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ELSBETH CommunicationManager

Your customers expect you to provide optimal service with maximum availability. We can help. ELSBETH Communication Manager (ECM) is the innovative solution for centralized management of your communication channels and processes in the inbound and outbound sectors. ECM offers high performance, extraordinary flexibility and user-friendly operation. With ECM, you can design and configure your communication processes more efficiently from day one.

Depending on your business strategy, you can use ELSBETH CommunicationManager with the Predictive Module (for outbound campaigns), the Inbound Module (for inbound and help desk calls) or with both modules. The Process Designer allows you to flexibly implement complex communication processes and events in your customer communication, no matter which communication channels you want to use.

The Process Designer’s intuitive user guidance and the clear, structured software interface allow you to quickly set up and implement communication processes without extensive knowledge of programming. This reduces the costs for set-up times and gives you the flexibility you need for dynamic campaigns, while optimizing the quality of your internal and external workflows.

ProcessDesigner

Serv

er

RecordingManager IVR/ACD

Predictive

CTIData Manager

Admin

PSTN &Internet

Inbound

Clie

nt

PredictiveDialer

SpeechAnalytics

Visual Overview of ECM

The more powerful architecture with the three core modules – Inbound, Predictive and Process Designer – and the numerous embedded functions are all designed to create new sales potential in your customer conversations, to strengthen customer relationships, to increase employee performance and motivation, and to identify and implement potential savings more quickly.

ELSBETH CommunicationManager

ELSBETH CommunicationManager

ADVANTAGES OF USING ECM

PrOCESS DESIGNEr

Central administration: implementation and mainte-nance using the graphical user interface

intuitive operation without knowledge of scripting or programming

Clear, comprehensive visualization, modification and configuration of complex communication knowledge

designing and modifying processes using drag-and-drop

integration of telephones, e-mail, fax, letters, text messages and social networks

INbOUND MODUl

Multi-channel unified communications functionality including interfaces

intelligent aCd with integrated multi-channel queue management

iVr with self-service automation

automated follow-up satisfaction surveys

free call holding system

integrated switchboard function

Call Blending

PrEDICTIVE MODUlE

market-leading predictive dialer technology

agent Blending

Microsoft Exchange interface

Geodialing

Compliance with the latest regulations in the German federal data Protection act and the German telecommuni- cations act

Seamless integration into your existing work environments

Scalability: from 5 to any number of employees

Various telephony protocols for lower costs (TAPI with ISDN or VoIP via SIP standards)

Multitenancy

Virtual integration of multiple sites

Flexible load distribution

Extensive reporting templates already integrated at the employee and supervisor levels; as a wallboard updated in real time, or with historic reports

Visualization and implementation of complex communication processes and scenarios

ELSBETH CommunicationManager

Excellent processes are the heart and soul of good customer service.

Using the Process Designer, you can dynamically design, model and implement all of your business’s communication processes and channels in next to no time – without any knowl-edge of programming. You can use the ECM Process Designer to create custom calling sce-narios. A “call flow” describes the process of an incoming or outgoing call. The individual stations of the call flow are identified using processing blocks. These processing blocks are the units in a call flow. They contain functions and conditions. The processing blocks are generally standardized for customer conversations. The ECM Process Designer offers a large selection of ready-made call flows, as well as over 30 blocks for creating your own individual call flows. If you need functions that aren’t covered by the standard blocks, you can simply create custom ones yourself and integrate them into the system.

PrOCESS DESIGNEr

Combined statistics and reporting for inbound and outbound can be expanded with the entire call detail records Freely configurable, flexible IVR with DTMF and Play Wave Wallboard view (service level, call waiting, etc.) Skill-based routing flexible connection options for forecast/PEP module queue overflows

ADDITIONAl FUNCTIONS

ELSBETH CommunicationManager

Flexibility and scalability thanks to state-of-the-art software components.

