Unify OpenScape Contact Center Enterprise - Sark Unitech Private Limited

Remote OpenScapeContact CenterManager supportLoC Integrated recordingOpenScape Contact Center Manager hasbeen tested with Windows Server 2016"RemoteApp" so contact center managerscan work remotely. It enables the OpenScape Contact Center manager application appear to run on the user's desktop likea local application even though it ishosted/run on the virtualized machine atthe remote locationThis complements the overall OpenScapeContact Center strategy to support re-moteworker so all contact center users can workremotely and securely.Supervisor Lite dsFigure 6: OSCC Analytics (LoC) Integrated RecordingOpenScape ContactCenter Analytics (poweredby Softcom) enhancementWith OSCC V10 R2, CMS recordingsare now integrated in OSCC AnalyticsLife of Call (powered by Softcom) somanagers and supervisors can now: Listen to recording directly fromcus-tomer journey trace Enhanced supervisor insights ofagent contact handling for qualitychecks and training exercisesAlso new Supervisor Lite (entry-level analytics) is now included in sales tools. Pared-down version of the fullsupervi-sor productFigure 7: OSCC Analytis (LoC) Product Suitehalf, and help extend their self-serviceop-tions.Note: The full OSCC Analytics (SoftcomThe OpenScape Contact Center virtualagent /chatbot solution released sinceOSCC V9 R3 provides support for textbased conversational communication viaemail, web chat and social media communication with native support for Google'sDialogflow enabling Artificial Intelligence(AI) and Natural Language Processing. Thesolution includes Virtual Agent REST APIwhich allows integrating the Virtual Agentwith other AI/NLP provider.suite) is now added to our sales tools.Benefits include:Reporting options add to existingcompre-hensive reporting capabilitiesthrough graphical visualizations, suchas the heat map. Reducing average handling timesas the chatbot handles routinerepetitive conversations with abilityto transfer to live agent if needed.Support for Chat Bots Driving new revenue throughimproved online sales conversion;The Chat Bot (or Virtual Agent) is able tounderstand what a customer types, discern their intent, respond in a conversational manner, act on the customer's be- Leverage expanded Artificial Intelligence capabilities with integration tomultiple vendors via the Chat BotAPI in-terface. Includes pre-made KPIs anddashboard of most important stats Easily customizable Set alerts, receive SMS and emailnotifi-cationsA 30-day free evaluation license ofSuper-visor Lite is included with anOSCC V10 R2 system.4Trusted partner of your Digital JourneyOSCC supports more than one Artificial Intelligence profile per OSCC tenant. This allows chatbots to handle multiple areas ofinterest. For example, a profile can be configured to handle requests related to language (e.g. German or English) or could beused to assign chatbots to handle re-questsbased on a company's depart-ments (e.g.sales, helpdesk or returns)REST SDKThe SDK ecosystem is enhanced withre-lease of REST SDK capability.Previous SDK interfaces (based on COMmethod) will continue to be available.This new REST interfaces will expandOpenScape Contact Center capability tosupport cur-rent and future SDKintegration methods and expose OSCCfunctionality to custom applications.The REST SDK released with OSCC V10in-cludes support for Voice (includingEvents), Callback, Web Collaboration, Social Media, Agent Presence, Call, Agent,Routing Controls and Real Time Statistics.Support for Email and other business pro-

cess media functionality will bedelivered in future releases.Enable Bulk Changesof Agents' SkillsCurrently managers edit each individualagent's skills to allow them handle changing business requirements; for example,during a shift change. For organizationswith large number of agents this repetitivechange becomes time consuming, errorprone and inefficientManagers can now implement bulkchanges to agent skill sets, helping toim-prove reaction time and processingeffi-ciency with the ability to:Figure 8: Multiple virtual Agent Profiles per tenant Edit skills, skill level and preferencesfor multiple agents at one time Export to CSV and reimport withchang-es, if needed.Unified Communication(UC)/Contact Center(CC) co-existence alsowith OpenScape 4000switch platformThis feature enables agents to work withboth OSCC and UC applications on theOpenScape Voice and now with theOpen-Scape 4000 switch on the sameswitch extension. The agent is able tohandle con-tact center contacts while theUC applica-tion is not in use and thenswitch to UC when OSCC is not in use.This will enable the use of the preferreddevice feature, which allows agents touse other telepho-ny end devices (forexample their mobile phone or homephone) as their contact center phones.Figure 9: Assigning Virtual Agents to a profileImprovedCommunicationFeaturesInternal Chat betweenAgents and SupervisorsChat between agents and supervisorscan improve agent effectiveness byallowing agents to communicate withboth peers and supervisors. Availablein the Web Agent and Agent Portalclient, this feature makes it easy to findand initiate chat ses-sions using thespeed or team lists capabil-ity.The supervisor or manager can managethe use of this feature by enabling or disabling permissions in their configurationFigure 10: Bulk Skill changes for AgentsOpenScape Contact Center Enterprise V10 R25

