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Similaire à Business ConneCT Unified Communications Solution Overview
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Business ConneCT Unified Communications Solution Overview
- 1. Business ConneCT Unified Communications Date: 2011-June Version 5.1
- 2. Agenda ▐ Trends & Needs ▐ Unified Communications ▐ All in One Solution ▐ Switching roles: Employee Contact Center Operator ▐ Generic features & functions ▐ Summary Page 2 © NEC Unified Solutions 2011 Business ConneCT
- 3. Market Trends Workplace Trends Role of Software Simplify One world of business working together Reduce IT Costs Always on, Always connected Secure and manage content Customer Interaction Find information Transparent organization and improve business insight Page 3 © NEC Unified Solutions 2011 Business ConneCT
- 4. Needs CEO: Satisfied Customers: Increase Revenue Immediate Help! Market share! Finance: Cut Costs! Employees: Efficient Tools! IT: Operational Control! Page 4 © NEC Unified Solutions 2011 Business ConneCT
- 5. Unifying the Communications Information/Knowledge Manner/Mode Medium Page 5 © NEC Unified Solutions 2011 Business ConneCT
- 6. Business ConneCT Business ConneCT is the all-in-one Contact Center& Operator & Unified Communications Solution ▐ Provides excellence in contact handling and caller services ▐ Improves the reachability of your employees ▐ Improves multi-tasking staff’s efficiency and productivity ▐ Minimizes your cost of ownership Page 6 © NEC Unified Solutions 2011 Business ConneCT
- 7. UNIVERGE 360: People at the Center How do you communicate How others communicate with you Find the right person, use the right communication Defined by Business Process or Workflow The Right Tools For The Right Role Page 7 © NEC Unified Solutions 2011 Business ConneCT
- 8. Functionality independent of place and device Desktop Client Mobile Client DECT Client XML Phone Client In the car Office Paris Office Madrid At home Page 8 © NEC Unified Solutions 2011 Business ConneCT
- 9. Functionality optimized for Roles and Needs Employee Efficient interactions Agent Streamline customer contacts Operator Better service to callers Supervisor Improve Business Process Combined in a single easy to deploy package Page 9 © NEC Unified Solutions 2011 Business ConneCT
- 10. Switching Roles Page 10 © NEC Unified Solutions 2011 Business ConneCT
- 11. User Experience Page 11 © NEC Unified Solutions 2011 Business ConneCT
- 12. Features ▐ Control Deskphone or Softphone via the PC Calling party pop-up, Click-to-call, Conferencing, Call history logging, Buddy list ▐ Directory Services Search while you type, alternative numbers ▐ Voice Mail Unified Messaging to any e-mail system ▐ Presence Management Phone state & calendar state & on-line state Route incoming calls according to calendar state Microsoft Outlook calendar integration ▐ Enterprise Instant Messaging Or send e-mail or message to Mobile/DECT ▐ Integration with 3rd party desktop applications ▐ Language can be set by user ▐ From any PC, with any type of phone ▐ Online Help Page 12 © NEC Unified Solutions 2011 Business ConneCT
- 13. Benefits ▐ Improve customer satisfaction 1 consistent professional face to the customer Personalized, accurate and qualified responses ▐ Improve the reach ability of your staff Control how and where staff wants to be reached Mobile Workforce: DECT and Mobile Phone support ▐ Improved staff efficiency and productivity Fast Directory Searches Rich Real-time Presence information Different ways to communicate Office Application integration ▐ Support flexible working models Multi-role Remote Office working Page 13 © NEC Unified Solutions 2011 Business ConneCT
- 14. BCT on your Mobile Phone – Mobile Client ▐ For SV8100 (ME) and SIP@Net / iS3000 (MA) ▐ Set your Presence & Forwarding ▐ Access to Call log and Voicemail log ▐ Directory - Presence – Click-to-Dial Benefits: ▐ UC on your Mobile Phone ▐ Secure – TLS ▐ No Software on Mobile Phone required ▐ On virtually every Mobile Smart Phone ▐ 1 Telephone number on your business card Single company voicemail box Operator knows if your are busy on your Mobile! Call setup through enterprise PBX Save money on mobile phone costs ▐ Ideal for home workers, managers, field workers ▐ Make mobile communication easier! Page 14 © NEC Unified Solutions 2011 Business ConneCT
- 15. BCT on your XML Phone – DT XML Client ▐ DT710 ▐ DT730 ▐ DT750 ▐ Enhanced Telephone Experience: Directory including Rich Presence Click-to-Call Call Logs, Voicemail Log Call Popup incl. Redirection Presence Management Page 15 © NEC Unified Solutions 2011 Business ConneCT
- 16. Switching Roles Page 16 © NEC Unified Solutions 2011 Business ConneCT
- 17. User Experience Page 17 © NEC Unified Solutions 2011 Business ConneCT
