Activity Efficiency Mission Accomplished: How businesses ... · provides connectivity on your...

BullsEye Contact Center

CREATE A LEGENDARY SERVICE ENVIRONMENT WITH BULLSEYE CONTACT CENTER

• Improve the Customer Experience – Route your callers to the right person and ensure that every call is responded to quickly.

• A Complete Cloud-Based Solution from One Provider – Combine your call center with BullsEye’s full suite of cloud-based communications solutions.

• Control Costs and Optimize Resources – Intuitive monitoring tools to ensure that you have the appropriate number of agents to handle call volume and activity.

• Drastically Drive Down CapEx and OpEx – Eliminate the hassle and complexity of maintaining premise-based equipment.

• Improve Agent Training and Performance – Use call recording to enhance opportunities for coaching, training and recognition.

• Have a Presence Anywhere without the Expensive Overhead – Serve your customers wherever they are, around the clock, even without having a physical presence there, by having nationwide remote employees connected to your call center.

Deliver the world-class

experience and support your

customers need. Eliminate

the hassle and complexity of

managing a premise-based

system with our powerful cloud-

based call center solution.

Cultivate rewarding customer

relationships, improve agent

performance and enhance

contact center operations with a

service that’s flexible, scalable

and easy to deploy.

TURN YOUR PHONES INTO A CUSTOMER SERVICE MACHINE

1

100% Successful DeploymentsWhat good is an end-point solution if the installation is unsuccessful? We’ve incorporated a decade of experience into our industry-leading deployment model, addressing each obstacle along the way.

Unlike other providers that rely on a self-installation model, BullsEye’s White Glove Technicians provide on-site support for the two most critical points in the process: installation and porting.

Conquering Challenges Since 1999More and more companies like Domino’s, First National Bank of Pennsylvania and Ventas Lillibridge look to BullsEye to help businesses conquer challenges through a blend of analog and digital telecom solutions.

These clients benefit from:

RISK-FREE ROADMAP TO VoIP

Mission Accomplished:

Better Technology in ActionHow businesses like yours are using BullsEye to simplify operations, streamline management and procurement, and achieve greater savings.

Industry: Quick Serve Restaurant

Domino’s Pre-BullsEye

5,000 locations in the U.S.Service from 100 independent telecom providers for:» Plain Old Telephone Service

(POTS)» DSL» Wireless backup failoverNo online ordering

Domino’s Does Business Better

800+ locations nationwide owned by 40 franchisees10% cost savingsOne vendor accountability for service and support Stable and predictable technology environmentCost containment through a standardized solutionOnline ordering provides labor savings and opportunities for resource reallocationCall Forwarding ensures orders are never missed

Corporate-Endorsed BullsEye+IBM Bundled VoIP Solution

Bundled VoIP solutionIntegrated Voice (Digital Voice/VoIP)POTS for voice backup, fax and alarm linesMultiple high-speed broadband options

Drive Big Results

Simplify operations, streamline telecom management and procurement, and achieve greater savings.

6

Industry: Property Management

28% Monthly Cost Savings

Ventas Inc. Pre-BullsEye

20 different voice carriers and 8 different broadband providersAntiquated premise-based phone system equipment maintenance costs feature functionality

Ventas Does Business Better

10% – 15% cost savings on POTS lines28% monthly cost savings on Hosted PBX technologyCost containment through a standardized solutionSimplified procurement from a single sourceOne vendor accountability for service and support

Custom BullsEye Solution

Hosted PBX phones (Digital Voice/VoIP)POTS for voice, fax and alarm lines











Drive Big Results


6









25925 Telegraph Rd., Ste. 210, Southfield, MI 48033 | 877-438-2855 | www.bullseyetelecom.com

Detailed reporting – Each report gives Supervisors a snapshot of the health and performance of the call center, its queues and each Agent they manage. Reduce on hold and wait times.

Increase Customer Satisfaction and Operational Efficiency with Contact Center

Get Enhanced Visibility into the Performance of Your Call Center with Detailed Reporting Reduce on hold and wait times and keep your teams at optimal performance with enhanced reporting. Each report gives Supervisors a snapshot of the health and performance of the call center, its queues and each Agent they manage.

Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks



Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks



Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks



Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks

Activity SummaryKeep customer satisfaction high. Check the performance of your Agents and compare averages.

High Water MarksIncrease your Agent’s effectiveness. Identify longer call durations and use this information to train your team.

Inbound CallsAllocate your employee resources appropriately. Know when the highest call volumes are occurring and adjust staffing and queues accordingly.

