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1Web Contact Centermoderator: martin steinmannparticipants: jan-vincent liwanag, kristine mina, danna adunaMarch 11, 2013 ...
Presenter Team                                         2   Danna Aduna   Jan Vincent Liwanag   Kristine Mina
WHY a New Contact Center Solution ? It is time for a new solution that fits into an IT environment                        ...
Where are we with openACD? Significant progress was made                                        4> Introduced at CoLab 201...
Key Features of the Core openACD System Complete set of core features                                                     ...
Agent and Supervisor Workstation A Fully Integrated Gadget Based UI                            6> sipXecs / openUC integra...
Example
Sample Set-up                                                                        8                     LINES          ...
Sample Set-up                                                                        9                     LINES          ...
Sample Set-up                                                                      10                     LINES           ...
Sample Set-up                                                                      11                     LINES           ...
Sample Set-up                                                                      12                     LINES           ...
Demo
Architecture
Powerful Distributed ArchitectureIntegrated with openUC                                                       15          ...
Web UI and APIs for Agent / Supervisor Dashboards                                                                  16> Web...
Next Steps
Next Steps - Roadmap 2013 and beyond                                                          18> Start Beta phase for the...
19Demo Slides
InstallationSystem > Servers > Call Center                                 20
ConfigurationFeatures > Contact Center                            21
Demo ConfigurationFeatures > Contact Center > Agents                                     22
Demo ConfigurationFeatures > Contact Center > Lines                                    23
Supervisor SessionDashboard                     24
Supervisor SessionManaging agents and queues                             25
Agent ExperienceLog-in                   26
Agent ExperienceDashboard                   27
Agent ExperienceReceiving a call                   28
Agent ExperienceCall processing                   29
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Contact Centers Reinvented: Introducing OpenACD

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Contact Centers Reinvented: Introducing OpenACD

