEAM Workflow Management, smooth's internal processes, and

automate tasks, scheduling based on skillsets



20 years experience serving Egyptian, and middle eastern markets

