SI3000 Contact Center

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TABLE OF CONTENTS © Vsebina te ga do kumenta je la st pod jetja Iskrate l i z Kran ja in je n i do volje no prepi so vati , ra zmnože vati ali ra zkriti tr etji ose bi br ez pi sn ega sogla sja lastni ka. 1. General Information...5 1.1. History... 5

1.2. Glossary and Abbreviations... 5

2. Introduction...6

3. Contact Center Global Overview...6

3.1. General Characteristics of the SI3000 Contact Center... 8

3.1.1. Solution Architecture... 8

3.1.2. Inbound/Outbound and Blending Contact Center Campaign support... 8

3.1.3. Complex Call Routing... 8

3.1.4. Data acquisition by means of the contact center’s activities... 8

3.1.5. Strengthening of the direct contact between agents and customers... 8

3.1.6. Connection of contact center databases with the company’s existing databases... 9

3.1.7. Real time Management... 9

3.1.8. Interactive communication... 9

3.1.9. The possibility of using additional services and features... 9

3.1.10. Statistics – monitoring agents’ performance and efficiency... 9

3.1.11. Automation of call distribution functions and integration of call, data, and speech processing ... 9

3.1.12. Automated control of selected calls and call records... 10

3.1.13. Call distribution, multi-tasking management, data recording and the statistical processing Management and distribution of other communication channels...10

3.1.14. Unification of calls from different telephone networks...10

3.1.15. Recording of calls/conversations... 10

3.1.16. Implementation of the latest technologies CTI and VOIP (Voice over IP) telecommunications ...10

3.1.17. Multilanguage support... 10

3.1.18. API Interfaces for Integration with external solutions and Information systems10 4. SI3000 Contact Center General Description and Functionality...11

4.1. Advantages of a Modern Contact Center... 11

4.2. Si3000 Contact Center Interaction Flows... 11

4.2.1. Simultaneous Inbound and Outbound Functionality and “Call Blending”... 11

4.2.2. Managing Inbound Interaction... 13

4.2.3. Call Distribution (ACD)... 13

4.2.4. Call Flow Procedure... 14

4.2.5. Call Queuing... 14

4.2.6. Managing of other type of media channels...15

4.2.7. Fax Message Distribution (AFD)... 15

4.2.8. Automatic E-mail Distribution (AMD)... 15

4.2.9. Automatic Document Distribution (ADD)... 15

4.2.10. Automatic SMS, MMS Distribution (ASMSD)... 16

4.2.11. Automatic Web-Chat Distribution (AWCD)... 16

4.2.12. Automatic Social Network Post Distribution (ASNPD)... 16

4.2.13. Outboud Call Campaign... 16

4.2.14. Social Networks Integration... 17

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5. SI3000 Contact Center Architecture... 17

5.1. SI3000 Call Center Server (CCS)...20

5.1.1. Functionalities of the SI3000 Contact Center Server...20

5.2. SI3000 Work Flow Server (WFS)...21

5.2.1. Functionalities of SI3000 Work Flow Server...21

5.2.2. SI3000 Work Flow Editor...21

5.3. SI3000 112 Work Flow Server (112 WFS)...22

5.4. SI3000 Communication Unit, SI3000 Voice Services Server (VSS)...23

5.4.1. SI3000 Voice Script Library...24

5.4.2. SI3000 Call Center Queue Library...24

5.4.3. SI3000 Virtual Call Center Agent Library...24

5.4.4. SI3000 Televoting Library...24

5.4.5. SI3000 Conference Server Library...25

5.4.6. SI3000 Fax Server Library...25

5.4.7. SI3000 Fax Server Library Characteristics...25

5.4.8. Functionality of SI3000 Voice Script Editor...26

5.5. COCOS Contact Center Client...28

5.5.1. Basic Features of SI3000 Contact Center Agent...28

5.5.2. Extended Features of SI3000 Contact Center Agent...30

5.5.3. Summary of the contact center agent's functionality...30

5.6. SI3000 SIP PC Phone...31

5.6.1. Basic Features of SI3000 PC Phone...31

5.7. Contact Center Administrator...32

5.7.1. Levels of administration...32

5.7.2. Basic features of Contact Center Administrator:...33

5.7.3. Real Time Supervisor Management Tools, Statistics, and Reports...34

5.7.4. Agent profile administration...34

5.7.5. Contact Center Activity and Agent Status Monitoring...34

5.7.6. Alarming and warnings...38

5.7.7. Wall Board Display Support...39

5.8. Contact Center Screen Form Editor...40

5.9. Web Chat Module...41

5.10. Campaign Management Module...42

5.10.1. Basic features of Campaign Management...43

5.10.2. Running of Marketing Campaigns...43

5.11. Document Management System...44

5.11.1. Recording, storage, retrieval and reproduction of call recordings...45

5.12. Knowledge base Module...46

5.13. Staffing Module...47

5.14. Planner Module...47

5.15. Software requirements...47

5.16. Reliability of Contact Center...49

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1. General Information

Issue

This document consists of 49 pages; all pages are issue number 01.

1.1. History

Issue Date Reason for changes

01 January, 2012 Original release.

Glossary and Abbreviations 1.2.

ACD Automatic Call Distribution

AMD Automatic Mail Distribution

AFD Automatic Fax Distribution

ADD Automatic Document Distribution

BRA Basic Rate Access

CCA Contact Center Agent

CCC Contact Center Client

CCS Contact Center Supervisor

CCS Contact Center Server

CT Computer Telephony

CTS Computer Telephony Server

CIM Customer Interactionship Management

CRM Customer Relationship Management

DB Data Base

RDBMS Relational Database Management System

GW Gateway

ISDN Integrated Services Digital Network

IVR Interactive Voice Response

PBX Private Branch Exchange

PC Personal Computer

PD Predictive Dialling

PRA Primary Rate Access

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Note: In this document the term Call Center is sometimes used instead of the term Contact Center. The Contact Center essentially originates from the functionality of the Call Center and upgrades it with the support of additional communication channels. A detailed description can be found below in this document. Furthermore, the terms customer and client are used synonymously, and they also refer to potential customers. The terms contact center agent, operator, and user are also used interchangeably. The term administrator can refer to a technical systems administrator, but also to an administrative supervisor or manager. An attempt has been made to separate these terms when appropriate.

