Unify OpenScape Business V1 L30250-U622-B577 User Manual
Product codes
L30250-U622-B577
Multimedia Contact Center
Increase Reachability and
Customer Service
Increase Reachability and
Customer Service
Intelligent Call Distribution
The integrated OpenScape Business
Multimedia Contact Center allows you
to improve customer service and
therefore the satisfaction of your cus-
tomers.
Thanks to intelligent distribution of
calls, your customers are quickly and
competently served, and always con-
nected to the suitable employee.
In addition to call distribution, you can
also offer customers e-mail or fax as
methods for making contact. Just like
voice calls, inquiries over these media
are always automatically forwarded to
the right employee. If all employees
are busy, callers can also leave voice
messages so that your employees can
call back. This means no order is lost.
Multimedia Contact Center allows you
to improve customer service and
therefore the satisfaction of your cus-
tomers.
Thanks to intelligent distribution of
calls, your customers are quickly and
competently served, and always con-
nected to the suitable employee.
In addition to call distribution, you can
also offer customers e-mail or fax as
methods for making contact. Just like
voice calls, inquiries over these media
are always automatically forwarded to
the right employee. If all employees
are busy, callers can also leave voice
messages so that your employees can
call back. This means no order is lost.
Flexible Queue Options
For the case when all of your employ-
ees (agents) are talking on the phone,
individual queue options can offer var-
ious options to customers, e. g. individ-
ual announcement or forwarding to
other service groups.
Customers can also shorten their wait-
ing times by leaving a message. Your
employees then call back when there
are less incoming new calls.
ees (agents) are talking on the phone,
individual queue options can offer var-
ious options to customers, e. g. individ-
ual announcement or forwarding to
other service groups.
Customers can also shorten their wait-
ing times by leaving a message. Your
employees then call back when there
are less incoming new calls.
Agent in Multiple Groups
The competence of your employees can
be utilized optimally by also enabling
them in multiple Contact Center
groups. An employee (agent) will then
always firstly receive the calls from the
group you have assigned him as the
highest competence level: e. g. 100% in
"Sales", but only 80% in the "Service"
group. The employee therefore re-
ceives calls for "Sales" as a preference.
be utilized optimally by also enabling
them in multiple Contact Center
groups. An employee (agent) will then
always firstly receive the calls from the
group you have assigned him as the
highest competence level: e. g. 100% in
"Sales", but only 80% in the "Service"
group. The employee therefore re-
ceives calls for "Sales" as a preference.
Wallboard
To keep your employees always up-to-
date on Contact Center utilization, for
instance on how many callers are cur-
rently in the queuing mechanism, de-
tails can be displayed in real time on a
large screen monitor or by a projector.
date on Contact Center utilization, for
instance on how many callers are cur-
rently in the queuing mechanism, de-
tails can be displayed in real time on a
large screen monitor or by a projector.
Caller List
Detailed information on all calls, faxes,
and e-mails made until now can be
found in the caller list of the Contact
Center. Search and sorting functions
support fast retrieval of specific de-
tails.
and e-mails made until now can be
found in the caller list of the Contact
Center. Search and sorting functions
support fast retrieval of specific de-
tails.
Preferred Agent
To improve personal support, the Con-
tact Center can be configured so that a
particular customer is always automati-
cally transferred to his contact person.
tact Center can be configured so that a
particular customer is always automati-
cally transferred to his contact person.
VIP Support
VIP customers can be transferred direct-
ly to free agents without having to wait a
long time in a queuing mechanism. This
ensures that your VIP customers are al-
ways served quickly and no important
order is lost.
ly to free agents without having to wait a
long time in a queuing mechanism. This
ensures that your VIP customers are al-
ways served quickly and no important
order is lost.
Call Number-Dependent Voice
Guidance
Guidance
OpenScape Business can play individ-
ual announcements in response to the
phone number of the caller. If you have
international customers, for instance,
the caller can always be addressed in
his national language making him feel
he has the best possible support.
ual announcements in response to the
phone number of the caller. If you have
international customers, for instance,
the caller can always be addressed in
his national language making him feel
he has the best possible support.
Wrap-Up
OpenScape Business gives your em-
ployees time to take care of wrapping
up their customer calls. The wrap-up
time is individually configurable. Ex-
tended options can be recorded and
subsequently evaluated, for instance
what the caller wanted: Order, infor-
mation, complaint, etc..
ployees time to take care of wrapping
up their customer calls. The wrap-up
time is individually configurable. Ex-
tended options can be recorded and
subsequently evaluated, for instance
what the caller wanted: Order, infor-
mation, complaint, etc..
Authorization Level
Various authorizations can be assigned
for the role of an agent (employee), su-
pervisor (team leader) or administra-
tor depending on the structure of your
Contact Center.
for the role of an agent (employee), su-
pervisor (team leader) or administra-
tor depending on the structure of your
Contact Center.
Administration of the Contact
Center
Center
Depending on the assigned role (au-
thorization level), the user has the ca-
pability of customizing various options
individually and easily:
• Queuing mechanisms
• Schedules
• Breaks
• Wrap-up codes
• Announcements
• External directory
thorization level), the user has the ca-
pability of customizing various options
individually and easily:
• Queuing mechanisms
• Schedules
• Breaks
• Wrap-up codes
• Announcements
• External directory
Contact Center Clients
myAgent
The myAgent client is the interface
with which employees (agents) accept
customer calls according to qualifica-
tions. Thanks to the integrated pres-
ence display, agents can quickly con-
sult further experts because the agent
can immediately see which expert is
free at the moment and can therefore
give him support.
myAgent ensures that your agents al-
ways identify how many callers are still
in the queuing mechanism, and they
can then react appropriately.
Depending on the assigned roles (au-
thorization level), over 20 predefined
reports can be produced, for instance
to see how many calls each agent ac-
cepted.
with which employees (agents) accept
customer calls according to qualifica-
tions. Thanks to the integrated pres-
ence display, agents can quickly con-
sult further experts because the agent
can immediately see which expert is
free at the moment and can therefore
give him support.
myAgent ensures that your agents al-
ways identify how many callers are still
in the queuing mechanism, and they
can then react appropriately.
Depending on the assigned roles (au-
thorization level), over 20 predefined
reports can be produced, for instance
to see how many calls each agent ac-
cepted.