Product Presentation Page 3 About Voxtron Voxtron (1994) is an international group specialized in...

Product Presentation

About Voxtron

Voxtron (1994) is an international group specialized in Contact Center software, based on a very strong IVR background. Voxtron is headquartered in Belgium, with offices in Germany, The Netherlands, Turkey, Italy, Hong Kong, India, Indonesia, Thailand, Dubai, …

Voxtron’s goal is to make the communication between companies and their customers both efficient and agreeable. The way incoming calls, faxes and e-mails are handled is crucial in creating a professional company image.

PBX independent

Integration out of the box with more than 150 different PBXs

Monitor phones (3rd party TAPI), transfer calls, activate message waiting indicator, receive call information (CLIP, DID, redirecting number,…)

Universal ways to connect:– Analogue lines– Digital lines (BRI, PRI): Q.SIG, Euro ISDN…– VoiP (H.323, SIP): RTP, H.450…

What can agenTel MEAN for you?

Prevent customer contacts from getting lost– Transfer calls, faxes and emails immediately to the right

person (that is available!)

Improve the relationship with your customers– Who is calling? Integrate with your (CRM) software.– Launch outbound campaigns to get feedback of customers

Get new customers– Launch outbound campaigns to potential new customers

Make your life easier– Handle calls automatically with the built-in IVR– Control your telephone with the built-in softphone– Send faxes without leaving your office

Get an insight in your contacts– Know what is going on in realtime– See what your people are doing– Extract statistical reports

What can agenTel DO for you?Routing & Statistics

AgenTel intelligently routes your incoming– calls– e-mails– faxes

AgenTel includes statistics software that enables you to …– … get reports that…– … give you a clear view…– … of your agents and contacts

What can agenTel DO for you?Campaigns

AgenTel can import a list of contacts and call them automatically when agents are available to handle the call

Calls, emails, faxes and campaigns happen at the same time: count on agenTel to keep track of them!

What can agenTel DO for you?Client & Integration

AgenTel includes client software that– Enables you to send faxes right from your

computer– Control your phone from your computer– Displays “pop-up” on your computer of who’s

calling, e-mailing, faxing, …– “See” your colleagues and what they are

doing– “See” the customer contacts that are waiting

AgenTel can be integrated into your infrastructure– use your existing (customer) data– use your existing CRM software

How does agenTel route contacts?

Skill-based routing– Assign skills to the contact …

• emails: based on the body, subject, from, to…

• Calls: DID, CLIP, IVR asks questions

• Faxes: fax number, sender ID…• Campaign calls: general skills,

contact dependent skills (csv)– … route the contact to the agent

most closely matching the required skills.

Agent-based routing– Longest waiting agent– Agent with smallest load– Agents to which the caller spoke

the last time

Time-based routing– A contact gets more important the

longer it has to wait

Understanding agenTel

AgenTel’s IVRWhat does it do?

AgenTel’s IVR is responsible for– Answering the calls

• Assigning skills, priority and data (for integration) • Deciding if the call has to go to an agent • Transferring the call to the most appropriate agent

– Receiving and sending faxes– Making calls for campaigns

• If connected, transfer the campaign call to an agent Based on Voxtron’s Axxium technology also used to

implement e.g. phone banking systems! Extremely powerful, advanced features include

– Speech recognition– Text-to-speech– 3rd party integrations (TCP/IP, XML, HTTP,…)

Includes pre-recorded voice prompts in over 20 languages

AgenTel’s IVRGUI

A Graphical development tool allows you to create your dialog without any programming.

You design the call flow just by drawing it.

Great flexibility: you can make (small) changes yourself.

Only 12 icons allow you to make any application.

Play messages, variables, concatenated speechAsk DTMF input, build menus

Record message over the phonePerform different actions on time of day, date, holidays, …

Ask user which language to speak, set call flow languageTransfer callsFax on demandInterface to any ODBC-compliant database (add,update,…)Manage voicemail boxes: record and listen to messagesPerform calculations on variables

Use Axxium Plug-Ins to offer advanced functionalities.End the current call

AgenTel’s IVREasy to use icons

AgenTel’s IVROptimal use of channels

Faxes, incoming and outgoing calls (campaigns) all use the same telephony connection to the PBX optimal usage of your communication channels

AgenTel’s E-mail RoutingOverview

Assign skills, priority and data (for integration) to an e-mail message using– E-mail rule wizard, based on subject, to, from…– PERL based scripting (for advanced users)

Discard e-mail messages Forward the e-mail message to the most

appropriate agent Manipulate the e-mail addresses so that the

agent’s personal e-mail address is never visible from the outside

Detect reply of agent and put agent FREE again (after wrap-up)

Agent replies with his/her ‘normal’ e-mail client!

