Contact Center

Features and Specifications MP5000 Platform

 Your business is all about acquiring, satisfying and retaining customers. These are not easy tasks in today's competitive environment. Customers in today's environment are accelerating their interactions with your business, and in the process, are demanding more effective and efficient lines of communication. Their pursuit is a richer customer service experience. The challenge is that your competitors are only a phone call or web click away - primed and waiting to erode your customer base.

If you invest in your communications network and add toll-free numbers in hopes of inviting customers to interact with your business, how will you:

• Efficiently capture every interaction?

• Professionally handle the growing contact volume?

• Deliver unsurpassed customer service?

• Increase profitability?

The answer. The CONVERSip Contact Center - an integrated communications suite consisting of feature-rich applications flexible enough to meet the business and customer service needs of small and midsize enterprises. The CONVERSip Contact Center delivers skills-based routing, unified voice messaging, call recording, and Computer Telephony Integration across your enterprise - all packaged in a tightly integrated, modular design so you can build the solution that best fits your unique business.

With the CONVERSip Contact Center, small and midsize enterprises can experience real world benefits - enhanced customer service, improved productivity, and increased profitability - through the ability to communicate more efficiently and effectively with their customers.

The CONVERSip Contact Center is the competitive advantage you can't afford to be without.

Enhancing Customer Service in Your Contact Centers

Connect.
The CONVERSip Contact Center can dramatically increase the efficiency of contact centers by ensuring every caller is welcomed by the business and connected to the most appropriate resource. Calls are intelligently routed to an appropriate queue based upon Dialed Number Identification Service (DNIS) or Automatic Number Identification (ANI) information. If they prefer, callers can use enhanced "self-service" routing options to select where to direct their call. With optional Smart Routing and third party database administration, calls can be routed, personalized and prioritized based upon real-time, interactive queries of an external database. As calls enter a queue, the CONVERSip Contact Center allows you to assign a higher priority to specific callers based upon their value to your business or simply stack them in the order they are received.

Configurable Commands
Configure commands to ensure proper call treatment prior to a call’s distribution to agent resources.

• Improve the quality of customer interactions by providing callers with important information - position in queue, expected wait time, or business-oriented announcements such as seasonal promotions.

• Increase the flexibility of your call treatment and ensure callers will be serviced, by expanding the pool of agent resources to internal and external locations as well as voicemail.

Smart Routing
Route callers to the most appropriate resources within your business. Use simple routing methodologies or intelligent skills-based routing technology to connect callers with agent resources most skilled to meet their unique needs. Intelligent routing technologies allow agents to dynamically participate in multiple skill groups, field calls from different customer types, and respond only to calls for which they are qualified.

Personalized Interactions To personalize interactions, the CONVERSip Contact Center provides optional screen pop capabilities that can deliver important information from third party application databases at the same time calls are connected or before they are answered. This gives agents the ability to personalize customer responses with information specific to their needs.

Callback Capabilities Callers can leave a callback number and exit without losing their position in the queue. As soon as an agent becomes available, the CONVERSip Contact Center distributes the callback information and a call is automatically initiated.

Manage.
The CONVERSip Contact Center's integrated management and information tools empower agents and supervisors with powerful tools that make collaboration and responding to customers easy. Using integrated account codes, agents can enter a user-defined category code at any time to classify a type of call handled. Using this tool, supervisors can track the number and type of calls that are coming into the center and take appropriate action. If agents need immediate assistance or expertise, they can ask questions via an integrated, real-time chat functionality.

Observe Real-time access to call information eases the stress of contact center management. With the CONVERSip Contact Center 's easy-to-use, graphical interface, supervisors, agents, and executives can access real-time call information from their PC connected anywhere on the LAN. On-screen, PC wallboards enable supervisors and agents to monitor important call statistics - number of calls in queue, average wait-times, abandoned calls - and take immediate action to handle call flows. Supervisors can enhance service levels even further by using:

• Configurable, color-coded alerts that signal when important thresholds have been exceeded

• Call "rescue" functionality that allows supervisors to instantly accept calls that have been waiting too long in a queue

• Real-time "silent" monitoring of calls to provide agent help and assist in evaluating agent performance

Train Training agents in contact centers is easier with the CONVERSip Call Recorder application module. This optional module provides supervisors with the flexibility to schedule call recordings that can be used for coaching purposes. Calls can be stored by agent, group, queue, time of day, day of week, or any combination. All recordings are stored as .WAV files that can be flagged, annotated, and even emailed across the enterprise.

Report Historical management reports from the CONVERSip Contact Center provide supervisors with access to center performance information when networked through a LAN. Supervisors can evaluate agents, groups, trunks, stations, abandoned calls, and more. Historical management reports allow supervisors to maximize their productivity by:

• Specifying unique time parameters for report creation (e.g., hourly, daily, weekly, or monthly)

• Printing reports to local or LAN printers

• Exporting reports in a wide variety of formats (e.g., PDF, Microsoft Excel)

Grow The CONVERSip Contact Center's networking capabilities support business growth. This optional module equips businesses with the flexibility and scalability needed to quickly configure and connect several remote centers and teleworkers. In addition, it can load balance calls across multiple centers and delivers consolidated reporting and administration.

Extending Customer Service Across Your Enterprise

Superior customer service is not confined to your contact center. The CONVERSip Contact Center's suite of applications extends rich unified voice messaging and powerful Computer Telephony Integration (CTI) across your enterprise.

Unified Voice Messaging The CONVERSip Unified Voice Messaging module joins voice messages and emails into a single application (e.g., Microsoft Outlook, Lotus Notes) on a PC. This increases productivity by making it possible to listen, save, and forward voice messages using email. In addition, it provides access to messages on the road or from remote locations. Unified voice messaging also invites callers to stay in close touch with your business by allowing them to leave detailed messages; mark messages as urgent or private; or transfer messages to designated extensions.

Call Management The CONVERSip Smart Console makes the most powerful features of your phone system easily available. The console can be used to transfer callers to voicemail or other associates; connect conference call participants; speed dial frequently dialed numbers; or configure the phone to have calls forward to a different destination. It has an easy-to-use Windows interface with the flexibility to customize views by workgroup, department, or location. It also provides real-time visual status and historical reporting on enterprise wide phone activity. It can even send an alert when an emergency number is dialed from an extension.

Features and Specifications

Enhancing Customer Service for Small and Midsize Enterprises

Unified Voice Processing

Conversip Smart Console

Conversip Call Recorder

Conversip Call Reports (2.8mb)

Contact Centers Are Everywhere

• Sales Order Processing

• Customer Care

• Dispatch

• Help Desk

• Information

• Registration

• Reservations

Connect Highlights

• DNIS/DID Routing

• ANI/CLID Routing

• Skills-based Routing

• Automated Attendant

• Overflow

• Announcements

  • Position in Queue

  • Average Hold Time announcement

• Priority Queuing

• CallBack

• Screen Pop

Manage Highlights

• Account Codes

• Call Recorder (optional module)

• Agent Help Via Integrated LAN Chat Session

• Silent Monitor

• PC Wallboards

• Alerts on Thresholds

• twork-based, Real-time Monitoring

• Network-based, Historical Reporting

• Data Export (PDF, Microsoft Excel, and HTML)

• Networking to Connect Multiple Centers

Real-time Monitoring / Historical Reports

• Real Time Monitoring Agent Status

• Real Time Access to Agent Statistics

• Access to Historical Call Reports from Any Supervisors on the Network