menu on the OSCC manager client. Thischat feature is available even if thecontact center is not licensed for webcollabora-tion. An agent can initiate aninternal chat with another agent, even ifthe peer is en-gaged on other calls.“Is Typing”The web collaboration feature "Is typing"has been implemented to improve thecontact handling experience between thecontact and the agent.Figure 11: UC/CC co-existence (showing preferred device option)Currently when the agent is chatting withthe customer via the Web Collaborationmedia in OpenScape Contact Center, thereis no way of knowing if the other side istyping a new message. While chatting witha customer, an agent will now be in-formedthat the customer is typing. Con-versely,the customer will now be in-formed that theagent is typing. This gives a more naturalconversation experience and improvescustomer satisfaction.Open Media FrameworkThe Open Media Framework is designed tointegrate media types beyond the stan-dardmedia available with earlier versions ofOpenScape Contact Center. In earlierOSCC releases, customers were limited topre-defined media types such as Voice,Callback, Email and Web Collaboration.Customers are now demanding featuresthat allow integration of other types of media. Since the OSCC V9 R1, Open MediaFramework has enabled the use of otherapplications like Twitter, Circuit or businesssolutions (e.g. work ticket systems). The library of licensable preconfigured-connections will continually be added to theframework with subsequent releases.The Open Media Framework is built on themulti-platform capability of the Open-ScapeContact Center. It is seamlessly inte-gratedwith our multi-channel capabilities, such asuniversal queue, routing, viewing, andreporting, which ensures a consistentcustomer experience across all media. Implementation of an optional 3rd party application for monitoring, filtering, senti-mentanalysis and aggregation will be sup-portedvia Atos/ Customer Services integrators.Access to this framework is en-abled viaOpen Media user and Open Me-diaConnector licenses.6Trusted partner of your Digital JourneyFigure 12: The “Is typing” feature when using Web CollaborationFigure 13: Open Media connector selection

Social Media IntegrationSupport for social media is built intothe Open Media Framework, whichcontains an 'out of box' function forFacebook, Twit-ter and WhatsAppThis feature is designed to deliver anomni-channel experience ensuringseamless universal queuemanagement, routing and reportingContact centers will be able to: Message the customer's Facebookac-count - both through directmessage and on timeline; Respond to Twitter and WhatsAppmes-sages Manage real-time distribution (or routing) of these messages to the contactcenter universal queues - the sameas with any other OSCC media typeFigure 14: Open Media Framework Architecture Increase agents' effectiveness as thesesocial media contacts are supported bythe OpenScape Contact Center MultiContact-Handling (MCH) capability Include as part of overall integrated reporting - a tight integration of this mediatype enables seamless reporting, whichleads to increased customer satisfac-tionand business value.Mobility - Mobile andWeb SupervisorThe OpenScape Contact Center Supervisor empowers the remote worker withflexibility and mobility on their Apple orAndroid devices or on a web browser.The supervisor can get information abouttheir contact center via a dashboard viewthat provides a summary of contactcenter sta-tus, agent and queue view foragent and queue details respectively.Figure 17: Manager Web login screenFigure 15: Agent Portal Web selecting Circuit and Twitter mediaThe agent view provides the followingfea-tures: List of logged-on and logged-off agents; View agent status; View real-time agent status data; View agent details; Change an agent's routing state; Change groups /skills for agent.The queue view providesinformation about: List of monitored queues; Real-time queue performance details; Service level status by colored icons.The Web Supervisor extends the supervisor's mobility and access options, providing same features available on the MobileSupervisor App on an internet browser.Figure 16: Mobile Supervisor Agents viewNote: The Web Supervisor is currently supported only on Google Chrome browser.OpenScape Contact Center Enterprise V10 R27

