DOW Net CCS (Call Center Suite) A powerful, open-source call center solution

DOW Networks has been designing and implementing call center solutions since 2001. Today we serve over 400 international call centers, providing toll free numbers from more than 85 countries and terminating traffic throughout the world. We offer hosted Cisco IPCC, a rock solid, proprietary solution for inbound call centers and a scalable, hosted open-source solution for outbound call centers. The purpose of this document is to introduce you to DOW Net CCS, a powerful, open-source call center solution that will cost effectively meet the needs of inbound, outbound or blended call centers. In the following pages we will guide you through this new, hosted call center solution. Index: Benefits (p.2) Diagram (p.3) Inbound (p.4) Outbound (p.5) Reporting (p.6) SoftPhone (p.7) Quality Monitoring (p.8) Remote Management (p.9) Workforce Management (p.10)

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Benefits of a Hosted Call Center Solution

A hosted call center solution offers several key advantages over a premisesbased solution: Minimal capital investment No maintenance expense Predictable operating expense Rapid deployment Easy scalability No / low risk of obsolescence High levels of reliability and security

A widely accepted metric is that at around 300 agents an on-premise solution becomes more economical.

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Outbound
Preview dialing Power dialing Predictive dialing

Inbound
ACD (automatic call distribution) IVR (Interactive Voice Response) Toll free from 85 countries

Also Offers
Standard and custom reports Recording capabilities Q/A Monitoring

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Blended dialing

Skills-based routing

GUI Scripting Tool

Inbound:
Sales and Customer Service Intelligent routing: Directs each contact to the designated agent, based on user-defined business rules (skill sets, availability, call priority or queue loads) Monitor or remove queued calls: Use the CCS CTI(Contact Center Service) command line interface to get right into the heart of the CTI module Flexible, easy-to-build routing scripts: Combine call conditions, pick up methods, IP-PBX applications and call terminations Statistics routing for specified information: Count calls or collect data on queues and agents based on call properties or agent skills Ensures rapid connection time by managing dynamic resources Delivers preemptive information to the agent based on customer response to DTMF (touch tone) menus, speech recognition prompts or caller line ID (CLID) Web-based customer files: Sends customer information to the agent via the Web Self-service access to information

Superior Customer Service Customers want fast and efficient service. Contact routing helps you deliver by optimally matching customer queries with agent skill sets, and quickly connecting customers with the agent that can serve them best. Provide higher quality customized service by empowering your agents with information, via Web-based customer files or IVR prompts. Use existing customer profiles/preferences to improve sales and satisfaction. Optimized Efficiency and Consistency Stop wasting valuable time. User-defined and unlimited routing scripts maximize agent productivity and value. The flexible virtual contact center

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allows for localized service, making time zones and geographic obstacles irrelevant. During heavy traffic, offload basic customer questions to an IVR interface for closed set information. (For example, What are your business hours? or Where are you located?)

Outbound
Sales, Customer Support, Market Research Unlimited filters and call treatment permutations, including: Dialing order and cycle of call attempts in response to voicemail, answering machines, fax machines or busy signals Customizable call requirements: Outbound calls attributed to agents according to customizable call requirements including preferential agent group selection or optimization mode Database merging: Information for a single campaign can be drawn from several databases and calling lists Multiple dialing methods: Predictive, progressive, preview and broadcast Regulatory compliance made easy: Blacklist support includes userdefined global and targeted lists

Increased Revenues and Reduced Cost Connecting with the appropriate individual quickly and efficiently optimizes resource management, enhancing agent productivity and increasing ROI and revenues. And, the architecture of the Web-based virtual contact center minimizes infrastructure costs. Optimized Efficiency Predictive dialing detects and reschedules calls (in the case of voicemail, fax machines or answering machines); preview dialing supports superior service by allowing the agent to read client files before placing calls; broadcast dialing increases agent productivity by sending a single

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standardized message to a group of recipients and Agent Selection connects the most appropriate agents in a group (based on skill sets, agents availability, campaign filters or treatments) with individuals in the database.

