Call Center Suite for EricssonLG

1. WHAT IS
iPECS CCS
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 1

2. Overview
› Ericsson-LG branded Contact Center Suite which is fully integrated
to iPECS systems (CM/LIK) and optimized to SMB market
› Comprehensive all-in-one solution (Single Vender Solution) IPKTS CCS Q
MFIM
› TAPI-Based Multi-Channel (voice, e-mail, fax, web chat, SNS, LGTSP
SMS) CC Solution VOIM SIP HMP
› 3rd Party Integration (Server to Server)
› LG-TSP is required for message interface with iPECS systems PRIM
› SIP Interface for Voice Announcement
› Flexible Installation and Protect Investment based on Modular
SW Architecture
› Allow to setup CEBP with well-known CRM integration and API for
3rd back office application integration
› User friendly Agent Application (Messenger like GUI, Drag & Drop
operation, Presence, Chatting among agents)
• CCS Q - Multi-Channel Inbound CC
• CCS Desk - CC Client
• CCS Report - CC status monitoring and reporting
• CCS Call - Multi-Channel Outbound CC
• CCS IVR - Interactive Voice Response
• CCS Record - Voice Recording
• CCS SNS - Social Network Gateway
• CCS SMS - SMS Server
• CCS Chat - Web chat client
Commercial in confidence | © Ericsson-LG Co., Ltd. 2012 | 2012-10-08 | Page 2

3. components
› iPECS CCS consists of basic packages
and modularized options for special Basic Package
functions.
– Basic package
› CCS Q: Multi-media Inbound CC
› CCS Desk: Agent’s Client Software
› CCS Report : Monitoring and report
– Optional modules
› CCS Call – Multi-Media Outbound CC
› CCS Chat – Web chat & IM clients
› CCS social – Social Networking with
Twitter and Facebook
› CCS IVR – Interactive Voice Response
› CCS Record – Voice Recording
Optional Modules
› CCS SMS – SMS Server
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 3

4. Reference Configuration
CCS Q
Call Back in Q
Dash Board CCS Call
iPECS LIK/CM Desktop Report CCS Web Chat
Web Callback
BRI/PRI CCS Report CCS Facebook
PSTN Trunk Server
CCS Twitter
USB 2.0 CCS E-Mail
CCS IVR CCS Desk CCS Fax
CCS Record Server Server
CCS VM
Server
CCS SMS
2 x LAN MS-SQL
IP SIP Trunk
Microsoft CRM FAX
SQL Server* Server*
Server*
Phone CCS Desk Client Phone CCS Desk Manager
* Provided by customers
CC Agent CC Supervisor
Agent/Supervisor Phone : SLT/LDP/LIP
Commercial in confidence | © Ericsson-LG Co., Ltd. 2012 | 2012-10-08 | Page 4

5. Ipecs ccs Q
› The core of affordable full IP Contact Center Suite
for professional customer service and inbound
call management & reporting.
– Powerful ACD and Skills Based Routing with
variable announcement management options
– Unlimited queues (up to 9,999)
– Unlimited agents per queue
– Announcements & Hold music per queue
– Scheduling and overflow
– Remote & Multi-site support
– Emergency mode
– Multi-media & Social Network options
– Powerful CCS Add-ons
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 5

6. Icc scenario - aa
CCS Q provides typical
AA options:
Inbound 1 – Sales
2 – Support
0 - Reception
Call
3 – Administration
0 – or no entry to Reception
1 - Sales 2 - Support 3 - Administration
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 6

7. Icc scenario - ivr
IVR Pin Code Enquiry for
Smart Routing and retrieval
Inbound Call of customer details from a Database
database
Sales Support Administration
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 7

8. Icc scenario – crm lookup
Example Use Case:
 Bronze / Silver / Gold
Accounts
 Normal / VIP Customer
Lookup  Registered / Unregistered
Inbound
Service CRM
Call with CLI
 Customer / Supplier
 Support / No Support
 Account Manager
 Last Answering Agent
Normal VIP Accounts !
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 8

