Multichannel Automatic Call Distribution (ACD)

Multichannel Automatic Call Distribution (ACD)The cloud-based solution for your customer contact management

Security▪ Operation in company-owned,

high-security data centers

▪ Fail safety through 24/7 operation in our intelligent network

▪ Sophisticated security and data management

Success in business – with Deutsche Telekom as your partnerMaking the right connections

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Expertise▪ Telekom is Germany’s market leader for service

telephony and a leading provider of contact solutions

▪ Over 100 customers use our solutions for their customer service (with a call volume of more than 350 mil. minutes/year)

▪ Extensive portfolio of innovative solutions from the cloud to meet every need

Simplicity▪ Future-proof with regular, free updates

▪ Short-notice scalability, e.g. in the event of peaks in demand

▪ Compatibility/interfaces with all common systems

Service▪ State-of-the-art service with a team of

qualified and engineers who receive ongoing further training

▪ Responsible contact person at all times in sales

▪ We cover the entire project management

Contact solutions from the cloud

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The Trusted Cloud label, awarded by the Kompetenznetzwerk Trusted Cloud e. V. (an initiative of the Federal Ministry for Economic Affairs and Energy), standardizes the data protection and data security requirements for cloud solutions. The certificate is issued based on a comprehensive catalog of criteria, which is built in line with recognized standards (e.g. ISO standards).

Telekom’s “Multichannel ACD” is listed as a secure & trustworthy cloud solution for the processing of cross-channel customer queries in the Contact Center.

Telekom complies with all minimum requirements concerning security, legal compliance, quality, and transparency.

Issue of the label on the basis of the new catalog of criteria 2.0 shows that the service observes the requirements of GDPR.

Security in the cloud when handling customer data

Measures to protect personal data

Data protection in accordance with German and/or European laws (GDPR)

Regulations on information security

The criteria include:

https://trusted-cloud.de/de/cloudservices/2228/Multichannel-ACD

Awarded the trusted LabelMultichannel ACD – Quality and security from the cloud

The Cockpit statistics and analysis tool allows you to always maintain an

overview andcontinually monitor and improve your

service.

Digitalization provides new opportunities Optimized customer service with Multichannel ACD


Digitalization creates new opportunities for the efficient processing of customer queries. Improved service thanks to comprehensive analytical tools and intelligent agent support.

The opportunities:

Agents haveall the information they need at a

glance and receive optimal support in handling cases.

#148927

Flexible, cross-channel routing, making it possible to forward

customer issues straight to the right employee, regardless of location.

Multichannel ACD Transparent and flexible routing


Administrativ interface

▪ Manages all the media and processes of a modern customer contact management system

▪ Enables intelligent, multi-site distribution and processing of calls, emails, chats, whatsapp and much more

▪ Includes detailed monitoring and comprehensivereporting functions

▪ Seamless connectivity to Microsoft Dynamics & Salesforce: Integrated contact processing, routingand campaign management in one application

The Multichannel ACD is the cloud-based, forward-looking solution for high-quality customer service:

Responsive design for everyoutput medium

Multichannel ACDWhat you can expect

▪ Flexibility: Quickly and easily integrate additional locations and home offices with Multichannel ACD

▪ A myriad of functions and highly flexible configuration options: Configure up to 9,999 users, any number of groups and mailboxes

▪ Multi-client capability: Ideal for multiple projects or organizational units side-by-side

▪ Extensibility for a reliable costumer service: Availability of solution modules for integration of AI and Bots

▪ Extensive roles and rights: Master login for independent configuration and stepped authorization profile for coaches, team leaders, agents and other users

▪ Number routing and VoIP connection: easy connection of your service number, interfaces and termination via Voice over IP

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Multichannel ACD

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TELEPHONE TelePhone, E-Mail, SMS, Fax, LETTER, WhatsApp, Facebook,

Twitter

E-MailTelephone, E-Mail, SMS, Fax, letter,

WhatsApp

Yourhomepage

(Chat, Video-Chat,

Co-Browsing)

Yourhomepage,messenger-

services

Professional Client/ VOIP Softphone*

Customer Feedback Voice/ Web

Screen- & Call-Recording/ Silent Monitoring

Multimedia Wallboard/ Cockpit

Unified Desktop

Service numbers

IVR KI/ BotsLive SupportManager

MessengerOutboundManager

E-MAIL-Management

ACD

CorporateCall

Assistent

AudioProduction

Self ServicesVoice/ Web

ExternalCostumer

application

TelephoneContactchannels

Multichannel ACD

* incl. conference function

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Interactive Voice ResponseMake the right connection


