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eServices Integrated Agent Desktop

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Business Benefits

Manage customer email / chat interactions like managing voice calls Solution independent of Genesys / Proprietary products Seamless integration with Genesys CIM for unified communication / blending Expand the horizon to other products Integration with Genesys stat server for agent status management Real time displays, historical reporting and management tools Unified desktop for interaction management Integration with Genesys skills for queue management Centralized administration of various communication channels Manage interaction priority at will

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eServices Building Blocks

Enterprise Email Server / Web Mail / Web chat

Multimedia Server

Email / Chat Screening

Contact Mgmt System

Email/ Chat Routing Engine

Agent Status Advisor

Interaction DB

Auto Response

Contact History & Profile Mgmt

Agent Desktop With KB Integration

Real Time reporting

Smart Insight

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Solution Description

Multimedia server acts as connectors for MS exchange & Pop accounts for sending and receiving emails. Screening module shall send auto responses based on rules set Routing engine ensures Message content is analyzed and routed to best resource based on agents availability across channels Agent Desktop simplifies answers enhancing performance and ensuring consistency Real time displays, historical reporting and management tools ensures easy administration Interaction DB ensures association of interaction history for the transaction

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Email Features

Incoming Emails

Transfer Reply Reply to All Interim Reply Auto Suggest Notepad Custom Data Disposition Code Attached data

Outgoing Email forms

HTML Editor Spelling Transfer To, From Using Find Tab Attach Save & Save & Close Delete Send Auto Suggest Notepad Custom Data Disposition Code Attached data

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Email Features Contd..

Contact Management History Management Collaborative Email Options

Push Pull Inviting an Agent / Expert Following up after Invitation responding to email request

Agent Status Management Notification System

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Chat Features

Web Site Integration Transfer Conference Standard Response Integration Chat Interaction Pane

Contact name Participant name Timer Chat interaction box Chat message box Icon progression for chat response wait time Spelling Push web page Make voice call Send Send transcript Custom data Disposition code Attached data Multi language support

Collaborative browsing

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Web Callback

Offer your web visitors the option to be contacted by phone Immediate or scheduled call back Customer doesnt wait in queue agent calls when ready Preview Mode agent reviews request before calling Customer capabilities

Request, cancel, and reschedule call-backs Review state of call-backs Reroute/escalate Maximum retries/attempt Email/SMS notification of unsuccessful call back Store call back interactions Integrated universal media desktop Preview call back request before initiating call back Reschedule call back Cancel call back Contact History management

System capabilities

Agent Capabilities

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Timelines
Email Standalone Solution with Genesys Voice blending 3 man months Chat Standalone Solution with Genesys 3 man months Voice blending Web callback 1 week

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Questions !!!

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SmartConnect
Orchestrate | Channelise | Unify
2011 SmartConnect Technologies. All Rights Reserved.

The information herein is for informational purposes only and represents the current view of SmartConnect Technologies, as of the date of this presentation. Because SmartConnect must respond to changing market conditions, it should not be interpreted to be a commitment on the part of SmartConnect, and SmartConnect cannot guarantee the accuracy of any information provided after the date of this presentation. SmartConnect MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

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Natarajan M Call: +91.97439 98929 mnatarajan@smartconnectt.com

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