51 MEDIATEL CallCenter

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Media Call Center

Quick Start Guide

With more than twelve years of expertise in the Computer Telephony


Integration field, Mediatel Data Company has demonstrated a commitment
to developing powerful solutions across a variety of business environments,
always looking for a successful long-term business-to-business
relationship.
Our modular, component-building applications based on the state-of-the-
art infrastructure, supporting all industry leading standards, represents a
significant advancement in contact center services.
IP enabled platform allows call center agents located anywhere, to interact
with voice or internet callers – regardless if the origin is a PSTN or IP network.
This unified architecture provides a complete contact center solution.
Media Call Center incorporates all the essential functionality required
by today’s leading contact centers, being a market-leader in terms of
affordability, flexibility and features. With its state-of-the-art infrastructure
and employing a wide range industry leading standards, Media Call Center
represents a comprehensive Computer-Telephony Integration solution for
the media environment.

www.dialogic.ro Contact Center VoIP IVR & Predictive Recording CRM Conferencing
Solutions Scripting Dialers Integration
System Architecture
Media Call Center is based on the latest client-server technology, allowing
multiple users to access records and perform various functions at the same
time.

Server Architecture
The server contains the telephony interfaces (Dialogic boards) and stores all
the information about queues, campaigns, agents and telephony parameters
in a database. The agents’ and supervisor’s computers are connected to
the same network area (LAN) as the server - facilitating real-time data
communication.
Voice communication is ensured by classic telephony lines, Voice over IP
(VoIP) services or by a mixed architecture.

VoIP Cli
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VoIP Ag
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VoIP Ag
ent

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System Architecture
Software Architecture
Media Call Center is a business management software package designed
to allow business to perform the daily activities of managing inbound and
outbound calls in a controlled and intelligent fashion, based on the latest
client-server technology.
It’s written in a 32-bit language using best of breed technology.

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IVR & Scripting. Routing
With the built in IVR functions, waiting in an ACD queue can be reassured
with recorded announcements, music or weather and news channels.
Media Call Center easily manages any type of request, from Intelligent
Call Routing queues to multi-level sales campaigns.

IVR & Scripting


With the built in IVR functions, waiting in an ACD queue can be reassured
with recorded announcements, music or weather and news channels.
Information provided to the customer help minimizing delays and diverts
calls to alternative queues.
The IVR Editor can be used to accomplish all the above functionalities
without requiring programmer or telephony skills.

Play audio files (.wav, .vox) – Fullplay, AmbientPlay, InterruptPlay


Select/Read/Write information to/from database – Insert, Update, Delete,
Select
WebServices integration
TTS (Text to Speech) for amounts and dates in different languages
(Romanian, English, Polish, Ukrainian, Russian, Greek)
Telephony functions (GetDigits, Generate Digits, Dial, Record, Wait,
Connect, Hangup etc.)
String functions, files functions, date/time functions, sockets functions
etc.

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Routing

Routing
The standard routing mechanism used by Mediatel Application is FIFO, but
this mechanism can be changed when using VIP clients option or custom
priorities.
In the Routing table you can define rules based on DNIS (Dialed Number
Identification Service) and ANI (Automatic Number Identification/Caller
Phone Number).

The routing table offers a high level of configurations:


on every route there is the possibility to set the priority 1-99 (higher priority
means stronger route)
on every route you can set maximum simultaneous calls (if there are more
calls than this number the next route is evaluated)
wildcards can be used for DNIS and/or ANI fields (2* - any number starting
with 2, ??? – any number of 3 digits, 1????????? – any number starting
with 1 and with 10 digits etc.)
the possibility to enable/disable the routes
Restriction Times/Route Program (this is the first program that’s evaluted,
another evaluation of the program is made when the call is assigned to a
queue).
Telephony Script/ IVR
Default Queue

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Inbound & Outbound. Recording
Media Call Center enables you to handle any type of inbound call
instantaneously, while providing features unmatched in the contact center
industry for outbound campaigns (including Pre-Dialer, Power Dialer, LCR,
Predictive Dialer)