▪ Easy configuration of the IVR menu with personal web account

▪ Installation and use of any number of mailboxes

▪ Fast and individual configuration of menu structure and queries

▪ Flexible compilation of routing modules

▪ Graphical illustration of the call flow

Pre-qualification lets you handle calls faster and more effectively

Unified DesktopCustomer journey in the Professional Client Web

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The benefits for you

✓ Increasedproductivity

✓ Fewer errors

✓ Taps into cross- and upselling potential

▪ Employee has all relevant content available at a glance

▪ Data from external systems are used for routing decisions in ACD

▪ Flexible selection of the relevant data fields for each business case and employee

▪ Facilitates process automation in conjunction with the Professional Client Web


Professional ClientFor professional support

Professional Client VoIP: Integrated Voice over IP softphone communication

More options: Caller information (CTI), call history, conversation guides and call forwarding via drag-and-drop

Optional: Call blending, personalized dispatch of fax, e-mail, SMS and mail

Professional client web: no installation needed, available for all operating systems

Your benefits:

✓ More process efficiency,

✓ improved quality

✓ greater customer satisfaction

Live support manager (1/3)Advise customers online

▪ Live advice service for your company website via chat, video chat, call (including WebRTC), and WhatsApp

▪ Ability to combine channels Combine channels live during the query, forward calls or set up (video) chat conferences with other agents

▪ Co-Browsing as an optional extra; browser-independent, also available on mobile devices, no download required

▪ Attachments and sharing: Share or simultaneously view documents


Easy to integrate into your existing website via JavaScript and HTML code. Website teaser to match your corporate design.


✓ Easy and proactive customer support on your website

✓ Cross-channel data analysis and storage in contact history

✓ Can be combined with screen and call recording

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Live Support Manager (2/3)Advise customers online


Agents receive optimal support with case handling in the Professional Client.

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Master data and contact history are displayed automatically or called up manually

Use your own text blocks or conversation guides

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Live Support Manager (3/3)Use Case: Authentification for opening a bank account


1. Mr. Scott would like to open an bank-account.

2. But he has problems filling out the contract.

CONTACT CENTER

?

The agent can access Mr. Scott’s computer. Mr. Scott and the agent complete the contract together.

4.The identification procedure is carried out using the video chat function. The customer shows his ID. The agent confirms that it matches. (conversation guide)

5.Mr. Scott receives confirmation by WhatsApp or e-mail. This also contains a link to the customer feedback page.

6.

Co-Browsing

Mr. Scott starts the chat dialog. The agent offers Mr. Scott co-browsing via the chat function.

.

3.

@

The benefits for you:

✓ Individual text blocks for rapid, uniform response

✓ Increase productivity

E-Mail-ManagementEverything in writing


▪ Cross-site, productive distribution and processing of written messages

▪ Possible to connect external systems for workflow management and archiving

▪ Messages are routed by criteria, classified by content, divided up by skills

▪ Measure necessary processing time and record reasons for contact

E-mails can be processed in the Professional Client or in any local e-mail client

Cockpit (1/2)The report and analysis tool


combining and analyzing data from various sources, including external ones, in a single application

identifying weaknesses and interrelationshipsimmediately

via e-mail or FTP server

preparing objects and diagrams in an modern manner

Report generator

Associative data searches

Export or automatically ship statistics

Graphic generator



✓ Faster data recording and reaction with business intelligence

✓ Prepare and analyze statistics in a professional manner

Swap easily between views using the tabs

Drill-down function: dynamic navigation through data on any level desired

Responsive design & individual views, e.g. for clients, team leaders, board members, or a wallboard

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Cockpit (2/2)The report and analysis tool

KI & Chatbots (1/5)Creating positive customer experiences


KI: Digitalization creates new opportunities for interacting with customers, processing standard queries automatically, and making the customer and agent experience a positive one.

Process in self-service

Take overif required

Reason forcontact

Atmosphere

Expectedaction

AI-based routing, which makes it possible to

forward customer issues automaticallyand case-closing

Available?

Round-the-clock availability of services through automation

and relief ofpressure on experts

Bot systems are easy to integrate into existing systems, e.g. e-mail or messenger services

(WhatsApp, etc.)

KI & Chatbots (2/5)Adjustable complexity level for use cases

▪ Conclusive communication with the customer

▪ The bot communicates without agent intervention

▪ Customer identification and support from the agent

▪ The bot assists with identification and

background information, the agent communicates

▪ Classification of customer and topic with forwarding

to an agent

▪ The bot classifies and

forwards, the agent communicates

AllocationClassification

AugmentationAssistance

AutomationFull automation

E-Mail Chat Voice

E-Mail Chat Voice

E-Mail Chat Voice


KI & Chatbots (3/5)The complete picture – Telekom´s Conversational AI Suite


KI & Chatbots (4/5)Standalone chatbot


Chat

Querying of address information

Automated customer greeting

Topic classification

Assignment to address and schedule

Answer generation (incl. link)

Task successfully completed

Goodbye message to interested party

Hello, how can we help you?