9. Icc scenario - multimedia
Web
Fax Facebook Call
Call-back
CCS Q handles multi-media
and social networking
communication mediums and
distributes by skill to agents
Tele-
Web
Email Twitter Marketing
Chat
Campaign
Sales Service Social Media
Sales Service Sales & Service
callback in queue callback in queue queue overflows
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 9

10. Icc scenario – skill based
routing
Inbound Queue Queue
Call With Skills Assigned Or
Overflow
Passed to highest
skill agent who has
been least busy
Skill L1 Skill L1 Skill L2 Skill L3
BUSY ! BUSY ! BUSY ! BUSY !
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 10

11. Icc scenario – overflow
Call Sales
callback
Sales
Team2
callback Sales
Team3
 After Hours
 Holiday
 No Agents Logged In callback
 Max Time in Queue
 Max Calls in Queue
 Agent : Call Ratio
 Emergency Mode
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 11

12. Ipecs ccs DEsk
› Powerful client PC applications for CC agent and supervisor to control
telephony and provide advanced service management and business
efficiency with CRM interface
– Easy and intuitive user interface
– Contact information screen pop up
– A single client to view and control telephone,
calendar, presence, IM, SMS/TXT, contacts
– Dag and drop call control
– Built-in CRM integration interface or
API for back-office application integration
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 12

13. Ipecs ccs report
› A business intelligent that deliver historic and real time information on
business communication, supporting better business analysis and
decision making
– Web based tool
– SQL database and reporting architecture
– Over 130 powerful reports for Inbound
& Outbound CC system performance,
service levels and agent/team evaluation
– Automatic scheduling of reports to print,
email or file (CSV, PDF, Excel)
– API for CRM/DB integration
iPECS CCS Q CCS Report Server CCS Report Web
TAPI Agent
Q
Campaign ODBC Export to
PDF document
SQL
One Server Server
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 13

14. Ipecs ccs report
› Business Intelligent Dashboard
– Dashboard and alert management
– User configurable
– Desktop or web browser based for operation
anywhere
– Figure, grid, bar, pie, speedo, real time graphs
– Alert by sound, color and email
› Playback of optional CCS Record
› Budgeting & cost control management
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 14

15. OPTIONAL
MODULES
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 15

16. Call-back in queue
› Call-back in Queue
– When high abandoned rate due to long wait time or not enough agents
› Customers leave the call back information : return number, voice mail or
CLID(default)
› ACD/Skill based call routing to an available outbound agent with the
same position in the queue while the callers need no longer wait
› Advanced features are needed as like CLID indication, Speech
recognition, CCS IVR
Call to CC
Inbound
queue
Press 9 to leave
a Call-back I/B agent
Enter Call-back no., Call back
leave a VM or queue
disconnect
O/B agent
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 16

17. Call-back in queue
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 17

18. Web call back
› Web Call Back
– Leave the customer information via web site to call back
– Left information is saved in Database server(SQL DB).
– iPECS CCS Q will find a new web-callback and assign to available agent.
– SQL DB Items : ID, Source, StartTime, QueueID, Notes, Type, Status,
Phone, Name, Company
– Agent can see the previous web page that the customer visited.
CCS Agent
Web Server CCS Server
1 2 3 CCS Web
5
www gateway
CCS Q
4
* Customer must develop integration between website
and CCS Desk Web Gateway Database
Server
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 18

19. Web call back
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 19

20. E-mail, fax, VOICE MAIL
queuing
› E-mail, Fax and Voice Mail E-Mail
FAX Server Fax
Queuing VM Server VM
– iPECS CCS Q handle inbound 1. A new e-mail arrives into an inbox that
multi-media including e-mail, Fax is being monitored by CCS Q
and Voice Mail as like voice calls 2. CCS Q creates exact copies of any new e-
Incoming
in queues and route to the best e-mail server
mails to be queued. The original messages
are marked as read and can be kept/deleted.
available agent They can
be the
– CCS Q retrieve the mail from the same
machine
CCS Q
e-mail server and forwards it to
CCS Server
outgoing server to available
agent. 3. The e-mails are forwarded to
the next available agent’s inbox.
– Agent will receive the mail with Outgoing
e-mail server
each message. Available
* Supported inbound Email Server protocols: Agents
. IMAP * Requires Fax server that converts
incoming fax to mail
. MS Exchange (2007/2010/Online Web
Services)
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 20