Reporting function
A cradle-to-grave data collection engine and analytic tool. In addition to 10 standard reports that meet most of the requirements of all call centers, managers and supervisors can generate custom reports quickly and easily on standard contact center statistics. Computer-Telephony-Integration (CTI) can generate historical reports for agents, agent groups or teams, campaigns, calling lists and queues. Userdefined criteria for hourly, daily, monthly or yearly report production. CCS detailed reporting tools:

Offer unparalleled flexibility, allowing contact center managers to define their reporting needs, collect data and instantly produce reports and statistics on any combination of sites, campaigns, agents or clients Telephony reports to cover standard call information Application reports to cover elements that are specific to our application Custom reports Page 6 of 10

Remote monitoring: This feature provides contact center managers with

a great deal of live information. All the relevant information can be accessed anytime from anywhere using an Internet connection. Your call center's activities and efficiency can be monitored at all times. CCS live information:

Real-time data on agents, teams and groups such as 'not ready' time, average handling time or duration of current call Real-time data on queues and calling lists such as hit rate, calls entered or abandoned Color-coded, and user-defined, graph showing agents' adherence to their work schedule Real-time data on running campaign and agents performance

SoftPhone
This is a state-of-the-art phone based on the IAX2 protocol for use in Voiceover-IP (VoIP) works with the open source IP PBX which serves as telephony switch and call control. The software phone is a thin client that can be installed to run remotely. It is designed with call centers agents in mind. You can make and receive calls from any location through a simple graphical user interface in your PC or laptop computer. Main features include:

Graphic User Interface customizable for seamless integration of applications and services such as speed dialing Gives superb Voice Quality on all versions of Windows and Linux Easy to install and configure Page 7 of 10

Low latency Works with any full-duplex sound card Full integration of USB handset and headset devices Log file in TXT format that also records agent's name, time and date Self-update through HTTP server Weighs less than 1-MB Incorporates safety measures and no special recording equipment is needed.

It supports the following operations:

Login / Logout Ready / Not Ready Hang-Up Transfer Conference Hold Dial

Quality Monitoring:
There is full voice and screen capture and digital recording of all interactions between customers and agents. All calls are recorded non-stop on the agent's computer and the information stored on a server. Recordings are easily retrieved and instantly replayed by anyone who needs it, wherever they are. Our application's window is equipped with a group of panels that provide live coverage of agents' activities, work schedules and current status. Quality monitoring tools features:

Evaluate calls, screens and e-mails from anywhere, anytime

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Search criteria to locate precise calls quickly Cost effectiveness no recording equipment or sound card are required Scalability Ability to expand the recording capabilities as number of stations grows Calls recorded in WAV or MP3 format SoftPhone and screen captures are recorded in SWF format

Remote Management:
All aspects of Our Contact Center Solution are managed with Web-based applications. Administrative responsibilities are divided between system administration and tenant administration functions. Administrators and supervisors can monitor the call center's activities and efficiency anytime and from anywhere. All that is needed is a PC or a laptop and an Internet connection. Secure, access controlled, interface that provides features and tools based on user role and authentication. Remote management features:

Create, add or modify outbound campaigns or inbound services Create or modify agents, groups of agents, calling lists, reports and quality monitoring schedules Evaluate calls, screens or e-mails View work status of agents and adherence to established business practices View information in real time or print historical reports

Work Force Manager:

This module displays all the standard administrative features to organize agents and team leaders, to monitor their activities and quantify their performance. A motivated work force, accurate payroll and improved productivity are advantages from which your contact center can benefit immediately.

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Method of Payment (MOP)

Terms of payment are entered in CCS Manager. Actual hours worked by the agents are logged and pay and commissions are calculated and stored in the database. The data is exported to the companys accounting system. Methods of payment can be applied to login time or to production time. Information that is recorded includes campaigns name, scheduled work hours, first, last and total login time, production time. Methods of payment can be applied to an entire group of agents. Salary information does not have to be entered every time you create a file for new employees.

Real time adherence to work schedules This feature displays the work schedule of your agents together with their status so it is instantly obvious who is doing what and why. It is color-coded to show work periods, breaks, meals and adherence or non-adherence to the work schedule. The information is updated as it changes.

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