• No results found

Multichannel Automatic Call Distribution (ACD) The cloud-based solution for your customer contact management

N/A
N/A
Protected

Academic year: 2022

Share "Multichannel Automatic Call Distribution (ACD) The cloud-based solution for your customer contact management"

Copied!
48
0
0

Loading.... (view fulltext now)

Full text

(1)

Multichannel Automatic Call

Distribution (ACD)

The cloud-based solution for your customer contact management

(2)

Security

 Operation in company-owned, high-security data centers

 Fail safety through 24/7 operation in our intelligent network

 Sophisticated security and data management

Success in business – with Deutsche Telekom as your partner Making the right connections

Expertise

 Telekom is Germany’s market leader for service telephony and a leading provider of contact solutions

 Over 130 customers use our solutions for their customer service (with a call volume of more than 450 mil. minutes/year)

 Extensive portfolio of innovative solutions from the cloud to meet every need

Simplicity

 Future-proof with regular, free updates

 Short-notice scalability, e.g. in the event of peaks in demand

 Compatibility/interfaces with all common systems

Service

 State-of-the-art service with a team of qualified and engineers who receive ongoing further training

 Responsible contact person at all times in sales

 We cover the entire project management

Contact solutions from the cloud

(3)

The Trusted Cloud label, awarded by the Kompetenznetzwerk Trusted Cloud e. V. (an initiative of the Federal Ministry for Economic Affairs and Energy), standardizes the data protection and data security requirements for cloud solutions. The certificate is issued based on a comprehensive catalog of criteria, which is built in line with recognized standards (e.g. ISO standards).

Telekom’s “Multichannel ACD” is listed as a secure

& trustworthy cloud solution for the processing of cross-channel customer queries in the Contact Center.

Telekom complies with all minimum requirements concerning security, legal compliance, quality, and transparency.

Issue of the label on the basis of the new catalog of criteria 2.0 shows that the service observes the requirements of GDPR.

Security in the cloud when handling customer data

Measures to protect personal data Data protection in accordance with German and/or European laws (GDPR)

Regulations on information security The criteria include:

Awarded the trusted Label

Multichannel ACD – Quality and security from the cloud

(4)

The Cockpit statistics and analysis tool allows you to always maintain an

overview and

continually monitor and improve your service.

Digitalization provides new opportunities

Optimized customer service with Multichannel ACD

Digitalization creates new opportunities for the efficient processing of customer queries.

Improved service thanks to comprehensive analytical tools and intelligent agent support.

The opportunities:

Agents have

all the information they need at a glance and receive optimal support

in handling cases.

#148927

Flexible, cross-channel routing, making it possible to forward customer issues straight to the right

employee, regardless of location.

(5)

Multichannel ACD

Transparent and flexible routing

Administrativ interface

Manages all the media and processes of a modern customer contact management system

Enables intelligent, multi-site distribution and

processing of calls, emails, chats, whatsapp and much more

Includes detailed monitoring and comprehensive reporting functions

Seamless connectivity to Microsoft Dynamics &

Salesforce: Integrated contact processing, routing and campaign management in one application

The Multichannel ACD is the cloud-based, forward-looking solution for high-quality customer service:

Responsive design for every

(6)

Multichannel ACD What you can expect

Flexibility: Quickly and easily integrate additional locations and home offices with Multichannel ACD

A myriad of functions and highly flexible configuration options:

Configure up to 9,999 users, any number of groups and mailboxes

Multi-client capability: Ideal for multiple projects or organizational units side-by-side

Extensibility for a reliable costumer service: Availability of solution modules for integration of AI and Bots

Extensive roles and rights: Master login for independent configuration and stepped authorization profile for coaches, team leaders, agents and other users

Number routing and VoIP connection: easy connection of your service number, interfaces and termination via Voice over IP

(7)

Multichannel ACD

TELEPHONE TelePhone,

e-Mail, SMS, Fax, leTTeR, WhaTSaPP, Facebook, TWiTTeR

e-Mail TelePhone,

e-Mail, SMS, Fax, leTTeR, WhaTSaPP

YouR hoMePage

(chaT, Video-chaT, co-bRoWSing)