AgenTel’s E-mail RoutingConfiguration & Rules

AgenTel’s administrationOverview

Configure:–Users–Skills–Contact codes–Groups–Pause reasons

AgenTel’s administrationSkills

Unlimited number of skills

Skill importance: the importance of the skill with respect to the other skills.

Mandatory skills– Contact can only go to an

agent having this skill– Mandatoryness can expire

after certain time Examples of skills:

the knowledge of a certain product, language, commercial feeling, etc...

Each agent has a user name, password, first name…

Assign skills to agent with agent-dependent skill knowledge

Wrap-up time individually configurable per agent (%)

Disable free seating continously monitored agents

Assign agent to group(s) Define which agents the agent sees

in his/her agent monitor Define agent’s interactions.

Is agent allowed to handle incoming calls or emails?– Yes/No– Agent can choose at login

Define agent permissions regarding sensitive info

…

AgenTel’s administrationAgents

Assign name to group Assign skills to group Assign agents to group Assign skills to agents by

placing them in group(s) Agents inherit skills of

the groups they belong to Keep it simple, no groups

in groups

AgenTel’s administrationGroups

Yes/no markers useful for statistical purposes

Representation in a “tree”

Mandatory contact codes: possibility to configure that at least one contact code must be assigned by the agent

AgenTel’s administrationContact Codes

Define up to 10 different pause reasons

Default pause reason : used for “automatic on pause (when agent’s keyboard or mouse not moved for certain period, or when screen saver is launched)

AgenTel’s administrationPause reasons

AgenTel ClientLogin

Two step login– Step 1 :

• Agent can select language• Agent enters user name and

password– Step 2 :

• Agent selects what contact types to handle (calls, emails, faxes…)

• If free seating is allowed: agent enters extension

• Agent can select initial status PC-less agents are also

supported:– login by team leader– login via the phone (IVR)

AgenTel ClientMinimal desktop use

Keep your desktop free for your “real work”

Minimize to system tray

System tray popup messages

PIN buttons for WM & AM

AgenTel ClientF11 quick dial

Automatically dial any phone number out of any application by selecting it and pressing F11

AgenTel ClientMaximized

Main window

Agent monitor

Waiting monitor

AgenTel ClientMain window

Fax Center

Campaign Center

Each contact displayed in

tab

Soft phone (active TAPI) : control your

phone via your computer

Contact information

& notes

contact codes

“See” the other agents and what they are doing PIN the agent monitor to your desktop ≈ busy lamp field The team leader can log off/log on/pause an agent remotely

AgenTel ClientAgent monitor

“See” the contacts that are waiting The team leader can direct waiting contact to a particular agent Highlight calls in waiting monitor that require a mandatory skill not

present in the CC (with suggestion of agents who possess this skill)

AgenTel ClientWaiting monitor

Agent ClientFAX Center, search

Agent ClientFAX Center, viewing a fax

Agent ClientCampaign Center, overview

Only visible for team leaders and administrators

Agent ClientCampaign Center, add campaign (properties)

Agent ClientCampaign Center, add campaign (csv import)

AgenTel ClientDifferent contact types

AgenTel ClientPopup direct call

AgenTel ClientPopup email

AgenTel ClientPopup campaign call

AgenTel ClientPopup FAX View the fax

inside the agent client!

AgenTel ClientSending of faxes

AgenTel Client, automatic update

AgenTel Client, Microsoft Outlook integration

Search in your (shared) contacts

Add new contact if not found

Add to your journal

AgenTel’s statisticsFeatures

Accessible by team leaders and administrators Real-time statistics Export to .csv file (import in e.g. MS Excel) or .html

file Schedule statistics

– Send via email (HTML + *.csv)– Save to a folder

A lot of customizable reports, divided in 6 categories:– emails, calls, faxes, campaigns

• Skill reports (per skill and per time interval)• Agent reports (per agent and per time interval)• Contact code reports (per contact code and per time interval)• General reports (per time interval)• Custom reports

