CallView

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CallView call management software
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Callview

• Overview of modules and applications
• Callview Gateway the heart of the system
• Wizard networked call reporting tool
• Wizard M.I.S management info statistics
• Wizard ACD formal call centre statistics
• Netlink automatic reports
• Wallboard LAN based PC wall boards
• Client - screen popping
• Navigator off switch call routing
• Multi-Media Gateway - media blending
• Mercom Integration voice recording retrieval

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Callview Gateway

• The heart of Callview
• CTI integration
• Software application that links your telephone
  system to your computer network.
• Stores all information from the PBX and connects
  to all other Callview modules.

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Callview Gateway

• 2,000,000 Record import support
• ODCB Compliant
• Over 1000 concurrent user connections
• Concurrent user licensing
• Connection via serial port or IP
• Uses cradle to grave technology with call
  segmentation for every inbound and outbound call.

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Callview Wizard

• Provide cradle to grave historical reporting for
  both inbound and outbound call traffic.
• In-depth call costing with extensive tariffs
• Fully customisable reports with field selection
• Erlang forecasting modules
• Copy and paste directly to Windows applications.

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Callview Wizard

• Un-returned lost call list for business recovery.
• Customisable Reports.
• Filterable by extensions, groups, DDI, Trunk etc.
• One Size Fits All. Reports on every device on the
  system.
• Concurrent Licensing
• Call segmentation

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What is a Call Centre?
A call centre is the name given to a group of
people within a department with the prime
objective being to receive or make telephone
calls
There are two main types of call centre
Informal
Formal
Is normally a call centre that has one shift per
day  Reports can be drilled down to the telephone
extension
Is normally a call centre that has two or more
shifts per day Reports can be drilled down to the
individual
.
.
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Wizard M.I.S.

• All Standard reports plus further enhanced
  historical reports showing summaries, trends and
  grouped by extn, time of day, account code,
  trunk, ring time, cost group, etc.
• Real time reporting with configurable graphical
  displays, numbers, graphs, lists icons.
• Cut and paste graphical and numerical tiles.

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Wizard M.I.S.

• Real time visual Audible alarm indicators
  against customer configurable thresholds
• Call control allow Supervisors to steal, redirect
  monitor calls
• Simultaneous Station Monitor Record a Call
• Concurent Licensing
• One module monitors all.

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Wizard ACD

• All standard and MIS reports plus ACD reports
• AGENT based historical and real time reporting.
• AGENT alarms against Wrap-Up, Ready, Not
  Available, etc.
• In addition to all other call control,
  supervisors have control over AGENTS to Log
  In/Out of hunt groups across the entire switch
  network and change their state.

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Wizard ACD

• Cut and paste Graphical and numerical tiles.
• All MIS tiles and functionality.
• Agents call control state.
• One module Monitors all.
• NO AGENT LICENSES

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Netlink

• Schedule reports automatically to be printed,
  exported, viewed or emailed.
• Displays web reports and statistics via the
  internet or intranet automatically.
• Allows integration with forecasting packages,
  hardware wallboards and other systems.

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Netlink

• Displays reports and statistics via WAP on your
  mobile comms (e.g. mobile phone).
• Perfect for companies that have different
  departments that need certain information on a
  regular basis.
• Always a place to position the web reports to
  either the prospect itself or their own customers

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Desktop Wallboard

• Displays real time company statistics using
  cradle to grave technology
• Similar to a toolbar, enabling it to be
  positioned or resized to fit anywhere on your
  screen
• Numerically display in excess of 500 simultaneous
  values of over 150 different statistics with
  infinite number of filters and alarms

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Desktop Wallboard

• Real time visible, Audible Alarms.
• MIS and ACD Agent tiles
• Service Level tiles.
• With or without DSS

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Callview DSS
Callview wallboard real time monitor
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Callview DSS

• Call control functionality.
• Fully user configurable.
• Extension activity information.
• DND message and forwarding.
• Light operator console.
• With or without wallboard.

