Components

The Intelligent Router is OneContact's software-based ACD (Automatic Call Distribution) that enables sophisticated and flexible distribution strategies. The fact that OneContact is built upon the SIP infra-structure, makes it inherently multimedia; it currently supports voice, video, instant messaging and e-mail. The several different media are blended in the same queue, and the media priority is defined by the business administrator.

· Implements different distribution algorithms, such as Longest Idle, Skills Based, Cascade and Last Agent routing (in a follow-up call, customer is routed to the agent he has previously spoken with)

· Routing decisions based on business data, retrieved in real time

· Customized routing rules are easily designed by the business administrator in a flowchart, using Visio, and OneContact automatically generates the XML files

· User defined Overflow reasons, allowing better handling of peak traffic.

A PC with a headset, webcam and IP-connectivity is all it takes to set up an agent seat. The contact center agents interact with OneContact through the user-friendly OneAgent application, typically using a soft phone. In brief, OneAgent delivers:

• Handling of voice, video, instant messaging and e-mail interactions
• Full call control capabilities for voice and video calls, including requests for supervisor help
• Optional media termination: the agent can have only the soft phone or use either a SIP hard phone or any device accessible from the SIP domain (eg. cell phone)
• Personal soft wallboard with individual versus team and service productivity as well as queue status
• Business application integration per service via URL invocation with parameters (ANI, DNIS, sessionID) or integrated with leading CRM solutions
• Multiple simultaneous sessions handled
• Wrap-up control via timeout and/or agent indication
• Ready/ not Ready control (with not ready reasons) per service

Existing corporate systems can be integrated into OneAgents Agent Scripts; all that is required is the URL of a web page hosted in a web server that supplies all the required information.

In this IP Contact Center architecture, agents and supervisors may be located anywhere, linked through an IP connection. Contact Centers using this architecture are not limited by geography they can be located in multiple sites, with remote supervision, while keeping a single queue per service and centralized management.

OneSupervisor is a web-based tool that allows remote supervision and administration - a requirement for new business models in the contact center arena, such as co-sourcing and hosted or distributed contact centers. OneSupervisor provides:

· Global real-time view across the agents and services under supervision, with key performance indicators

· Special call control features such as listen-in, whispering and conference, in order to help the agents during the call and to monitor their work

· Multiple user-defined profiles for each role (such as supervisor, business administration and system administration)

· Tools to manage and control agents and teams under supervision, such as agent assignation to teams and services, agent and team productivity, agent status and skills

· A variety of dialing methods, such as Power Dial, Preview and Predictive

· Do not call lists, in order to comply with regulations

· Outbound list management, optionally imported from external sources

· Automatic rescheduling of unsuccessful contacts.