Inbound
Media Call Center enables you to handle any type of inbound call
instantaneously, integrating all scripting features with inbound calling.
Media Call Center system can also perform:
Automated Call Distribution by assigning incoming calls to an available
agent, thus minimizing customer waiting time.
Three routing algorithms are used for call distribution
1. Skill based – the call will be transferred to an agent with higher skill
than to an agent with a lower skill. The agent skill is set per queue, in
this case an agent can have a higher skill on a queue/queues and a
lower skill on other queue/queues.
2. Talk Time Factor – the call will be transferred to an agent with the
lowest medium talk time from that queue.
3. Available Time Factor (Longest Available Agents) – the call will be
transferred to the agent with the highest available time from the last
call.
Intelligent Skill based routing: alls calls can be routed based on the agents
skills.
Prioritized queues: Priority levels can be applied to incoming calls to ensure
that highest priority calls are answered first.
Recordings. Conversations can be recorded for later retrieval, for agents
training or legal purposes.
IVR: With the built-in IVR functions, customers waiting in an ACD queue can
be reassured with recorded announcements, music or weather and news
channels. Thresholds can also be configured into the system to minimize
delays and divert calls to alternative queues, ensuring that no person waits
too long by connecting callers quickly to the right agent.

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Outbound

Outbound
The Media Call Center application allows contact centers to provide
additional levels of customer service by creating, modifying, running and
reporting on outbound service campaigns using comprehensive software
dialer technology.
This software uses several approaches to predictive dialing, like power,
predictive clerical and IVR dialing algorithms. Also, the application supports
preview dialing (using CRM) and progressive dialing.
Using call analyzing, stacked campaigns, automatically adjusting the volume
of calls to keep the admitted drop ratio, dialing several phone types during
specific programs and personalized calls are only a few of the strong features
of the Media Call Center predictive dialing system. The application harness
customer data from other systems within your company (CRM repositories)
or databases, and then dials outbound calls and connects callers to agents,
according to the campaign type.
This predictive dialing feature improves efficiency by automating dialing
and call progress detection. This way an agent is only required in the most
critical part of the call, when a customer is connected.

The dialing modes supported by Mediatel Call Center application are as


follows:

Preview Mode
The Preview Mode can be implemented using the CRM interface. In Preview
Mode, the agent will view the customer information and manually initiate
the outbound call.
The agents/group of agents can be associated on specific campaigns defined
as preview campaigns.
The preview campaigns can be automatically switched to progressive or
predictive mode.

Progressive Mode
In progressive mode the server will automatically dial customer phone
numbers from the list provided by the supervisor. The supervisor can manually
define the number of calls made by the server for a specific campaign.
If no agent is available the customer can hear voice announcements or it’s
possible to retrieve and to play information from the database based on an
authentication algorithm.
At any time the progressive campaign can be switched to preview mode or
to predictive mode.

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Outbound

Predictive Mode
There are several predictive modes that the Mediatel Application employs:
Power – when power mode is selected the application will call ony when
the agent is in available status.
The supervisor can decide how many customers to call per free agent by
increasing/decreasing the “Volume of calls” parameter from 1 to 10.
The supervisor can choose the “Autopredictive” option, selecting this
option the application will automatically adjust the “Volume of Calls”
parameter without exceeding the “Maximum Drop Ratio” parameter, also
set by the supervisor.
Predictive Clerical - in predictive clerical mode the system will automatically
call clients based on statistics on medium wrap-up time.
Same as in power mode, the Supervisor can decide to manually change
the volume of calls or to use the “autopredictive” option
Predictive IVR – different than Power and Predictive Clerical, the Predictive
IVR mode is used for campaigns without agents.
In Predictive IVR mode, the supervisor can select the volume of calls and
the system will call these numbers no matter if there are available agents.
In Predictive IVR mode the supervisor can select predefined announcements
or custom announcements depending on customer information (debt, date,
sums etc.)

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Recording

Recording
The recording module is fully integrated in the CallCenter system.
It can record inbound, outbound conversations based on the recording rules
defined in the supervisor application. The records are in VOX format (specific
Dialogic format). A minute of recording has approximately 200Kb.

Our Recorder solution provides real-time monitoring and instant playback,


among other features. For listening these files you don’t need a Dialogic
board. A soundboard is all that you need.

The Recording process is starting either on receiving a phone call, dialing


an outbound call or manually, by pressing a key into the client application.
It stops either when the conversation is over or manually, by pressing a key
into the client application.
All the information about the records is stored in the database with
additional information: agent name, agent ID, queue name, queue id, reason
code, caller ID etc. The Supervisor can retrive records based on filters : date,
agent name, queue name, reason code, phone number.
Furthermore, complementary tools have been designed, providing records
tracking, remote monitoring and listening.

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Reports & Monitoring
Updating while you watch, instant assessment of your campaign provides
you a distinct competitive advantage. Real-time monitoring and graphic
reports keep you abreast of contact center activity.

