© 1Copyright © 2016 CCT

CCT ContactPro

Omni Channel Agent Desktop for SEDC

See a world class Agent Desktop Solution

delivered by

©

Convergeone at a Glance

Founded in 2005 with

headquarters in

Eagan, Minnesota

Blue chip, diversified

customer base, including

51% of the Fortune 100

and 40% of the Fortune

500

Strategic partnerships with

leading vendors resulting in

tailored, best-of-breed

solutions for customers

1,350 employees with

more than 680

engineering resources

carrying over 1650+

certifications

Nationwide operations

Long-term, deep customer

engagement through

design, implementation,

and ongoing management

of solutions and systems

Two state-of-the-art

redundant NOCs

staffed 24x7, 365 days

a year

Recognized as a top IT

solutions provider by

manufacturers and

industry organizations

© Copyright 2016. Private and confidential.

Our Family of Companies

CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade

names or registered trademarks of their respectiv e companies / owners. 3

The Omni-channel Architects

Productive interactive Omni-Channel agents

Outstanding customer interaction

100% focused on UC & CC

Long history with AT&T, Lucent, Quintus &

Avaya, Genesys, Microsoft

Outstanding Partner’s

Located in Europe and USA

Germany: Frankfurt, Augsburg, Leipzig, Dortmund

Switzerland: Zurich

USA: North Miami FL, Philadelphia PA

CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade

names or registered trademarks of their respectiv e companies / owners.

©

CCT Focus

4

InteractionManagement

Routing/Reporting

©

One Unified Desktop for all Avaya platforms

5Copyright © 2015 CCT

ContactPro Application HostContactPro Application Host

Desktop

Certified SDK/API to SDK/API connection to guarantee support and to give greatest flexibility

CP

G-Connect

CP

G-Connect

Genesys

SIP Server

Genesys

SIP Server

Genesys

Media

Plattform

SDK

Genesys

Media

Plattform

SDK

Skype

Cloud PBX

Skype

Cloud PBXSession Manager / System Manager / A-ESBCSession Manager / System Manager / A-ESBC

Microsoft

Skype for

Business

Microsoft

Skype for

Business

Oceana

on

Breeze

3.2

Oceana

on

Breeze

3.2

AICAIC EMCEMC AAEPPOM

AAEPPOM

ACM Elite - CMS

ACM Elite - CMS

AES DMCC

Telecommuter

AES DMCC

Telecommuter

APSPresence

Server

APSPresence

Server

CP

Skype Connect

CP

Skype Connect

Oceana

CC SDK

Oceana

CC SDKAICAIC EMCEMC

POM POM CPCP

OutboundOutbound

AESAES

Channel Control (automatic / manual)Channel Control (automatic / manual)Presence

Service

Presence

ServiceAnalyse Service

Dashboard, Reporting,

Supervisor

Analyse ServiceDashboard, Reporting,

Supervisor

©

ContactPro Omni Channel Agent Desktop

6

Omni-Channel Desktop

Comprehensive Omni-channel / multi channel handling

All media worklist & customer journey

Adaptable to individual workflows and processes

WebRTC ready for Web- and mobile-solutions

Enables new ways of customer-interactions

Productivity and efficiency increases

Made for Avaya

Developed for Avaya Aura solutions

One agent-desktop for multiple platforms

DevConnect compliant

Integrated through VAR, SPP and APS

Connects with Avaya SDKs and APIs

Connects with Breeze & Oceana

©

What ContactPro can offer to Avaya customers

Protect your existing Avaya investment

• One solution for Oceana, Elite, EMC, AIC, Breeze

• Get deeper in the business process flow of your Agent Desktop

• Overcome limitations of static desktops

• Easy - to deploy – to configure – to use

• More flexibility for new ways of customer-interaction

• Productivity increases

More flexibility with new opportunities, migrate to Oceana with ContactPro

• Comprehensive multi channel / multi media handling

• more Media Integration with in- and outbound direct and indirect media

o Multichannel Campaigns, Social Media, etc.

• Adaptable to the customers workflow and processes (CRM/Information)

• WebRTC ready for integration with Web- and mobile-solutions like CafeX/Glance/Acquity

More services higher customer satisfaction

• Ongoing support and consulting for any adoption of process changes

• More efficient Agent Desktop usage7

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ContactPro environment

8

CRM Integration, Customer Data Share, Open CRM Interface

Database Site

Connect to multiple databases

View of data mind result on agent desktop

Save additional data for reporting

Server Site

Data transfer (Customer Lookup)

Connect different CRM server

HTML, Rest and Ajax connections

Client Site

Screen Pop from each media with collected data

Process automation per customer criteria

Multi-site, multi-CRM for omni-channel customer

Open ContactPro Client API for 3rd party Applications

©

CCT - Reference case SEDC

9

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SEDC facts

▪ SEDC a family of companies

▪ SEDC founded in 1976 servicing the Electric Membership

Cooperatives

▪ Provide software and services for over 500 utilities across

United States

▪ 400+ employees

▪ 100M+ in annual revenue

10

©

SEDC CC environmental challenge

11

Challenge before CCT ContactPro

• Measurement of the Customer experience was a challenge

• Long wait times for callers

• Call transfers were high (find my engineer)

• Ticket (agent assignment) – agents provided direct # - no metrics

• Ticket closure rates were slowed/hampered

o 1 inbound call could result in

• Extended call times – caller identification process labourous

• Agent (engineers) effectiveness was decreasing

• Workflow was manually managed

• CRM system (MSFT Dynamics) utilization was inconsistent

o Workflow adherence

o Documentation of customer interactions

• Remote workers – felt disconnected

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Key requirements

12

Unified Desktop with MS dynamics (premise and cloud based)

