Call Centre Applications - Siemens

Presence-aware Multimedia Contact Center

OpenScape Office Contact Center provides convenient functions for the intelligent distribution of voice calls, faxes and emails, as well as powerful functions for wrapping up calls and for configuring queues and schedules. Integration with OpenScape Office’s presence capabilities improves team visibility and ensures that calls aren’t missed by absent agents.

Queues
Queues are the foundation of every contact center, since they enable calls, faxes and emails to be handled on the basis of priorities and waiting times when all stations (i.e., agents) are busy. Queues can be designed and configured via a graphical user interface. This can be achieved by simply dragging and dropping any of the available agents to generate a queue. Inbound calls, faxes and e-mails are automatically and optimally assigned to the next available agent based on the longest idle time station and  the highest skill level. Faxes and e-mails are distributed to stations with the associated class of service (authorization).

Callbacks
If the expected waiting period in the queue is too long, callers can choose to leave a callback request. Callback requests are sent to agents via myAgent in the form of a voicemail, and the caller’s position in the queue is retained even after they have hung up.

Scheduling
Schedules enable you to specify which queues should be used on which days and at what times. Besides these schedules, you can also define independent holiday schedules and thus design your queues with even more flexibility.

VIP Customer Support
OpenScape Office Contact Center allows you to define VIP customers who can reach agents on a preferential basis. This can be done by simply selecting the customers from the external directory and assigning them a VIP status.

Skills-based Routing
Each agent can be assigned a skill rating on a scale of 1 to 100 that indicates their ability to handle calls within a specific queue. Each agent can have a different skill rating for each queue they belong to: for instance, an agent can have a 95 rating for Sales and a 40 rating for Technical Support. OpenScape Office Contact Center then uses these ratings to intelligently route calls to the most skilled available agent, ensuring that customers always receive the best support available.

Visual Call-Flow Editing
It is possible to easily customize the customer’s experience through the OpenScape Office Contact Center call flow editor. Easily add or move objects such as waiting music, option menus, and voicemail prompts to ensure that the customer experience is efficient, informative, and convenient.

Preferred Agent
You can ensure that particular customers customers enjoy a more consistent experience by assigning them to the same contact person within your Contact Center using the Preferred Agent function. You can easily select the customer from the external directory in OpenScape Office and then assign a specific agent to that customer.

Popups
For all distributed calls, faxes and e-mails, agents can be optionally presented with popup windows in which they can then enter the relevant data for new contacts or edit the prior history of the customer for existing contacts. Consequently, no information on your customers is ever lost. In addition, it also ensures that every agent is always presented with up-to-date information on every caller.

Breaks
You can freely define many different types of breaks for your Contact Center, which your agents can then select and activate as required, ensuring that there are no missed calls when agents are away from their desks.

Wrap-up Codes
"Wrap-up" refers to all the typical activities that need to be performed by agents after they have completed a call. Administrators can define the wrap-up time and also specify whether or not an agent can or must enter one or more wrap-up codes after each call is completed. These wrapup codes can then be evaluated in a report, for example, in order to obtain a quick overview of how many calls, faxes and e-mails were handled in your contact center for a specific product.

Reports
Over twenty-five standard reports are offered in the Contact Center Basic Package. These reports are useful for determining patterns and trends and thus enable you to proactively control and improve the performance of your contact center. Real-time views keep you up-to-date on an ongoing basis and present you with a constant overview of the current workload in your Contact Center.Thresholds and alarms can be defined per queue so that a supervisor can be acoustically or visually informed whenever the defined thresholds are exceeded.Caller ListThe Caller List contains detailed information on all the calls, faxes and e-mails of your Contact Center. The scope of the information displayed here depends on the individual authorization level as an agent, supervisor or administrator.

myAgent is the primary user interface for OpenScape Office Contact Center agents, supervisors and administrators. A wide variety of functions for processing calls, faxes and e-mails are available to the user, depending on his or her authorization level.

The Desktop functions include:

• An intuitive and simple user interface for processing:
• Calls
• Callback requests
• Faxes
• E-mails
• Reportable availability status
• Presentation of real-time statistics
• Instant Messaging
• Display of waiting calls, faxes and emails
• Requests for assistance
• Available agents can be integrated in the call processing flow via telephony functions or with a mouse click.
• Reports
• Display of the availability status of all internal OpenScape Office subscribers
• Access to the caller list
• Live Recording (depending on legal requirements)
• User Level
• Users can be assigned to one of the following user levels
• Agent
• Supervisor
• Administrator
• Technical Data
• Max. Values for Contact
• Center
• Agents: 64
• Groups: 50
• Queues: 50
• Supervisor: 64