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banking, insurance& capital marketsExpert Customer Service is the Key to SuccessComarch Contact Center
Banking, Insurance and Capital Markets2IntroductionComarch Contact Center is a strategic contact point forintegrating all communication channels with the customer. This covers telephone, including direct communication, voice mail and SMS options, as well as facsimile,email and the Internet. By building strong customer relationships this solution makes a company more competitive. It does this by making communication more efficientand effective and gathering and managing customer information. Comarch Contact Center is a modern, modularplatform that is easy to expand. It supports all forms ofcommunication and provides an automatic IVR (Interactive Voice Response) service along with agent support.Comarch’s solution is based on its own application integrated with, and supported by, the very advanced mechanisms used in the Avaya Contact Center system. Thiscombination of Comarch and Avaya – both leading suppliers in their fields of expertise – in implementing themost demanding contact center systems allows us to offer you a technically advanced solution with functionality that is unique on the market.
Comarch Contact Center3Vital Features It is easy to use and the interface, which is accessiblevia an Internet browser, is adapted to the range oftasks the agent has to perform. It is flexible so that the bank can easily introduce newproducts and services to customers. It supports outbound and inbound calls. It automates customer service. It supports multiple communication channels forcontact with the customer including, telephone, IVR,agent conversations, email and facsimile. Its modular structure means the company can gradually introduce new functionality.COMARCH has a wealth of experience in projects supporting financial service provisioning using direct channelssuch as the Internet or telephone, and it is importantto note that all Comarch’s previous implementations ofthis system have been successful. Comarch solutionshave been proven effective not only at banks, but alsoat brokerage offices, insurance companies and leasingcompanies. One of Comarch’s biggest Comarch Contact Center implementations involved Bank BPH S.A.’sdirect banking center.The core personnel of the Comarch Contact Centerproject group have remained unchanged for six years.The Comarch employees leading Comarch Contact Centerimplementations are some of the most experienced telephone and electronic banking specialists in Poland.Remote agentsCALL CENTERPSTNControl planeserverPABXIVRPDSDistributed Call Center with Remote AgentsCall registrationsystemReportingsystemData base/knowledge base/CRM
Banking, Insurance and Capital MarketsThe Comarch Contact Center System4Basic System ComponentsIVR (Interactive Voice Response)This automates processes and relieves agents whenthe call load is high. The solutions deployed by Comarch Contact Center are based on Web Services architecture which brings the benefits of IP telephony and webapplications and also provides excellent support for thetouch-tone DTMF and ASR-TTS voice applications. TheIVR module may be fully integrated with the call center system and can work with systems using traditional technology and with those based on IP protocol. TheService Oriented Architecture (SOA) means that we canimplement all the latest solutions, such as text-to-speechand voice recognition systems, and also enables additional services to be integrated in the future.Key technologies: Service Oriented Architecture (SOA) – IVR is one of thefirst self-service platforms based on SOA. VoiceXML – IVR has a built-in voice browser compatiblewith VoiceXML 2.0 created for web applications thatprocess voice. Dialog Designer dynamically generatesthe VoiceXML tags while the application is startingup. Voice synthesis and recognition – IVR supports themost important speech recognition, speaker recognition and speech synthesis (TTS) solutions on the marketfrom sources such as Nuance or IBM WebSphere VoiceServer.CALL CENTERJ2EEapplication serverSite ofapplica-tiondesign andproductionPABXPSTNVoice serverVoice serverPortalmanagementSite of application useCall Center with an IVR Module
Comarch Contact CenterCentralized management provides the followingfunctions: User management, including allocation of passwordsaccording to function. System maintenance, including monitoring and managing alarms. System configuration (setting system parameters). Reporting on applications, connections andproductivity.PDS (Predictive Dialing System)This is a system designed to make the work of outboundagents as effective as possible. The hardware solutionsdeployed produce a system speed that is unparalleledand that is better than all systems based on traditional telephone exchanges working with external CTI software. Working in this mode it is possible to manageagent logins across multiple locations and to transfer them from one location to another. The software isWindows compatible and gives managers and administrators complete information about what is happening in the system and how campaigns and agents areprogressing. It also allows them to develop campaignstrategies and plan agent work time.PSTNPSTNPABXInbound connectionsPDSIVRTransferred connectionsCALL CENTERPDS managementCall Center with PDS ModuleCampaign management5