YouR hoMePage, MeSSengeR- SeRViceS

PRoFeSSional clienT/ VoiP SoFTPhone*

cuSToMeR Feedback Voice/ Web

ScReen- & call-RecoRding/ SilenT MoniToRing

MulTiMedia WallboaRd/ cockPiT SeRVice nuMbeRS

IVR liVe SuPPoRT ki/ boTS

ManageR MeSSengeR

ouTbound ManageR e-Mail-

ManageMenT ACD

coRPoRaTe call aSSiSTenT audio

PRoducTion

SelF SeRViceS Voice/ Web

exTeRnal coSTuMeR aPPlicaTion TelePhone

Contact channels

Multichannel ACD

(8)

Interactive Voice Response Make the right connection

Easy configuration of the IVR menu with personal web account

Installation and use of any number of mailboxes

Fast and individual configuration of menu structure and queries

Flexible compilation of routing modules

Graphical illustration of the call flow

Pre-qualification lets you handle calls faster and more effectively

(9)

Unified Desktop

Customer journey in the Professional Client Web

The benefits for you

 Increased productivity

 Fewer errors

 Taps into cross- and upselling potential

Employee has all relevant content available at a glance

Data from external systems are used for routing decisions in ACD

Flexible selection of the relevant data fields for each business case and employee

Facilitates process automation in conjunction with the

Professional Client Web

(10)

Professional Client

For professional support

Professional Client VoIP: Integrated Voice over IP softphone communication

More options: Caller information (CTI), call history, conversation guides and call

forwarding via drag-and-drop

Optional: Call blending, personalized dispatch of fax, e-mail, SMS and mail Professional client web: no installation needed, available for all operating systems Your benefits:

More process efficiency,

improved quality

greater customer satisfaction

(11)

Live support manager (1/3) Advise customers online

Live advice service for your company website via chat, video chat, call

(including WebRTC), and WhatsApp

Ability to combine channels Combine channels live during the query, forward calls or set up (video) chat conferences with other agents

Co-Browsing as an optional extra;

browser-independent, also available on mobile devices, no download required

Attachments and sharing: Share or simultaneously view documents

Easy to integrate into your existing website via JavaScript and HTML code.

Website teaser to match your corporate design.

The benefits for you

 Easy and proactive customer support on your website

 Cross-channel data analysis and storage in contact history

 Can be combined with screen and call recording

171

(12)

Live Support Manager (2/3) Advise customers online

Agents receive optimal support with case handling in the Professional Client.

1

2

Master data and contact history are displayed automatically or called up manually

Use your own text blocks or conversation guides

1 2

(13)

Live Support Manager (3/3)

Use Case: Authentification for opening a bank account

1. Mr. Scott would like to open

an bank-account. 2. But he has problems filling out

the contract.

CONTACT CENTER

?

The agent can access Mr. Scott’s computer. Mr. Scott and the agent complete the contract together.

The identification procedure is carried out 4.

using the video chat function. The customer shows his ID. The agent confirms that it matches. (conversation guide)

Mr. Scott receives confirmation by 5.

WhatsApp or e-mail. This also contains a link to the customer feedback page.

6.

Co-Browsing

Mr. Scott starts the chat dialog.

The agent offers Mr. Scott

co-browsing via the chat function.

. 3.

@

(14)

The benefits for you:

 Individual text blocks for rapid, uniform response

 Increase productivity

E-Mail-Management Everything in writing

Cross-site, productive distribution and processing of written

messages

Possible to connect external systems for workflow

management and archiving

Messages are routed by criteria, classified by content, divided up by skills

Measure necessary processing time and record reasons for contact

E-mails can be processed in the Professional Client or in any local e-mail client

(15)

Cockpit (1/2)

The report and analysis tool

combining and analyzing data from various sources, including external ones, in a single application

identifying weaknesses and interrelationships immediately

via e-mail or FTP server

preparing objects and diagrams in an modern manner Report generator

Associative data searches

Export or automatically ship statistics

Graphic generator

(16)

The benefits for you

 Faster data recording and reaction with business intelligence

 Prepare and analyze

statistics in a professional manner

Swap easily between views using the tabs

Drill-down function: dynamic navigation through data on any level desired

1

2

1 2

3

Cockpit (2/2)

The report and analysis tool

(17)

KI & Chatbots (1/5)

Creating positive customer experiences

KI: Digitalization creates new opportunities for interacting with customers,

processing standard queries automatically, and making the customer and agent experience a positive one.

