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Solidus eCare™

Solidus eCare™ Agent, Management


and Self-Service Applications
Built for better business

Solidus eCare™ multimedia contact The Self-Service Group of Applications


center is intelligently built on three fun- provides customers with outstanding
damental groups of powerful applica- options while bringing self-sufficiency to
tions suites: The Agent Group of the contact center, enabling organiza-
Applications increase agent efficiency tions to create flows to suit their needs.
and job satisfaction when dealing with
multimedia customer interactions. The All in all, these three highly effective
Management Group of Applications application groups of Solidus eCare™
provides contact center managers and enable organizations to maintain cost
supervisors with superior tools to levels, maximize uptime and build long
develop and manage operations. lasting customer relations.
Customer & Self-service Applications
Virtual Agent Auto E-mail Script Manager IVR Script Manager IVR
Text chat & Collborn. Response (Speech Recognition) (DTMF & DPD)

Agent Applications
Desktop Manager Real Time Messaging E-mail Agent IP Agent Desktop Manager Toolbar
Web Agent Directory Outbound/Scripting Recording DDE COM

Management Applications
Internet Suite Creator Real Time Interface Information Mngr Configuration Mngr Report Manager

Platform

Open Application Server

The diagram illustrates the main components.


Desktop Manager Call window showing an
incoming e-mail

Agent Group: Call Control Features: • Call Window customization enables


agents to display the most relevant
Maximizing efficiency and • Answer call information, such as calling party
Uptime • Clear call number, name, call status, call dura-
tion, service group name and queue
There are few operations within an • Clerical time indication to monitor time.
organization as dynamic as a contact time off the phone
center. With continuous change • Call Qualification Codes allow an
• Conference agent to record the outcome of
comes a need for intuitive and flexible
control. Desktop Manager is a sophis- • Consultation call each transaction to improve speed
ticated tool designed to enhance call and consistency of code usage.
• Hold/retrieve call
control and contact center functions. • D.N.A. Directory Integration delivers
By providing agents and supervisors • Make call enterprise wide directory service to
with many powerful call-control fea- • Manual dial option directly from the assist in transferring calls.
tures, Desktop Manager facilitates effi- call window
cient call handling and integration of • Incoming Interaction Notification of
several different types of media. • Redial a busy number voice, e-mail, or chats so that
Licensing for advanced features is agents are prepared for the different
• Redirect a call to another agent or media types and can handle them
available on an individual basis, allow- service group when appropriate
ing for total customization and scala- appropriately.
bility of each contact center package. • Transfer • Easy message distribution within the
Contact Center for agents and
Desktop Manager Features: agent groups.
Desktop Manager not only gives • CTI screen pops deliver agents • Support for IP telephone and soft
agents the ability to customize their information related to the customer. client built into Desktop Manager.
monitors’ “workspace”, but to have This provides agents with greater
their display preferences automatically mobility as well as a more economi-
updated when they switch from one cal total solution.
workstation to another. When in need
of assistance or back office personnel,
the Request Assistance dialog box
and the Dial dialog box display all
logged on agents and gives them the
ability to filter by call status, agent sta-
tus, skills and or service groups.

Agent Directory

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E-mail message window Real Time Information