– Agents• Logon reports

AgenTel’s statisticsGUI

AgenTel’s statisticsE-mailed to you

AgenTel’s wallboard

Highly customizable Parameters per skill

e.g. calls waiting for English

LAN wallboard (viewed in web browser) and LED wallboard

Define thresholds to highlight parameters when they go out of a predefined range

Different wallboards for team leader, agent…

Integrating agenTel in your (existing) IT infrastructure

Integrate on IVR Axxium Plug-In components

Integrate with the standard agentsoftware agenTel Client SDK (Free)– TCP/IP XML– COM– HTML– Toolbar

Server SDK (Free)– Custom statistics– Custom wallboard

Replace the standard agent software with your own Agentel Partner Program (payable)

AgenTel is extremely flexible

Webpages viewed insidetheagentclient

The 3 levels of high availability

Hot stand-bycluster

Both servers are running and data is kept central

No loss of data ± 1 minute downtime when

switching Requires Win2003 domain 99.999% uptime (HW)

Cold stand-bySingle server with

regular backups

Standby machine is switched off

Regular backups are taken from active machine

On failure, active machine is replaced by standby machine and latest backup is restored

Warm stand-by2 synced servers

Both servers are running and constantly synchronized

Lose the last hour of your data (statistics, emails, faxes)

± 5 minutes downtime when switching

Requires a reliable and fast network

99.99% uptime (HW)

License modelOverview

All licenses are concurrent

# IVR ports # Office client license (mandatory

per agent):– Possibility to login, active TAPI toolbar– Usage of waiting monitor– Usage of agent monitor– Popup for direct calls (pure CTI)– Fax license: send/receive faxes

# Inbound call licenses # Outbound campaign licenses # Email licenses # Continuously monitored extension licenses

License modelContinuously monitored extensions

agenTel 6.0 can have agents that– have free seating disabled

their extension has been predefined by the administrator

– “free-seating-disabled” agents thus always have a known extension

Administrator can select to “always monitor the extension” of a “free-seating-disabled” agent– statistics of non-cc calls are

available even WHEN THE AGENT IS NOT LOGGED IN

The administrator can only switch-on as many “always monitor this extension” check boxes as there are continuously monitored extension licenses.

License modelCME extra available statistics

Statistics of direct (non-cc) calls are available even WHEN THE AGENT IS NOT LOGGED IN

AgenTel additional

Out-of-the-box voicemail with voice to email

Recording customer – agent conversation project basis (tromboning)

References

ABN-AMRO, BE CC-Bank TeleCenter, DE Würth DE Ethias, BE Otis, NL Patientline, NL Deutsche Bahn, DE ….

Top applications

Order desk Sales Hotline Support Hotline Phone banking Call Center Ticket reservation Alarm & security Hotline Tele secretary (Muliti company) front desk

System requirements

IP based LAN agenTel Server components (IVR, ICD, ERS, CTI)

– Computer capable of running Win 2000/XP/2003– Compatible PBX / VoIP Gatekeeper

• 3rd party TAPI interface• Single line transfer protocol (ECT, ICT, Q.SIG,…)

otherwise tromboning is used (takes more lines)• Call information (CLIP, called number, div. call info)• MWI (if voicemail)

– Telephony board• CAPI-compliant voice cards (Eicon Diva Server)• Intel (Dialogic) board (Digital or Analogue)• VoIP connection

– For e-mail routing: SMTP, POP3 or IMAP server– For voice to e-mail functionality: SMTP server– For FAX: the telephony board should support FAX

agenTel Client (agent, team leader, admin)– PC capable of running 2000/ XP/2003

http://images.google.be/imgres?imgurl=http://www.panasonic.com.au/product_images_small/KX-TDA100AL.jpg&imgrefurl=http://www.panasonic.com.au/catalogue/details.cfm%3Fpcode%3DKX-TDA100AL%26pdiv%3DTSYSHIPPBX%26cat%3D29_4&h=194&w=154&sz=6&tbnid=XLzxcw5byu8J:&tbnh=97&tbnw=77&start=68&prev=/images%3Fq%3Dpbx%26start%3D60%26hl%3Dnl%26lr%3D%26ie%3DUTF-8%26sa%3DN

http://www.mpsuperstore.com/computer/pict65974.jpg

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Why choose agenTel?

Simple, straightforward installation and configuration

Value for money

Flexibility and scalability, start small to grow big.

Questions & answers

www.voxtron.com/agentel

Product Presentation Page 3 About Voxtron Voxtron (1994) is an international group specialized in...

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