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Callview Client Screen Popping

• Provides the integration of the telephone to any
  application on the agents screen. For example
  Screen-popping.
• Automates what the agent or user does manually.
• Integrates with any Windows application.
• Off the shelf integration for
• Microsoft Outlook, Sage Telemagic, Maximizer,
  Symantec Act, Goldmine, Microsoft Access.

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Callview Client Power Dialer

• Also provides power and progressive dialing
• Free Personal call logger.
• Free Personal Navigator.

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Navigator

• Skill set routing
• Look ahead routing
• E-Mail event trigger
• Auto call recording
• Many applications

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Navigator

• Intelligent Call Routing
• Route calls dictated by information contained
  within the users database
• Look Ahead Routing
• Route calls based upon real time key performance
  statistics
• Skill Set Routing
• Route calls to the most appropriate people
• Hunting within skill groups with more flexibility
  than the telephone switch tables
• Instant Auto Call Record
• Instant auto call record based on any criteria.
  Performance, caller ID, hunt groups, etc.

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Navigator

• Email Notification
• Email notification based upon any criteria
• Email whomever you want when calls are abandoned,
  with any of the details of the call, so they can
  take the appropriate action to recover potential
  lost revenue
• Automatic Agent State
• Automatically change agent state based upon any
  statistic
• Automatically balance hunt groups or place agents
  in DND when not taking calls
• Automatic Account Code Setting
• Perfect for wrap codes

We find new applications everyday.
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Callview Multi Media Solution
Intelligent auto responses, including real time
e-mail and call statistics (eg average response
time for e-mails, call wait times) Queue
prioritisation balancing, considering staff
workload, time, skills, service levels etc Call
Me now! prioritisation from Website using
e-mail Auto return call on abandoned
calls Intelligent message routing Outlook
Integration

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Without Media Blending
Today's Call Centre
Fine for CALLS, what about my e-mails, Fax, SMS
etc?
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Today's Call Centre, how e-mails are handled

• Can one of you check the sales_at_xyz.com mailbox
  when you get an opportunity to see
• Supervisor checks and either handles or forwards
  message for someone to deal with, when they have
  time.
• Selected agents only ever deal with e-mails, by
  logging out of group.
• Am sure it just sort of happens somehow, not
  within my remit.
• Which policy does your customer adopt?

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With Media Blending
So, how does it happen?
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Callview Multi Media Solution
What about reports?
E-mail activity reports Full historical
reporting on Agent activity Real time reporting
with Agent status control New Agent states added
(busy (email), wrap up (e-mail) free (e-mail)

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Callview Multi Media Solution Outlook Integration
Agents can accept, refuse or give an alternate
response to a routed e-mail Agent states control
(Callview Client reqd) Call control and e-mail
screenpops (Callview Client reqd) No retraining
or alternative e-mail client necessary
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Auto Response
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Where does the Mercom Recorder fit?
Callview Wizard
Callview Gateway
Mercom Call Recorder
Call Recording Link
Customer
TelephoneSystem
ISDN
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Callview Mercom Integration - Call Retrieval
Playback
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Callview Mercom Integration - Call Retrieval
Playback
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Call view Mercom Integration Search Criteria
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Callview Mercom Integration Benefits

• Ability to retrieve, play back, and act upon
  customer communications
• Perfect aid to staff and agent training
• Evaluate the performance of call centre staff
• Provides an accurate record of what was said by
  whom
• Useful for dispute and query resolution
• Aids regulatory compliance
• Monitor the effectiveness of new marketing
  campaigns
• Protect staff from abusive and difficult
  customers

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Callview Mercom Integration Features

• First fully CT integrated call recording and
  call/contact centre management application
• Ideal for extensive, high quality call monitoring
  
• Utilises your friendly and familiar Callview
  Wizard advanced call reporting interface
• Extensive 'search by' criteria
• Requires little additional user training
• Leverages Callview modular features
• Cradle to Grave search and retrieval
• Unsurpassed ease of call retrieval
• Easy to configure and sell profitably

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Why Do Customers Buy
Increase Revenue
Increase in Quality
Increase in Company Image
Increase in Productivity
Reduced Cost
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