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Unify OpenScape Business Contact Center

 Multimidea Contact Center

Improves Availability and Customer Service

Unify's OpenScape Business Contact Center is a powerful solution for efficient handling of incoming calls, e-mails and faxes. 

With intelligent, skills-based routing based on a wide range of parameters, you have complete control to ensure that your customers are quickly connected to the most qualified agent.

Using the intuitive management interface, you can create queues, call-flows and announcements for incoming calls, emails and faxes. 

With 26 Call Center Reports, and options to create your own, you have the tools you need to manage your call center's performance. 

 

 myAgent Features

OpenScape Business Contact Center gives you the power to manage your call center pro-actively for faster call response and resolution and improved customer satisfaction. 

myAgent is the interface Call Center agents use to answer calls in their queue. With its integrated presence display, agents can see which staff and management experts are currently available to provide rapid resolution of the customer's enquiry. 

myAgent users with Supervisor or Administrator authorization assign call center staff to queues and set parameters to control the distribution of calls, e-mails and faxes in a queue. 

myAgent also ensures that your agents know how many callers are still in the queue and can thus always respond appropriately. 

More than 26 standard reports can be created, myAgent also handles;

  • Callback function for agents
  • Displaying and changing the agent's status 
  • Displaying and changing the presence status if internal subscribers of the communication system 
  • Real-time presentation of queues
  • Recording of calls, if activated in the communication system
  • Request for assistance 
  • Silent monitoring of calls
  • Overriding calls 
  • Instant Messaging 
  • Integration of the internal directory, external directory and the external offline directory for searches by name
  • Creation of reports based on predefined report templates

 

How myAgent assigns calls 

Primary Agent or Overflow Agent 

Calls are distributed uniformly to primary agents. An overflow agent receives a call only when the number of calls exceeds a defined number or when a call has exceeded a specified wait period. 

Overflow after seconds in the queue

Calls that exceed this waiting period and received by an "Overflow Agent"

Overflow after calls in the queue

Calls that exceed the maximum number are received by an "Overflow Agent" 

Skill Level

Skill level control the distribution of calls to agents in call queues. Agents with higher skill levels are given precedence when calls are distributed. In cases where all agents have the same skill level the longest idle agent receives the call 

Enable agent call-back

Agent call-back enables a caller in the queue to leave a voicemail for agents. As soon as an appropriate agent becomes free, that agent receives a call, hears the voicemail left by the caller, and can then call back that caller. 

Supervisor and Administrator Capabilities

Agents with 'Supervisor" or "Administrator" authorisation can see which agents are assigned to which queues. Agents with "Agent" authorisation level can only see the queues to which they are assigned. Supervisors can manually assign queue position to a call. For example to shift a specific call to the head of the queue. The supervisor can monitor, record ot intrude on an agent conversation to coach or assist that agent with the call.  

 

 

 

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 Contact Center View 

 

OpenScape Business Contact Center is a fully-featured call center solution that enables improved customer satisfaction and higher staff productivity. 

With intelligent distribution of calls, your customers are serced quickly and efficiently and always connected to the appropriate staff. 

You can also give customers the option to contact you by e-mail or fax. Email queries can be routed automatically to the correct staff expert. If staff are busy, callers can also leave voicemails. Your employees can then call them back, so potential orders are not lost and fewer repeat calls come in. 

Flexible Queue Options with the individual queue's options, your customers are forwarded directly to the appropriate group. When all your employees are busy on the phone, an individual announcement can be played to the customer, or the customer can be forwarded to members of another group. 

VIP Service - VIP customers can be forwarded directly to free agents without waiting for extended periods in a queue. This ensures that your VIP customers are served quickly and no important jobs are lost.

Number-Based Voice Prompts- you can play back individual announcements, depending on the caller's number. For example, international customers can hear announcements in their own language or VIP customers can hear announcements specific to their needs. 

Wrap Up - OpenScape Business gives your staff the time to complete follow-up tasks and wrap up customer calls. The wrap-up time is customisable. Advanced options such as the reason for the call, order, information, complaint, etc. can thus be recorded and evaluated later.

Queue position- Callers get information advising them of their position in the queue

Skills-based preferential routing- Makes best possible use of your team member's skills. You rate each staff member's knowledge on the range of required expertise across multiple contact center groups. Each agent will then always first receive calls for the group for which they have the highest level of competence.

Wallboard for Performance and Monitoring - Key Contact Center data such as number of calls currently in a queue can be displayed on a large screen monitor or a projector. This enables your Call Center team to see their performance levels at all times. 

Caller List - Show information on all previously handled calls, faxes and e-mails from your customers. Search and sort functions enable agents to find specific details quickly. 

Announcement of Estimated Wait Time - The OpenScape Business Contact Center offers the possibility to play the estimated Wait Time to callers in the queue.