Additional Desktop Manager Agent Messaging Agent Recording


Features
The Desktop Messaging feature
Allows recording of calls on demand if
E-mail Agent license allows contact center agents
an agent’s line is connected to an
to send and retrieve text messages,
E-mails are routed using the same external recorder. These recordings
request assistance, initiate intrusion
skills-based routing engine as for voice can be later reviewed for quality
and execute skills-based searches to
calls. With E-mail agents, an incoming assurance, training needs and analy-
locate an appropriate agent for call
e-mail can be automatically routed to sis or litigation purposes. Data can be
support.
the knowledge base or directed to an logged automatically by the system,
agent. Fax and Voicemails from One or manually by the agent.
Agent Directory
Box Unified Messaging Solution are
presented as attachments to an e-mail The Desktop Manager Directory Web Agent
when delivered to an agent. license allows all Desktop Manager
Web Agent enables agents to
users to access the corporate D.N.A.
respond accurately to customer
Agent Supervisor Directory and search users. Through
inquiries over the Web through text
the Agent directory, users can search
Allows users to monitor agents, man- chat. Agents are prompted with
the corporate directory by name,
age their ready or not ready status, appropriate answers from the knowl-
extension, or department, and place a
and edit agents’ skill sets and corre- edge base for more accurate and effi-
call via the graphical user interface.
sponding service groups. cient handling of queries. The agent
can select the number of simultane-
Outbound Agent
Agent Real Time Information ous chat sessions allowed and
Enables Agents to participate in out- whether or not to accept incoming
Allows an agent to view information
bound call campaigns, initiate calls to voice calls at the same time.
about their own or other service
defined campaigns, initiate calls to
groups. Personal agent statistics are
defined customers, utilize Preview or IP Agent
also displayed, including the number
Power dialing, and initiate automatic
of media sessions handled for each IP Agent enables Desktop Manager
callback for failed call attempts.
service group and the agent status. agents to use the built-in IP
An alarm will sound or display when softphone for all call control features,
Agent Scripting
the longest waiting call exceeds the thereby eliminating the need for
configured threshold. Displays a configured script when ini- agents to have a physical telephone.
tiating campaign calls, allowing the
Dynamic Data Exchange (DDE) and agent to ask the customers
Component Object Model (COM) questions, record the answers
and store the information auto-
The Desktop Manager DDE/COM fea-
matically to the database.
ture license can provide integration to
a customer’s business application.
Based on caller information such as
caller ID and called number, cus-
tomer’s business applications can be
initiated automatically to make the
agent’s daily tasks easier.

Agent Messaging. Provides assistance by allowing agents to


send text messages to other agents or groups

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Configuration Manager window Centralized management for multiple sites

Management Group: Configuration Manager - Setup of skill sets


Centralized management A centralized management tool for - Setup of users
minimizes costs levels Solidus eCare™. By using a graphical - Definition of Call Qualification
user interface, Configuration Manager Codes
This suite of applications provides provides an integrated environment to
manage all configuration information - Definition of Not Ready reasons
contact center managers and supervi-
sor with superior tools to develop and within a contact center regardless of - Creation of call campaigns
manage the contact center opera- the number of sites there are.
- Verification of configuration
tions. The applications enable an
organization to compare and contrast Features: - Access other applications
the use of different resources, analyze
media inquiry processes and over all • Highly intuitive interfaces and wiz- • Campaign Script Builder develops
contact center efficiency. ards guide the user through set-up questions and answer flows to sup-
and configuration, thereby enabling: port agents in outbound campaigns
- Centralized management for a that provides consistency and
Virtual Contact Center increases productivity.
- Setup of Contact Center system • On-Hook Call Waiting allows the
properties customer to be advised of their esti-
mated waiting time and gives the
- Configuration of service accesses
caller the option to hang up while
- Establishment of service groups still retaining their position in the
queue. The agent will call back
VCC with centralized once the customerreaches the top
media resources of the queue that saves cost by
WAN reducing high rate call charges.

Real Time Interface


Site 1 Site 2 Site 3 Provides the ability for individual
Solidus eCare™ systems to be net-
Solidus
eCare worked together and function as one
VCC virtual center

Features:
• When call volumes become high
OAS with
enough in one center to trigger hold
OAS OAS with
with Call Call time alarms, user-configured thresh-
Media Control Control old settings will enable the call to be
only only diverted to another contact center.

ISDN VPN

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Report Manager - System Overview window Report Manager - Call Details window

Internet Suite Creator Report Manager


The Internet Suite Creator (also known as Compiles and generates reports
the Knowledge Base Manager) is an intu- pertaining to all aspects of a contact
itive management tool that enables users center’s activities.
to create and edit the knowledge base,
thus providing rele-vant information to
Features:
their customers. Many types of content
can be added to the knowledge base, • Generates historical reports to plan
including text, diagrams, links to Web for the highest quality of service.
pages, adver-tising messages and multi-
• Standard templates of agent activities,
media pre-sentations. The knowledge
agent status, call qualification codes,
base becomes an increasingly valuable
call-by-call type, call flows, abandoned
resource for both customer and staff with
calls, and outbound campaigns
the possibility to update and extend it
ensure that key information is available
without disruptions of service.
quickly.
• Customizable templates are available
Features:
to receive the most relevant format for
• Provides the mechanism to deliver business needs.
quick, consistent response to cus-
• Scheduled reports reduce the man-
tomers through text, diagrams, link to
agement time and cost used in initiat-
web pages, advertising messaging,
ing reports manually.
and multimedia presentations.
• Cradle-to-grave reporting.
Information Manager
Allows users to view real time information
on services accesses, groups
and agents. Information Manager
enables managers to configure
and save viewing preferences for
services and staffing.