Process in self-service

Take over if required Reason for

contact Atmosphere

Expected action

AI-based routing, which makes it possible to

forward customer issues automatically and case-closing

Available?

Round-the-clock availability of services through automation

and relief of pressure on experts

Bot systems are easy

to integrate into existing systems, e.g. e-mail or messenger services

(WhatsApp, etc.)

(18)

KI & Chatbots (2/5)

Adjustable complexity level for use cases

Conclusive communication with the customer

The bot communicates without agent intervention

Customer identification and support from the agent

The bot assists with identification and

background information, the agent communicates

Classification of customer and topic with forwarding to an agent

The bot classifies and forwards, the agent communicates

Allocation Classification

Augmentation Assistance

Automation Full automation

E-Mail Chat Voice

E-Mail Chat Voice

E-Mail Chat Voice

(19)

KI & Chatbots (3/5)

The complete picture – Telekom´s Conversational AI Suite

(20)

KI & Chatbots (4/5) Standalone chatbot

Chat

Querying of address information Automated customer greeting

Topic classification

Assignment to address and schedule

Answer generation (incl. link) Task successfully completed Goodbye message to interested party

Hello, how can we help you?

When will bulky waste be picked up from our premises again?

In which Postal Code - area do you live?

My postal code is 60322

Your next bulky waste pick-up will take place on July 25 between 8:00 a.m. and 12:00 noon.

Would you like to register for it?

No and thank you for the information!

Then have a nice day!

(21)

KI & Chatbots (5/5)

Sequential messenger chatbot

(22)

Outbound Manager

Individual and 100 % flexible

Using the Professional Client facilitates blending for efficient handling of call-backs

Manual and automatic import and export of data sets (e.g. from ACD)

Predictive dialing based on the customer’s recent and historic availability

Online monitor and online statistics for cross-site The benefits for you

 Optimal implementation and administration of your outbound campaigns

 More pure conversation time per agent

 More efficient addressing of customers and improved communication among employees

(23)

Customer Feedback Voice/Web Always in dialog

Valid, real-time, automated, and representative

results

Identify trends and develop- ments and verify the success of internal training sessions Improvement

of service processes

Service performance becomes measurable and demonstrable

Automatically determine the level of customer satisfaction directly following contact through an automated customer survey - by telephone via a voice system or via e-mail.

Compile a catalog of questions flexibly online;

simply choose from a basic package of survey elements

Survey results are evaluated automatically, prepared graphically, password protected, available online within minutes, and even exportable in CSV format.

Up-to-date and detailed information on the number of calls and participation in your surveys in the online monitor

The benefits for you

(24)

Screen- and call recording / silent monitoring Really listen

For monitoring or recording calls with customers across locations and recording the work steps on the employee’s screen – ideal for training & coaching

Recording area is defined individually depending on the requirement – entire screen, individual areas or selected applications

All conversations and key data, such as reason for contact, employee, group, and destination phone number, are saved in WAV or MP3 format

Legally compliant opt-ins are ensured;

provision of the call and screen recordings via FTP or Web

The benefits for you

 Processing steps become transparent

 Continuous review of call quality for constant improvement and increased

(25)

Messenger

One tool for all channels

Numerous internal and external applications

for individual and mass mailing of information – also automatically

Create any number of text modules or import them together with recipient data

Personalize messages, e-mail attachments (PDF) and voice messages

Integrate external data sources and databases

The benefits for you

 Contact targets sequentially via multiple channels

 Only a single tool needed

(26)

Salesforce-Anbindung

Integrated contact processing

The seamless connection to Salesforce enables more efficient processing in just one application:

Multichannel ACD call routing based on the Salesforce data (status, revenue, critical client, etc.)

Execute Multichannel ACD call and status activities directly in Salesforce using Softphone (login, hold, transfer, etc.)

