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2 Ｐ age 2

3 Ｐ age 3

4 Ｐ age 4 Callback Queuing Networked Queuing CT Control Agent Desktop Custom Announce Web Callback Queuing Email Queuing Fax Queuing Web Chat Queuing Multi-Media Routing Engine GUI Administrator Full Reporting Package Real-Time Statistics Built-In Screenpops Multimedia Display Auto-Attendant Delay / Progress Messages Caller Query Integration IVR Queuing Database / Custom Screenpops Custom Self-Service Applications Outdial Queuing Blended (Power, Preview) Integration

5 Ｐ age 5 Alison Phil Jackie Bob Priority:3 Paul Peter Alex Priority: 4 Jenny Bill Priority: 5

6 Ｐ age 6 Click the Agent button to log in. Agents can view or change their Agent Class and select their delivery medium or media types.

7 Ｐ age 7 Multiple viewing options are available. View the status of each agent and the calls they are taking. View the details of callers waiting in queue. Service levels are available on a per queue basis.

8 Ｐ age 8 Agents know how long the caller has waited and their current talk time. Various call handling options are available to the agent. Other agent-based functions such as Worktime, Break, Call Wrapup and Agent Alerts are available with Desktop. CLI, caller name, associated notes & any information keyed in by the caller while they waited in the queue are screenpopped to the agent as the call arrives.

9 Ｐ age 9 Information about each call can be collected with manual or forced Wrapup templates presented to the agent during or after each call. To enter information during the call select the Wrapup button

10 Ｐ age 10 To take a break, just click the coffee mug button… Or click the drop-down and select a reason. This information is then displayed in Desktop for all agents and supervisors to view.

11 Ｐ age 11 Agents and Supervisors can view statistics for each agent such as total calls, abandons, average talk time, occupancy %, etc

12 Ｐ age 12 If queued call wait time or agent availability fail to meet the contact center’s operating parameters, a visual and/or audible alert is given.

13 Ｐ age 13

14 Ｐ age 14 Delivered to agent If you would like to leave a Callback message, please press the star key any time during this message. You are the 3rd caller in line. Delay Announcement You are the next call to be answered. Delay Announcement Sales Queue Calls in Queue 30 secs 105 secs 75 secs If you prefer, you may Fax or Email your orders. Please ask your representative for more details. You are the 2nd caller in line. We apologize for the delay. Delay Announcement Thank you for calling ABC Orders Department. You are the 4th caller in line. A representative will be with you shortly. Delay Announcement 120 secs * Queue Example ABC Company

15 Ｐ age 15

16 Ｐ age 16 The template can be custom designed with information about contact center status, opening hours etc.

17 Ｐ age 17 Push Web Page URLs, or paste pre-set text into the conversation. Use the tool bar to Transfer and Save Chat Sessions.

18 Ｐ age 18 Agents can view the details of the email they are responding to including subject and sender, and whether there is an attachment. Agents be configured to handle multiple emails if required. Display emails waiting for a response and agents logged into the Email Queue. Complete agent and queue visibility is available in Agent Desktop for both Email Queuing solutions

19 Ｐ age 19 Email Queuing Desktop Agents can answer and process all Emails in the one application: Agent Desktop Details about the caller and the queue that the email originated from are displayed when the email is opened. Agents can process calls from the main Desktop Active Calls pane or within the Email itself Show Call answers and then displays the call in the Desktop Email view

20 Ｐ age 20 The template can be custom designed with information about contact center status, opening hours etc..

21 Ｐ age 21 The Web Callback history is displayed. Customer and contact information is presented to the agent. A resolution template is available for completion during or after the call.

22 Ｐ age 22 Select the type of report you wish to run. Over 200 different types are available. Use the step by step ‘Wizard’ to build your Report. Select the time- frames for the Report using absolute, relative or custom time-frames.

23 Ｐ age 23 Select the agents or group of agents that you wish to include in the Report.

24 Ｐ age 24 Select the ‘types’ of calls to be included in the Report.

25 Ｐ age 25 Select the queues or group of queues to be included in the Report.

26 Ｐ age 26 To export Report information, simply Save As a ‘.csv’ file.

27 Ｐ age 27

28 Ｐ age 28

29 Ｐ age 29 Nombre del Agente Estado del Agente Si el agente tiene llamada muestra duración de llamada, si no únicamente tiempo total de conexión diaria

30 Ｐ age 30 Nombre del Agente Llamada Activa Estado del Agente

31 Ｐ age 31 Indicadores Agente Desconectado Agente Conectado Tiempo de Trabajo Break

32 Ｐ age 32 Total de correos Abandonados Nivel de Servicio de Correos Agentes Conectados Agentes Disponibles Agentes en Break Nivel de Servicio de Llamadas Total de Llamadas Abandonadas Llamada en Cola Total de Correos en Cola por segmentó

33 Ｐ age 33

34 Ｐ age 34 Encore es un sistema que provee grabación de llamadas de voz y datos y administración del desempeño de los agentes. Con Encore en su contact center usted puede monitorear, registrar, revisar, evaluar, organizar y catalogar las grabaciones de voz y datos en una herramienta simple basada en Windows. Ningún otro sistema combina tantas funciones como flexibilidad en una solución compacta, robusta y accesible. La solución de Encore consiste en la grabación de llamadas y adicionalmente: *Screen Recording integrado con grabación de voz *CenterPlus™ agrega monitoreo integrado, evaluación, reportes, y herraminetas de entrenamiento. *Portfolio™ integra evaluaciones de los agentes y datos para la generación de reportes que informan de la historia real dentro del call center.

35 Ｐ age 35

36 Ｐ age 36  EJEMPLO DE CONEXION PARA UNA SOLUCION PARA LA GRABACION DE 100 POSICIONES VOIP Y SCREEN RECORDER

37 Ｐ age 37  Búsqueda fácil en la localización y reproducción de las grabaciones. El filtro incluye búsqueda por rango de fechas, grabaciones de hoy, de ayer, por duración, por número de caller id, por DNIS, por extensión, por puerto, por Agent Log ID, por el nombre de Agente. Incluso pueden crearse criterios de búsqueda personalizados y salvarlos para uso futuro

38 Ｐ age 38  Tarjeta de Evaluación por Agente. Los Supervisores pueden diseñar y modificar las tarjetas de evaluación de clientes para incluir las preguntas y estadísticas sobre lo que desean evaluar a los agentes.

39 Ｐ age 39  Reproducción de voz y video sincronizado –Soporta combinación de archivos de audio y video cuando se salva o se envía por email –Graba toda la actividad de la pantalla –Graba los Websites visitados –Graba las Aplicaciones usadas –Graba lo typeado –Graba los Email messages  Evaluación del Agente Integrado  Soporta múltiple monitoreo

40 Ｐ age 40 Open Discussion Thank You Questions?