Features:
• Multimedia real time informa- Information Manager - Service Groups window
tion where supervisors can
view contact center activity
across voice calls, web chat,
and e-mail, as well as perform-
ance and traffic alarms, as it
happens.
• Wall Display Management
ensures that the staff is aware
of the current contact center
activity status. Information Manager - Service Group Detail windows Information Manager - Agent Groups Agents window

5
Script Manager main window

Self Service Group: • Easy to create complicated call flows Virtual Agent
with Graphical Call Flow
Serving customers with Presentation.
Allows the contact center to automati-
flexibility and options cally answer customer inquiries quick-
• Call Flow Templates to aid in applica- ly and accurately using a knowledge
This unique group of tools provides tion development. base of answers, minimizing costly
customers with outstanding operations agent interaction. The Virtual Agent
• Provides integration support with
while bringing self-sufficiency to the integrates seamlessly with any Web
Back Office trough database access
contact center, enabling organizations site, enabling customers to type their
via ODBC, Basic and Java scripting
to create customized interaction flows queries in natural language (English
as well as C-hooks, and complete
to suit their needs, at the same time only), with the Virtual Agent respond-
component libraries.
provides 24 hours round-the-clock ing instantly with relevant, accurate
service, while allowing valuable agent • Information derived through IVR and answers. The Virtual Agent is not con-
resources to focus on premium cus- sent to agents through Screen Pop. fined to text-based response; it has
tomers. This improves the quality of each the ability to push web pages or
transaction by presenting relevant stream multi-media demonstration
customer information to the agent. that will enhance the customer’s on-
Script Manager line experience.
• Input Information Format: ASR, Dial
Interactive Voice Response (IVR) is one Pulse Detection, DTMF for increased Customers get fast, efficient customer
of the most powerful telephony appli- flexibility. service and the security provided with
cations available today. IVR enables optional password authentication.
callers to access an organization’s
database via their telephone. Script
Manager is an integrated Interactive
Voice Response application that is
used to build and manage scripts that
can accurately identify the needs of the
customer prior to the customer being
allocated to a Solidus eCare™ agent.

Features:
• Automatic Speech Recognition pro-
vides faster and more efficient phone
based interactions.
• Text-to-Speech offers text-based
content over the telephone resulting
in increased productivity and cus-
tomer service.
• Enables calls to be routed based on
historical stored data.

Control Windows for the Virtual Agent floating client

6
Auto E-mail Response

By resolving the bulk of routine Solidus eCare™ Minimum Mode (1024 x 768 recommended)
inquiries, live agents are free to pro- with 256 colors
vide more value-added services to
Requirements
1 GB RAM
premium cus-tomers.
PBX A mouse or other pointing device that
Features: is 100% Microsoft compatible
MD110
• Ability to push web pages, files, (BC11 with SP13, BC12 with SP2) DVD-ROM drive
presentation material and advertis-
Hard disk space of at least 4 GB
ing information so the customer can Platform
receive the most comprehensive Ethernet Network Interface Card
Open Application Server (OAS) 2.5
information.
with Service Pack 5 or later
Solidus eCare™ Client
• Fully customizable client to maintain
Open Application Server (OAS)
the look and feel of the company’s * A Pentium III 800 MHz or better,
existing web site. The Open Application Server 2.5 is an Windows 2000/XP compatible PC
advanced multimedia platform for
• Natural Language, Pull down menu, An SVGA monitor that can be config-
Enterprise CTI that combines call and
and Keyword Interface. ured to display in High Resolution
media control. It allows CTI applica-
Mode (1024 x 768 recommended)
• Automatic Escalation to Human tions to monitor telephones as well as
with 256 colors
Support with Skills-based routing. media resources through one single
API. Windows applications that are 256 MB RAM (Note: Desktop
Auto E-mail Response compliant with TSAPI can execute call Manager can also run on a PC with
control commands to the MD110 PBX 128 MB of RAM)
A big complaint today is that e-mails
in the same manner as with One communication port available for
sent to companies are either not
ApplicationLink. wall display connections if wall dis-
answered or take days to respond.
With Solidus eCare automatic e-mail plays are to be used
Capacity and Limitations
response, customer inquiries can be
A mouse or other pointing device that
responded immediately, with accurate For agent outbound calls, it is recom-
is 100% Microsoft compatible.
information, minimizing the need of mended that no more than 3 concur-
more costly live agent contact. rent campaigns and 5000 customers DVD-ROM drive (If not installing from
per campaign be run. It is also recom- a network drive)
Features: mended that the master customer list Hard disk space of at least 2 GB
does not exceed 15,000 customers.
• Intuitive knowledge base that is
Ethernet Network Interface Card.
capable of performing intelligent
Hardware Requirements
content search of incoming e-mails.
The content of the e-mail is ana- Solidus eCare™ Server
lyzed and a proposed answer from
* A Pentium 4 2.4 GHz Windows
the database is automatically
2000 compatible PC.
issued.
An SVGA monitor that can be config-
ured to display in High Resolution