- 18. User Experience, Large BLF Page 18 © NEC Unified Solutions 2011 Business ConneCT
- 19. Features ▐ Any authorized BCT user can become operator Licenses for concurrent use ▐ Simple and fast queue handling Detailed info per queued call Selective call pickup of any call from any queue Queue announcements ▐ Real-time presence management info Phone state & presence state & on-line state Pop-up of Outlook/Lotus Notes/Groupwise calendar info ▐ Central Directory Services Search while you type, alternative numbers ▐ Busy Lamp Field +Dynamic presentation of relevant group ▐ Instant Messaging and DECT/GSM messaging ▐ User interface for visually impaired people ▐ Coffee break button Night diversion ▐ Reporting on operator calls and performance Page 19 © NEC Unified Solutions 2011 Business ConneCT
- 20. Benefits ▐ Cost Reduction by a more efficient use of existing operator staff ▐ More incoming calls handled in a single response ▐ Adequate response to incoming calls lead to revenue growth ▐ Improved service levels and satisfied customers ▐ Handle more incoming calls by a more efficient use of your operator staff ▐ Save time and inform the caller instantly with the right information ▐ Reduce number of times a caller is transferred ▐ Reduce the number of fall back calls ▐ Easy look and feel reduces operator training Page 20 © NEC Unified Solutions 2011 Business ConneCT
- 21. Switching Roles Page 21 © NEC Unified Solutions 2011 Business ConneCT
- 22. User Experience Page 22 © NEC Unified Solutions 2011 Business ConneCT
- 23. Features ▐ Any authorized BCT user can become agent Licenses for concurrent use ▐ Desktop agents Caller details (e.g. name, requested service, language) Call qualification, not ready reasons Call Recording, Group statistics, Soft wallboard Tools to contact back-office (Instant Messaging, Directories with presence management info) ▐ Phone based agents ▐ Interactive Voice Response menus ▐ Automatic Call Distribution Time based routing (Dynamic) queue announcements Skill based routing ▐ Inbound and Outbound ▐ Caller Identification ▐ Email Routing ▐ Real-time monitoring & Reporting Page 23 © NEC Unified Solutions 2011 Business ConneCT
- 24. Benefits ▐ Improve customer satisfaction ▐ Connect customers to the right person first time ▐ Reduce waiting times and lost calls ▐ Offer 24/7 services ▐ One consistent, professional face to the customer ▐ Personalized, accurate, qualified responses ▐ Minimize the impact on resources ▐ Scalability to accommodate for future growth ▐ Improve your staff’s efficiency and productivity ▐ Improve your staff’s reachability Page 24 © NEC Unified Solutions 2011 Business ConneCT
- 25. Supervisor ▐ Realtime monitoring and control Agents Groups Skill sets per agent Incoming calls Reports Floorplan Performance Page 25 © NEC Unified Solutions 2011 Business ConneCT
- 26. Generic features & functions Directory Services, Messaging and Presence management Page 26 © NEC Unified Solutions 2011 Business ConneCT
- 27. Directory Services ▐ Company Contacts ▐ External Contacts ▐ Personal Contacts ▐ Search while you type ▐ Accent insensitive search e.g. äàåçëèéïüæ ▐ 128 fields incl. photo ▐ Integrated presence ▐ Click-to-Dial, -IM, -Email ▐ Active Directory Synchronization ▐ Import/Export Page 27 © NEC Unified Solutions 2011 Business ConneCT
- 28. Directory Services G355 (IP-)DECT G955 I600 Business ConneCT Centralized Directory Supported on: •Mobile Smart Phone •NEC (IP-)DECT •NEC DT XML terminals •Polycom Terminals Page 28 © NEC Unified Solutions 2011 Business ConneCT
- 29. Enterprise Instant Messaging PC to PC ▐ Chat ▐ File transfer ▐ Emergency Notifications ▐ Less intrusive than calling by phone ▐ Multi Tasking ▐ Secure ▐ Emoticons ▐ Web Links ▐ Conversations can be saved ▐ Alternative way to reach person busy on the phone ▐ Save telephone costs for home / remote workers ▐ Cost effective alternative for Microsoft OCS Page 29 © NEC Unified Solutions 2011 Business ConneCT
- 30. Messaging – To Phones From PC to (IP-)DECT and Mobile Phones (SMS) ▐ Guaranteed message delivery ▐ Emergency Notifications ▐ Text Messaging costs less than call to mobile ▐ Less intrusive than calling by phone ▐ Reach people who are unable to answer the phone (IP-)DECT Your r visito has d arrive GSM Page 30 © NEC Unified Solutions 2011 Business ConneCT
- 31. Presence Management ▐ Always know who's available ▐ Extends presence into Unified Communications ▐ Available on PC, DECT, NEC DT7xx and Polycom terminals ▐ Improves efficiency ▐ Allows a call to be forwarded to a mobile phone when you’re not in the office ▐ Voicemail welcome prompt is controlled by presence profile ▐ Communicate directly ▐ Use the best mode of communication ▐ Integrates with Microsoft Outlook Calendar Page 31 © NEC Unified Solutions 2011 Business ConneCT