The Inbound Module of ELSBETH Communication Manager is an open, highly integrated telephony system that covers the entire spectrum of modern telecommunications applica-tions. Because the system consists primarily of software components, it is extraordinarily flexible and allows fast, cost-effective integration for a wide variety of requirements in numerous IT/telecommunications environments. The system’s areas of application range from simple private branch exchanges and call center solutions that focus on inbound and help desk applications, to highly complex automatic voice dialog systems.

INbOUND FUNCTIONAlITY Intelligent automatic call distribution (ACD) including

- Importing individual call waiting announcements and music - Skill based routing: individual calls are assigned to the employees who have the most experience in the relevant area. Full telephone system functionality Automatic number identification (ANI): enables you to identify customers and their

data and handle their call appropriately. Dialed Number Identification Service (DNIS): informs you of the number the

customer dialed. Interactive voice response (IVR): voice dialog system based on DTMF and ASR

INbOUND MODUl

ELSBETH CommunicationManager

Guaranteed cost-effectiveness.

ELSBETH CommunicationManager’s Predictive Module provides call center agents with a constant supply of calls. An intelligent algorithm sets up new calls in the background even before the effective processing period for the current call has ended. If the agent signals readiness for the next customer by closing the processing screen, a contact that was previ-ously set up is put straight through to the available agent. At the same time, the Predictive Module ensures that only real callers are put through to the agent, so that he or she can concentrate fully on contact with customers. The module is based on an algorithm that uses various parameters to calculate the optimal point in time for new dialing attempts. This ensures that the next connection is made exactly at the moment when an agent becomes available again. In addition to the intelligent dialing process, ECM also features the most advanced answering machine detection on the market.

PrEDICTIVE MODUl

Coaching function Support for agents from the team leader, project manager or supervisor in various modules Automated calling/assignment of calls to agents Call forwarding and conferences Agents can forward calls to others

(experts for specific questions) Campaign performance management with the predictive dialing algorithm

ADDITIONAl FUNCTIONS

ELSBETH Product Family

www.itsonix.deIT Sonix AG | Telefon: +49 (0)341 52 38 03 00 | info@itsonix.com

SaaS

ElSbETH CommunicationManager (ECM) is the innovative solution for central management of your communication channels and processes. The main ad-vantages of ECM are its extraordinary flexibility and user-friendly options for configuring and designing communi-cation processes. Depending on your business strategy, you can use ELS-BETH CommunicationManager with the Predictive Module (for outbound), the Inbound Module (for inbound and help desk calls) or with both modules. The Process Designer allows you to flexibly implement complex communication processes and events in your customer communication.

ElSbETH PowerContact (EPC) is the user-friendly complete solution for the effective and efficient imple-mentation and management of telepho-ne campaigns. Its use of the internet is a standout feature that allows virtual teams from several locations to work to-gether over the Internet. Together with the reporting function, a large number of on-demand scenarios are easy to im-plement. An extensive reporting system simplifies the detailed evaluation of individual campaigns. Preferred areas of application: Market research/polls, telesales, scheduling and calendar ma-nagement.

ElSbETH VocalCoach (EVC) The unique software solution for fully automated quality assurance and call optimisation. ELSBETH VocalCoach is capable of using phrases, keywords and dialog pairs to analyse recorded calls plus assessing speech clarity and intelli-gibility. With EPC and ECM, the analysis can take place live – the results can be displayed during the call itself. This is the beginning of a new era for contact centre service providers and in-house contact centres in the field of company-wide quality assurance. Preferred areas of application: Quality assurance and optimisation for campaigns, agent coaching, documentation of business transactions.

With ELSBETH onDemand, IT Sonix offers you its market-leading communication solutions on demand via its own onDemand platform. We operate our own servers at several sites. ELSBETH PowerContact, ELSBETH PredictiveDialer and ELSBETH Voice & Data Recorder can be preconfigured to meet your demands. Setup usually takes place within 72 hours. Usage can be invoiced by the minute or as a flat monthly rate.