  1. 1. 1Web Contact Centermoderator: martin steinmannparticipants: jan-vincent liwanag, kristine mina, danna adunaMarch 11, 2013 / Bentley University / Boston MA
  2. 2. Presenter Team 2 Danna Aduna Jan Vincent Liwanag Kristine Mina
  3. 3. WHY a New Contact Center Solution ? It is time for a new solution that fits into an IT environment 31. Contact centers, like UC, move to IT and the Web > Many of our customers asked for a basic but integrated call queuing capability > Contact centers need to be connected to the browser for both callers and agents (WebRTC) > A software application, fast and scalable yet simple to setup and use2. Current solutions are too expensive > Hardware centric proprietary solutions are too expensive > Web standards replace proprietary CTI interfaces > Multi-media w/ click-to-call and click-to-chat3. Private cloud based product > A product and not just a service > Globally networked and scalable
  4. 4. Where are we with openACD? Significant progress was made 4> Introduced at CoLab 2012 as a concept> Our initial goal is unchanged > Call and voicemail queuing with email and chat to follow > Up to 500 calls in queue per server, up to 200 agents per server > Complete set of core ACD features > Modern Web gadget based agent / supervisor portal > Initial set of real-time and sliding window statistics> Project status > Beta release coming up in Q2 > First GA release scheduled for Q3 > Talk to us about participating in the beta phase
  5. 5. Key Features of the Core openACD System Complete set of core features 5> Highly flexible queuing > Skills based call distribution > Configurable recipes for queue management > Multiple clients can be served (multi-tenant) > Designed for multiple media and multiple channels > Individual agent skills, away or break codes, wrap-up time, call disposition > Agent DTMF controls for operation without agent dashboard > Implemented using Erlang, optimized for concurrency and distributed operation, MongoDB> Standards based > Standard SIP for calls > Software only solution that can be clustered
  6. 6. Agent and Supervisor Workstation A Fully Integrated Gadget Based UI 6> sipXecs / openUC integration > Configuration via the sipXecs / openUC Web UI > Unified account credentials> Custom Agent and Supervisor UI > Movable gadgets for agent and supervisor customization > Tab separation for agent and supervisor gadgets > Normal and widescreen layouts > Supervisor management of active agents and calls in queue> Other Features > Real-time and sliding window statistics > Configurable Client popups > Mashup with other gadgets
  7. 7. Example
  8. 8. Sample Set-up 8 LINES QUEUES AcmeTech TechSupport380 Support AGENTS AcmeSales SalesEnglish381 TechSupport: English Tech, English SalesGerman382 AcmeSales German Acme Inc Sales_English: Sales, English Supervisor WidgetTechCallers TechSupport370 Support SalesEnglish371 Sales_German: WidgetSales Sales, German SalesEnglish372 Widget Corp
  9. 9. Sample Set-up 9 LINES QUEUES AcmeTech TechSupport380 Support AGENTS AcmeSales SalesEnglish381 TechSupport: English Tech, English SalesGerman382 AcmeSales German Acme Inc Sales_English: Sales, English Supervisor WidgetTechCallers TechSupport370 Support SalesEnglish371 Sales_German: WidgetSales Sales, German SalesEnglish372 Widget Corp
  10. 10. Sample Set-up 10 LINES QUEUES AcmeTech TechSupport380 Support AGENTS AcmeSales SalesEnglish381 TechSupport: English Tech, English SalesGerman382 AcmeSales German Acme Inc Sales_English: Sales, English Supervisor WidgetTechCallers TechSupport370 Support SalesEnglish371 Sales_German: WidgetSales Sales, German SalesEnglish372 Widget Corp
  11. 11. Sample Set-up 11 LINES QUEUES AcmeTech TechSupport380 Support AGENTS AcmeSales SalesEnglish381 TechSupport: English Tech, English SalesGerman382 AcmeSales German Acme Inc Sales_English: Sales, English Supervisor WidgetTechCallers TechSupport370 Support SalesEnglish371 Sales_German: WidgetSales Sales, German SalesEnglish372 Widget Corp
  12. 12. Sample Set-up 12 LINES QUEUES AcmeTech TechSupport380 Support AGENTS AcmeSales SalesEnglish381 TechSupport: English Tech, English SalesGerman382 AcmeSales German Acme Inc Sales_English: Sales, English Supervisor WidgetTechCallers TechSupport370 Support SalesEnglish371 Sales_German: WidgetSales Sales, German SalesEnglish372 Widget Corp
  13. 13. Demo
  14. 14. Architecture
  15. 15. Powerful Distributed ArchitectureIntegrated with openUC 15 External OpenACD Systems Statistics and Reporting sipXecs Stack Agent Dashboard Proxy Server Media Server (FreeSwitch) Configuration Server MongoDB (agents, queues, skills, clients, etc.)
  16. 16. Web UI and APIs for Agent / Supervisor Dashboards 16> Web UI is built on HTML/CSS/JS> API built on JSON-RPC 2.0 and Events via WebSockets> Gadget and Tab based UI for customizability and extensibility Browser JSON-RPC 2.0 API Websocket
  17. 17. Next Steps
  18. 18. Next Steps - Roadmap 2013 and beyond 18> Start Beta phase for the first release> We will add incremental capabilities through the rest of the year> Extending openACD to become able to fully replace existing formal contact center solutions > Historic reporting package > IM integration for agent / supervisor communication > Redundancy and scale: Clustered operation > IVR frontend > Cloud hosted or private cloud deployment options > Distributed agent population (global queues)
  19. 19. 19Demo Slides
  20. 20. InstallationSystem > Servers > Call Center 20
  21. 21. ConfigurationFeatures > Contact Center 21
  22. 22. Demo ConfigurationFeatures > Contact Center > Agents 22
  23. 23. Demo ConfigurationFeatures > Contact Center > Lines 23
  24. 24. Supervisor SessionDashboard 24
  25. 25. Supervisor SessionManaging agents and queues 25
  26. 26. Agent ExperienceLog-in 26
  27. 27. Agent ExperienceDashboard 27
  28. 28. Agent ExperienceReceiving a call 28
  29. 29. Agent ExperienceCall processing 29

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