When will bulky waste be picked up from our premises again?

In which Postal Code - area do you live?

My postal code is 60322

Your next bulky waste pick-up will take place on July 25 between 8:00 a.m. and 12:00 noon.Would you like to register for it?

No and thank you for the information!

Then have a nice day!

KI & Chatbots (5/5)Sequential messenger chatbot


Outbound ManagerIndividual and 100 % flexible


▪ Using the Professional Client facilitates blending for efficient handling of call-backs

▪ Manual and automatic import and export of data sets (e.g. from ACD)

▪ Predictive dialing based on the customer’s recent and historic availability

▪ Online monitor and online statistics for cross-site overview of the most important KPIs and detailed evaluations


✓ Optimal implementation and administration of your outbound campaigns

✓ More pure conversation time per agent ✓ More efficient addressing of customers and

improved communication among employees

Customer Feedback Voice/WebAlways in dialog


Valid, real-time, automated, and representative results

Identify trends and develop-ments and verify the success of internal training sessions

Improvementof serviceprocesses

Service performance becomes measurable and demonstrable

Automatically determine the level of customer satisfaction directly following contact through an automated customer survey - by telephone via a voice system or via e-mail.

Compile a catalog of questions flexibly online; simply choose from a basic package of survey elements

Survey results are evaluated automatically, prepared graphically, password protected, available online within minutes, and even exportable in CSV format.

Up-to-date and detailed information on the number of calls and participation in your surveys in the online monitor



Screen- and call recording / silent monitoringReally listen

For monitoring or recording calls with customers across locations and recording the work steps on the employee’s screen – ideal for training & coaching

Recording area is defined individually depending on the requirement – entire screen, individual areas or selected applications

All conversations and key data, such as reason for contact, employee, group, and destination phone number, are saved in WAV or MP3 format

Legally compliant opt-ins are ensured;provision of the call and screen recordings via FTP or Web download for 28 days

For this purpose, declarations of consent are required from the employee and customer in advance


✓ Processing steps become transparent✓ Continuous review of call quality for

constant improvement and increased efficiency

MessengerOne tool for all channels

Numerous internal and external applicationsfor individual and mass mailing of information – also automatically

Create any number of text modules or import them together with recipient data

Personalize messages, e-mail attachments (PDF) and voice messages

Integrate external data sources and databases



✓ Contact targets sequentially via multiple channels

✓ Only a single tool needed

✓ Simple configuration using the web interface

Salesforce-AnbindungIntegrated contact processing

The seamless connection to Salesforce enables more efficient processing in just one application:

▪ Multichannel ACD call routing based on the Salesforce data (status, revenue, critical client, etc.)

▪ Execute Multichannel ACD call and status activities directly in Salesforce using Softphone ( login, hold, transfer, etc.)

▪ Use the job processing not only for call and status handling but for workitems and Salesforce transactions, too. Workitems from other channels like social media, chat or e-mail can be classified and distributed via the Multichannel ACD.

▪ Capturing of contact reasons and handling times

▪ Outbound campaign management based on your Salesforce data without the error-prone import and export of data


Microsoft Dynamics ConnectorAll your customer data at a glance

Quick and easy connection to your Microsoft Dynamics system optimizes contact processing:

▪ In addition to voice and non-voice contacts, also structured distribution of any number of processes and work items via Multichannel ACD

▪ Performing call- and status-related actions such as login/logout, pause, forwarding via the integrated Professional Client Web

▪ When the caller is recognized, the relevant MS Dynamics data record can be opened for editing.

▪ Calls and processes can be routed according to information from master data in MS Dynamics.

▪ Click-to-dial enables easy selection of contacts directly from MS Dynamics.

▪ Processing times and contact reasons are recorded and are available for statistics and analysis.


Integration of the Professional Client Web into your MS Dynamics interface. It creates advantages for contact handling, routing, contact history, productivity and quality assurance.