Contact CenterManagementThe OpenScape Contact Center management is provided by the Manager Desktopand a new Manager Web.The new Manager Web provides a brows-erbased interface used for configuring vir-tualAgents and the Artificial Intelligenceenvironment. It is the first step to eventual-lymove all contact center management fromthe previous Manager desktop to a browserbased interface.The OpenScape Contact Center Enterprise Manager desktop provides a unifiedand easy-to-use interface for mostcontact center management tasks. It is ahighly vi-sual and easily customizableconsole, which is organized into 'workcenters' ded-icated to key contact centermanagement tasks, including: Administering users and resources;Figure 17: Web Supervisor dashboard view Designing intelligent multi-channel,multi-site routing strategies andqueue processing flows; Defining and viewing real-timemonitor-ing and historical reportingacross all channels; Creating wallboard views andstream-ing 'ticker tape' content foragents' desk-tops.For multi-tenant environments, theEnter-prise Manager is configurablefor each tenant sharing the system.Administration CenterThe Administration Center is a convenientinterface for the administration of contactcenter users, user profiles, skills, and virtualgroups. Reason codes for work and availability are also configured here. This is currently only available on the OpenScapeContact Center Manager and not yet in theWeb Manager.Figure 18: Manager Web login screenUsing a simple point and click system,managers can assign highly flexible, permission-based profiles to users based ontheir different roles and functions in thecontact center. These profiles can also determine which combination of channelseach agent can handle, for example: voice,email, Web, outbound, callback. User templates and optional bulk uploads for multiple users can streamline the managementof larger contact centers.Skills, skill-proficiency levels, and skill preferences can be individually assigned tospecific agents. By defining different skilllevels to each agent, managers can ensurethey maximize the use of the agent's qualifications. Skill-preference levels may reflect user preferences in contact handling,8Trusted partner of your Digital JourneyFigure 19: Manager Web configuration options

thereby improving agent satisfaction.Al-ternatively, they can be used toaccount for a supervisor's preferencefor the agent to handle a certain typeof contact to fulfill training objectives.Design CenterThe Design Center gives managers avisu-al, workflow-style tool, called theDesign Editor for defining routingstrategies and queue-processing flowsfor voice, email, OpenMedia and Webinteractions. To streamline this process,it offers a library of configurable, andreusable, routing and queue processingcomponents. Manag-ers can then createand edit the flows us-ing a drag-and-dropinterface, where strat-egies areautomatically checked and vali-dated forcompleteness as they are created. Custom components to execute virtually any routine or external application; The Create Callback function allows themanager user to use collected data tocreate a callback as part of the overallworkflow processing of the contact; E-mail category decisions based oncontent analysis of the address,thread ID, subject line or body textof incoming e-mails; E-mail auto-acknowledgement, autore-sponse and auto-suggestion; Automatic web page and textmessage push for webcollaboration interac-tions. OpenMedia category decisionsbased on content analysis of thebody text of incoming social mediaposts/messag-es;The Design Center offerscomponents that can be used inmulti-channel flows, such as: OpenMedia auto-acknowledgement,auto-response and auto-suggestion. Time of day /day of week schedules;OpenScape Contact CenterCall Director Source /destination routing decisions; Compound multi-site routing criteria; Performance level routing decisions; Data directed routing decisions; Read /write access to externaldatabas-es;The OpenScape Contact Center Enterprise provides a fully integrated Interac-tiveVoice Response (IVR) system, from a CallDirector to front-end incoming voicecontacts. The Call Director gathers callerCustomer calls to find outChooses the optionabout the repair status of to request repair statustheir car in the dealership for their car from menupromptCustomer inputsconfirmation number ofrepair orderrequirements by prompting callerswith interactive navigation menus.Note: In OSCC V9, the OpenScape Contact Center Call Director is the systemused for controlling and designing thevoice responses. It is managed using theOpenScape Contact Center Manager client application. The Contact Media Service (CMS) is the replacement of the CallDirector SIP Service (CDSS) andprovides voice processing responses forthe sys-tem. It is installed on a differentmachine and has its own user interfacefor configu-ration.The OpenScape Contact Center Call Director is a fully integrated self-service andtransactional call processing platform.Managers can use the Design Center'sconvenient drag-and-drop interface to integrate the following components intorouting and queue processing flows: Auto-attendant with navigationmenu prompts; Caller input digit collection; Messages and greetings; Estimated wait time or positionin queue messages; Dynamic, multi-format 'numbersto-speech' playback.Determine repair status Playback message to thebased on confirmation customer indicating thenumber through externalrepair status externaldatabase lookupdatabase lookupFigure 20: The Design Center with Call Director – a simple self-service scenarioCustomer callsto stop newspaperdelivery for vacationperiodCustomer inputshome phonenumberOption presented tostop newspaper deliveryCustomer inputs response to selectmonth/day for stop/restart deliveryNumbers to speech Responses are writplayback often to externalcustomer selection database indicateto confirmcustomer s requested deliverystop/restart datesFigure 21: Design Center with Call Director – a simple transactional IVR scenarioMulti-channel Skillsbased RoutingThe OpenScape Contact Center Enterprise is built on a patented, industry-leading skills-based routing engine that ensures incoming contacts are matched withthe best qualified agent on a contact-by-contact basis. Skills-based routing enables your managers to optimize the use ofyour most valuable contact center resource: your agents. By providing the optimal balance between skill requirementsand service levels for each contact, contact center performance targets can bemet or even exceeded. Recent improvements now support reservation of a minimum number of multi-skilled agents forcritical contacts which is an important requirement for emergency services.With the OpenScape Contact Center Enterprise Skills-based routing option, multi-OpenScape Contact Center Enterprise V10 R29

