Contact Center Inbound
Contact Server Inbound includes all the advanced tools plus the flexibility of configuration needed to manage inbound calls as well as other communications modes (fax, email, chat).
Thanks to its native SIP structure, the BCS system’s Contact Center Inbound module is able to queue various types of request for operators or virtual resources arriving from different session types, and apply sophisticated priority and class handling policies to these requests.
The module also includes all the ACD (HAL in a BCS environment) functions and allows the distribution of calls based on operator specialization.
It performs call handling when all the operators are busy, and can even block access to the service (busy signal) or divert excess calls to Voice Mail or to a callback service that automatically calls the client as soon as the appropriate operator is available.
The module allows real-time definition and variation of the working parameters (service, creation, editing, removal of operators, queue assignment, service SLA). It also features an effective call-flow handling function which channels inbound calls according to the contact’s number, the number dialed, the work status of the operators, and operator expertise.
The Call-Flow service is created using the Infovox voice services software generator.
The Infovox platform has a powerful and comprehensive graphical interface. The approach for developing telephone services is based on the following concepts.
- All the implemented features are contained in high level functional blocks, called nodes, each of which has entrance parameters which define how the node behaves; the nodes are also able to make their status available by means of public properties.
- The nodes are grouped together according to their function: there are nodes for telephony, voice functions, database access, voice mail, fax, TCP connections, runtime flow control, synchronization of activities between lines, and for event recording in the daily log file.
- The node input parameters are defined by means of sophisticated expressions that can include constants, functions, variables and properties of other nodes.
- Designing a telephony application using Infovox is similar to drawing a flowchart: the nodes are positioned in a workspace and connected to each other using lines called ‘arcs’. Each of these arcs connects one of the exit points of a node to the input of another node. A node can have several exit points, one for each event that can cause the termination of the running of the node.
The structure of the platform allows variations of the service to be carried out at a later date with simple upgrades which can be implemented by the user.
Thanks to its native SIP structure, the IQ Manager module is able to queue diverse requests for operators or virtual resources from different session types, applying sophisticated priority and class handling policies to these requests.
Call Transfer with Data
During the transfer chain, BCS ‘Call In’ ensures that a constant association is maintained between the call and its corresponding data (normally referred to as ‘contact information’).
ACD and SBR
Includes all the ACD functionality and allows the distribution of calls based on operator expertise, hours worked, the number of the service called, and the current time.
This allows a call to be handled when all operators are busy. It will block the service by emitting an ‘engaged’ signal, by transferring the call to Voice Mail or by transferring the call to a call-back service which automatically dials the client’s number as soon as an operator with the required expertise is available.
Principal operator and support handling
This allows the definition and variation in real time of operator, category of expertise, operator-service association, and the definition of ‘back-up’ operators who are added to the group in emergencies.
This is a useful feature to ensure that no calls are missed. The module automatically records the number of the caller and, even if all the operators are busy, will automatically call them back as soon as an operator is made available.
Multimedia queue manager
This module allows handling of more than just phone activities: each operator can be authorized to manage multimedia activities such as fax, SMS and email.
This component provides a real-time display of the functioning of the contact center with control and alarm tools of the SLA (Service Level Agreement).
UniStatWeb Call In
The UniStatWeb statistics module produces a set of predefined, ready-to-use reports for the BCS Contact Call In: chronological statistics of inbound calls to the contact center.
- Summary of request classes (list of queues and general data/total for each queue/activity)
- Analysis of request class (totals and outcome for individual queues or groups of queues/activities)
- Performance analysis (totals for every minute/hour/day/week/month of a queue)
- Queue length analysis (chronology of queue length)
- Operator summary (list of operators and summary of their telephone activities relating to the contact center)
- Operator analysis (for a single operator or group of operators, breakdown of call center telephone activities)