2. Introduction

SI3000 Contact center presents a solution which enables mass communication with custumers using different communication channels: telephony, IVR, faxes, emails, SMS, MMS, Web-based communication like Web-Chat and social networks.

The Contact Center to provides different type of services to it’s custumers.

3. Contact Center Global Overview

Most successful companies set as one of their main objectives to become a leading company in their field of activity, with an emphasis on proactive handling of customers and a target-oriented offer. Their mission is to position the company by means of a clear and recognizable identity, attract new clients, and to retain and satisfy them and turn them into loyal clients. The goal is to make a satisfied customer a loyal customer!

The trend in the today business world is increasingly moving from the usage of material goods towards individual needs, which calls for a change of products and services.

For your company to be successful also in the future and create profit it is necessary to learn how to actively react to the needs of your clients. Already today you use different communication channels to reach your customers: phone, fax, e-mail, web, sms, mms,

social networks and personal communication. With such, the quantities of data about

your clients increase due to the range of interaction sources.

Focusing on the client and actively and efficiently using data about them can greatly contribute to an organization’s competitiveness. Use of e-business programs and applications (systems) for managing customer contacts (Customer Interactionship Management – CIM, Customer Relationship Management – CRM) has become a must on the way to achieving objectives.

However, it is important to be aware of the fact that in order to achieve loyal and profitable customer relations in practice a great deal more is required than just setting up an analytical CRM system. The first step is to organize, regulate, and control all the company’s interactions with its customers, buyers, suppliers, business partners, etc. The next step is to understand how CRM adapts to the organization’s business strategy, what the understanding, motivation, and loyalty of the employees are, etc.

Why implement the Contact Center or CIM (Customer Interactionship Management) system?

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• To proactively react to changing markets;

• To know your clients and treat them as individual subjects;

• To work efficiently (through the optimization and automation of processes); • To manage several communication channels simultaneously;

• To control different media types.

The contact center represents an entry point to communication with the customer in

the business world, where there is a growing emphasis on increasing the quality of the services offered and developing high-quality long-term customer relationships. Many companies have started to make quicker use of information such that it rapidly reaches everybody for whom the information is intended.

Figure 1: The Call Center evolves into the Contact Center

After years of development call centers increasingly came to be communication centers, which in communication with the customers started to support other communication channels beside voice (telephone): fax, e-mail, documents, SMS, MMS, web-chat, social networks. Thus the call center became a CONTACT CENTER. The contact center is not just a work environment for rapid processing of inbound and outbound calls, fax and e-mail messages, documents, and SMS, MMS messages, but it is also becoming a center for mutual cooperation between the company and its

customers and for internal management and handling of processes related to clients. Thus the contact center represents the central entry communication point of a company with its clients.

SI3000 Contact Center suite enables companies to implement a complete information system with a desktop computer telephony integration strategy, to simplify administration, and to increase ease-of-customization.

Furthermore SI3000 Contact Center solutions enable companies to improve customer service, optimize effectiveness, and generally reduce expenses. CTI enables a number of efficient functions: intelligent call routing and dialling, screen-based telephony with automated display of information - based on caller-provided information from an IVR or other interface, and the coordinated transfer of data information along with call transfer.

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SI3000 Contact Center solutions deliver benefits to both the customer and the contact center. Moreover, if the contact is subsequently transferred to another agent, coordinated voice/data transfer is provided including sending customer-profile data along with the contact. The system maintains the customer state and data, even across heterogeneous equipment, throughout the life of the contact - from agent to agent and site to site.

3.1. General Characteristics of the SI3000 Contact Center

3.1.1. Solution Architecture

Solution is based on Client/Server Architecture. Server and Clients are communication between each other using TCP/IP protocol. Solution is based on CTI technologies. © Vsebina te ga do kumenta je la st pod jetja Iskrate l i z Kran ja in je n i do volje no prepi so vati , ra zmnože vati ali ra zkriti tr etji ose bi br ez pi sn ega sogla sja lastni ka.

3.1.2. Inbound/Outbound and Blending Contact Center Campaign support

Contact Center is support establishment of multiple Inbound/Outbound/Mixed call campaigns running simultaneously.

Contact center support configurable distribution of incoming/outgoing calls, emails, faxes, documents, SMS, MMS, web-chat and social network events.

3.1.3. Complex Call Routing

Contact Center is support complex call routing of all kind of media channels. Smart Call Routing parameters are configurable from dialled campaign number, time of day and day of week, number of free operators, number of calls in queue, waiting time to call priorities, qualification of operators (Skill Based Routing). All mentioned parameters may be applied when calculating the priority and routing destination of a call or any type of other media in a queue.

3.1.4. Data acquisition by means of the contact center’s activities

All events and data connected with the system operation (phone calls, agents’ logins and logouts, phone numbers, etc.) and the data gathered through interactions with customers (which are directly entered into the POP-UP forms) are stored in standard databases (SQL) or in Document Management System (DMS) and are available for later processing or import/export into other systems. This enables us to have control over the activities, to have access to acquired information, and to be able to use this data with other software solutions (Microsoft Office, Open Office, Microsoft Exchange, Oracle, Access, Navision, etc.).

All customer related data preserve customer unique user GUID which is used as user identifier in CIM/CRM system.

3.1.5. Strengthening of the direct contact between agents and customers

The system automatically transfers the customer to the agent responsible for this customer, so that the client always talks with the same person, who knows his needs and habits, and is therefore able to adapt his service, offer, etc.

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3.1.6. Connection of contact center databases with the company’s existing databases

Integration into existing systems and applications enables up-to-date data about clients, contractual relations, open obligations, etc. and with such also automatic caller identification (recognition). Consequently it enables skill based routing, processing of specialized tasks, and work flow management. System support integration with major DB solutions (MS SQL, ORACLE).

3.1.7. Real time Management

All events are stored into databases, allowing execution of various real time reviews, statistical analyses, and the generation of reports which enable the supervisor real time work force management and adjustment of contact center resources according to present needs (e.g. the number of agents in different campaigns and time periods). All call routing configuration can be configured on-the-fly without any interferences or restrictions to work of contact center.