Use the job processing not only for call and status

handling but for workitems and Salesforce transactions, too. Workitems from other channels like social media, chat or e-mail can be classified and distributed via the Multichannel ACD.

Capturing of contact reasons and handling times

Outbound campaign management based on your

(27)

Microsoft Dynamics Connector All your customer data at a glance

Quick and easy connection to your Microsoft Dynamics system optimizes contact processing:

In addition to voice and non-voice contacts, also

structured distribution of any number of processes and work items via Multichannel ACD

Performing call- and status-related actions such as login/logout, pause, forwarding via the integrated Professional Client Web

When the caller is recognized, the relevant MS Dynamics data record can be opened for editing.

Calls and processes can be routed according to information from master data in MS Dynamics.

Click-to-dial enables easy selection of contacts directly from MS Dynamics.

Processing times and contact reasons are recorded and

Integration of the Professional Client Web into your MS Dynamics interface.

It creates advantages for contact handling, routing, contact history, productivity

(28)

Microsoft Teams Adapter Optimised collaboration

Status synchronisation

The different user statuses of Microsoft Teams and the Multichannel ACD can be

synchronized, e.g. to block users in the ACD who are busy in Teams Teams Colleagues Directory in the ACD Client

List all team users of shared teams

Quick filter to find colleagues, view their status, write chat Plugin for the web-based Professional Client of the ACD

(29)

Your benefits

At a glance

(30)

A connection with many benefits There’s more in it for everyone

Multi-site and cost-effectiv

Multiple channels – one solution Fast implementation, no risk Many add-on functions

Security

Encryption and data protection Support and maintenance

(31)

Web-based from the cloud

Connect multiple sites and/or home offices

Billing is based on “pay-per-use”

From a single source: Can be combined with any service number

Multi-site and cost-effectiv

Multiple channels – one solution Fast implementation, no risk Many add-on functions Security

Encryption and data protection Support and maintenance

Pricing model and contract term

A connection with many benefits

There’s more in it for everyone

(32)

Fast implementation, no risk Many add-on functions Security

Encryption and data protection Support and maintenance

Distributes calls, e-mails, faxes, text messages, WhatsApp, voice mails, letters and jobs, as well as Facebook posts and tweets

Supports distribution processes from external applications (e. g. Salesforce, Microsoft Dynamics)

Integrates many popular systems via interfaces

Multiple channels – one solution

Multi-site and cost-effectiv

A connection with many benefits

There’s more in it for everyone

(33)

Tarifmodell und Vertragslaufzeit

Multiple channels – one solution

Many add-on functions Security

Encryption and data protection Support and maintenance

Pricing model and contract term

Short implementation times

Extremely low technical requirements

Maintenance, updates and support are included

Easy to set up and upgradable at any time

Personal test access available

Fast implementation, no risk

Multi-site and cost-effectiv

A connection with many benefits

There’s more in it for everyone

(34)

Tarifmodell und Vertragslaufzeit

Multiple channels – one solution

Security

Encryption and data protection Support and maintenance Fast implementation, no risk

Expandable on demand

Can be easily combined with other solutions, third-party applications and telecommunication technology that is already in use

Many add-on functions

Multi-site and cost-effectiv

A connection with many benefits

There’s more in it for everyone

(35)

Tarifmodell und Vertragslaufzeit

Multiple channels – one solution Many add-on functions

Encryption and data protection Support and maintenance

Pricing model and contract term Fast implementation, no risk

The systems are located at a Telekom location in Germany that is air-conditioned and features a protective shell, a backup power supply and secure access

Each system operates completely autonomously.

Routine checks ensure an exceptional level of availability.

Trusted Cloud certified!

Security

Multi-site and cost-effectiv

A connection with many benefits

There’s more in it for everyone

(36)

Tarifmodell und Vertragslaufzeit

Security

Support and maintenance

Password-protected access to administrative and statistical ACD websites with 128-bit SSL encryption

Communications of the Professional Client is encrypted with 2,048-bit RC4

Data protection in accordance with the statutory data protection provisions

The Multichannel ACD fulfills the specifications of the EU GDPR!