Abandoned CallsMaintain a happy customer base. Keep brand loyalty high by tracking the frequency of hang ups and preventing unsatisfied customers.

3 Robust Packages to Meet Your Business Needs

BULLSEYE CONTACT CENTER

GET ENHANCED VISIBILITY INTO THE PERFORMANCE OF YOUR CALL CENTER

Silver

• 5-10 users

• Maximum Number of Callers in Queue 25

• Great for a front-office receptionist or small work group

Gold

• 10-25 users


• Provides advanced reporting to monitor overall performance

Platinum

• 25+ users


• Provides the most advanced set of routing and call management options

CUT COSTS AND COMPLICATED TELECOM MANAGEMENT SYSTEMS


Companies like Ventas and Domino’s have partnered with us to help migrate them from POTS to VoIP. Why? Because our method has been proven to help companies save money, simplify telecom procurement to a single source, and contain costs through a standardized solution.

Industry Highlight: Property Management

Industry Highlight: Quick-Serve Restaurant

Ventas Inc. Pre-BullsEye• 20 different voice carriers and 8

different broadband providers

• Antiquated premise-basedphone system

• High equipment maintenance costs

• Limited feature functionality

Domino’s Pre-BullsEye• 5,000 locations in the U.S.

• Service from 100 independenttelecom providers for: - Plain Old Telephone Service (POTS) - DSL - Wireless backup failover

• No online ordering

25925 Telegraph Rd., Ste. 210, Southfield, MI 48033 | 877-438-2855 | [email protected] | www.bullseyetelecom.com





















and easy to deploy.


1

• Controlled, on-net POTS to VoIP migration

• Any VoIP solution, such as Hosted PBX, SIP Trunking, Integrated Voice, Integrated IP PRI and Cloud Mobility, through one provider

• Nationwide broadband provider, including: DSL, T1, Cable, Ethernet, Fiber, Wireless and IP VPN

• Professional installation supported by a dedicated Account team

• Redundant BroadSoft network/switches for guaranteed uptime and work security

• Alliances with leading telecom equipment and software companies like Polycom, BroadSoft and Edgewater

COMMON POTS TO VoIP CHALLENGES AND SOLUTIONS

CHALLENGE IMPACT BULLSEYE SOLUTION(S) Cloud Mobility

• BullsEye Unified Communications (UC) provides connectivity on your mobile phone, office phone, tablet and desktop computer

• BullsEye One provides single-number identity with an auto-attendant feature

• Virtual Telephone Number enables inexpensive cloud routing options

Hosted PBX

• FREE phones with a broad range of features

• Free professional installation and support

• No CAPEX required• Already have Hosted phones? - Ask about our Bring Your Own Device

(BYOD) options

Integrated IP PRI

• Replace your TDM PRI with a more scalable IP solution • Free professional installation and support• No CAPEX required

Integrated Voice

• Keep existing phones while benefiting from the features and cost savings of digital voice technology • Free professional installation and support• No CAPEX required

SIP Trunking

• Lower your spend with SIP solutions at an individual location or a central hub• Flexible, scalable and reliable

Voice

Internet

How BullsEye Does It Better

VoIP Readiness tests help us understand and fix potential issues BEFORE we dispatch our technicians.

Our BullsEye techs will be there during the most critical points in the process: installation and porting. If wiring or additional resources are needed, then we’ll let you know. If there’s a particular task that we cannot complete, then we’ll reach out to our vast network of industry partners to help us complete the project.

A dedicated project coordinator will provide consistent updates at each step of the migration process, keeping you informed on important dates and project statuses.

24/7 Help Desk support

We can diagnose network issues remotely with our NETGEAR ProSafe Switch to improve VoIP experience and apply traffic shaping remotely if necessary.

Deployment On-Site InstallationProject Management

Post-Install Support

SOLUTION-READY FOR YOUR BUSINESS

Migrating from POTS to VoIP could present a variety of challenges. That’s why, with our experience and background in migrating companies from POTS to VoIP, we’re always developing ways to identify and resolve current and new challenges as effectively as possible.


Call Center Agents – The Front Line Of Your Call Center

Call Center Agents can quickly:

• Identify and answer incoming calls

• Manage their availability

• Manage active calls

• View their perfomance history

Assign employees as either Agents or Supervisors based on their role in your business. Give them the tools they need to keep your customers happy and work efficiently.