© Vsebina te ga do kumenta je la st pod jetja Iskrate l i z Kran ja in je n i do volje no prepi so vati , ra zmnože vati ali ra zkriti tr etji ose bi br ez pi sn ega sogla sja lastni ka. 3.1.8. Interactive communication

Call transfer or task distribution among individual persons within the contact center or the company is supported by the simultaneous transfer of processed data.

3.1.9. The possibility of using additional services and features

For example, Interactive Voice Response (IVR) enables users to direct clients according to their requirements, value segmentation, agent skills and qualifications, etc. On the other hand, with the help of tone dialling clients can also search for desired information themselves: e.g. automatic messages about prices, payment status, general information, etc., for which the use of a ‘live’ agent is not cost-efficient.

3.1.10. Statistics – monitoring agents’ performance and efficiency

Statistics can show the total number of incoming and outgoing calls, answered calls in different time intervals, total and average conversation time, data time, pause time, wait time, reaction time, service levels, etc. Based on the call statistics and history records it is possible to carry out an optimization of resources, work force management, future planning, optimization of activities, etc.

3.1.11. Automation of call distribution functions and integration of call, data, and speech processing

The contact center includes the IVR application with call distribution, and the agents’ and supervisor’s work-station running on a Windows platform, which operates in real time and at the same time offers the possibility to review the historical records of events.

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3.1.12. Automated control of selected calls and call records

In addition the operator has direct access to specific information about the caller or about the person who he is calling.

3.1.13. Call distribution, multi-tasking management, data recording and the statistical processing Management and distribution of other communication channels

Email, fax, documents, web-chat, and SMS, MMS, social network events as possible elements of mutual communication are distributed within the contact center in the same way as voice (calls).

3.1.14. Unification of calls from different telephone networks

This enables the users of different networks access to the contact center within their network which enables them cheaper phone calls (not including the cost of switching from one network to the other) and at the same time it brings the client and the company closer.

3.1.15. Recording of calls/conversations

The contact center supervisor or agent himself (if allowed) can turn on or off the recording of calls as needed. Calls are recorded on central location (CCU) and as fall back on agent workplaces. All call recordings preserve link to original call data in CRM/CIM.

3.1.16. Implementation of the latest technologies CTI and VOIP (Voice over IP) telecommunications

Enables the employees of the contact center to prepare, test, and use the services which will be implemented in the coming years.

3.1.17. Multilanguage support

Basic Database Data Model of Information System is in English Language. Application user interfaces are localized to Romanian, Russian and English language. Technical (developers’) documentation is in Russian and English language. User (Operater) Manual documentation is in Romanian and Russian.

3.1.18. API Interfaces for Integration with external solutions and Information systems

Solution support range of documented API interfaces on different modules implemented as Web Services, ActiveX, .... enabling integration with customer existing solutions and information system.

All mentioned API interfaces are integral part of a solution and does not require additional licenses. As a part of project professional services additional custom API interfaces can be developed based on custom specification.

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4. SI3000 Contact Center General Description and

Functionality

4.1. Advantages of a Modern Contact Center

Modern contact centers are more and more often a part of our everyday communication.

The most efficient ones are those in which intensive communication with the clients is

conducted over numerous communication channels at the same time (voice, fax, e-mail, web, SMS, etc.) and where agents can use customer databases – either for providing information and help or data capturing (subscriptions, sales, etc.).

The biggest advantages are shown in the optimization of agents’ work. Namely, the

contact center takes over their most time-consuming work – dialling and distributing calls or other communication carriers (fax, scanned documents, SMSs, etc.), searching for the right customers data, etc.

The contact center as a integrated system enables controlled and efficient use of

telephony and other forms of communication that optimizes simple but time-consuming tasks: dialling of phone numbers, redialling in the event of a busy signal, execution of call-backs, reminders (appointments), entry of the caller’s data, distribution of fax messages, e-mail messages, documents, etc. The mentioned tasks are executed in the contact center and so unburden the agents, who can then entirely focus on the work and efficiency in providing the best customer service possible to their clients.

The core of SI3000 Contact Center is a CTI call center server which has complete control

over agents’ work stations. In connection with databases and the contact center settings, it distributes inbound calls among available agents, together with the caller’s data from the database. For outbound campaigns the server automatically dials a phone number in the call base and transfers it to an available agent after the call to the customer successfully connects.

In addition to the advantages regarding the manner of organizing the agents' work, one of the main advantages of the contact center is that it enables centralized control over all work carried out through the contact center– the recording of all interactions and events that occur and the preparation of statistical analyses and reports.

All this with the purpose of contact center work optimization, achieving higher productivity and efficiency, with one goal above all: to build quality long term relationships with customers in order to ensure their satisfaction and loyalty.

4.2. Si3000 Contact Center Interaction Flows

4.2.1. Simultaneous Inbound and Outbound Functionality and “Call Blending”

Call distribution is entirely in the contact center server's domain, which according to the setup of the call campaigns, agent-operator skill groups, time of call, agent availability, queue size and many other criteria assigns a call to a particular call campaign and to a defined agent. Calculation of call priority can use Skill Based on Smart call routing

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algorithms. Inbound calls can be classified as calls which have selected a service number that requires direct communication with a live agent, or as automated services which only include communication with the Interactive Voice Response system.

All Campaign related parameters can be configured real-time without interferences to work of agents of contact center.

All inbound calls are taken over by the IVR server, on which several services are installed simultaneously. Each service has a pre-set scenario of communication between the user and the server. The communication flow can be one-way, such as simple messages in queues which notify the user of the service selected and which is followed by information about available agents in the queue, or two-way, in which the user chooses from among optional services with tone dialling. Services can include just the playing of pre-recorded messages, or, based on the customer’s or user’s entry (for example his phone number and other data in the database), answers to entered requests are provided by means of a simple speech synthesis system. © Vsebina te ga do kumenta je la st pod jetja Iskrate l i z Kran ja in je n i do volje no prepi so vati , ra zmnože vati ali ra zkriti tr etji ose bi br ez pi sn ega sogla sja lastni ka.

Today’s businesses are increasingly focused on a proactive customer approach, rather than passively waiting for the call. And outbound dialling is definitely one means of proactively contacting customers, especially when the solution is flexible and productive. Outbound dialling and call blending are especially vital to companies that desire outbound capabilities and demand maximum utilization of contact center resources.