- 32. Seamless Platform Integration ▐ SV8100 ▐ SV8300 ▐ SV8500 ▐ Sphericall ▐ SIP@Net / iS3000 ▐ 2000IPS / NEAX 2000IPS ▐ SV7000 / 2400 IPX ▐ NEC DT XML Phones ▐ Mobile Phones ▐ DECT & WLAN ▐ MA4000 Page 32 © NEC Unified Solutions 2011 Business ConneCT
- 33. Operational Control ▐ Virtualization support on VMware and Marathon, including media ▐ Microsoft Active Directory integration ▐ Centralized management ▐ Microsoft Exchange, LDAP ▐ Desktop Integrations ▐ Microsoft .Net, Service Oriented ▐ Directory integration with MA4000 ▐ Pure Software through VMP ▐ No installation effort per client ▐ Single Server Solution, 1 Install ▐ Setup wizards ▐ Comprehensive Real-Time Diagnostics ▐ Easy expansions (#users, roles, functions) ▐ Well Documented ▐ Web based and Class Room Trainings Page 33 © NEC Unified Solutions 2011 Business ConneCT
- 34. Internationalization Sold in over 60 countries around the world Multilingual support for: •User Interface •Voice Prompts •Client and Server OS •SQL Server Page 34 © NEC Unified Solutions 2011 Business ConneCT
- 35. Summary – Business ConneCT All-in-One Contact Center Operator Unified Communications Solution Page 35 © NEC Unified Solutions 2011 Business ConneCT
- 36. One Solution for your Page 36 © NEC Unified Solutions 2011 Business ConneCT
- 38. Use these as needed BACKUP SLIDES Page 38 © NEC Unified Solutions 2011 Business ConneCT
- 39. Business ConneCT ▐ Enhanced productivity by means of integration Dial from applications / Pop-up on incoming calls (e.g. MS Outlook, MS Office, MS Explorer) Calendar integration for presence and operator info (e.g. MS Outlook) Single login Directory (e.g. MS Windows) (e.g. Active Directory) Page 39 © NEC Unified Solutions 2011 Business ConneCT
- 40. Contact Center Features Routing Monitor Call routing Dashboard/ Real-time statistics Email routing System monitoring Outbound routing Floor plan Skill based routing Call Recording Identification routing Wallboard Alarming Reporting Call Flow Modules Clock Date and Time Customer Identification Unified Communications Collaboration and Presence Automated Attendant DECT- and Mobile SMS messaging Greeting and Queue announcements Instant messaging Customer Applications Company & External & Web directory Voice Mail Multi language support Roles Integrations Desktop Agents External application integrations Phone based Agents Database integrations Supervisors Outlook integrations Page 40 © NEC Unified Solutions 2011 Business ConneCT
- 41. Architecture Media voice path can be via: Voice Server Analog media TDM (Dialogic) or Dialogic IP (VMP) CTI monitoring & call control Peer to peer media via IP LAN Office employees Employee Office employees Supervisor & Administrator One client for all 3 roles Page 41 © NEC Unified Solutions 2011 Business ConneCT
- 42. Call Recording Soft Wallboard *1) Auto-Attendant / IVR routing *1) Options Skill based Routing Outbound Email Routing Customer Identification *1) Outlook Calendar Integration Wallboard license *1) Server Programming Full Voicemail to Email Interface Reporting Roles Voicemail Employee Operator Phone Agent Supervisor only User Agent Employee Roles Operator Role Agent Roles Supervisor Role Voice Media Processing (VMP) Ports Additional System Languages BCT 5.x Platform / BCT 5.x Platform Upgrade (always required) Capacity Licenses Capacity Licenses Functional licenses *1) These modules can be used Legend: Per User Per Item (on / off) without Agents Page 42 © NEC Unified Solutions 2011 Business ConneCT
- 43. Evolution of the Communications Style Role-enabled Business Process integration “Community- Enterprise IT architecture Centric” Role defines communications Customer Requireme Enhanced Incremental voice features “Application- Limited IT integration Centric” Productivity tools Traditional Telephony features “Switch- Dial-tone reliability Centric” Limited network integration Page 43 © NEC Unified Solutions 2011 Business ConneCT
- 44. Role-enabled communications Your role, which may be defined by a business process, industry specialty or workflow, dictates how you want to communicate and how you want others to communicate with you. Placing people at the center of communications Page 44 © NEC Unified Solutions 2011 Business ConneCT
- 45. NEC’s UNIVERGE®360 Unified Business Knowledge worker’s point of need Interaction integral to workflow Human latency reduction Unified Communications Mobility & Distributed workforce Desktop Integration Messaging & voice applications Unified Infrastructure Data Center Network & Communications platforms Desktop and End-points Page 45 © NEC Unified Solutions 2011 Business ConneCT
Notes de l'éditeur
