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OpenScape Contact Center Agile V8Bringing Customer Satisfaction Within ReachFor many small and medium-sized enterprises, superior customer service isa key competitive differentiator.OpenScape Contact Center Agile V8 isa cost-effective, feature-rich contactcenter solution designed to meet thecustomer service needs of small-tomedium sized enterprises and"informal" call centers up to 100 activeagents. Maximize first-contact resolutionwith unique presence and collaboration tools Improve productivity with intuitive,visual tools for agents and managers Deploy easily, with reduced complexity and modular upgrade optionsMaximizing first-contactresolutionOpenScape Contact Center Agile's intelligent group-based routing ensurescustomers are connected with the bestqualified agent on a contact-by-contact basis, regardless of the contact medium (phone, e-mail, and callbacks).By allowing for blended media interactions, OpenScape Contact Center Agilereduces the need for follow-up calls ore-mails. This increases customer satisfaction and helps decrease the numberof incoming contacts.With integrated multimedia presenceand collaboration tools, OpenScapeContact Center Agile empowers agentsto find and collaborate with supportstaff anywhere in the enterprise.Experts or specialists beyond the contact center can be set up with AssociateDesktops to make themselves accessible should their expertise be requiredto solve customer issues.Optimizing usabilityManager DesktopOpenScape Contact Center Agile provides contact handlers with intuitive,flexible and visual desktop tools tostreamline contact handling and improve productivity.The Manager Desktop includes the following work centers:The unified Manager interface includes all the tools required to operatea world class contact center including aworkflow style contact routing designtool, as well as powerful real-time andhistorical reporting capabilities.Streamlining deploymentAs a highly packaged, modular solution, OpenScape Contact Center Agileenables you to flexibly add featuresand functionality – whenever you areready.A single application base ensuresseamless upgrade options and allowsfor expansion from small to large, fromsimple to sophisticated, and from TDMto IP while protecting your investment.Simplifying contact centermanagementSimplicity is the key for small and medium sized businesses.OpenScape Contact Center Agile provides a truly unified Manager desktop,with a flexible interface and a familiar"Outlook-style" screen layout. Thismeans faster, easier design and configuration with one integrated tool for allmanagement functions.Administration Center is used to define users, groups, and resources. Prebuilt, editable profiles and related permissions simplify user configurations.User templates and import functionality streamline the creation of new users.Users may be assigned to a singlegroup or to multiple groups for moresophisticated contact handling strategies.Broadcast Center allows messageviews and real-time statistics for allmedia to be filtered and displayed onwallboards, client-connected plasmadisplays or streamed to agent desktops.It offers a point-and-click interface todefine rules, thresholds and display parameters.

Design Center provides configurable,reusable components for use in intelligent groups-based routing flows andqueue processing strategies for voiceand e-mail interactions. All incomingvoice and e-mail contacts are analyzed,categorized and routed according tothese flows.Design Editor, a visual, workflow-styletool, automatically checks and validates your routing strategies as youcreate them.Call Director is OpenScape ContactCenter Agile's integrated IVR that enables you to create intelligent "frontend" call processing flows using DesignCenter’s drag-and-drop interface.It offers interactive components suchas: Auto-attendant and call menuprompting Caller input digit collections Intelligent messages while in queue Read/write access to external databases Dynamic, multi-format "Numbersto-Speech" playback Custom functions to execute virtually any routine or external applicationCall Director offers basic self-serviceand interactive front-ending of incoming calls, often eliminating the need fora complicated and costly IVR integration.The ability to read from and write toexternal databases simplifies customerdata-directed routing and the recording of newly captured customer information via ODBC.Conditional routing based on real-timemetrics like current service level oraverage wait time is as easy to design asschedules for after-hours routing.The pre-built Microsoft DynamicsCRM integration uses data like callerphone number or collected digits (e. g.customer number) to provide screenpops of customer data within theMicrosoft CRM desktop. It is fully integrated into the Design Center workflows, and does not require specializedservices.Report Center is built on a powerfulreporting engine that allows you to define and view a virtually unlimitednumber of graphical and tabular reports for all media. Customizing reports in this flexible interface is easy,and does not require an external report writer.Report Center provides insight intoyour contact center operations. It improves monitoring capabilities andhelps you make more effective decisions. Managers have the ability toproactively spot patterns and respond– before they become problems.Real-time and cumulative reportingReal-time and cumulative views are refreshed continuously. They presentkey information such as agent utilization, service levels, abandon rates andaverage handling time for voice ande-mail interactions.Thresholds and alerts are easily defined and provide audio and visual notification to the manager when definable operating metrics are exceeded.A built-in analytic model uses statistical data to predict trends and contactvolumes in real-time. This helps improve decision making with regards tostaffing resources or contact routing.Activity logsDetailed, searchable activity logs enable managers to examine the step-bystep progression of any customer contact. Managers can also review the detailed activities of an agent throughoutthe day, for all media. This is useful foruser training and follow-up activitiesfor contact auditing.Historical reportingComprehensive graphical and tabularhistorical reports can be quickly created by just pointing and clicking to select data elements and customized report parameters.The report output can be scheduled,viewed on-demand, printed, or exported to formats like Excel, HTML, PDF, ortext.Design Center – Design EditorReport Center – Real-time Viewer