SI3000 Contact Center is an outbound contact solution based on inbound / outbound call blending. SI3000 Contact Server Suite enables you to organize inbound and outbound campaigns simultaneously with the same group of agents, and to maximize the performance of the contact center, since outbound call volume is based on inbound traffic (when inbound traffic is low, outbound calls are automatically generated for a specified campaign).

While in a blended mode, both inbound and outbound calls are delivered to the same group of agents dynamically. The blending solution enables an agent to switch between inbound and outbound calls on a call-by-call basis, but agents themselves can not change their individual state between inbound and outbound. This transition is dynamically executed via a contact center administration script based on skill group settings.

The SI3000 Desktop Agent employs the use of call variable information to determine on a call-by-call basis what type of call is coming in, and it can then identify the agent with the most appropriate tools for handling the call or any other type of media.

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4.2.2. Managing Inbound Interaction

As mentioned above, the contact center manages inbound contacts, i.e. calls, faxes, emails, SMS, MMS, documents, etc. It takes into account different waiting lists, priority lists, call campaigns, etc. - depending on the type of service. Every type of service and contact has its own process work flow, consisting of a list of tasks and qualified agents or groups of agents responsible for solving them. These work flows can be adjusted or generated by the customer himself using the GUI user tool - Workflow Editor.

Figure 6: Work Flow Editor Screen Form (created by Work Flow Editor)

4.2.3. Call Distribution (ACD)

The goal of the contact center is to distribute calls so efficiently that 85% of all contacts will be solved by the first telephone call.

Automatic call distribution is one of the most important functionalities of the SI3000 Contact Center. Its greatest advantage is the very short response time which an agent has to take a call. If your contact center offers more services, you can publish/use different numbers to support them. Furthermore you can even prioritize each number so that for certain services you will be able to maintain a higher service level, and calls can be routed to certain groups of agents, depending on their skills and/or IVR information.

The IVR unit is an important part of the contact center which offers customers basic information about queue times and complex interactive menus from which the customer can obtain desired information.

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Therefore, the SI3000 Contact Center solution enables you various options: - Call routing depending on the CLIP (the caller’s number),

- Call routing depending on the called number, - Call routing depending on the time,

- Call routing depending on the call queue time,

- Call routing depending on agent skills (skill group/level), - Call routing based on information on the IVR,

- Call routing based on previous data (e.g.: if a customer calls often, the call should be redirected to the agent with whom the customer talked the last time – if the agent is available).

Agents are able to “mark” a customer the next time the customer calls, the call is routed to the same agent (if available).

4.2.4. Call Flow Procedure

The contact center server is capable of supporting various services. Customers can differentiate between them by means of the number they called or the selected option on the IVR menu. As described above, all inbound calls are routed to the interactive voice response system, where the customer first hears the “welcome” announcement. With more complex scripts on the IVR menu further options for the selection of various services can be offered. Based on the customer’s selection (the DTMF code), the call is distributed (redirected) to the appropriate group of agents or an automatic message is played.

Based on the user’s specifications at the time the center is purchased, basic scripts are prepared as part of the system/application setup. Subsequently, IVR scripts can be changed or adjusted by the system user (administrator) himself by using the IVR script editor tool.

When a call is distributed directly to an agent, the system automatically searches for the first available agent (i.e. the agent who has been waiting for a call the longest within the specified call campaign). If at that time there are no available agents, the call is put in a waiting queue and a hold announcement is played. There are several options, from normal pre-recorded messages, the announcement of the waiting queue, the time to wait, etc., or alternatively an email/fax message could be forwarded to the customer, etc.

4.2.5. Call Queuing

If there is no agent available that can answer the call, the call should be placed in a queue until an agent is available.

Before a call is placed in a queue, a message should be played to the customer announcing and explaining the queue: “At the moment all agents are busy. We will soon take your call.”

At determined intervals, calls in the queue should be played a repeated message, e.g. every 30-seconds: “Your are still in the queue. We will soon take your call.”

After a determined time, a customer in the queue should be able to enter his telephone number and be called back at a later time: “Your are still in the queue. If you would like us to call you back as soon as possible, press 1. Enter your telephone number.”. The contact center can automatically dial the customer and transfer this outgoing call to the first free agent.

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When a customer receives a queue message, the time (or number of calls in the queue) should be announced: “Your are still in the queue. It will take 1 minute before we answer your call (There are X calls still in the queue.)”.

Contact center administration software enables real time monitoring of all actions in the contact center: real time status reports of all queues statuses, agent statuses, time of waiting, available campaigns, etc.

4.2.6. Managing of other type of media channels

With Contact Center becoming a central location for handling all customer interactions new media channels are supported fax, email, documents, SMS, MMS, web-chat, social networks.

4.2.7. Fax Message Distribution (AFD)

Fax messages are received by SI3000 Fax Server. Fax Documents is in Multipage TIFF Group 3 file format. The fax server has several inbound numbers which, similarly as the voice response server, enables several services to be offered - one service for every number. Every service has its own fax box in which messages are collected. With the help of electronic mail, received messages are redirected to the addressee, or if they are intended for the contact center, they are redirected to an available agent.

For outbound traffic, the contact center server enables the sending of fax messages from every work station which has a special printer driver installed (this comes as a part of the software solution). The fax messages are sent by selecting the print option in the menus of all software applications in which the content (the fax document) is prepared. The above described solutions are only a substitute for classic fax machines. User may user standard input/output devices to print fax messages or scan documents on scanner and send as fax.

4.2.8. Automatic E-mail Distribution (AMD)

The sweeping changes brought about by the Internet have increased customer demand for instant information access. More and more interactions are carried out through email, and organizations that do not have the ability to immediately act on these requests are losing their competitive advantage.

The importance of responding to questions, complaints, or requests for information received by email, is as significant as answering calls. This has led to organisations establishing special departments just for receiving and processing such messages.

Email requests from customers (received from a unique user address) are distributed to available agents by the contact center, which is not limited to a single email box. But they can be also handled off line as tasks. You can always configure the distribution queue for multiple email addresses – depending on your business needs.

All the emails are stored in DMS. Customer history records contain only a link to original email.

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Documents distribution is aimed to handle corporate incoming paper mail. All the documents are scanned using scanners with auto-feeder and then send to distribution to be handled by operators. Handling incoming mail can be one or two stage process. Operators may read the mail and prepare a response to customer or may just forward a document as email with attached original document to target department. All the documents are stored in DMS. Customer history records contain only a link to original document.