• Queue Profile Management Functions – Modify policy settings, enable the Night Service override mode, enable forced forwarding, or manage Agent assignments

• Queue Monitoring Functions

- Retrieve calls from the queue and answer the calls yourself

- Transfer from one call center queue to the other

- Promote a lower priority call to a higher priority

- Reorder calls in a queue

• Agent Monitoring Functions

- Barge in to calls being handled by Agents you are monitoring

- Listen into calls being handled by Agents you are monitoring

Call Center Supervisors – Keep The Call Center Running Smoothly By Monitoring Call Queues And Agent Performance

Your Call Center Supervisors Manage The Queue And The Agents Operating Within Them To Ensure Customer Calls Are Being Handled Properly. Call Center Supervisors Have The Power To Manage The Following:


Empower Your Employees to Exceed Customer Expectations Assign employees as either Agents or Supervisors based on their role in your business. Give them the tools they need to keep customer happy and work efficiently.

Call Center Agents – The front line of your call center Call Center Agents can quickly:

Identify and answer incoming calls Manage their availability

Manage active calls View their performance history.

Call Center Supervisors – Keep the call center running smoothly by monitoring call queue and Agent performance Your Call Center Supervisors manage the queue and the Agents operating within them to ensure customer calls are being handled properly. Call Center Agents have the power to manage the following:

Queue Profile Management Functions – Modify policy settings, enable the Night Service override mode, enable forced forwarding, or manage agent assignments

Queue Monitoring Functions o Retrieve a Call – Retrieve calls from the queue and answer the calls yourself o Transfer a Call – Transfer from one call center queue to the other o Promote a Call – Promote a lower priority call to a higher priority o Reorder a Call – Reorder calls in a queue

Agent Monitoring Functions

o Barge‐in – Barge in to calls being handled by agents you are monitoring. o Silent Monitoring – Listen into calls being handled by agents you are monitoring












EMPOWER YOUR EMPLOYEES TO EXCEED CUSTOMER EXPECTATIONS

2

Planning a multi-location VoIP deployment can be complex! The diagram below highlights the unique methods we’ve developed to ensure a simplified and successful migration every time:

As Your Single Source for Deployment, We Provide More Than Just VoIP Service

Site Readiness Testing Professional Installation Broadband Solutions Site Surveys

Wiring Services Dedicated Project Management Cellular Failover Managed Network Solutions


Determining cost savings • Delayed project approval or unrealistic expectations

• Take the guesswork out of project costs by migrating/consolidating POTS lines and then utilizing a FREE POTS-to-VoIP Savings Analysis

Pre-qualifying sites for VoIP • Preventable factors can cause voice quality issues (LAN, Inside Wiring, Broadband)

• VoIP Readiness Testing simulates call paths prior to installation, testing LAN, Broadband, Modem Settings and Inside Wiring

• White Glove Technicians will conduct a FREE site survey on-site as a second layer of precaution

• Pre-deployment remediation accounts for 25% of all BullsEye VoIP installs. We catch problems upfront, which is the reason for our success

Limited IT resources • Client ends up with project management responsibilities

• Finger-pointing between providers

• Any single provider can cause delays to entire project

• As a POTS and VoIP provider, BullsEye controls both ends of the voice migration. No fingers pointed

• A dedicated project manager is included with each migration, keeping the project on track at each step

• As an all-in-one provider, we can provide any service during the process if needed

Multiple providers during migration

• Getting stuck between LAN, Data, VoIP and POTS providers can hold up the migration process

• Having multiple vendor invoices becomes tough to manage

• Consolidating all POTS lines to a single network brings the POTS to VoIP migration on-net. The entire process is managed internally, including any ancillary services like Broadband or Inside Wiring

Fax, alarm or emergency lines • Some services cannot go VoIP

• Alarm functionality issues

• Cloud or VoIP faxing options are available, including those which hand-off to analog

• Continue to provide analog lines for any essential services VoIP cannot replace (at least for now)

MPLS integration (or other private networks)

• Misconceptions about private networks limit-buying choices

• VoIP and Networking Specialists consult on network integration and industry voice trends, providing guidance on the right long-term solutions. Yes – we CAN integrate into your existing network

End-user training (for Hosted PBX)

• End-users unsure as to how to operate new systems

• Disruptions to normal business operation

• Online training portal provides helpful videos and user manuals

• Assigned project manager provides direct end-user support following installations

• 24/7 Help Desk support is always available

COMMON POTS TO VoIP CHALLENGES AND SOLUTIONS

CHALLENGE IMPACT BULLSEYE SOLUTION(S) Cloud Mobility

• BullsEye Unified Communications (UC) provides connectivity on your mobile phone, office phone, tablet and desktop computer

