Hosted Contact Center Services
 Through a combination of contact management, intelligent
routing, and network-to-desktop computer telephony integration
(CTI), the Encompass Hosted Contact Center Service (CCS)
segments customers, monitors resource availability, and delivers
each contact to the most appropriate resource anywhere in
your company. To complete these transactions, the Encompass
CCS profiles each customer using contact-related data such
as dialed number and calling line ID, caller-entered
digits, or information obtained from a customer profile database
lookup. Simultaneously, the Encompass CCS system monitors
the resources available in the contact center to meet your
customer needs, including agent skills and availability,
interactive-voice-response (IVR) status, queue lengths, etc.
Encompass CCS provides centralized
management control over customer contacts, allowing users
to implement a single set of business rules that
uniformly address customer needs independent of resource
location. This combination of customer
and contact center data is processed through user-defined
routing scripts that graphically reflect a company's business
rules - enabling the Encompass CCS to route each contact
to the optimum resource anywhere in your enterprise. Wherever
an agent is based, the system delivers a unique and rich
set of call event and customer profile data to the targeted
desktop as a contact arrives, personalizing service and maximizing
efficiency. Throughout the process, carrier-class, distributed
fault tolerance from the network to the desktop ensures uninterrupted
operation in your contact center.
IVR Integration for Your Company
Empowering your customers once they
reach your company's contact center is another way to improve
overall customer satisfaction and the contact experience
in general, and Encompass CCS “IVR Integration Platform” capabilities
are designed with that in mind. Customers can use commands
to navigate to the correct extension or department, listen
to information about their specific product or service, understand
wait times, and if they like, leave a message. As part of
the Encompass CCS “IVR Integration” helps to empower the
customer and provide them with valuable information they
want in a timely manner.
Encompass CCS can support call queuing,
directing calls to an IVR queue when no appropriately skilled
resource is available. Standard call treatments such as announcements,
play music, or collect digits can be applied to the call
as it is held in queue. When an agent in the targeted skill
group becomes available anywhere in your enterprise, Encompass
CCS directs the IVR platform to connect the call. Queuing
calls in the Encompass CCS IVR platform reduces costly site-to-site
transfers of premises-queued calls when a resource becomes
available at another site, providing for more efficient resource
utilization across the enterprise.
Sample of a voice and data flow
- A caller dials your enterprise toll-free
number to make an account inquiry.
- The network sends a route request — which
contains the dialed number and CLID—to the Encompass CCS
platform.
- The Encompass CCS platform invokes
a customer-defined routing script to select the appropriate
resource and instructs the network to route the call to that
destination. Concurrently, the CCS platform sends all call
data.
- If the call is sent to the CCS IVR
platform, the caller interacts with the system through a
series of voice prompts and touch-tone keypad responses.
One of two scenarios can occur:
- The caller completes the transaction
within the CCS IVR platform. The IVR notifies the Encompass
CCS platform that the call is terminated and transmits relevant
data to the central database of the Encompass CCS system.
- The caller's responses to IVR prompts
indicate that transfer to an agent is required.
- When transfer to an agent is needed,
the Encompass CCS IVR platform transmits a post-route request
containing any CED and IVR transaction data.
- The Encompass CCS platform can perform
a customer-profile database lookup to further refine routing.
- The Encompass CCS platform invokes
a customer-defined routing script, selects the most appropriate
skill for the transfer, and delivers a route destination
to the CCS IVR platform.
- The call is transferred from the
CSS IVR platform to the chosen skill within your enterprise.
- Data collected from the CSS IVR platform
or the customer-profile database can be delivered via screen
pop with call presentation at your agent's desktop.
Encompass CCS Features and
Benefits
Advanced computer telephony
connections that deliver rich CTI data
The
Encompass CCS platform enables companies to deploy a
complete network-to-desktop CTI strategy, including comprehensive
functionality at the agent's workstation. The Encompass
CCS solution delivers a uniquely rich set of data to
business applications, providing enterprise-wide call-event
and customer-profile information to a targeted agent's
desktop. This comprehensive strategy enables the full
utilization of corporate data in support of business
rules and objectives at the point of customer contact.
The Encompass CCS solution provides a uniquely rich data
set to the desktop through advanced computer telephony connections
among the system and Encompass network. Information from
these disparate resources is normalized by the Encompass
CCS platform and then used in triggering integrated desktop
telephony applications such as screen pops and voice and
data transfers. Data elements can include dialed number,
calling line ID (CLID), and customer entered digits (CED
and information extracted from databases. The Encompass CCS
platform routes call-event and call-detail information to
a targeted desktop when and where the contact is delivered.
The Encompass CCS solution enables companies to more effectively
utilize their corporate resources by taking advantage of
information collected from the CCS platform, databases, and
other applications. Encompass CCS sets a new standard for
true enterprise CTI by unifying the network to the desktop — and
across your enterprise — with minimal custom development
or systems integration, enabling your organization to implement
CTI quickly and cost-effectively.
Screen Pop
One of the most important aspects of a CTI implementation is
the ability to provide caller data to the agent's application
at the desktop. This is commonly referred to as a screen
pop. To achieve the screen pop, information about the call
and the caller is gathered from the network and provided
to the Encompass CSS CTI application. This information is
provided along with information from the CCS IVR platform
to the desktop application, which looks up the customer's
information and delivers the appropriate customer record
screen to your agent's PC. A screen pop enables your contact
center agents to handle calls more quickly (agents are not
required to query the customer for basic information), and
to provide better service (customers are not required to
restate information that they may have already provided to
the CSS IVR platform).
Pre-route indications
Database
lookups, particularly data-mining operations in which multiple
records are queried, are time consuming. The Encompass CCS
platform delivers pre-route indications to a desktop, enabling
these database operations to take place before a contact
arrives at a contact center and permitting complex data-mining
results to be delivered before contact arrival. When the
CCS platform returns a route destination to the network,
it simultaneously passes the customer-profile data to the
CSS CTI platform. While the contact is still in the network,
the client delivers appropriate database information to the
agent desktop. As a result, screen pops occur when they are
most useful — on or before the first ring of the agent's
phone.
Choice
at the desktop
Encompass CCS solution
preserves investments made in traditional desktop systems
by easily integrating with existing environments. These
flexible solutions require no intrusive changes to traditional
systems and supports operations of agents working on
a variety of desktops.
Silent
monitoring with Encompass CCS
Silent
monitoring provides a contact center supervisor with
a means to listen in on agent calls in the Encompass
CCS environment. Your supervisors can send silent monitor
requests to agent desktops with or without the agent
being aware of any monitoring activity.
Integrated Reporting Resource
Encompass Contact Center Service, with
assistance from our reporting partner System Management Software
Inc. www.smsi.com, can
combine IVR-specific information with data from other resources
in a single, comprehensive reporting environment. Moreover,
the Encompass CCS IVR integration can provide the contact
center solution with call-detail records for inclusion in
call-by-call reports that track call flow from origination
to termination. Results can be used to refine agent staffing
levels, optimize call-handling procedures, and improve customer
satisfaction.
Learn more about Contact Center Reporting
Summary
The Encompass Contact Center Service is a strategic platform
that enables you to move into the next phase of
customer service. The Encompass Contact Center solution is
a distributed, IP-based customer service infrastructure that
comprises a continuously evolving suite of innovative services
and customer relationship management applications. These
services and applications provide enhanced responsiveness
and streamlined customer exchanges to help your organization
deliver superior customer service. An Encompass Contact Center
solution extends customer service capabilities across the
entire organization, giving your business a more integrated
and collaborative approach to customer satisfaction.
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