Aspect Call Center SW ds - utsi.com.tw

1 Aspect call Center software performs sophisticatedcall processing of both inbound and outbound callsand has the capacity to handle up to 200,000 callsper hour. Whether your contact Center has a fewagents at a single site or thousands at multiple sites,whether you deploy PSTN-based agents, IP-basedagents, or both, Aspect call Center software canenhance efficiency and productivity across all contact Center functions. It offers a fully developedfeature set based on years of feedback from usersand on real conditions in contact centers aroundthe development and managementDeveloping call flows for Aspect call Center iseasy, fast, and flexible. Development tools include: Aspect eBusiness Architect easy-to-use visual development tool enables developers tocreate sophisticated routing scenarios by draggingicons into a workspace and linking them to indicatehow calls will be routed.

2 Freed from the complexand error-prone work of C++ coding, they canput call -routing applications into productionquickly and modify them easily as business con-ditions call CenterSoftwareHIGHLIGHTS An open, industry-standard call -transactionsystem Fully integrated voice response and voicemessaging Real-time data collection and reporting A rich call detail record for sophisticatedanalysis of call Center operations Scalable capacity Flexible, rapid application development Support for PSTN and IP agents on a singleplatformEfficient telephone call routing is one of your primary tools for improving customer satisfaction, reducing operating expenses, gathering market intelli-gence, and increasing revenues. The telephone is still the primary way that customers get in touch with businesses.

3 To foster customer loyalty and repeat business, your call -routing software has to get every customer requestto the right resource, quickly and efficiently. At the same time, cost-effectiveoperations are a must. That s why you need Aspect call Center software aleading edge-solution from a company with nearly two decades of experiencein applying call -routing technology to business needs. CCT versions of call controltables (CCTs) commonly used in contact centersgive you a quick start on setting up call -routingscenarios. Individual CCT load, revert, release. Administratorscan add or delete call -flow steps as required withdrag-and-drop precision. They can load call flowsas a group to maximize productivity or one at atime for rapid adaptation in dynamic and routing featuresPowerful and flexible features enable you to implement sophisticated call -processing include: Network-directed call call Centerenables sophisticated network-directed call delivered from the public network, includ-ing DNIS/DDI and ANI/CLI, can enhance call 7/27/05 4:12 PM Page 2 Conditional call routing can bedynamically altered using call -handling modelsbased on real-time contact Center conditions.

4 Caller-directed call responding toprompts, callers can direct their own calls withoutassistance. No separate IVR system is required. Data-directed call datacan be used to prioritize and to route calls. Estimated wait service levels by proactively routing calls based on projected wait times. Routing can apply arithmeticoperations such as addition, subtraction, multi-plication, and division with variables and functions,such as the number of calls waiting plus thenumber of messages waiting for an agent group. Prioritized priority levels toincoming calls so that your agents answer themost important calls first. Skill Mapping .Calls can be queued for all CSRswith the right skills. Overflow agent group queued for anagent group can overflow and simultaneously queuefor other agent or administrative user groups.

5 Enhance trunk and outgoing calls select trunks from the opposite end of the spectrum. This reduces glare and enhancesintegration with PBXs. IP Network IP NetworkInterQueue software can turn multiple sites intoa single virtual contact Center . You can balanceloads among sites and achieve true simultaneousmultisite queuing. You can also save money byusing the optional Uniphi Connect IP card toqueue and handle both voice and data across theIP network. call -treatment featuresAspect call Center delivers a host of call -treatmentoptions to help reduce abandoned calls: can easily create, modify,and publish announcements in real time. Music on can be played to customerson hold using a source within or outside the con-tact Center . Estimated wait feature allows call centermanagers to announce the estimated wait time in queue when the caller enters the queue, whichhelps set expectations and prevent customer management featuresAspect call Center software includes administra-tion tools that make resource configuration fastand easy.

6 Resources from trunks to agents can beconfigured using an intuitive GUI. Aspect System Management easy-to-use, integrated adminis-trative interface gives direct accessto and centralized control of Aspect call Center resources and features, enabling you to efficientlyand cost-effectively manage hardwareconfigurations, agent group andteam assignments, system functionsand settings, administrative details ofcall routing, and alert the graphical develop-ment interface of Aspect CallCenter software, workflowsare created simply by drag-ging icons from a paletteonto a workspace and linkingthem to depict how calls willbe can beannotated for greater clarity,and completed workflows are loaded directly onto theAspect call Center system to begin processing 7/27/05 4:12 PM Page 3 Real-time the Aspect SystemManagement Suite, supervisors are able to makechanges in real time to combat adverse conditionsand get call Center performance back on track.

7 Remote can remotely recordor edit system greetings, prompts, or announce-ments from any standard touch-tone featuresAspect call Center software also provides a fullyintegrated voice-processing system that includes: Basic from callers can be passedto a host data system, and information from thehost data system can be spoken to callers. Callback messaging. Callers can be given theoption to leave messages that are automaticallyrouted to an agent group for response. Aspect RealTime Server, RealTime Toolkit,and RealTime Data Simulator. These real-time tools enable you to develop custominformation management applications usingreal-time statistics from Aspect call Centersoftware. SNMP is supported,enabling you to view and manage yourAspect Enterprise platforms as nodes onyour network and to monitor Aspect CallCenter status and activity.

8 Flexible security addition to defaultprofiles, Aspect call Center software allowsyou to specify detailed custom security pro-files for each user. call Center is sheltered from virusattacks by network segmentation and restrictedaccess to the server. Aspect also supports the useof industry-standard anti-virus software. Supervisor featuresAspect call Center delivers a set of tools toempower supervisors to manage in real time andto improve agent effectiveness. can monitor agentslocally or remotely from their desks. They canalso randomly monitor by agent group or appli-cation, which is especially effective for achievingan equitable distribution of monitoring sessions. can have agent and team perfor-mance statistics delivered in real time directly to their desktops. These statistics can also be setto thresholds so that substandard performance oradverse conditions stand out and are easily customer loyalty and contain costs with a call -routing solutionbased on twodecades of industry System ManagementSuite programs display resourceinformation in easily viewedand recognized sheets enable systemadministrators to easily modifyresource 7/27/05 4.

9 12 PM Page 4 Support PSTN and IP agents on a hybrid platformThe Uniphi Connect option of call Center givesyou everything you need to take advantage of thecost savings of the IP network and continue torealize a return on your investment in Connect eliminates the need for third-partyIP gateways and hardware with an IP card that actsas a gateway and at the same time enables you toconfigure 32 ports to run the Session InitiationProtocol (SIP). You can connect both PSTN andIP agents to your Aspect call Center , creating amigration path to expanded use of IP Connect also makes multisite networkingmore addition to the IP card, Uniphi Connectincludes an agent desktop that allows you to locateyour agents anywhere there is an IP connection. Turn data into market intelligenceAspect call Center software offers several ways toview and measure the detailed performance ofyour contact Center .

10 You get standard reportingtools for creating custom screens that display real-time contact Center statistics and for distributingcustomized views of these statistics to users any-where on your corporate network. You also getreport templates that can be used as they are orcustomized to fit your requirements. Voice and supervisors can sendand receive messages between personal voicemailboxes. Online audio help and training issimple and effective. AMIS-analog and supervisorscan exchange voice messages with other contactcenters and with your corporate voicemail system. Support for independent voice enhancereliability, you can house the voice subsystemcomponents on an optional application up as your business growsThe robust Aspect Enterprise platform offers suffi-cient capacity to meet your business needs now and in the future.