- Taking a closer look at the developments in enterprise communications we see a multitude of offerings and new solutions arising. Not only are these developments driven from within the enterprise market. Like often the case, the consumer market is in the lead What will also significantly impact business communications in general is that - approaching from the background - is a whole new generation, growing up (and by now many of them grown up) in the interactive age. An Interactive Generation used to being continuously online, studying and communicating online simultaneously, multi-tasking. This generation will expect, demand, drive and exploit this same way of working and communicating they are used to, when they enter professional life.
- Typical Enterprise Issues Urgent need to increase the revenue Need to improve customer satisfaction Reach to the person, and solve the problem instantly To be able to do flexible agent / operator assignment Need to reduce the communication costs Other issues need an affordable solution, proofed in the market support multi-language requirement BCT (with IP DECT) will be the solution ! BCT complies with your demands
- There are 3 levels. Customers want an end-to-end responsibility and they want it to work. Each transaction now – we have to worry about the end to end components here. We need to take into account the UC, it’s the manner and the mode of how they communicate. A vast majority of the competition is messaging here. But you can’t stop there. At Unified Business – in the IT industry, there’s been a huge amount of money invested in automated their business. What they find is there is still 20% of their transaction that require people. 80% of the cost of the business is handling the 20% of those processes. There’s a cost associated with this. Communications is critical from this perspective. The interesting thing about it is everyone needs it. it’s the single most important application they need. They can live without the portal, CRM or something else – but they cannot live without communications. Here’s how NEC does it. We look at the infrastructure layer. It has already converged, it’s table stakes. Then you move up to Unified Communications – but we think it’s more than UC. It doesn’t stop there. What you require is a Unified infrastructure. It’s not simply just providing devices on the edges of the network. The biggest challenges are how the information flows through the network. The second is the Unified Communications – it’s how our customers communicate. It’s the user experience. We’re extending it to the Unified Business – turning the information into knowledge so they can take action on the point of need. There a course of action that needs to be taken between human beings.
- Our customers are coming in with a business need. They recognize the value where if they have a customer, they want to retain their customer. The customer acquisition cost is high. UC is all about application enablement. We’re seeing communications getting to role-enablement in our customer’s businesses. Roles – You have a personal role and a community role. Identities and Roles.
- BCT: Call Center which provide ROI Operator which improve customer satisfaction Employee which improve productivity And further more, you can swap the CC agent, Operator and Employee, so you can do flexible work arrangement Further more, all the business tools required for your business is also bundled. If you need special customer specific integration, (please talk with your sales for investigation) choice of BCT integration and CC-Pro Flexibility: users can easily switch roles - Extra Operators and Agents during busy hours - Operator role can move anywhere throughout the office Explain License Model
- Improve customer satisfaction Showing one consistent, professional face to the customer; Having personalized, accurate and qualified responses. Improve the reach ability of your staff Control how (manually, via the built-in calendar or Microsoft® Outlook) and where (Voicemail, mobile number, secretary, home phone number) you want your staff to be reached; Your mobile work force: extensive support of mobile DECT handsets (central directory, messaging) and mobile phone users. Improved staff efficiency and productivity Pop-up on incoming calls, integrated with back office applications; Dial from Microsoft® Outlook, Microsoft® Office and Web pages; Fast directory searches, with live phone and presence information; Secure enterprise instant messaging; Enabling integration with CRM and ERP solutions. Support flexible working models Multi-role (e.g. in peak hours some of your staff act as Business ConneCT Agents or Operators); Remote office working (using NEC’s softphone in combination with Business ConneCT Employee).
