AVAYA IP Office CCR
Sometimes companies can be overwhelmed with the challenge of delivering customer service. Often calls and e-mails come in and there are not enough people to handle them. Callers are left on hold or are transferred from one person to another. E-mails pile up unanswered. Customers feel they are not known even though they may be very important customers.
Responsiveness to customer needs via every possible touch point—in person, on the phone, via e-mail, on the Web—is one of the most important challenges facing any business today. Customers remember the vendors who handle their needs well and reward them with continued loyalty. And because keeping an existing customer loyal costs less than finding a new one, service that delivers customer loyalty is always a good investment.
A&D provide call centre solutions built on both Avaya and Mitel technologies, and will advise as to which offering will suit the client’s needs depending on the features required, size of the call centre and budget.
AVAYA IP Office CCR (Customer Call Reporter) – What is it?
AVAYA IP Office Customer Call Reporter is Avaya’s new server based contact center product. Drawing upon the latest web and design technologies the IP Office Customer Call Reporter introduces significant new capabilities to manage a single site call center environment. The product focus is on ease of use and deployment simplicity to ensure improved ongoing productivity and lower support costs.
In its native web server environment the IP Office Customer Call Reporter supports up to 150 Agents and 30 Supervisor logins and can be simply installed onto a single server without the need for any client software deployment. Administration and management of the call center is carried out using a thin client through a secure password protected web browser session.
Key Features
Real time call center activity monitor.
Microsoft server based with thin client (web browser) client connections.
Simplified installation and maintenance.
Six reporting templates provide drag and drop and user defined filter options.
Three customizable views per Supervisor
Report Scheduler for printing and email of daily, weekly and monthly reports.
Configurable Alarm thresholds and Alarm views.
Reports on IP Office Busy Not Available Reason Codes
Multi-lingual capable. Includes 7 languages for browser access and reporting.
Supports up to 30 Supervisors and 150 Agents
Mitel 6100 Contact Centre Solutions – What is it?
The Mitel 6100 Contact Centre Solutions suite consists of several software applications that offer solutions to meet every business need in today’s and tomorrow’s contact centers.
| 6110 Contact Centre Management (CCM) |
6160 Intelligent Queue |
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 Historical reporting and real-time monitoring
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Intelligent Recorded Announcement Device (iRAD)
IVR (Integrated Voice Responce)
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| 6115 Interactive Contact Centre |
6110 CCm Enhancement |
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Dynamically changing the states of Agents and Queues
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Multi-site historical reporting and real-time monitoring
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| 6120 Contact Centre Scheduling |
6100 Enhancements |
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Agent forecasting and Scheduling
|
Complete call costing solution
|
| 6150 Multimedia Contact Centre |
|
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Email tracking and routing
|
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Supervisor Features:
Reporting
Reporting is the key element to managing any call center. Reports are natively written to Excel in Internet Explorer 6.0. The Reporter and Scheduled Reports applications provide the following features:
Choose from 147 report types across all call center elements, over any date and time horizon.
Schedule reports on a tremendously flexible timetable that is tailored to the needs of individual supervisors.
Generate reports and view the results in your personal report inbox from anywhere, at any time.
Generate presentation-quality charts along with each report.
Use the Excel chart wizard to customize your report tables and charts on the fly.
Automatically print reports to your network printer and e-mail them to anyone.
View only those reports associated with the agents you manage. 6110 Contact Center Management security dictates which agent groups and queue groups individual users view when running reports.
Real Time Monitoring
Monitoring activities in real time is another important aspect of managing call center activities.
The SuperAdvisor and AgentAdvisor applications provide the following information and features:
Real-time agent state displays (icons for log in; log out; DND; make busy; ACD call; ACD call on hold; non-ACD call; non-ACD call on hold; outgoing call; outgoing call on hold; work timer) showing length of time in state, extension used, type of ACD call
Real-time statistics on agent shift activity (shift time; time of login; time of log out; talk time on ACD calls, non-ACD calls, outgoing calls; peg counts for all call types)
Up-to-date queue statistics by 15-minute interval, over-the business-day detailed answered, abandoned call, interflowed call, overflowed call, and service level
Customizable threshold settings for agents based on time spent in any state
User-defined alarm thresholds for queue statistics
Notification of unacceptable performance - SuperAdvisor appears on top of all open desktop applications and “beeps”
Online chat with agents and other supervisors
User-defined profiles to save threshold settings and devices displayed on open monitors
Supervisor mobility so you can log on to any PC and monitor call center conditions from anywhere in the world
Forecasting
4Sight forecasting is a reporting feature. You can generate run-on-demand or scheduled forecasts. Using the industry-standard Erlang C formula, 4Sight uses historical PBX data and calculates the number agents required to achieve a customer-defined service level. For example, a supervisor may want to calculate the number of agents required to answer 80% of calls in 30 seconds based on last month’s call volume. The resulting forecast is formatted and displayed like a standard report.
6115 Interactive Contact Centre
6115 Interactive Contact Center MiTAI enables the 6110 CCM application to command and
control agents and queues while still retrieving statistical information over the ACD real-time and
SMDR data feeds. From the Web browser, supervisors can perform the following functions:
Move queues in and out of Do Not Disturb
Schedule queues to open or close based on the business day
Move agents in and out of Do Not Disturb
Move agents in and out of Make Busy
Log in and log out agents
6120 Contact Centre Scheduling
Effective call center management involves having the right resources in place at the right times to handle an accurately forecasted workload at the desired level of service. Forecasting predicts the number of agents you require to achieve your service level target. 6120 uses forecasted data to schedule agents based on criteria such as
Availability
Skill set
Labor rate
6120 Scheduling provides comprehensive agent scheduling. It is a cost effective solution that provides about 90% of the functionality of high-priced work force management solutions.
Agent Features:
Agent Advisor
With the AgentAdvisor desktop display, agents are kept up-to-date on the activities of other call enter agents and queues.
Some call centers prefer AgentAdvisor to reader boards for the following reasons:
Reader boards are expensive.
Reader boards are labor-intensive to install.
Depending upon where agents are seated, they may not be able to view the reader board.
Individual agents can customize AgentAdvisor or you can create a profile and copy it to all agents.
AgentAdvisor is free for unlimited agents.
AgentAdvisor displays the statistics in a single, sizeable window.
AgentAdvisor provides customizable alarm thresholds.
With AgentAdvisor, agents can view other agents in real time.
With AgentAdvisor, agents can view multiple queues simultaneously.
With AgentAdvisor, agents can chat online with other agents and supervisors.
Chat Line
ChatLine provides real-time communication between supervisors and agents. Supervisors can manage call center operations from any location and communicate directly with agents and other supervisors. Agents can log on at the call center or tele-commute. ChatLine is ideal for instant communication. ChatLine provides the following features:
Send messages from any computer
Broadcast messages to multiple recipients
Secure transmissions - communications are tied to the agent’s or supervisor’s login
Supervisor mobility - supervisors can chat online at the call center or from a remote location