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SmartDesk - Overview

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Architectural Overview

Smart Client deployment - Upgrades made easier NO deployment efforts at a desktop level Centralised configuration management Auto redirects users to HA environment upon exceptions Access levels / configurations maintained in tenants up to agent level with overriding features Extensive agent activity logging Ready to use CRM for all requirements Isolation of modules that require customization (CRM & CTI) Tight integration with configuration / statistics APPS using platform SDK

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SmartDesk Building Blocks

SmartQM & SmartInsight
Database SQL Server 2008

Ops Process

Data Access Layer

3rd Party CRM

CRM Adapter

C R M F W

CTI Wrapper

Inbound

Biz Treatments

Outbound Preview Predictive DNC Mgmt

Process Alerts

Agent Scripting

CRM Adapter

Messaging

Globalization
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Business Benefits - Key Highlights

Reduce

call handling time & Up service levels - controlled CTI & CRM application training cost - Consistent user interface for all processes IT Ops Management - seamless integration with Genesys for functional & security aspects Integration headaches MASHUP based apps integration improve CSAT

All in ONE APP for agents & SUP Virtual Floor Management

Coaching, Barge-In, Chat, Agent Status Change facilities Quick TAT for bespoke apps Less dependency on IT for custom-CRM suite Ready to use CRM for ALMOST all needs

Dynamic CRM delivery capabilities

Plug-in 3rd party systems without compromising core functionalities

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Business Benefits - Key Highlights

Automated Features

Auto agent ready while login & dispose Auto preview call on agent ready if the campaign is started in preview mode Auto Next Preview Call when agent dispose the call Auto Callback basis disposition selection Push preview dial upon configurable time Click to Initiate Single step/Dual step Transfer/Conference on selecting a predefined list, saving the agent time as well as restricting the agent to choose their own way of selection Alert to the agent when he performs below to his predefined AHT. Welcome message to agent to set the target for the day.

Miscellaneous.

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CTI Controls (Agent) - Benefits

Enable / Disable each Telephony control at a Tenant / Campaign / Agent Level Call Transfer

Define Transfer Destinations at a campaign level Force Transfer type (single step / two step / conference) for a transfer destination Ability to perform mode of transfer / conference at will with access restrictions View Other Agents Status of the same group Ability to view his own Agent status Ability to view status of call (Dialling, Ringing, Active..etc) Ability to track who disconnected the call

Status Monitoring

Multi Tenancy support using Single APP No Desktop Level Configurations for Multi Tenanting Data Analytics & BI

Clocking timers to show the time spent on current status Extensive reports across various productivity parameters

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CTI Controls (Agent) - Benefits

Seamless integration for HA Support Define aux reasons at a combination of Tenant / Campaign Levels Convenient Dial Pad support Ability to relate incomplete calls (redials) for transaction management purposes Controlled dialling with DNC checks Ability to drop selected party from conference Ability to define dispositions at a campaign level

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CTI Controls (Supervisor) - Benefits

Status Monitoring

View Agent Status by Group Ability to change Agent Status Ability to perform Barge-in for specific / group calls Ability to perform Coaching for specific / group of agents Force Agent Status Change Productivity Stats by agent Productivity Stats for an agent / applicable Agent groups Seamless Integration with Stat Server for Statistics

Data Analytics & BI

Controlled Agent Status Change based on business needs

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CRM Functionality

Web based app seamlessly integrated with CTI functionality Define data captures at a campaign level Ability to pass data/strings between CRM / CTI Support for Text Box, List Control & Drop Down Control Ability to set properties of the data capture controls Define campaign scripts Define List of Values for a Drop Down / List Control through Stored Procedures Map CTI Fields to CRM controls to auto popup values User controls for Dispositions Exchange data between CTI & CRM apps for events such as Dial, Ring, Dispose, Preview, Disconnect..etc

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Disposition for call classification

Multi level dispositions on tree view Define business treatments Ability to define dispositions at a campaign level Force specific call back type (personal / campaign) against disposition Ability to define auto call back for disposition Define Business treatments basis attempts (disposition / agent attempts) Limit attempts by dispositions Snooze option for call backs Ability to view caller time across time zones My kitty call back disposition

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My Kitty Callback

CRM Managed call backs for potential leads Alerts when call backs mature Ability for the SUP to monitor My Kitty call backs Reassign lapsed My kitty call back Controlled dialling through route points for prefix management

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3rd Party CRM Integration & Scripts

Plug & Play 3rd party CRM Seamless CTI data transfer to CRM & vice versa using defined protocols Plug-in for saving CTI parameters from CRM application for QM / MIS purposes scripts / verbatim based on campaigns Ability to show dynamic scripts based on CTI parameters Support for FAT client and web based CRM applications Flexibility to control CTI actions from CRM (Dial a number from CRM app) Set screen popup URL for CTI events (dial, disconnect, dispose, ring, preview)

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Instant Messaging

Controlled chat with co-workers Set chat profiles for each contact Chat with multiple contacts at the same time on a single window Access control driven from Genesys configuration Ability for the SUP to send messages to all agents of an agent group

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My Statistics

Ability for agents to view their own statistics Allows to configure My Statistics according to customer needs Clocking timers for every state (Active, Call Wrap, Idle, Not Ready) of the agent helps call control Ability for the SUP to monitor agents of his/her group

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DB Integration

A Common DB Layer for all clients / campaigns Tracks Business data captures in a XML Field Records all call attributes for all calls Records all Manual calls and its history Forms the basis for Recording play back system to search customer with CTI and/or Business data

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SMS Integration

Integrates with SMS gateway (e.g. on completion of inbound / outbound call) Reports delivery status of the SMS Enables personalization of messages based on call and business attributes Set Priority for delivery Performs DNC check at a campaign level Extensive information logging for MIS purposes

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Trouble Handler

Extensive exception handling

Enables automated/quick troubleshooting of operational issues, less dependency on IT team. Helps reduce downtime, especially across virtual contact-centre operations
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Personalization

CTI Call Controls

Aux Reasons & Callback Notifiers

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Custom CTI ScreenPop

Campaign Status & Record Handlers

Define Term Codes at a Campaign level

CRM popup basis business process requirements

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User Statistics & Analysis

Customizable User Statistics

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Status Monitoring

Agent Status View with ICONIC representation

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Unified Communications (CHAT)

Messenger for Communication

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Supervisor Cockpit

Supervisory Controls for Agent Status Change Coaching, Barge-In Agent / Agent Group View Agent Statistics

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Road Map

Domain specific ready-to-use CRM deployments Email, Chat interaction management Screen recording CTI integration CTI integration with Avaya, Cisco systems Adapters for off-the-shelf CRM products for integration purposes Compliance to all PCI requirements My Kitty callback integration for inbound abandon calls Preview / Predictive / Progressive mode interoperability

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Representative Client Portfolio

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Questions !!!

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SmartConnect
Orchestrate | Channelise | Unify
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The information herein is for informational purposes only and represents the current view of SmartConnect Technologies, as of the date of this presentation. Because SmartConnect must respond to changing market conditions, it should not be interpreted to be a commitment on the part of SmartConnect, and SmartConnect cannot guarantee the accuracy of any information provided after the date of this presentation. SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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Natarajan M Call: +91.97439 98929 mnatarajan@smartconnectt.com

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