7
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Microsoft Exchange Server for Microsoft Exchange Server for E-mail


E-mail Requirements Requirements (Based on average con-
(Based on average configurations) figurations)
Pentium III 800 MHz with 256 MB of Windows 2000 Server with Service
RAM and a 4 GB hard drive Pack 4 or Windows 2003 Server
Solidus eCare™ Internet Suite Microsoft Exchange Server 5.5,
Exchange Service Exchange Server 2000 or Exchange
Pentium III 800 MHz with 256 MB of Server 2003 with latest service pack
RAM and an 8 GB hard-drive
Lotus Domino Server
Solidus eCare™ with Knowledge Base
Manager Domino 5.0.6 and 6.0
Pentium III 800 MHz with 256 MB of Solidus eCare™ Internet Suite Server
RAM and an 8 GB hard-drive
Windows 2000 Server with Service
** Software Requirements Pack 4 or Windows 2003 Server
Solidus eCare™ Server Solidus eCare™ Internet Suite Web
Server *****
Microsoft® Windows® 2000 Server
with Service Pack 4** or Microsoft® Java 2 SDK, Standard Edition, Version
Windows® 2003 Server Standard or 1.3.1_09
Enterprise Edition***
New Atlanta ServletExec 5.0
Microsoft SQL Server Version 2000
with Service Pack 3 or later **** Seagate Software Crystal Reports
Professional or Developer Editions 8.0
Microsoft Exchange Client if Exchange or later.
e-mail is used: Microsoft Outlook * For higher traffic performance, a higher-grade
2000 with Office 2000 SP3 or later, machine will be required.
Outlook 2002 with Office XP SP2 or ** Microsoft SQL Server 2000 Desktop Engine
later, Outlook 2003 can also be used by Solidus as the database
server. When Desktop Engine is used, the
Solidus Server may be installed on Windows
Lotus Notes if Domino e-mail is used: 2000 Professional. Note that this configura-
Notes 5.0.6, Notes 6.0 tion is for demonstration purposes only and is
not supported for a customer installation.
Solidus eCare™ Client *** Solidus eCare™ has been verified with
Windows 2003 Server Standard and
Enterprise editions. The Datacenter Edition
Windows® 2000 with Service Pack 4, was not verified. The Web Edition is not sup-
Windows XP Professional with Service ported.
Pack 1 or Windows NT 4.0 **** For Solidus eCare™ installation, Microsoft SQL
Utilities must be installed on the machine
Workstation with Service Pack 6 where Broker Service is to be installed. For
other client applications, SQL Utilities are not
required.

XBS ComPrint
***** The required software is included on the
Solidus eCare™ Application DVD. However,
licenses for the ServletExec 5.0 must be
purchased separately. Consult
http://www.newatlanta.com for more details.

Subject to alterations without notice. Produced in Sweden on Eco-labeled paper

Asia Pacific Americas Europe Central Europe, Middle East &


Ericsson Enterprise Ericsson Enterprise Ericsson Enterprise Africa (CEMA)
3420 Persiaran Sepang 6300 Legacy Drive Avenue du Bourget 44 Bourgetlaan Ericsson Enterprise
63000 Cyberjaya Plano TX 75024 B-1130 Brussels LM Ericssons väg 8
Selangor Darul Ehsan USA BELGIUM 126 25 Stockholm
MALAYSIA enterprise.americas@ericsson.com Phone: +32 2 745 12 11 SWEDEN
Phone: +60 3 8314 6000 enterprise.europe@ericsson.com Phone: +46 8 568 67 000
enterprise.asiapacific@ericsson.com enterprise.cema@ericsson.com

Nordic
Ericsson Enterprise
LM Ericssons väg 8
SE-126 25 Stockholm
SWEDEN
Phone: +46 8 568 67 000
enterprise.nordic@ericsson.com

Produced in April 2004


EN/LZT 102 3720 RA
© Ericsson Enterprise AB 2004

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