Reports
The application has reporting functionalities for both inbound and outbound
calls with over 147 predefined reports and two report generators for building
custom reports.
The application supports unlimited connections in the reporting module.
Every supervisor can define his/her own reports or save templates of reports
with predefined values.
All the reports can be exported in .xls, .txt, .csv, .htm, .html formats.

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Monitoring

Real-Time Monitoring
Updating while you watch, instant assessment of your campaign provides
you a distinct competitive advantage. Graphic reports keep you abreast of
contact center activity.
With Monitoring you can set alarms on key business metrics like: average
conversation time, average wrap-up time, no of inbound calls, number of
outbound calls, pause duration, login time and many more.
All the real-time reports can be se as historical reports or can be exported
in common formats.

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CRM Integration
Providing out of the box integration is critical for any business using CRM
systems today. Towards that end, MediatelData continues to increase its
integration feature set with third party applications and systems.

CRM Integration
Call Centers are continually striving to reduce the number of applications
that their agents use while serving customers, while also providing easy
access to information that is relevant for a given call.
Considering the diversity of environments where a callcenter may be
deployed, Media Call Center provides a variety of interoperability
models, ranging from embedded web applications to peer-to-peer socket
communication, web services and database-level synchronizing tools.

Embedded Web Application


The CRM Web Application is the most versatile integration solution. Out-
of-the-box, it comes embedded within the agent application (Client.exe);
event sinking between the two application layers is direct, real-time, and bi-
directional, thus providing the agent all the information and decision tools
needed for solving the current case and eliminating counter-productive
actions like switching applications or manual data transfer.
Different web applications may be seamlessly integrated concurrently, for
different campaigns (one application is bound to a set of queues),
At its most basic implementation, the web application is triggered when an
incoming call is received or an outbound call routed to the agent, retrieving
and displaying the information related to current call. From this point
onward, browsing custom datasources or running preview campaigns are
natural, straight-forward tasks, easing agent’s decisions and dramatically
reducing the solving time per case.
Furthermore, the web application can be customized to deal with business-
specific operations - collection, marketing campaigns, ordering, reservations
& ticketing, resource management - and to provide custom reports,
aggregating data from both the call center activity and the client existing
repositories.

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CRM Integration: CRM Kit

Although CRM web solutions are usually custom-tailored to suit one


customer’s specific needs, several generic out-of-the-box CRM-oriented
solutions are optionally provided:

Media Call Center CRM Kit


Mediatel’s CRM KIT is an straight-forward, easy-to-use, web-based tool
designed primarily for call centers running simultaneously independent
predictive campaigns, suitable for both automatic-predictive or manual-
preview modes.
As Media Call Center offers full support for plugging in custom CRM
solutions, the need for a versatile, customizable, business-oriented CRM
system aroused when nowadays call centers with diversified activities
needed to access different data repositories for different campaigns.
The CRM KIT is basically comprised of a collection of data repositories, each
acting as an autonomous CRM system, with its own data structure, tracing
and reporting system.
As a rule, a custom CRM system is set up for each defined campaign.
Designing the data structure, importing external data, binding the
application to one or more call MCC queues and (optionally) attaching a
custom survey are all the steps needed for setting and running a custom
call center campaign.

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CRM Integration: Web Supervisor

Web Supervisor
Mediatel’s Web Supervisor is a different flavour of web application, aimed
primarily to provide remote real-time monitoring and reporting tools for the
call-center supervisors.
The system features an elaborate authentication and user role management
system, which grants for each supervisor the rights to monitor the call center
activity only for specific queues or groups of agents. Moreover, user’s access
to specific application modules can also be restricted.

Out-of-the-box, The Web Supervisor provides the following real-time


monitoring tools:
Recorded Conversations - a flexible report of recorded conversations, for
a specified period of time. A supervisor can refine the list by predefined
criteria, listen or download a specific recording file.
Callstate Monitor - a real-time visualization tool. Tracks the status of the
calls routed on specific queues/ agents.
Queue Monitor - a real-time visualization tool. Provides a list of currently
active queues in the system and their live parameters (service level, free
agents, waiting clients, agents in call, predictive indices etc.)
Agents Monitor - a real-time visualization tool. Tracks the live status of
agents currently active in the system.

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94 Turda St., Bldg. 29B, Bucharest 011321, Romania
phone: +40 21 233 45 33 fax: +40 21 233 46 33

www.dialogic.ro

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