Compact Contact Center Breakout

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Compact Contact Center Breakout

• CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE

Peter A. KratzelIPO Applications Product Manager
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Compact Contact Center Market Primer
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Contact Centers are DIFFERENT

• Contact Center Sales Cycles are typically longer
  than an average phone system sale.
• 30-90 day sales cycles are common
• One of the goals of CCC is to reduce the sales
  cycle for our partners.
• CCC Customers are Generally of Two Types
• Small Business New Experience of a Contact
  Center
• Medium Businesses Product Comparison/RFP
• Opportunity
• Over 600K SMBs are under 50 employees/agents

Market Overlap
lt25 Agents Informal Contact Center Standard
Reporting Requirements No MultiMedia
lt50 Agents Mixed Informal Formal Real Time
Reporting Historical Reporting by Group/Split May
Have Custom Requirements Minimal
Multimedia Preview Dialing/Outbound
Market Overlap
gt50 Agents Formal Contact Center Service
Agencies Dedicated Staff Blended Call
Facilities GOS Calculations are Crucial Agents
Performance Based Pay
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Identifying the OpportunityHow to identify a
SMBs need for Customer Service reporting

• Do They Need To?
• Have more than one person responsible for
  handling incoming sales service calls?
• Keep track of their daily call traffic?
• Know how many of their customers HANG UP before
  being served?
• If they answered YES, they are a CALL CENTER
• Can They
• Afford to stay in business if they do not know
  the value of their customer?
• Compete with much larger competitors without
  providing the same level of service?
• If NOT, they NEED a customer service solution

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Compact Contact Center Value Proposition

• Purpose Built for SME
• Built in cost and management capabilities,
  minimal professional services or configuration
  required
• Manage Resources, Control Costs
• Use built in management tools, easily see when
  problems arise in the contact center and provide
  better management of agents
• Reduced Total Cost of Ownership
• Fast start-up and low maintenance costs provide a
  measurable ROI for small businesses. Scalable
  from as low as 5 agents to 75 agents

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Compact Contact Center (CCC) Features
Campaigns/IVR/Queue Management Recording
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Contact Center Positioning

• Market Guidelines
• lt10 Agents
• 10-50 Agents
• 10-50 Agents
• 40-150 Agents
• 100 Agents
• 100 Agents

Platform

• CBC Basic Hunt Group Mgt
• CCC SME Contact Center
• Contact Center Express Mid-Mkt Contact Center
• CMS/OA Enterprise Reporting
• Interaction Center (IC) Enterprise Level Contact
  Center

FUTURE
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Alliances Strengthen CCC Offer

• Microsoft
• IP Office Customer Management
• Bundled Solution w/ Microsoft Dynamics CRM
• Small Business Edition targeted at 25 users
• PMPro integration with LCS
• HP
• Avaya SMBS Certified HP Servers
• Avaya specific testing
• Hi-Grade servers
• For running SMBS application portfolio

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CCC Reporting The of the Contact Center
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CCC Historical Information Management

• Management Ready Reports
• Standards Based
• Uses Crystal Reports based XML queries to provide
  ease of use and customization
• Report Scheduling
• Automatic report generation to printer or file,
  or send by email automatically
• Integrate with LOB applications
• Export reports to Excel, Word, .pdf for use in
  customers business database
• Customizable
• Ability to provide a true professional services
  offering to the small business

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Understanding CCC Reporting

• The three key words for reporting on CCC are
  Hierarchy, Target and Summary.
• Hierarchy The highest group number assigned of
  which the Call Center agents are members will
  collect the reporting information
• Target The Group or Agent DN will collect all
  the reporting information against its own
  specific number
• Summary An Overview of information for the
  selected variable i.e. System summary

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Example of Hierarchy reporting groups
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Understanding Reporting Incoming Calls by Target
Group

• Report Provides
• Group
• Avg. Wait Time
• Ans. Bins
• PCA
• Target v All
• External Xfers

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Understanding Reports Hierarchical Agent Group
Tabular Summary

• Report Provides
• ALL calls
• Highest Group
• Total Time Logged in
• A Measure of Agent Performance

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Creating Custom Reports w/ Crystal

• Basic Report From Scratch
• Modifying Existing CCC Report

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Questions/Comments
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