Agent DesktopVoice and callback handlingPresence and collaboration toolsThe media-blended Agent Desktopprovides tools and information forhandling voice and e-mail interactionsmore efficiently while enhancing customer service quality.A full set of telephony controls andtools streamline the handling of incoming calls as well as agent and customer-initiated callback interactions –from the phone or the web.Desktop features include:The Create Callback component allowsthe manager to use collected data tocreate a new callback contact as part ofthe overall workflow processing of thecontact.To further help drive first contact resolution and responsiveness, agents canuse the expanded Team List and TeamBar features to view real-time presenceand availability states of their peers,managers or even experts outside thecontact center. Users can add up to 100members to their Team List and up to25 contacts on to their Team Bar. Detailed multimedia presence information empowers agents to easily find theright person to collaborate with forvoice and e-mail contacts. An intuitive, unified interface for handling voice, e-mail and callback interactions Unique presence and collaborationtools that drive first contact resolution Convenient "tear off and park" screenelements and toolbars Streaming real-time statistics and personal performance data A visual "Contacts Waiting Indicator"for incoming calls, e-mails and callbacksSynchronized with the arrival of eachinteraction at the desktop, the agentreceives customer data and contact details right within their Agent Desktopapplication.In addition, an interface to 3rd party orin-house CRM systems can be used toautomate customer file retrieval fordisplay on the agent's screen.Available users can be included in acall by transferring, consulting or conferencing with just a mouse click. Availability status and wrap-up reasons, which can be reported on An "Icon Mode" display option to reduce screen footprint to a system trayicon Fully configurable "Hot Key" supportAgent DesktopTeam BarAgent Desktop: incoming e-mail contact

E-mail handlingThe Agent Desktop offers tools for efficiently handling incoming and agentinitiated e-mail interactions in bothText and HTML format. It provides ascreen-pop window for incominge-mail contacts. Internal and externale-mail forwarding and consultationenhance responsiveness and expediteresolutionBy initiating new e-mails, agents canproactively reach out to customers. Fordetermining the success of e-mailcampaigns or reactivation of customerrelationships, agent initiated e-mailsand related replies can be tracked andreported on.Information e-mailed to a customer isstored in the database so agents cansee responses made to the customerthus reducing the need for follow-upactivities by the agent.The e-mail history tool allows the useof various search criteria to track theprogress of interactions and searchwithin existing e-mail threads. This enables agents and managers to establisha sequence of interactions leading to asatisfactory resolution.General features Intelligent group-based routing forvoice, e-mail and callback contacts Available routing, call and queueprocessing components include:Time of day / day of week schedules,Caller and e-mail source/destinationdecisions,Performance level decisions,Data directed routing,Custom functions to execute virtually any external application,Enqueue for last agent Integrated database Wallboard support CTI (CSTA) integration Multiple language support (English,French, German, Italian, Portuguese,Spanish) Supports TDM, IP, and hybrid TDM /IP environments and end user devices and clientsManager Desktop Administer users, groups, queues,and devices Multiple user import capability, assign user templates Design of routing strategies andqueue processing for voice ande-mail contactsUnavailableAvailable Graphical real-time and historicalmonitoring and reporting, alertsand notifications Rules-based streaming broadcastcapabilities for wallboards, clientdesktops or client-connected plasma displaysTalking Telephony platform synchronization and related capabilitiesProcessing E-mailWorkingLogged OffGet Agile - the most powerful yetsimplified contact center solutionA cost-effective, all -in-onesolutionSimple to install,manage, and useFlexible deployment supporting TDM, IP, or TDM/IPHybrid environmentsDeploy individual IP agentsregardless of physical locationSeamlessly migrate toOpenScape Contact CenterEnterprise for added featuresand functionality