Encryption and data protection

Multi-site and cost-effectiv Multiple channels – one solution Many add-on functions

Fast implementation, no risk

A connection with many benefits

There’s more in it for everyone

(37)

Security

Encryption and data protection

Pricing model and contract term

Comprehensive hardware and software maintenance and 24-hour hotline for malfunction reports with a defined reaction time of 30 minutes

Setup support inquiries can be made free-of-charge during normal office hours

Support and maintenance

Multiple channels – one solution Many add-on functions

Fast implementation, no risk Multi-site and cost-effectiv

A connection with many benefits

There’s more in it for everyone

(38)

Security

Encryption and data protection Support and maintenance

One-time setup fee incl. start configuration

Monthly fee and additional usage time (caller minutes) of cloud-based ACD for pay-per-use variant

Optional contract terms of 12, 24, or 36 months

Pricing model and contract term

Multiple channels – one solution Many add-on functions

Fast implementation, no risk Multi-site and cost-effectiv

A connection with many benefits

There’s more in it for everyone

(39)

Our solutions in action

References

(40)

Our solutions in action

nicko cruises Schiffsreisen GmbH

Challenge

With the transition to VoIP, the decision was made to introduce a new, future- proof ACD solution with multi-site

reporting and monitoring – without this a good resource planning is impossible Foto/Rechte

Goals

Optimize telephone reservation options

Continue to improve customer service

Optimum staff utilization

Solution extendability

Solution

Multichannel ACD

Multi-site, qualified call distribution and processing. Web-based, user-friendly client for agents and administrators

Customer Feedback (Multichannel ACD) Automatic customer survey after a service contact. The result of the survey is available in real time for evaluation and can be retrieved online at any time Local Service Call Give your existing landline number the extensive functions of a service number.

You continue to be reachable at your known number; your callers simply pay for a normal call to a landline or even reach you free of charge with a flat rate.

„Thanks to central routing, existing staff is much better utilized and

Image source: nicko cruises Schiffsreisen GmbH

(41)

Challenge

The aim is for the decentralized telephone consultants of a new information and help line to provide ad-hoc help through an intuitive and easy-to-use solution.

Our solutions in action

Bundesverband Kinderhospiz e.V.

Goals

Improved accessibility of the association

Virtual and hence flexible team of telephone consultants

Recorded messages when no consultant is available

Toll-free number and hence a simple offering without the hurdle of costs

Statistical call analysis to determine additional needs

Solution

Multichannel ACD

Incoming calls are automatically distributed to the consultants. The solution can be expanded at any time to include more agents or to handle email inquiries.

freecall 0800

The service number provides

a completely free offering for callers, allowing ad-hoc help to be offered to families who need it.

„We enable families to contact us around the clock for help and

(42)

Our solutions in action

Deutsche Telekom Europe AG (1/2)

Challenge

The Procure-to-Pay (PTP) business unit has set itself the goal of creating unified support with a central access point for many different channels. The goal is to improve the distribution and processing of inquiries (routing and ticketing).

Goals

Increase first-level solution quota in first-level support

Transparency via incoming orders and capacities

Ongoing development of content –>

Customer will specifically be given the ability to solve their matter

themselves

Establish a transfer of knowledge

Solution

Multichannel ACD

is responsible for routing the telephony and the tickets to the right agents. ACD classifies each customer inquiry into a predefined category and assigns it to the appropriate queue.

Salesforce Connector (SFC)

automatically connects the salesforce instance to the ACD and prepares the distribution of incoming processes (tickets) according to a categorization of the appropriate characteristics.

Professional Client Web (Multichannel ACD)

is an integral component in the salesforce interface and enables agents to have their entire workspace on the screen.

“Our goal is to optimize the process flow in the support environment

(43)

Open web interface calls up information about the caller from the Salesforce Service Cloud (e.g. language, ticket no. with time stamp, VIP status, etc.)

With the push service, the SFC transmits the case ID and the category to ACD.

Once equipped with information, ACD routes to the correct agent by means of a complex condition syntax.

As soon as an agent is assigned a case, the Salesforce master data set appears in the ACD Professional Client Web.