Microsoft Teams AdapterOptimised collaboration

Status synchronisation▪ The different user statuses of

Microsoft Teams and the Multichannel ACD can be synchronized, e.g. to block users in the ACD who are busy in Teams

Teams Colleagues Directory in the ACD Client▪ List all team users of shared

teams▪ Quick filter to find colleagues,

view their status, write chat messages or start team calls


Plugin for the web-based Professional Client of the ACD

Your benefitsAt a glance


A connection with many benefits There’s more in it for everyone

Multi-site and cost-effectiv

Multiple channels – one solution

Fast implementation, no risk

Many add-on functions

Security

Encryption and data protection

Support and maintenance

Pricing model and contract term

▪ Web-based from the cloud

▪ Connect multiple sites and/or home offices

▪ Billing is based on “pay-per-use”

▪ From a single source: Can be combined with any service number



Fast implementation, no riskMany add-on functions

SecurityEncryption and data protectionSupport and maintenance




Fast implementation, no riskMany add-on functions



▪ Distributes calls, e-mails, faxes, text messages, WhatsApp, voice mails, letters and jobs, as well as Facebook posts and tweets

▪ Supports distribution processes from external applications (e. g. Salesforce, Microsoft Dynamics)

▪ Integrates many popular systems via interfaces





Tarifmodell und Vertragslaufzeit





▪ Short implementation times

▪ Extremely low technical requirements

▪ Maintenance, updates and support are included

▪ Easy to set up and upgradable at any time

▪ Personal test access available










▪ Expandable on demand

▪ Can be easily combined with other solutions, third-party applications and telecommunication technology that is already in use








Encryption and data protectionSupport and maintenance



▪ The systems are located at a Telekom location in Germany that is air-conditioned and features a protective shell, a backup power supply and secure access

▪ Each system operates completely autonomously.

▪ Routine checks ensure an exceptional level of availability.

▪ Trusted Cloud certified!

Security





Security



▪ Password-protected access to administrative and statistical ACD websites with 128-bit SSL encryption

▪ Communications of the Professional Client is encrypted with 2,048-bit RC4

▪ Data protection in accordance with the statutory data protection provisions

▪ The Multichannel ACD fulfills the specifications of the EU GDPR!

Encryption and data protection







SecurityEncryption and data protection


▪ Comprehensive hardware and software maintenance and 24-hour hotline for malfunction reports with a defined reaction time of 30 minutes

▪ Setup support inquiries can be made free-of-charge during normal office hours








SecurityEncryption and data protection


▪ One-time setup fee incl. start configuration

▪ Monthly fee and additional usage time (caller minutes) of cloud-based ACD for pay-per-use variant

▪ Optional contract terms of 12, 24, or 36 months








Our solutions in actionReferences

Our solutions in actionnicko cruises Schiffsreisen GmbH


Challenge

With the transition to VoIP, the decision was made to introduce a new, future-proof ACD solution with multi-site reporting and monitoring – without this a good resource planning is impossible

Foto/Rechte

Goals

▪ Optimize telephone reservation options

▪ Continue to improve customer service

▪ Optimum staff utilization

▪ Solution extendability

Solution

Multichannel ACDMulti-site, qualified call distribution and processing. Web-based, user-friendly client for agents and administrators

Customer Feedback (Multichannel ACD) Automatic customer survey after a service contact. The result of the survey is available in real time for evaluation and can be retrieved online at any time

Local Service Call Give your existing landline number the extensive functions of a service number. You continue to be reachable at your known number; your callers simply pay for a normal call to a landline or even reach you free of charge with a flat rate.

„Thanks to central routing, existing staff is much better utilized and waiting times for users are significantly reduced.”Andreas Grasberger, Head of IT and data management nicko cruises Schiffsreisen GmbH

Image source: nicko cruises Schiffsreisen GmbH

Challenge

The aim is for the decentralized telephone consultants of a new information and help line to provide ad-hoc help through an intuitive and easy-to-use solution.

Our solutions in actionBundesverband Kinderhospiz e.V.


Goals

▪ Improved accessibility of the association

▪ Virtual and hence flexible team of telephone consultants

▪ Recorded messages when no consultant is available

▪ Toll-free number and hence a simple offering without the hurdle of costs

▪ Statistical call analysis to determine additional needs

Solution

Multichannel ACD

Incoming calls are automatically distributed to the consultants. The solution can be expanded at any time to include more agents or to handle email inquiries.

freecall 0800

The service number provides a completely free offering for callers, allowing ad-hoc help to be offered to families who need it.

„We enable families to contact us around the clock for help and advice. No call gets lost any more."

Sabine Kraft, Managing Director of Bundesverband Kinderhospiz e.V.

Our solutions in actionDeutsche Telekom Europe AG (1/2)


Challenge

The Procure-to-Pay (PTP) business unit has set itself the goal of creating unified support with a central access point for many different channels. The goal is to improve the distribution and processing of inquiries (routing and ticketing).

