Compact Contact Center Breakout
CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE
Peter A. Kratzel
IPO Applications Product Manager
Compact Contact Center Market Primer
Contact Centers are DIFFERENT
• Contact Center Sales Cycles are
typically longer than an average
“phone system” sale.
– 30-90 day sales cycles are
common
Market
Overlap
• One of the goals of CCC is to
reduce the sales cycle for our
partners.
• CCC Customers are Generally
of Two Types:
Market
Overlap
– Small Business: New
Experience of a Contact Center
– Medium Businesses: Product
Comparison/RFP
• Opportunity
– Over 600K SMB’s are under 50
employees/agents
<25 Agents
Informal Contact Center
“Standard” Reporting
Requirements
No MultiMedia
<50 Agents
Mixed: Informal & Formal
Real Time Reporting
Historical Reporting by Group/Split
May Have Custom Requirements
Minimal Multimedia
Preview Dialing/Outbound
>50 Agents
Formal Contact Center
Service Agencies
Dedicated Staff
Blended Call Facilities
GOS Calculations are Crucial
Agents: Performance Based Pay
Identifying the Opportunity
How to identify a SMB’s need for Customer Service reporting
• Do They Need To?
– Have more than one person responsible for handling
incoming sales & service calls?
– Keep track of their daily call traffic?
– Know how many of their customers HANG UP before being
served?
If they answered YES, they are a CALL CENTER
• Can They
– Afford to stay in business if they do not know the value of
their customer?
– Compete with much larger competitors without providing
the same level of service?
If NOT, they NEED a customer service solution
Compact Contact Center Value Proposition
• Purpose Built for SME
– Built in cost and management capabilities, minimal
professional services or configuration required
• Manage Resources, Control Costs
– Use built in management tools, easily see when problems
arise in the contact center and provide better management
of agents
• Reduced Total Cost of Ownership
– Fast start-up and low maintenance costs provide a
measurable ROI for small businesses. Scalable from as low
as 5 agents to 75 agents
Compact Contact Center (CCC) Features
Real Time Agent Management
Standard Report Templates
Wallboard Management
PC
Wallboards
Real Time System Management
Custom System Reporting
Real Time Group Management
Real Time Tracking & Analysis
Campaigns/IVR/Queue Management & Recording
Contact Center Positioning
Platform
Market Guidelines
• CBC: Basic Hunt Group
Mgt
• CCC: SME Contact
Center
• Contact Center
Express: Mid-Mkt
Contact Center
• <10 Agents
• CMS/OA: Enterprise
Reporting
• Interaction Center (IC):
Enterprise Level
Contact Center
• 100+ Agents
• 10-50 Agents
• 10-50 Agents
• 40-150 Agents
• 100+ Agents
Alliances Strengthen CCC Offer
Microsoft
• IP Office Customer Management
– Bundled Solution w/ Microsoft Dynamics CRM™
– Small Business Edition targeted at 25 users
– PMPro integration with LCS
HP
• Avaya SMBS Certified HP Servers
– Avaya specific testing
– Hi-Grade servers
– For running SMBS application portfolio
CCC Reporting: The of the Contact Center
CCC: Historical Information Management
Management Ready Reports
Standards Based
Uses Crystal Reports based XML
queries to provide ease of use and
customization
Report Scheduling
Automatic report generation to
printer or file, or send by email
automatically
Integrate with LOB applications
Export reports to Excel, Word, .pdf
for use in customer’s business
database
Customizable
Ability to provide a true professional
services offering to the small
business
Understanding CCC Reporting
• The three key words for reporting on CCC are
Hierarchy, Target and Summary.
• Hierarchy – The highest group number assigned of
which the Call Center agents are members will collect
the reporting information
• Target – The Group or Agent DN will collect all the
reporting information against its own specific number
• Summary – An Overview of information for the
selected variable i.e. System summary
Example of Hierarchy reporting groups
Call Center AGTSR
8999
Call Center 1
8000
Call Center 2
8001
Call Center 3
8002
Understanding Reporting:
Incoming Calls by Target Group
• Report
Provides
– Group %
– Avg. Wait
Time
– Ans. Bins
– PCA
• Target v All
• External
Xfers
Understanding Reports: Hierarchical
Agent Group Tabular Summary
• Report
Provides
– ALL calls
– Highest
Group
– Total Time
Logged in
• A Measure of
Agent
Performance
Creating Custom Reports
w/ Crystal
Basic Report From Scratch
Modifying Existing CCC Report
Questions/Comments
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