• For Agents and non Agents

• Two seperate instances

Screen Pop with incoming calls through touch tone menu

• 5 different work flows

• Screen Pops based on MS dynamics ticket number or phone # (Account or Contact)

• Data directed routing based on MS dynamics database information

Call log / customer journey module

Screen pop with transfer 1st level to 2nd level

Presence and Instant Messaging between 1st and 2nd level

Desktop Wallboard – real time status of the queues

Single Sign-on - Active Directory integration

Click to dial personal and public phone book – telephony events documented

Dialing rules based on existing phone numbers 7 digits / 10 digits

ACD Statistic history

©

Technical history

13

Target: Centralized Contact Center for Sales and Service

• Single desktop solution for Agent & Non-Agent users

Solution engineered by ConvergeOne:

• AIC/Oceana – too expensive

• AACC – limitations for Remote Centers/Agents

Final solution: EMC 6.4 with CCT ContactPro Client

Avaya DevConnect Selected Product Contract SPP

ConvergeOne and CCT joint Statement of Work

ConvergeOne single point of contact (also for support)

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Architecture Elements at SEDC

14

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SEDC ContactPro desktop layout

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Configurable

Wallboard

MS dynamics

Screen POP

with Outbound

dialing

Instant

Messaging

and

Presence

Call Log &

Stats

Full Softphone

with Avaya Aura & ACD features

Work Item

data

©

ContactPro Desktop Management and Configuration

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Module configuration on all layers

Property configuration on all layers

Desktop feature button configuration

Multi-tenant and multi-language

User Rights from Avaya Control Manager

Over >500 properties to customize

functions, workflow and process

Several installation options to start the

ContactPro Manager (e.g. Remote, UNC)

Integration in the ContactPro client as a

supervisor module

Configuration of design options

©

ContactPro highlights in SEDC

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Easy to deploy in customers environment

URL based Client roll out with auto update service and

centralized Client Configuration per Tenant & Agent

Integration with MS dynamics cloud and premise

Improved customer experience – right agent (engineer) right time

* Leveraging the telephony integration w/ Dyanmics for analytics purposes

Workflow improvements – Adherence to workflow processes

Agent (engineer) utilization

©

Future of the SEDC

19

▪ Email integration w/ Dynamics portal

▪ Intelligent routing and Screen Pop

▪ Chat with Co-Browse

▪ New Workflows – back office and finance

© 20

Other industry examples with ContactPro

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ContactPro - Utility

21

SolutionChallengeExpected Results

High churn rate due

to comparable

products

Low CSAT in service

cases as key reason

to change supplier

Voice centric and

traditional letter

orientation

Avaya UC & CC for the

customer service

organization

CCT ContactPro at the

Agent desktop

Omni channel solution

including white-mail

Integration with

mission critical

CRM(SAP)

Integration with service

providers

Higher CSAT – lower

churn rate

Reduced handling

time because of

integrated systems

Better business

controlling because of

consistent reporting

Competitive

advantage through

new services

© 22

Quick Overview ContactPro Modules

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ContactPro Modules

23

• CP Voice

• CP Outbound / POM

• CP E-mail/SMS2way

• CP WEB/Chat/Co-Browse

• CP WebRTC mobile & web

• CP Social Media

• CP CRM Connectors

• CP Presence, APS, Lync

• CP Web Reporter

• CP Supervisor/App

Configurable to meet customers workflow and

application requirements

©

ContactPro – modules and configurations – no restrictions

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ContactPro with CRM

With / without

active agent

(Back office)

CP with E-Mail&Chat

CP with POM

©

ContactPro Sample 1

25

Realtime

FeedbackChat with Web-

content

Configurable

Wallboard

©

ContactPro Sample 2

26

CRM

Integration

Templates for

Email and Chat

Worklist

©

ContactPro Web & Mobile Integration – Agent Assist

27

Agent Assist

WebRTC enabled communication

Support for voice and video

Agent assist for

• Web-Browser

• Apps on IOS

• Apps on Android

Interactive Co-Browse with pointer

and upload of documents

Reporting (incl. Context Store)

Combination / blending with Chat

and other media

Best support for business transformation with mobile and

Web applications that are 100% communication enabled.

©

ContactPro Chat and Co-Browsing with Breeze/Oceana

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Available for Oceane, AIC and EMC

Extends standard AIC / EMC media

handling with Breeze/EDP Snap-In

functionality

Transparent channel for the agent

Can use chat as trigger

Support for Avaya Co-Browse

functions

Integrated in agent reporting

©

Breeze / Oceana Context Store examples

29Copyright © 2016 CCT

ContactPro Breeze Snapp IN with Avaya Context Store

ContactPro WebReporter / Wallboard

©

ContactPro – Web Reporter und Dashboard

Consolidated multichannel reports from AIC, EMC, CMS (graphical and tabular)

Configurable wallboard

Realtime and historical reports

Optimized for mobile devices

Multi-Tenant and Multi-Language

©

ContactPro

31

ContactPro empowers your agents to

efficiently serve your customers

in today’s demanding world of

Omni Channel communication.

The state-of-the-art technology solution

helps you to leverage your

existing Avaya infrastructure

while decreasing contact center

costs and increasing customer

satisfaction.

CCT ContactPro is a registered trademark of CCT. All other named product and company titles as well as logos are trade

names or registered trademarks of their respectiv e companies / owners.

© 32