Banking, Insurance and Capital Markets6Call Recording SystemThis system is an excellent addition to a modern contactcenter because it can simultaneously register from 1 to500 channels, regardless of the type of connection orcodec deployed. Modern contact center systems basedon convergent communication platforms force suppliers to develop efficient call recording systems which allow the equipment itself to be located remotely. Unlikesystems which only work with circuit switching, our solution delivers recording for all transmission types orlocations. The encoding of transmissions between therecording system and the telephone or multi-mediagateway provides a very high level of security. It is important to remember that ours is a typical software solution, which means lower implementation costs. Thereis no need for specialized cards or to add more cablingto the server room. Thanks to the use of IP technology,we can record calls anywhere on the network.Depending on the contact center system requirements,there are a number of recording possibilities: Recording of a specific workstation – we record all callsmade by a specified agent, including calls inbound tothat agent’s number. The recording system will not bedetected by any of the signals Conference option. In particular cases, conversationsmay be continuously recorded using the teleconference option from the recording system On-demand recording – during the conversation, theuser can decide to begin recording. This is achieved using a dedicated pushbutton on the system apparatus,or by selecting the appropriate symbol sequence onthe telephone dial On-demand recording by appropriately qualifiedusers; supervisors, for example. Any station may berecordedCALL CENTERPSTNPABXCall Center with the Call Registration ModuleCall registrationsystem
Comarch Contact Center Meeting and conference recording using conferencetelephones Recording is conducted automatically from an externalapplication, such as the CRM system, or in accordancewith a specified set of conditions (a call from onespecified number to another, a call from one specifiednumber, calls at certain times of the day or week).Database searches are conducted intuitively and recordscan be filtered according to internal numbers, city numbers, connections, user ID, duration, and the times atwhich conversations begin and end. Where recordingVoIP we can, in addition, search using IP numbers orlogin. The system itself is managed by a browser. Theinterface’s user-friendly graphics make for efficient system management. There are a number of options available from the administration panel. We can increasefunctionality by buying the appropriate extra licenses;we can configure the type of system response, stipulatewhich stations are to be recorded, check the status ofports and receive system alerts. We can also set an appropriate work schedule for the system.7Location 1Remote agentsLocation 2Gateway 2Gateway 1PSTNControl planeserverPSTNIVRCall Center – OverviewPDSVRCRMCCM
Banking, Insurance and Capital MarketsReporting System and ExchangeA key element in the systems operation is the high efficiency Avaya telecommunications server. Dependingon the customer’s requirements, the system can be designed for five or six, ten or fifteen or a few thousandagents. The system can have a centralized infrastructureor, in complete contrast, occupy a number of locationsand support remote agents working from home.The Avaya S8xxx series servers are easy-to-manage andeasy-to-install solutions. They work to the Linux operating system thus ensuring stability and high efficiency.8Comarch Contact Center has a leading edge integratedanalysis and reporting system with real time monitoring, historical reporting, a customized reporting facility for individual customers, task planning, exceptionalerts, alarm thresholds, administration and configuration, as well as long-term data storage for the needs ofthe contact center.Online Reports for Agent GroupsReports in real time can be updated every 3 seconds andtotaled every 15 minutes. There are over 100 standardhistorical reports, which can be accessed and totaledat time intervals of 15, 30 or 60 minutes, once every day,once every week and monthly. The integrated reportscontain data for stipulated start times over the last 24hours (along with the 24th hour) and also include themoment when the report was generated. Both graphicand text reports are available and standard reports canbe customized. Reports may be generated on demand oraccording to a reporting schedule. Reports may be displayed on a PC, printed from a local or network printer,saved in a file or ex-ported in HTML (Hypertext MarkupLanguage) format.