4.2.10. Automatic SMS, MMS Distribution (ASMSD)

SMS and MMS messages are received/send by SI3000 SMPP Gateway which supports SMPP protocol for connection to SMSC. All incoming SMS Messages are converted to email messages and included in distribution as incoming mail messages. SI3000 SMPP Gateway also enables sending SMS messages from agent working places or can act as a robot in mass SMS sending campaigns under supervision of SI3000 Campaign Management.

4.2.11. Automatic Web-Chat Distribution (AWCD)

Web-Chat is a feature which enables chat sessions between customers and operators of contact center using corporate web page. Web-chat session is initiated by users clicking a chat button on corporate web page. A new page will appear with text fields showing the messages received from operator and a text field where user can enter his own lines. Line is sent to the other side by pressing send. Web Chat request are handled the same way as calls, instead of playing voice announcements users are receiving pre-defined text messages when they are in queue. After a chat session is transferred to an agent the same web chat form if opened for agents to response to user chat messages.

4.2.12. Automatic Social Network Post Distribution (ASNPD)

Social Networks are attracting more and more people and pages like Face book are becoming more and more important as marketing tools. Companies are opening their accounts and publishing contents. Interaction with customer posts is implemented using emails. Customers posts are sent to Automatic Mail Distribution as email messages.

4.2.13. Outboud Call Campaign

Outbound Call Campaigns are initiated outgoing interaction with customers. Outbound Campaign can be used for different Telemarketing, Telesales and TeleSupport services; First Bill Call, Collection Call, Customer Satisfaction Questionnaires, Provisioning of customer information, Sales Promotion, Forming and actualization of database.

The base of any Call campaign is the Campaign Customer Database of customer telephone numbers which will be involved in a campaign. Database can be prepared from internal or external databases and imported using tool to Contact Center. At the end of Campaign the same tool can be used for exporting results.

Multiple call campaigns can run simultaneously.

Contact center support different algorithms of making outgoing calls; Predictive dialling, Preview dialling and Progressive dialling. The algorithms can be configured for each campaign. In Preview dialling algorithm system opens a customer form on agent working place and wait agent confirmation to start dialling, whereas in progressive dialling the number is dialled parallel to opening the customer form.

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Each call campaign has a Campaign Form where on one hand agents can see customer details and on the other hand can enter the codes of result of call. Call results can vary from campaign to campaign, but the important thing is that they are written into a database and can be used in statistical reports..

When used in complex environments with SI3000 Campaign Management outbound Campaign can apply multiple media channels including mass SMS, mass email, mass fax messages.

4.2.14. Social Networks Integration

Social Networks services can be implemented via AMD module or optional integration on the user’s request.

4.2.15. Skype Services Integration

Skype services can be optionaly implemented by integration of Skype Connect via SIP. Skype licencing policy should be taken in accound as well as the increasing of SIP channels in Contact Center system.

5. SI3000 Contact Center Architecture

The SI3000 Contact Center solution is built on a SERVER/CLIENT architecture. The SI3000 Contact Center suite enables companies to deploy a complete information system in order to implement a desktop computer telephony integration (CTI) strategy, simplify administration, and increase ease-of-customization. This solution represents a powerful CTI environment that takes advantage of today’s network capacities by integrating new telecommunication technologies.

Internal telecommunication protocols of SI3000 Contact Center are base on SIP VoIP and CTI technologies. The telecommunication core is implemented in multiple SI3000 Communication Units (CCU) being responsible for implementation of Interactive Voice Response (IVR) functionality and other call related features. SI3000 Call Center Agents are using SIP PC Phones which are registered to one or multiple CCU units.

The whole portfolio of our solutions is based upon the highly open and flexible Contact Center interaction management framework wherein the telecommunication connection scheme consists of individual modules that can be upgraded when needed. This means that the system can be extended to handle more calls on interactive voice response or increase the number of agents, etc.

The SI3000 Contact Center architecture is an architecture that grows with customers…

Contact Center Server Components:

• CCS - Contact Center Server • WFS –Workflow Server

• CCU/VSS - Communication Unit / Voice Services Server

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1) The basic Contact Center agent configuration (CCC) with the following components:

a. agents’ clients,

b. the CATI application POP-UP form supported by telephony, c. client supervisor or CC administrator.

The contact center software runs in a client-server environment in the MS Windows 2008 OS. The SI3000 Contact Center solution uses a Microsoft SQL server as a contact center Run-time database management system (RDBMS), and Microsoft Exchange Server as a messaging system (e-mail). The se of other platforms is also possible.

Figure 1: Basic Contact Center components

The above figure presents the contact center basic components.

A modern Contact Center is a complex of a large number of modules interconnected via SIP and SOAP based protocols.

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Figure 2: General Contact Center architecture

The architecture is presented only in general (from the viewpoint of the contact center), without considering the disassembly of the NGN switch’s architecture in CS, SMG and AS. While SMG enables connectivity towards PSTN communications, CS is pure NGN switch and iCS enables both types of communication.

NGN (SIP) architecture of Contact Center enables implementation of remote locations. With such a configuration hosting and outsourcing of Contact Center is fully avaiable.

Additional (optional) TDM (PRA) connection can be used for Voice Services Servers and CCU to increase the reliability of the solution and the Contact Center usability in a situation when SIP interface from the public network is not avaiable.

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5.1. SI3000 Call Center Server (CCS)

The SI3000 Contact center server is the core of the SI3000 Contact Center Suite. It is a central service which controls, monitors, and manages the activities and work of all other contact center modules or components. It also contains the contact center internal data collected during call campaigns, based on which statistics and reports are calculated. Server use CTI Technology to monitor agent phone activities.

