The Next Generation IP Multimedia Contact Center. Unified communications as horizontal enterprise applications, are on the move… expanding… and fast! Their next stop is the contact center. Are you joining in... or will you be a spectator all your life?

1. One Contact v2.4

2. ABOUT
COLLAB
• Founded in 2003 by a team with a solid
experience in the contact center
industry, Collab anticipated a technological
revolution, which was made possible by new
SIP/IP standards.
• Collab is majorly owned by Novabase, the
major IT company in Portugal (2500
employees, 213 million € turn over in 2012)

3. ABOUT US - INTERNATIONAL
• Angola
• Bósnia -
Herzegovina
• Brazil
• Colombia
• DRC
• EUA
• France
• Spain
• South Africa
• Ghana
• Malta
• Mexico
• Mozambique
• Peru
• Portugal
• Kenya
• U.K.
• Sweden
Customers
• Portugal
• Germany
• Angola
• Arab Emirates
• Mozambique
• Spain
• France
• U.K.
Offices
(Nova Base)
• Brasil
• UK
• South Africa
• Angola
• Mozambique
• Tanzania
Partners
+ 30 countries,
including:

4. WHAT’S NEW
ON ONE CONTACT V2.4?
Perform ScaleOptimize

5. NEW INTERACTION CHANNELS:
Click2Call
Click2Chat
Click2Video
Click2Callback
E-MAIL VOICE SKYPE
VIDEO CHAT

6. • Native support to voice and video streams
• High definition voice quality
• Customizable video resolution
(depending on chosen codec)
• Video endpoint can be customer’s web
browser or native iPhone/Android app.
VOICE AND VIDEO

7. SKYPE
• Native Skype
to SIP conversion
• Allows customers using
SKYPE to interact with
OneContact agents
• Inbound and Outbound
from/to SKYPE
• All features
active, including
Recording, Conferencin
g, etc

8. EMAIL AND CHAT
• Native EMAIL and CHAT support
using universal queue
• Knowledge base to help
EMAIL responses
• Multi-session CHAT (v.2.5)
(up to 5 sessions simultaneously)
• Special agent folder
for PENDING interactions
(ex: emails to be responded),
with possible workflow

9. EMAIL AND CHAT

10. Click
2Call
Click
2Chat
Click
2Video
Click
2CallBack

11. FACEBOOK

12. FACEBOOK
Yes, please use this voucher discount for internet customers:
KU64532
I

13. FACEBOOK

14. FACEBOOK

15. TWITTER

16. TWITTER

17. NEW AGENT
INTERFACE, INCLUDING
ONEAGENT “MINI”

18. BUSINESS INTELLIGENCE
BASED REPORTING (OLAP CUBES)
All the relevant data is
consolidated in 15min
intervals or at the end
of the day and it is
ready to use by
business teams.
Reports immediately
available (fully
customizable)

19. OLAP CUBES

20. NEW SUPERVISOR VIEWS

21. BUILT
IN MOBILE
INTERFACE

22. • Intelligent Multimedia Routing
• Built-In Routing Strategies
Most Idle, Most
Available, Cascade
Routing, Last Agent
• Skills based routing with
integrated e-learning engine
• Scripting in Microsoft Visio
INBOUND
CAPABILITIES

23. ONEXML VISIO
Accessible to
everyone
Routing strategies
configured with xml
based scripting
language (OneXML)
Visio based graphical
interface with no need for
programming expertise
SIP-based multimedia
router

24. • Fully integrated Audio and
Screen Recording
• Record on demand or
100%
• Quality Monitoring
integration
• Recording based on
adherence
AUDIO AND SCREEN
RECORDING

25. INTEGRATED QUALITY MONITORING

26. INTEGRATED QUALITY MONITORING
• Built-in quality monitoring ,
with custom evaluation scripts
• Ad-hoc query for recording
searches
• Agent scoring mechanisms
• Calibration of evaluated calls

27. WHAT’S NEW
ON ONE CONTACT V2.4?
Perform ScaleOptimize

28. PREVIEW, POWER
AND PREDICTIVE
DIAL
PREVIEW DIAL
POWER DIAL
PREDICTIVE DIAL

29. COLLAB PREDICTIVE DIALER

30. COLLAB PREDICTIVE DIALER

31. COLLAB PREDICTIVE DIALER

32. COLLAB PREDICTIVE DIALER

33. COLLAB PREDICTIVE DIALER

34. COLLAB PREDICTIVE DIALER

35. COLLAB PREDICTIVE DIALER

36. CUSTOMER HUB
• Customer Interaction Hub (CIH) is a
Multichannel Contact Management
System, that allows creating and
maintaining a clear view of the
profile and history for every client.
• This process is fundamental to
Enterprise Excellency, where we wish
to maintain a unique view for each
customer, regardless of the channel
that is used or time interval between
interactions.
State
Comments
Actions
Issue Interaction Adress Contact
Agent
Service

37. DRASTIC IMPROVEMENT
ON PERFORMANCE

38. WHAT’S NEW
ON ONE CONTACT V2.4?
Perform ScaleOptimize

39. SEVERAL
THOUSAND
AGENTSIN SAME INSTANCE

40. GEOGRAPHICALLY
DISTRIBUTED
ARCHITECTURES
WITH LOCAL
SURVIVAL
MECHANISMS

41. NEAR ZERO DOWNTIMES
Survival Mechanisms
In both premises or hosted based scenarios

42. WORKFORCE MANAGEMENT
• Forecast • Plan • Monitor • Portal

43. COLLAB
OneContact Multimedia
Contact Center
All-In-One Solution
• Reliable
• Scalable
• Full IP
• Geographic Redundance
• Local Survival mechanisms
• Centralized Management
• Multimedia
(voice, video, ema
il, chat, social
networks)
• Recording and
Quality Monitoring
Existing Solution
PBX + ACD
CTI
Quality Monitoring
Recorder
Workforce
Management

44. One Contact v2.4