- Assisting with unsuccessful call attempts Provide presence info of called person Provide alternatives to caller Colleagues Messaging Calling party not available Busy, not answering, do-not-disturb Number does not exist/wrong number General (non-DDI) directory number General enquiries Specific topics Internal enquiries Search persons or topics Connect to outside extension
- Cost Reduction by a more efficient use of existing operator staff Any employee can act as operator and can assist at peak hours; Reduced need for dedicated operator staff. More incoming calls handled in a single response Fast call handling due to an integrated directory and intuitive user interface; All call information in one overview. Adequate response to incoming calls lead to revenue growth Optimal and friendly customer response; Reduced waiting times; more customers serviced. Improved service levels and satisfied customers VIP caller priority, reduced waiting time; professional and personal service; Providing the best customer experience. Handle more incoming calls by a more efficient use of your operator staff Detailed overview of the queued calls; Access to multimedia communication methods like SMS Text, DECT and instant messaging. Save time and inform the caller instantly with the right information Customers receive queue announcements, including call back options; Presence management enables operators to inform customers adequately. Reduce number of times a caller is transferred Presence status of the destination known before transferring the call; Alternative destinations instantly available. Reduce the number of fall back calls Presence status of the destination ensures first time right. Easy look and feel reduces operator training One look and feel for all roles and an intuitive user interface; Short learning curve.
- Improve customer satisfaction Single point of contact; one number or one email address; automated attendant. Connects customers to the right person first time Route calls or emails to the right skilled agent based on the requested service; Route important customers always to the same person. Reduce waiting times and lost calls Queue announcements, give options for Callback or to leave Voicemail; Reporting provides important information to optimize your Contact Center. Offer 24/7 service Important customers are transferred, even out of office hours; Less important customers are given other options, such as Voicemail. One consistent, professional face to the customer Announcements customized to your needs. Personalized, accurate, qualified responses lead to revenue growth Customer information visible at the agent user interface. Minimize the impact on resources One stop shopping, all in one box! Little or no user training, common User Interface. Scalability to accommodate for future growth Add agents, supervisors and features by adding licenses. Improve your staff’s efficiency and productivity and reduce costs Call and presence state of colleagues, role switching, free seating, special attention for returning customers; Instant Messaging; integrated wallboard info and Agent Group Display.
- Manages agents assign, delete, change, monitor Manages skill sets per agent Manages incoming calls Queues Service levels Creates reports Immediate, scheduled Assigns, modifies and deletes agents within agent groups Monitors Full Set of Reports Floor plan: Agent positions Dashboard: Performance, total cals, queue length, overviews Group status displaying CC info BCT Administrator : Define call flow (numbers to dial, clock settings, etc) Define router and agent groups Define skill set Manage announcements (read, record) (Group) Voice mailbox set-up
- Active Directory integration makes management easier Centralized management allows controlled delivery of these tools User friendly configuration for the most complex Contact center scripts Smart, role-based setup wizard allows for easier deployment Implemented using Microsoft .Net Technologies No (Active Voice) Media boards required for IVR, SIP based HMP technology
- Also prompt are available in these languages Note that every user can select his own specific GUI Language. English English-US Japanese Spanish Spanish Catalan Portuguese Brazilian Portuguese Chinese French Italian German Dutch Danish Swedish Russian Turkish Greek
- Customers: Excellence in contact handling and caller services Single point of contact Connect customers to the right person first time Reduce waiting times and lost calls Offer 24/7 services Staff: Improved teamwork and user productivity Control over how and when they can be reached No waste of time to find and reach colleagues and contacts Intuitive and easy to use PC-based user interface Organization: Cost efficiency and flexibility All-in-one integrated solution One common user interface for all roles/applications Scalable for easy growth Supports primary business processes
- Email integration => Unified Messaging
- Note: Dialogic boards can only be used in combination with 2000IPS / NEAX2000 / iS3000