Figure 3: CC Admin GUI 5.1.1. Functionalities of the SI3000 Contact Center Server

• Inbound/Outbound call campaigns are supported (Telemarketing, Telesales, technical support, etc.):

- Dialling and distribution of outbound calls (OUT BOUND),

- Automatic receipt and smart routing of inbound calls (IN BOUND), - Call Blending;

• Smart Call Routing (CLIP, depending on the agent’s skills/knowledge, priorities, etc.) - Automatic distribution and assigning of calls to agents or work stations depending

on their availability and their assignment to specific campaigns;

• Automatic distribution of different media channels calls, emails, faxes, documents, SMS, MMS messages, web-chat sessions, social network posts;

• Number of campaigns (access numbers, scripts) is not limited; • Integration with Communication Server and Voice Services Server;

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• Maintenance and formation of databases with dialling numbers, statistical data on agents’ work, etc.;

• Supervision of workplaces (login, logout, status); • Statistical reports of all calls, agents, campaigns;

• Online reports of the waiting queue and other activities of the contact center; • Contact center configuration (campaign administrating, agent distribution, etc.); • Staffing module and scheduling;

• Scalable solution, from just a few agents to a contact center with few hundred agents.

• Saving all contact data in in the internal Contact Center DB, thus preserving the contact history for the purpose of next contact handling or statistical purposes • Export/Import support of data from/to CRM/CIM Database;

5.2. SI3000 Work Flow Server (WFS)

The Work Flow Server is a central module that monitors all tasks within the contact center. It runs based on the previously defined work/business processes determined by the client or user. The work flow represents an automated sequence of events or tasks that follow each other in a certain sequence through the contact center modules. The number of work flows is not limited and is commonly subordinate to the number of business processes. All work stations which are a part of the contact center, can be receivers or initiators of work flows, including work stations that are part of the contact center only for management tasks and the distribution of work flows and which are not supported with CTI. These can be back office departments or remote business units, all controlled and managed from the central point.

5.2.1. Functionalities of SI3000 Work Flow Server

• Runs multiple instances of work flows;

• Assigns tasks to users, user groups or servers; • Monitors workflow execution,

• On-Line monitoring of tasks queues (unsolved tasks); • Automatic alarms in the event of delayed task execution; • Records the history of active and completed tasks; • Statistics and reports of workflow management;

• Integration with existing systems and client databases.

5.2.2. SI3000 Work Flow Editor

SI3000 Workflow Editor enables graphic configuration of complex work processes. • Automate business processes and follow changes in real time (as they occur); • Define steps, task profiles, and specific instructions;

• Assign steps based on roles, assign steps to more than one group, role, or user; • Create parallel workflows so that multiple steps can be worked on simultaneously; • Dynamically route information and processes based on conditional workflow steps,

values in custom attributes, workflow status, values in electronic form, and/or milestone status;

• View and track all information added at each step, including documents, disposition (votes taken, agreements for approval) and comments;

• Handling of task due dates, rerouting, alarms;

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Figure 4: Example of Work Flow

5.3. SI3000 112 Work Flow Server (112 WFS)

The 112 Work Flow Server is a central module that monitors all operater’s tasks within the 112 contact center.

Agent’s GUI is realized using the 112 System Workflow Server (WFS) and it’s client applications. The 112 WFS itself presents the Back End application while the WFS Client present the Front End applications. WFS (Back End) itself enables:

• Connectivity of the 112 WFS Server, • Access towards system 112 DB,

• Access towards other systems, internal SI3000 System 112 ones and external ones;

Agent’s WF Client application (Front End) is the basis of the System 112 information system. It enables: • Agent’s basic functionalities, such as login/logout,

• Reception of notifications and their related data, • Edditing, supplementing of notification related data, • Edditing, supplementing of event related data, • Integration with GIS system;

Application is realized on ASP.NET technology and uses SOAP interface connectivity to other modules. Front End applications are the matter of custumizations to different types of users (112/EDDS/DDS operaters).

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5.4. SI3000 Communication Unit, SI3000 Voice Services Server

(VSS)

Communication Unit is the core telecommunication module of Call Center Suite handling all telecommunication traffic. Internal communication is based on VoIP SIP protocol, whereas trunks with external world support VoIP and TDM connections.

Voice Services Server is service running on the top of Communication Unit providing varies automated voice and fax services. It offers significant benefits to contact center users including caller identification and segmentation, IVR load balancing, call queuing, and support for skill-based routing, etc. Individual users can program their IVR systems to ensure that results meet business objectives. Basically, the VSS represents the front door to the contact center environment.

ka. _{VSS is an automatic voice response which enables call receipt and the playing of} pre-recorded messages. The system simultaneously enables various types of services defined, based on the selected number. The server’s services can be simple recorded messages or complex interactive interfaces which enable the user to move through IVR scripts by means of DTMF dialling.

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5.4.1. SI3000 Voice Script Library

SI3000 Voice Script Library is used for implementation of independent voice announcements either as simple pre-recorded message or a complex interactive voice script. Voice Scripts are prepared by SI3000 Voice Script Editor and can offer wide range of value added services; Alarm Clock, Greetings, Precise time, Weather forecast, Currency rate, Horoscope, Fortune telling, Anecdotes, Jokes, Numerological forecast, etc.

SI3000 Voice Script can also be used as support of Call Center. Calls can be transferred from agents of call queues to voice message prompts.

SI3000 Voice Scripts prepared by older versions of SI3000 Voice Script Editor can also be used with new releases.

Voice Scripts library can also be used for implementation of simple Voice Mail Box services where customers can leave there messages which are stored as voice files and can be send as email with attached voice file to Call Center Mail Distribution, where can be post processed by agents. © Vsebina te ga do kumenta je la st pod jetja Iskrate l i z Kran ja in je n i do volje no prepi so vati , ra zmnože vati ali ra zkriti tr etji ose bi br ez pi sn ega sogla sja lastni ka.

5.4.2. SI3000 Call Center Queue Library

Voice Script Library is used for implementation of Call Campaign Queue Announcements. Where there are now free operators call is handled by Call Center Queue library which is controlled by Contact Center Server. Queue announcements can be pre-recorded files or voice scripts.

5.4.3. SI3000 Virtual Call Center Agent Library

SI3000 Virtual Call Center Agent Library is implementing Virtual Agents of Call Center used in automated outbound call campaigns. The first phase of outgoing call is the same for all types of agents, the difference is when customers answers the phone. Virtual agents starts playing voice announcement according to call campaign with possibility of gathering user response using DTMF signals and storing them as call results. Usage of Virtual Call Center Agents is very efficient way of passing simple information to a large numbers of customers with a need of complex reply. Virtual Call Center Agents are mostly used for collection calls. (REQ. 2.3.19)

5.4.4. SI3000 Televoting Library

SI3000 Televoting library is implementing Televoting service. Televoting service enables configuration of multiple Televoting sessions. Each Televoting Session can accepts calls, UUSD, SMS, MMS messages, end events accessible through documented API implemented as Web Service (mobile, web, PC). Televoting Session has a list of options which are identified by numbers reachable to customers.