• BullsEye One provides single-number identity with an auto-attendant feature

• Virtual Telephone Number enables inexpensive cloud routing options

Hosted PBX

• FREE phones with a broad range of features

• Free professional installation and support

• No CAPEX required• Already have Hosted phones? - Ask about our Bring Your Own Device

(BYOD) options

Integrated IP PRI

• Replace your TDM PRI with a more scalable IP solution • Free professional installation and support• No CAPEX required

Integrated Voice

• Keep existing phones while benefiting from the features and cost savings of digital voice technology • Free professional installation and support• No CAPEX required

SIP Trunking

• Lower your spend with SIP solutions at an individual location or a central hub• Flexible, scalable and reliable

Voice

Internet

How BullsEye Does It Better

VoIP Readiness tests help us understand and fix potential issues BEFORE we dispatch our technicians.

Our BullsEye techs will be there during the most critical points in the process: installation and porting. If wiring or additional resources are needed, then we’ll let you know. If there’s a particular task that we cannot complete, then we’ll reach out to our vast network of industry partners to help us complete the project.

A dedicated project coordinator will provide consistent updates at each step of the migration process, keeping you informed on important dates and project statuses.

24/7 Help Desk support

We can diagnose network issues remotely with our NETGEAR ProSafe Switch to improve VoIP experience and apply traffic shaping remotely if necessary.

Deployment On-Site InstallationProject Management

Post-Install Support

SOLUTION-READY FOR YOUR BUSINESS

Migrating from POTS to VoIP could present a variety of challenges. That’s why, with our experience and background in migrating companies from POTS to VoIP, we’re always developing ways to identify and resolve current and new challenges as effectively as possible.


Call Center Agents – The Front Line Of Your Call Center

Call Center Agents can quickly:

• Identify and answer incoming calls

• Manage their availability

• Manage active calls

• View their perfomance history

Assign employees as either Agents or Supervisors based on their role in your business. Give them the tools they need to keep your customers happy and work efficiently.

• Queue Profile Management Functions – Modify policy settings, enable the Night Service override mode, enable forced forwarding, or manage Agent assignments

• Queue Monitoring Functions

- Retrieve calls from the queue and answer the calls yourself

- Transfer from one call center queue to the other

- Promote a lower priority call to a higher priority

- Reorder calls in a queue

• Agent Monitoring Functions

- Barge in to calls being handled by Agents you are monitoring

- Listen into calls being handled by Agents you are monitoring

Call Center Supervisors – Keep The Call Center Running Smoothly By Monitoring Call Queues And Agent Performance

Your Call Center Supervisors Manage The Queue And The Agents Operating Within Them To Ensure Customer Calls Are Being Handled Properly. Call Center Supervisors Have The Power To Manage The Following:






















EMPOWER YOUR EMPLOYEES TO EXCEED CUSTOMER EXPECTATIONS

2

Planning a multi-location VoIP deployment can be complex! The diagram below highlights the unique methods we’ve developed to ensure a simplified and successful migration every time:

As Your Single Source for Deployment, We Provide More Than Just VoIP Service

Site Readiness Testing Professional Installation Broadband Solutions Site Surveys

Wiring Services Dedicated Project Management Cellular Failover Managed Network Solutions


Determining cost savings • Delayed project approval or unrealistic expectations

• Take the guesswork out of project costs by migrating/consolidating POTS lines and then utilizing a FREE POTS-to-VoIP Savings Analysis

Pre-qualifying sites for VoIP • Preventable factors can cause voice quality issues (LAN, Inside Wiring, Broadband)

• VoIP Readiness Testing simulates call paths prior to installation, testing LAN, Broadband, Modem Settings and Inside Wiring

• White Glove Technicians will conduct a FREE site survey on-site as a second layer of precaution

• Pre-deployment remediation accounts for 25% of all BullsEye VoIP installs. We catch problems upfront, which is the reason for our success

Limited IT resources • Client ends up with project management responsibilities

• Finger-pointing between providers

• Any single provider can cause delays to entire project

• As a POTS and VoIP provider, BullsEye controls both ends of the voice migration. No fingers pointed

• A dedicated project manager is included with each migration, keeping the project on track at each step

• As an all-in-one provider, we can provide any service during the process if needed

Multiple providers during migration

• Getting stuck between LAN, Data, VoIP and POTS providers can hold up the migration process