21. E-mail, fax, VOICE MAIL
queuing
› E-mail, Fax and Voice Mail Queuing
– Supported inbound Email Server protocols:
› IMAP
› Microsoft Exchange (2007/2010/Online Web Services)
– Additional CCS Requirements:
› Agents must have their own email address and email client application.
› CCS Desk agents must be configured with the correct email addresses.
› SMTP Server available to forward the email to agents.
› SMTP Server must accept basic text authentication.
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 21

22. CCS social
› Social Media contact center integration:
Facebook and Twitter
– Enable contact management for Twitter
users via Call back and Facebook
– Get real-time Social Media marketing
statistics and trends when measuring
your Twitter and Facebook response
– Skills-Based Routing for all social Media
requests or posts
› Conditions
– Agent should have its email address and
it should be configured in CCS DESK
administration.
– Separated window service is operated to
support Twitter
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 22

23. CCS social
(FACEBOOK)
› Facebook Call-Back management
– Facebook integration is as per Inbound Email Queue Management.
– Agent must be allowed to reply Facebook email on behalf of the registered
user.
1. A Wall Post / Comment / etc. is 2. Facebook sends 4. The next available agent receives
Mail
made on the Facebook account or notification via e-mail the Facebook notification email and is
Server
page that is monitored by CCS Q able to reply to that message to post
1 2 4
www
CCS Agent
3. E-mail is received into the inbox
monitored by CCS Q. As per Email 3
queuing, CCSQ forwards the email
message to the available agent
CCS Q
CCS Server
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 23

24. CCS social
(Twitter)
› Twitter Call-Back management
– Twitter call back request is supported by CCS Q
Agent
– Proper Tag should be used for call back: “Call!”
– The full message sent by twitter user is displayed
on agent CCS Desk
– Must have Twitter account and authorize CCS
Callback application to access the account
Twitter
www Callback CCS Q
Service
1 2 CCS Server 3 CCS Agent
1. A new mentions the 2. The Twitter call back service
Twitter account that is pulls the tweet and creates a 3. CCS Q forwards the call-back
monitored by CCS Q callback request for CCS Q as request to the available agent
per Web Call-back
Database
Server
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 24

25. CCS web chat
› iPECS CCS Chat provide customers with the superlative service by
enabling Web Chat Instant Messaging and link your website to your
sales and support team.
– Similar lookup with messenger
– Needed IIS (Internet Information Service)
– Greeting message limit: Max 100 characters
– Transfer current chat request to others
CCS Chat receives Communicates to
chat request 4 find an agent
1 www
2 3
Web Server CCS Chat CCS Q
CCS Server
CCS Q notifies the
Web chat session
6 5 available agent
is established
CCS Agent
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 25

26. CCS web chat
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 26

27. CCS web chat
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 27

28. iPECS CCS call
› iPECS CCS Call is the IP multi-media outbound contact center solution
to provides affordable professional telemarketing & outbound
management with reporting solutions for all business.
– Load campaign data from ODBC or directly from selected CRMs
– Skills Based Routing
– Unlimited campaigns
– Unlimited queues (up to 9999)
– Unlimited agents per queue
– Completion Codes
– Automatic and scheduled retry
– Campaign expiry date and scheduling
– Built-in CRM integration for list retrieval
– Historical reporting & Dashboard
– Callback / SMS
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 28

29. iPECS CCS call
› iPECS CCS offers a variety of selection for campaign modes
– Preview (single dial or multi-call mode) mode
– Progressive mode
– Pre-emptive mode
– OutCall mode
› Reporting with CCS Report
– Agent Productivity, Campaign Performance,
Disposition Codes, etc
– Historical & Real-time
– On-demand or Scheduled Delivery
– Business Intelligence Dashboard
– CCS Report API for integration with CRM
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 29