Goals

Increase first-level solution quota in first-level support

Transparency via incoming orders and capacities

Ongoing development of content –> Customer will specifically be given the ability to solve their matter themselves

Establish a transfer of knowledge

Solution

Multichannel ACDis responsible for routing the telephony and the tickets to the right agents. ACD classifies each customer inquiry into a predefined category and assigns it to the appropriate queue.

Salesforce Connector (SFC) automatically connects the salesforce instance to the ACD and prepares the distribution of incoming processes (tickets) according to a categorization of the appropriate characteristics.

Professional Client Web (Multichannel ACD)is an integral component in the salesforce interface and enables agents to have their entire workspace on the screen.

“Our goal is to optimize the process flow in the support environment and thereby increase customer and agent satisfaction."

Babak Ghasemi, DTSE AG


▪ Open web interface calls up information about the caller from the Salesforce Service Cloud (e.g. language, ticket no. with time stamp, VIP status, etc.)

▪ With the push service, the SFC transmits the case ID and the category to ACD.

▪ Once equipped with information, ACD routes to the correct agent by means of a complex condition syntax.

▪ As soon as an agent is assigned a case, the Salesforce master data set appears in the ACD Professional Client Web.

▪ The web interface with the Salesforce Service Cloud allows tickets to be automatically prefilled for the agent (caller number, IVR input, etc…) and the agent is able to enter information in the Salesforce master data record via ACD.

Our solutions in acctionDeutsche Telekom Europe AG (2/2)

Queryhandling

PTP customer(employees, suppliers, DTSE customers)

System event management

PTP Contact Center (nat./int.)

Order & invoice clearing, supplier steering, business, Tel IT

Backend systems

Process management

Our solutions in actionTrading company uses Multichannel ACD with Microsoft Dynamics


Challenge

An internationally active trading company was faced with the challenge of optimising its telephone customer service outside of Germany. The distribution and processing of service calls in the customer service of seven countries was to be guaranteed uniformly via a tool with a corresponding transparency.

Foto/Rechte

Goals

▪ Increase in service quality through the seamless connection of the Multichannel ACD to Microsoft Dynamics

▪ Transparency about call volume, capacities and service quality

▪ Efficient processing through integration in MS Dynamics

▪ Optimise process flows

▪ Improve customer and agent satisfaction

Solutions

Multichannel ACDis responsible for routing the telephony to the right agent. The ACD classifies each customer request into a predefined category and assigns it to the appropriate queue. Tools for comprehensive monitoring and reporting are also available.

Microsoft Dynamics Adapter (Multichannel ACD) CTI link for connecting MS Dynamics:-CTI pop-up for incoming calls - Diallingphone numbers from a customer mask

Professional Client Web (Multichannel ACD)is an integral part of the Salesforce interface and allows the agent to have the entire workspace on screen.

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=2ahUKEwjS4YiE0bfnAhVE2KQKHSXJDd0QjRx6BAgBEAQ&url=https%3A%2F%2Fdocs.microsoft.com%2Fde-de%2Fprevious-versions%2Fdynamics%2F&psig=AOvVaw1fnK59VF8GJ1yM8n8FXZqE&ust=1580896604479055

Challenge

BEW, a medium-sized trading company for construction elements in the area of windows and doors, had not previously used a call distribution solution. The challenge was therefore to introduce a cloud solution and to ensure a successful onboarding process for the employees.

Our solutions in action (for medium-sized companies )BEW Bauelemente Werratal GmbH


Goals

Increased accessibility

Relief of the reception staff

"Silent" onboarding of employees

Connection to merchandise management for allocation of callers

Controlling of caller behaviour

Solutions

Multichannel ACD MittelstandslösungSet-up of an ACD solution with 24 agents in customer service

▪ Including IVR (Interactive Voice Response) with waiting field

Local Service CallWith Local Service Call, customers reach the company under a local number and only pay for a regular call to the fixed network (with a flat rate, the call is even free).

Image source: BEW Bauelemente Werratal GmbH

“The solution has solved our problem exactly! We have not received any feedback from our customers regarding non-availability.“

Ronny Hartmann-Schmidt; Head of IT and Web Development / Authorised Signatory

The first stepTest for four weeks

Would you like to have your own personal test access? No problem!

▪ Test environment made up of Multichannel ACD and Cockpit

▪ Individual routing plans and statistics

▪ Non-binding four-week test period with test fees –reimbursement upon order

▪ Routing can be directly taken over during the transition to live operations.

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KontaktIf you have questions or for more information, you can contact us atfreecall 0800 330 8223Email: [email protected]/contact-solutions

Thank you!

Multichannel Automatic Call Distribution (ACD)

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