• Having multiple vendor invoices becomes tough to manage

• Consolidating all POTS lines to a single network brings the POTS to VoIP migration on-net. The entire process is managed internally, including any ancillary services like Broadband or Inside Wiring

Fax, alarm or emergency lines • Some services cannot go VoIP

• Alarm functionality issues

• Cloud or VoIP faxing options are available, including those which hand-off to analog

• Continue to provide analog lines for any essential services VoIP cannot replace (at least for now)

MPLS integration (or other private networks)

• Misconceptions about private networks limit buying choices

• VoIP and Networking Specialists consult on network integration and industry voice trends, providing guidance on the right long-term solutions. Yes – we CAN integrate into your existing network

End-user training (for Hosted PBX)

• End-users unsure as to how to operate new systems

• Disruptions to normal business operation

• Online training portal provides helpful videos and user manuals

• Assigned project manager provides direct end-user support following installations

• 24/7 Help Desk support is always available





















and easy to deploy.


1

100% Successful DeploymentsWhat good is an end-point solution if the installation is unsuccessful? We’ve incorporated a decade of experience into our industry-leading deployment model, addressing each obstacle along the way.

Unlike other providers that rely on a self-installation model, BullsEye’s White Glove Technicians provide on-site support for the two most critical points in the process: installation and porting.

Conquering Challenges Since 1999More and more companies like Domino’s, First National Bank of Pennsylvania and Ventas Lillibridge look to BullsEye to help businesses conquer challenges through a blend of analog and digital telecom solutions.

These clients benefit from:












Drive Big Results


6



















Drive Big Results


6









25925 Telegraph Rd., Ste. 210, Southfield, MI 48033 | 877-438-2855 | www.bullseyetelecom.com

Detailed reporting – Each report gives Supervisors a snapshot of the health and performance of the call center, its queues and each Agent they manage. Reduce on hold and wait times.



Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks



Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks



Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks



Abandoned Calls

Activity Summary

Inbound Calls

High Water Marks

Activity SummaryKeep customer satisfaction high. Check the performance of your Agents and compare averages.

High Water MarksIncrease your Agent’s effectiveness. Identify longer call durations and use this information to train your team.

Inbound CallsAllocate your employee resources appropriately. Know when the highest call volumes are occurring and adjust staffing and queues accordingly.

Abandoned CallsMaintain a happy customer base. Keep brand loyalty high by tracking the frequency of hang ups and preventing unsatisfied customers.

3 Robust Packages to Meet Your Business Needs


GET ENHANCED VISIBILITY INTO THE PERFORMANCE OF YOUR CALL CENTER

Silver

• 5-10 users


• Great for a front-office receptionist or small work group

Gold

• 10-25 users


• Provides advanced reporting to monitor overall performance

Platinum

• 25+ users


• Provides the most advanced set of routing and call management options

CUT COSTS AND COMPLICATED TELECOM MANAGEMENT SYSTEMS


Companies like Ventas and Domino’s have partnered with us to help migrate them from POTS to VoIP. Why? Because our method has been proven to help companies save money, simplify telecom procurement to a single source, and contain costs through a standardized solution.

Industry Highlight: Property Management

Industry Highlight: Quick-Serve Restaurant

Ventas Inc. Pre-BullsEye• 20 different voice carriers and 8

different broadband providers

• Antiquated premise-basedphone system

• High equipment maintenance costs

• Limited feature functionality

Domino’s Pre-BullsEye• 5,000 locations in the U.S.

• Service from 100 independenttelecom providers for: - Plain Old Telephone Service (POTS) - DSL - Wireless backup failover

• No online ordering

25925 Telegraph Rd., Ste. 210, Southfield, MI 48033 | 877-438-2855 | [email protected] | www.bullseyetelecom.com





















and easy to deploy.


1

• Controlled, on-net POTS to VoIP migration

• Any VoIP solution, such as Hosted PBX, SIP Trunking, Integrated Voice, Integrated IP PRI and Cloud Mobility, through one provider

• Nationwide broadband provider, including: DSL, T1, Cable, Ethernet, Fiber, Wireless and IP VPN

• Professional installation supported by a dedicated Account team

• Redundant BroadSoft network/switches for guaranteed uptime and work security

• Alliances with leading telecom equipment and software companies like Polycom, BroadSoft and Edgewater

Activity Efficiency Mission Accomplished: How businesses ... · provides connectivity on your...

Documents

Transcript of Activity Efficiency Mission Accomplished: How businesses ... · provides connectivity on your...