Login/Logout via Telephone - Agents who are away from their desks can login to the Contact Center via phone.

Routing depending on data in external database - OpenScape Business Contact Center offers call routing depending on data/criterion, which are sorted in an external database. 

Authorisation Level - Different permissions can be assigned for the role of an employee as an agent, a supervisor or an administrator.

Capacity - OpenScape Business Contact Center can cater for contacts centers with up to 192 configured agents, up to 64 agents logged-on at the same time and up to 50 queues/groups. 

Preferred Agent - OpenScape Business Contact Center can be set so that a particular customer is always forwarded automatically to their preferred contact partner. 

Languages - Each agent can select their choice of language individually from 15 languages. 

 


Control your Call Center with myReports

 

OpenScape Business Contact Center gives you real-time insights to manage your call center. myAgent comes with 26 reports as standard, for more detailed reports, designed specifically for your business, you can add a myReport license. 

There are more than 100 predefined report templates for evaluating incoming calls, faxes and e-mails with different filter criteria and display options for managing Call Center staff.

Reports can be output on the screen or printed. 

Scheduled reports can be generated and delivered by e-mail or sorted at a configurable location in the file system. 

myReports offers the following settings: 

 Creation time, Report Interval, Delivery Options, File Format

  

 

Standard myAgent Reports;

  • Percentage of calls received by agents
  • Percentage of calls received by agents
  • Agent performance details 
  • Queue Load per Agent
  • Call List per agent 
  • Average grade of service by agent 
  • Average grade of service by queue
  • Contact Center - Hourly traffic 
  • Contact Center calls 
  • Queue traffic comparison 
  • Answered calls statistics 
  • Contact Center - hourly traffic 
  • Contact Center - hourly traffic by queue 
  • Missed calls per queue
  • Missed calls report
  • Abandoned calls statistics 
  • Abandoned Calls per hour
  • Contact Center summary - all call types 
  • Queue Summary details 
  • Wrap up code usage 
  • Wrap up code usage - all queues 
  • Answered calls - wrap up 
  • Call list open

 

Visual Wallboard

Keep on top of your operations by displaying active telephone statistics in real time on a large display, desktop or mobile device. Live dashboard information is incredibly powerful. It provides instant performance indicators at a glance, allowing managers to react to situations as they happen. You want to know about a high number of lost calls or an unsatisfactory number of sales as it happens, then a visual wallboard will allow you to do just that. 

 

Wallboards can dramatically improve your business by giving a clearer view into KPI's and allowing all employees to have a better understanding of performance, such as;

Transparency - Using a wallboard helps to promote transparency at all levels of an organisation leading the entire business to work and create priorities based on the same targets and goals

Measure performance - Define your own performance objectives and have them monitored automatically and continuously in real-time

Set alarms - Set alarms for unwanted or unexpected events and be informed visibly and by email. For example, when any call waiting to be answered exceeds 30 seconds 

Increase Sales - Set targets for individuals and see progress towards all goals in real-time 

Improve performance - Drive positive change in your business by aiming to meet or exceed performance targets and by reacting quickly to any alarms that have been raised

Share - By sharing both business and external content with your teams, you can keep staff involved and highly motivated to achieve common goals


Control your Call Center with myReports

 

OpenScape Business Contact Center gives you real-time insights to manage your call center. myAgent comes with 26 reports as standard, for more detailed reports, designed specifically for your business, you can add a myReport license. 

There are more than 100 predefined report templates for evaluating incoming calls, faxes and e-mails with different filter criteria and display options for manageing Call Center staff.

Reports can be output on the screen or printed. 

Scheduled reports can be generated and deliered by e-mail or sorted at a configurable location in the file system. 

myReports offers the following settings: 

 Creation time, Report Interval, Delivery Options, File Format

  

 

Standard myAgent Reports;

  • Percentage of calls received by agents
  • Percentage of calls received by agents
  • Agent performance details 
  • Queue Load per Agent
  • Call List per agent 
  • Average grade of service by agent 
  • Average grade of service by queue
  • Contact Center - Hourly traffic 
  • Contact Center calls 
  • Queue traffic comparison 
  • Answered calls statistics 
  • Contact Center - hourly traffic 
  • Contact Center - hourly traffic by queue 
  • Missed calls per queue
  • Missed calls report
  • Abandoned calls satistics 
  • Abandoned Calls per hour
  • Contact Center summary - all call types 
  • Queue Summary details 
  • Wrap up code usage 
  • Wrap up code useage - all queues 
  • Answered calls - wrap up 
  • Call list open

 

Visual Wallboard

Keep on top of your operations by displaying active telephone statistics in real time on a large display, desktop or mobile device. Live dashboard information is incredably powerful. It provides instant performance indicators at a glance, allowing managers to react to situations as they happen. You want to know about a high number of lost calls or an unsatisfactory number of sales as it happens, then a visual wallboard will allow you to do just that.