30. iPECS CCS call
› iPECS CCS Call: Preview & Progressive Modes
CRM or
Customer
Database
Disposition Code
entered
Outbound call
is made
Call is
Completed
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 30

31. iPECS CCS call
› iPECS CCS Call: Pre-emptive Modes
CRM or
Customer
Database
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 31

32. iPECS CCS call
› iPECS CCS Call: OutCall Modes
CRM or
Customer
Database
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 32

33. iPECS CCS call
› iPECS CCS Call with CCS Q
– Seamless blending between inbound & outbound
– No need a separate set of agents for inbound &
outbound
– No need to log out from CCS Q queues to work
on CCS Call campaigns.
– HMP ports can be shared between CCS Q and
CCS Call.
› Screen
– Campaign & agent monitoring for supervisor
– After Call: agent must choose completion code
– CRM screen pop when CCS Call Outbound
Campaign call is assigned to agent. Button to dial
the number is available
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 33

34. iPECS CCS IVR
› Intelligent IVR and business work flow design
– Offer your customers automated services without operator involvement
– Taking care of transactions and services without personal interaction.
– Customer DB or CRM integration, SQL Database architecture
› iPECS CCS IVR with iPECS CCS Q
– CCS Q and CCS IVR can seamlessly blend together
– HMP ports can be shared between CCS Q and CCS IVR
– Send a call from CCS IVR to CCS Q
› Customer identification
› Account verification
– Send a call from CCS Q to CCS IVR
› Payment
› Customer survey
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 34

35. iPECS CCS IVR
› CCS IVR Script Designer
– Scenario using scripts based IVR
– Drag & Drop supported
– Easy to understand with ICON
– Say, Ask number, Record, Make / Hang up call, DB integration, Email, Timer
control, Integrated with CCS Q, control payment and ETC.
– Prompt with TTS (English only) and recorded sound file.
Say Email Make New Call
Record Jump Script Database Result
With Row
Ask Number Timer Stops
Multi Step
IF expression Timer Starts Launcher
Assign Variable Transfer to CCS
Q Make Call
<Script Designer Icons Sample>
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 35

36. iPECS CCS Records
› iPECS CCS voice recording module
USB 2.0
iPECS LIK/CM
CCS Report
NIC Server
PSTN
CCS Q Server
- Trunk Recording One Server
- BRI / PRI CCS Record
Server
IP
SIP Trunk switch switch
Ethernet switch with mirroring
– MP3 or Wav format
– Business Rules Processing & File Naming
– BRI, PRI and SIP Trunk Recording IP phone
CCS Desk
– Record all or Record on Demand CCS Agent
– Playback via CCS Report
– Encrypted recording (3DES)
– Export to WMA format
– Virtual Server is not supported
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 36

37. VOIP Call RECORDING
(CONFIGURATION 1)
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 37

38. VOIP Call RECORDING
(CONFIGURATION 2)
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 38

39. CCS DESK CLIEN UI
Handing options:
Incoming call
Call Drop
Held call
Hold
Transfer
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 39

40. CCS DESK CLIEN UI
Outgoing call
Transfering call Handing options:
with Drag&Drop Complete Transfer
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 40 Conference

41. CCS DESK CLIEN UI
. Pop Contact : Open CRM contact
. Notify Call : Sends additional information
Recent Call Log
to the XML Gateway
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 41

42. CCS DESK CLIEN UI
On Idle On conversation
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 42

43. CCS DESK CLIEN UI
Conference Room
Recording Log
Display Queue status on CCS Desk client
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 43

44. CCS DESK
MANAGEMENT UI
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 44

45. CCS DESK
MANAGEMENT UI
Agent Status
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 45

46. CCS report UI
1. Select Report Type
2. Filtering
3. Report (downloading /
printing / e-mailing)
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 46

47. CCS report UI
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 47

48. Ccs dashboard ui
Create statistic items
to be used for Dashboard
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 48

49. CCS DASHBORD UI
Dashboard
Configuration & Layout
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 49

50. CCS DASHBORD UI
iPECS CCS Introduction | Ericsson-LG Partners Only | 2012-09-17 | Page 50