The web interface with the Salesforce Service Cloud allows tickets to be automatically prefilled for the agent (caller number, IVR input, etc…) and the agent is able to enter information in the Salesforce master data record via ACD.

Our solutions in acction

Deutsche Telekom Europe AG (2/2)

Query handling PTP customer

(employees, suppliers, DTSE customers) System event management

PTP Contact Center (nat./int.)

Order & invoice clearing, supplier steering, business, Tel IT

Backend systems

Process management

(44)

Our solutions in action

Trading company uses Multichannel ACD with Microsoft Dynamics

Challenge

An internationally active trading company was faced with the challenge of

optimising its telephone customer service outside of Germany. The distribution and processing of service calls in the

customer service of seven countries was to be guaranteed uniformly via a tool with a corresponding transparency.

Foto/Rechte

Goals

Increase in service quality through the seamless connection of the Multichannel ACD to Microsoft Dynamics

Transparency about call volume, capacities and service quality

Efficient processing through integration in MS Dynamics

Optimise process flows

Improve customer and agent satisfaction

Solutions

Multichannel ACD

is responsible for routing the telephony to the right agent. The ACD classifies each customer request into a predefined category and assigns it to the appropriate queue. Tools for comprehensive

monitoring and reporting are also available.

Microsoft Dynamics Adapter (Multichannel ACD)

CTI link for connecting MS Dynamics:- CTI pop-up for incoming calls - Dialling phone numbers from a customer mask

Professional Client Web (Multichannel ACD)

is an integral part of the Salesforce interface and allows the agent to have the entire workspace on screen.

(45)

Challenge

BEW, a medium-sized trading company for construction elements in the area of windows and doors, had not previously used a call distribution solution. The challenge was therefore to introduce a cloud solution and to ensure a successful onboarding process for the employees.

Our solutions in action (for medium-sized companies ) BEW Bauelemente Werratal GmbH

Goals

Increased accessibility

Relief of the reception staff

"Silent" onboarding of employees

Connection to merchandise

management for allocation of callers

Controlling of caller behaviour

Solutions

Multichannel ACD Mittelstandslösung Set-up of an ACD solution with 24 agents in customer service

Including IVR (Interactive Voice Response) with waiting field

Local Service Call

With Local Service Call, customers reach the company under a local number and only pay for a regular call to the fixed network (with a flat rate, the call is even free).

Image source: BEW Bauelemente Werratal GmbH

“The solution has solved our problem exactly! We have not received any feedback from our customers regarding non-availability.“

Ronny Hartmann-Schmidt; Head of IT and

(46)

The first step

Test for four weeks

Would you like to have your own personal test access?

No problem!

Test environment made up of Multichannel ACD and Cockpit

Individual routing plans and statistics

Non-binding four-week test period with test fees – reimbursement upon order

Routing can be directly taken over during the transition to live operations.

(47)

Kontakt

If you have questions or for more information, you can contact us at freecall 0800 330 8223

Email: contact-center-solutions@telekom.de www.telekom.de/contact-solutions

(48)

Thank you!

References

Related documents

Osnovne funkcionalnosti aplikacije so vnos naročila, izmenjava podatkov z ERP sistemom ter tisk označevalnih nalepk za zavitke in kartonske škatle s pomočjo laserskega in

• Cisco and salesforce.com Customer Interaction Cloud: This multichannel contact center solution tightly integrates salesforce.com’s industry-leading cloud platform with

ACD: Automatic call distribution system is very important part of any call center , Aria CCS provide multiple ACD group for different requirement , ACD group can be used for

The Automatic Call Distribution (ACD) function of the BusinessPhone Call Center solution enables calls to be directed to the most appropriate call handling group, giving callers

From IVR ( Interactive Voice Response ) to ACD (Automatic Call Distribution ), you can manage your customer service center easily with PLATON® solution.. Features for

PageBuilder’s easy-to-use content management tools make it simple to create web pages and campaign microsites to support your fundraising and constituent engagement campaigns.

the Environment)  Selects projects to receive RDF grants  Manages RDF grants $ Xcel Energy  Recommends projects to PUC for funding  Manages PUC- approved RDF grants

Other UN agencies with service centres already in place have achieved financial benefits through cost differentials between HQ and service centre