channel customer interactions are managed and routed through a unifiedqueue. Voice, email, web, social media,outbound contacts, and callback, as wellas any other text or non text-basedmedia channel, are intelligently routed toblended agents, which can givemanagers fully integrated reporting.Regardless of channel, the OpenScapeContact Center Enterprise automaticallyidentifies a virtual group of agents whoare fully qualified to handle the contact.Having gathered the requirements forthe media channel (for example: voice,email, social media or any supportedmedia), via an interaction through yourrouting strate-gy, the skills-basedrouting engine match-es each contactto the best available agent.To ensure consistent service levels,the vir-tual group readjusts, dependingon the contact queuing time, or as thereal-time performance of the contactcenter dic-tates.To meet service level targets, even duringtimes of higher-than-usual incoming traf-fic,the Performance Routing feature can speedup the pace at which the virtual group isredefined. When the definable real-timeperformance thresholds are met, the queuesteps are automatically acceler-ated, so thatmore agents become eligible faster tohandle the waiting contacts.Managers and administrators can optimize this routing depending on whichcri-teria they judge the most importantfor in-teraction handling in their contactcenter environment.Using predefined skill-scoring schemes,an intuitive interface permits the finetuning of the routing paradigm by biasingthe weighting of specific parameters (forex-ample: time), choosing either byqueue or agent skill preference, whichwill then influ-ence the routing process.Multi-tenancyThe OpenScape Contact Center Enter-prisemulti-tenancy function allows you to createseparate business units within yourenterprise to securely and independentlyco-exist on a single contact center system.This tenant self-administration system enables each individual 'business unit' tomanage its own contact center.Multi-tenancy is the ideal configuration formanaged service providers, outsourcersand distributed multi-business unit enterprises that want the cost savings and increased control of consolidating their callcenters in one convenient virtual contactcenter platform.Multi-site routing strategies are fullyinte-grated into the Design Center,providing flexible compound criteriasuch as sched-ules, service levels, andresource availabili-ty, as the basis formulti-site call distribu-tion.10Trusted partner of your Digital JourneyReal-time thresholds and alerts are easy todefine, and are able to provide audio andvisual notifications to a manager when definable operating metrics are exceeded.Activity LogsDetailed, searchable activity logs (seefig-ure 19) allow managers to examinethe step-by-step progression of anycustomer contact, or review thedetailed activities of an agent for allchannels throughout the day.ReportingThe OpenScape Contact Center Enterprise provides reporting via the OpenScape Contact Center Analytics, including‘Duration of Call’ reporting (powered bySoftcom) by the Report Center in theOpenScape Contact Center Manager.Manager Report CenterThe Manager Report Center runs on acus-tomizable, visual reporting enginewhich can display a virtually unlimitednumber of real-time, cumulative andhistorical reports for all channels. Theflexible interface makes tailoring specificreports or formats easy, without the needfor an external re-port writer. The ReportCenter can provide insight into yourcontact center opera-tions, allowing forbetter operational moni-toring, moreeffective decision making, and the abilityto proactively spot patterns and respond,before problematic issues arise.Multi-site NetworkingThe OpenScape Contact CenterEnter-prise offers optional multi-sitenetworking to optimize skills-basedrouting and

OpenScape Contact Center Enterprise's modularity and support for both tradition-al and IP-telephony, including SIP, provide investment protection and accelerated ROI. Whether the contact center is central-ized, or users are distributed across di-verse locations, departments or functions, OpenScape Contact Center Enterprise is