All calls are registered in a CDR database; with identification of caller if available and media tag (call, SMS, MMS ...). Each Televoting Session has a Charging Polices Parameter which is written into CDR database.

Televoting flow chart is based on standard Televoting voice scripts. Voice Scripts can be customized offering custom flowchart implementation.

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5.4.5. SI3000 Conference Server Library

Conference Server Library is used for implementation of multiparty conferences. The conference can be established on user’s request. The Service Administrator creates, invoces and controles the Conference task status. Multiple Conference tasks can be controled simultaneously.

5.4.6. SI3000 Fax Server Library

SI3000 Fax Server library enabled reception and transmission of G.3 fax messages. Fax Messages are received as standard TIFF Group 3 Multipage files and send to recipient as email with Fax Messages as attachment. SI3000 Fax Server library support multiple Fax Boxes differentiated by Dialled number (DNID) or Redirected number (RDNID). Sending of fax messages is enabled by using Fax Printer Driver. Sending a fax is as simple as printing a documents with addition of entering recipient phone number. SI3000 Printer Driver can be used from any standard windows application offering printing support (MS Office, Open Office ...). Fax messages can be also printed out on standard printers. On working places equipped with scanner paper documents can be scanned and saved as graphic images and later send as fax messages.

The simplicity of exchanging original copies of documents between business users is probably the best reason why fax machines still play an important role in the world of telecommunications. Despite the fact that the globalization of communication between people is becoming more and more personal, the usage of personal email and voice mail boxes has driven the need to also implement personal fax boxes. The SI3000 fax solution offers exactly this: easy receipt and sending of fax messages from a personal computer.

5.4.7. SI3000 Fax Server Library Characteristics

- compatibility with the existing computer network and software, - receipt of fax messages in electronic mail boxes,

- an unlimited number of fax boxes,

- received messages are marked by time and date of receipt and number of the caller, - easy administration of the server and workplaces,

- option to archive fax messages, - standard fax support:

o Standard F3 Fax format,

o Fax from computer applications (e.g. MS Office),

o Standard MS Windows PC I/O devices (printers, scanners).

The SI3000 fax server represents a wholesome solution to receiving and sending of fax messages in the business world and integration into the existing information systems and electronic mail systems.

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Fax Viewer in Different Language Versions © Vsebina te ga do kumenta je la st pod jetja Iskrate l i z Kran ja in je n i do volje no prepi so vati , ra zmnože vati ali ra zkriti tr etji ose bi br ez pi sn ega sogla sja lastni ka.

Figure 5: Fax Viewer 5.4.8. Functionality of SI3000 Voice Script Editor

SI3000 Voice Script Editor enables the generation of complex voice scripts as flowcharts (IVR scripts), the changing of voice or recorded messages, and the entry of new IVR menus, and all this without the need of special knowledge or training. A simple graphical editor is used.

Service editing, especially for changing the service process flow (the scenario), is a process, which should be executed at a time of low traffic on the CCU/VSS server. The best way is to make or change the processes on the copies of active services and activate them later. A limitted complexity scripts can be edit by a authorized user – login, IVR script creation, recording, content managing, pricing policy.

All IVR dialogues (the initial greeting, call transfer to an agent, automated services) with the customer are customizable via a graphical user interface, which is presented to the call center administrator. The graphical editor includes predefined objects:

• Start an IVR dialog; • Play recorded message; • Record a customer message; • IVR menu branching;

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• End the IVR dialog;

Objects are used to design the desired IVR call flow chart. Customers can interrupt the playing or recording of messages by means of a DTMF entry anytime during the dialog. IVR dialogues are customized via a GUI editor by means of drag-and-drop principles in order to simplify customization.

The voice services editor is a graphic tool. Users interact with it through several graphic fields, tool bars, icons etc. The result of editing the voice server is a VSS command file, saved in a simple text format, which the VSS automatically interprets when a service is executed. © Vsebina te ga do kumenta je la st pod jetja Iskrate l i z Kran ja in je n i do volje no prepi so vati , ra zmnože vati ali ra zkriti tr etji ose bi br ez pi sn ega sogla sja lastni ka.

Figure 6: SI3000 Voice Script Flow Chart Example

SI3000 Voice Scripts can use external DLL libraries which may implement connection to external SQL or SOAP servers. Data gathered from external servers may be used navigate through flow chart or generate a simple voice response. Voice Blocks can also be used for manipulation of CDR custom fields in order to write custom data to CDR.

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5.5. COCOS Contact Center Client

Contact Center Client is a contact center application which enables agents (operators) to connect to the contact center system and represents their work station. Because of SERVER/CLIENT Architecture SI3000 Contact Center A acts like a client connection to CCS over TCP/IP protocol.

Figure 7: CC Client GUIs 5.5.1. Basic Features of SI3000 Contact Center Agent

• Integration with Internet/Intranet websites;

• Pop-Up forms for the entry of relevant campaign data and calling subscriber data; • Display of Telescripts with instructions to Agent how to handle conversation; • Agent Login/Logout/Ready/Not Ready Status Support;

• Support of simple text chat using short messages between agents or administrators; • Display of server messages (to a client, to end a call, etc.), and messages of other

agents; including messages about campaign status, call queues ...

• Integration with COCOS PC Phone enabling full set of telecommunication services (make call, release call, hold/retrieve ....);

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• Multiparty communication with other operaters ans suppervisers (administrators) – consultation call, conference

• Providing detailed information about calling subscriber;

• Support of Displaying and Editing SI3000 Screen Forms including Screen Transfer to other Agents;

• Integration with the existing databases (ODBC, SQL, Oracle, etc.) and an option to capture data from other systems.

The COCOS Contact Center Agent application enables agents to review all actions in the system and all work orders (tasks) that must be executed, and to communicate with the contact center administrator.

5.5.1.1. Contact Center Agent Information Window

The information window enables the contact center agent to monitor terminal status, campaign status, the efficiency of cooperation with other contact center elements, or even communication (receipt of text messages) with the contact center supervisor. The window is equipped with a slider which also enables a history review.