Comarch Contact CenterAgent InterfaceThe agent interface is the system’s main screen. It isthe first to be displayed after login and can also be accessed directly from any other part of the system. Asvery rigorous functional and ergonomic demands areplaced on a system such as this, the very latest technology fully utilizing the resources offered by Internetbrowsers has been used: Data presentation processed and operated on thebrowser. Data list sorting according to the column selected. Data content formatting. Scroll and drop-down data sections. Highlighting for lines in data columns. Efficient customer and customer group searches. Data presented in context. Fast navigation between sections. Intuitive data presentation with icons, shortcuts andhyperlinks.Customer ProfilesOnce the customer or prospect has been located in thedata bases the user gains access to bookmarks with basic customer data, which will include name, address, IDnumber and sales and financial information, as well asdetails of accounts, segments, earning capacity andpurchasing habits.Agent InterfaceHere are some examples:Personal information for an individual customer Name and surname. Address. Contact details (telephone, email). ID. ID number. ID card number.Customer Profile – Example View9
Banking, Insurance and Capital MarketsSoft Customer DataThe system stores the following extra, updatable information about customers and prospects: Dates of birthdays and other significant dates. Information about a customer’s partner (name,surname, if they are a customer, ID, birthday, place ofwork). Customer’s children (number, dates of birth, sex,names). Customer’s hobby. Data acquired from external analytical modules (habits,earning capacity, risk of losing this customer).Outbound and Inbound CampaignsTelescriptingComarch Contact Center is equipped with a modernmodule for composing inbound and outbound scripted conversations for customer service: Inbound – customer service scripts (greetings andoffering extra services, for example). Outbound – sales, marketing and information gathering campaigns.10During the conversation the agent uses a directory treethat structures dedicated bundles of text prompts. Thescripts may be ordinary text communications, questionnaires for a campaign or for gathering informa-Telescriptingtion, or even forms dedicated to generalized fulfillmentissues.Thanks to the directory tree structure it is possible tobe prepared for an extremely diverse range of conversation and contact scenarios. While a conversation isin progress the system selects the next step in the conversation according to whether questions are answerednegatively or positively. In this way a positive answerto question 4 might mean moving to question 5, whilea negative answer to the same question might meanmoving to question 10.Telescripting – the Email Customer Channel
Comarch Contact CenterThe business administrator will be responsible for designing and modifying the scripts. This can be done fromthe administration section without coding. The conversation automatically appears on the agent’s screen atthe moment the call is made.SMS, EMAILApart from the telephone, which is the basic contactcenter customer communication channel, Co-marchContact Center also uses electronic channels such asemail and SMS. This means that agents can send individual messages to customers as well as operate massmessage distribution for marketing campaigns.Loyalty Programs and CampaignsThe system keeps the user informed about the marketing campaign currently in progress and assesses howeffective it is in relation to the customer: Campaign method. Has the customer responded to the campaign? Duration. Subject.In addition to supporting campaign information, thesystem can carry information on independent or partnership loyalty programs: Loyalty programs the customer joins or participatesin. Basic loyalty program information. Other information (number of points or prizes offered,for example).Campaign ManagementComarch Contact Center supports flexible inbound andoutbound campaign management. The sys-tem can import lists of customers in the target group from internal and external databases. For in-bound and outboundcampaigns the user responsible may: Name the campaign Assign lists of customers to the campaign name Allocate agents and agent groups or teams Assign individual customers to the campaign Designate the campaign leader, who will be responsiblefor its operation and results.Campaign AnalysisThe system uses a variety of indicators to monitor andassess marketing campaigns: Outbound call rate. Inbound call rate. Average call duration. Number of successful contacts.11
Comarch HeadquartersAl. Jana Pawla II 39 a31-864 KrakowPolandphone: 48 12 64 61 000fax: 48 12 64 61 100e-mail: info@comarch.comPoland Krakow, Gdansk,Katowice, Lublin,Lodz, Poznan, Szczecin,Warsaw, WroclawBelgium BrusselsFinland HelsinkiFrance LilleGermany DresdenLithuania VilniusPanama Panama CityRussia MoscowSlovakia BratislavaUAE DubaiUkraine KievUSA Chicago, MiamiComarch Inc.10 W 35th StreetChicago, IL 60616United Statesphone: 1 800 786 4408fax: 1 800 684 5916Comarch Software AGChemnitzer Str. 5001187 DresdenDeutschlandphone: 49 351 438 97 00fax: 49 351 438 97 10e-mail: ch is a leading Central European IT business solutions providerspecializing in forging business relationships that maximize customerprofitability while optimizing business and operational processes. Comarch’sprimary advantage lies in the vast domain of knowledge accumulated inand applied to our software products. These products incorporate highlysophisticated IT solutions for businesses in all vertical sectors. Comarch hasa multinational network of offices employing over 2700 highly-experiencedIT specialists in Europe, the Middle East and the Americas.ComArch Spółka Akcyjna with its registered seat in Kraków at Aleja Jana Pawła II 39A, entered in the National Court Register kept by theDistrict Court for Kraków-Śródmieście in Kraków, the 11th Commercial Division of the National Court Register under no. KRS 000057567.The share capital amounts to 7,960,596.00 zł. The share capital was fully paid, NIP 677 - 00 - 65 - 406Copyright Comarch 2008. All Rights Reserved. No part of this document may be reproduced in any form without the prior written consentof Comarch. Comarch reserves the right to revise this document and to make changes in the content from time to time without notice.Comarch may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarksand service marks of Comarch are the exclusive property of Comarch, and may not be used without permission. All other marks are theproperty of their respective owners.EN-2009.01
Outbound and Inbound Campaigns Telescripting Comarch Contact Center is equipped with a modern module for composing inbound and outbound script-ed conversations for customer service: Inbound - customer service scripts (greetings and offering extra services, for example). Outbound - sales, marketing and information gather-ing campaigns.