5.5.1.2. Contact Center Screen Forms

Contact Center Screen Forms are graphical forms that enable an agent to carry out simple data entry or an overview. The forms are defined by the contact center administrator. Their content and form depends on the nature of the agents work, and are flexible and easy to generate or modify (no special development needed).

Screen Forms can be multileveled. Data entered during an interaction are stored in the CRM database of the contact center which generates a compete history of interactions with customers. With a special screen form editor (the SI3000 Screen Form Editor), contact center personnel can easily customize, change, or even design screen forms for each campaign.

Therefore Screen Forms Databases are one of the most important elements of the Contact Center Agent, since they represent the interface between the agent and the customer.

5.5.1.3. Agent Login/Logout

Before starting to work, agents have to login with name and password at any available work station. Upon login the user interface automatically adjusts to the last settings of the logged-in agent. Agents can participate in several outbound and inbound dialling campaigns at the same time. The distribution of agents into groups and dialling campaigns is in managed by the contact center administrator.

5.5.1.4. Computer Mail and Notification System

In addition to the computer mail system, a direct message system has been set up for messages that are sent in a form similar to a “page”. By this means it is possible to send an agent a short message which is instantly displayed in a special window on his monitor. This message system uses a telephone server for agreed inbound calls and for calls that exceed the time limit.

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An agent can notify the system about his readiness/unreadiness status with regard to receiving a call by means of a special button. In the event of a higher number of unanswered inbound calls, it is necessary to program a special signal by which an agent can be notified that he has to immediately become active in order to receive calls.

5.5.1.6. Appointments

Often agents schedule the date and hour of the next call with their customers, which can be carried out automatically by the contact center server. When so enabled, the system simply schedules such a call, and notifies the agent when it is being made.

5.5.1.7. Pop up Screen Forms, Telescript

Understanding the benefits of desktop Computer Telephony Integration (CTI) is crucial for a true appreciation of the development of such desktop telephony applications. At CDE we have listened to our clients wishes and combined them with a fundamental understanding of software and telephone systems. Therefore, the Contact Center Client Solution for pop up screens provides a personalized, integrated service using CTI Technology to simultaneously transfer the caller’s voice, along with any data collected by the IVR or from a CRM database, to the contact center agent during the call.

All relevant data related to the call is delivered to the agent’s screen when the telephone rings. With complete caller information available (including the previous interaction history, including what happened, feedback from the customer, the media of interaction, etc.), the agent has a total review of a relationship and can handle the customer most professionally and accurately already during the first contact, without unnecessary waiting while searching for the right answer, etc.

The bottom line is that this solution is designed to provide significant savings on the amount of agent time needed to service customer interactions. Beside Basic features there is a list of extended features releated to support of remote workplaces, realtime management...

5.5.2. Extended Features of SI3000 Contact Center Agent

• Support of Remote Working Place,

• Realtime Configuration and Management Support, • Support of screen Notifications,

• Multiple Work Groups Support,

• Some type of campaigns can be designed to distribute them even from the phone (e.g. televoting;

5.5.3. Summary of the contact center agent's functionality

• Every agent's work station is equipped with computer telephony (CTI), a PC Phone, pop up screen forms, and a headset. Optionally, standard telephones can also be used, especially as a ‘fall back’ solution.

• With suitable software every agent can manage calls, faxes, e-mails, documents, etc., from his work station.

• An agent is not tied to a fixed work station but can work at any work station in the contact center.

• An agent can simultaneously manage inbound as well as outbound calls.

• An agent has the possibility to schedule an outbound call, the system will automatically call back the customer.

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• One agent can be logged into several inbound call campaigns.

• The statuses which an agent has at his disposal during work are the following: RECEPTION (waiting for a call), DATA ENTRY, ADMINISTRATION, PAUSE, etc.

• An agent can transfer the calls to other agents or persons outside of the contact center. • A three-party conference call can be established;

• At his work station an agent can monitor in real time the operations and events in the contact center (the number of calls waiting, the length of the waiting queue, the number of logged-in agents, etc.);

• An agent can record a call.

• The contact center also supports priority lists and agent grouping according to knowledge, skills, and abilities, etc.

5.6. SI3000 SIP PC Phone

SI3000 SIP PC-based phone systems are PCs equipped with telephony software and voice cards to receive and route calls just as a traditional business phone system would.

PC Phone is a feature rich, software based PC phone system that combines the power of a desktop computer with the most advanced communications technology available today. PC Phone enables agents to perform telephony functions from a computer desktop.

Figure 8: PC Phone basic View 5.6.1. Basic Features of SI3000 PC Phone

• Can be used as VoIP Soft Phone with Full Set of Features; • Can be used as VoIP PBX Phone;

• Support of CLIP and CNIP (CallerID and CallerName); • Support of Speed Dialling using Speed Buttons;

• Call Register holding list of Incoming, Outgoing and Missed Calls; • Directory Services supporting internal Phonebook;

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• Unattended and Attended Call Transfer Support;

• Call Forwarding (Unconditional, No Reply, Busy) support; • Three Party Conference support;

• Unified Messaging Support;

• Line Status Monitoring Support on Speed Button; • Presence Support;

• Chat Support;

• Instant Messaging Support;

• Centralized Directory Services Support;

• Local Call Recording Support as Fall Back Mode;

• Remote Call Monitoring Support enabling Administrators to listen to Agent Active Call over network,

• Optional Video-Call support;

5.7. Contact Center Administrator

Contact Center Administrator is an application built on SERVER/CLIENT architecture playing a role of Client connecting to COCOS Contact Center Server via TCP/IP protocol.

COCOS Contact center administrator supervises the entire contact center operations. It enables an overview of individual agents’ statues and call campaigns. Besides its monitoring function, the application is also intended for the administration of contact center parameters, adding agents, the formation of agent groups, the preparation of call campaigns, the monitoring of statistical results, and the writing of messages. Agents active in the contact center can work on several call campaigns at the same time. Based on the number dialed by the caller, the contact center assigns the call to the right campaign (service) and routes it to the right agent group. With the goal to optimize resources and capacities, call blending is supported by the system (a combination of inbound/outbound calls).

5.7.1. Levels of administration

CC Admin provides different levels of administration: