Contact Center

CASCO Contact Center

CASCO Contact Center provides a complete desktop productivity tools and components designed to enhance a user’s supervision and control. CASCO application enables customers to control telephone calls (incoming and outgoing), internal text chatting and display contact related information from a personal computer.

1- System Features:

The System will help companies with mission critical customer support to:

• Better Receive/Handle (follow up)/Solve customer problems.
• Enhances agents’ response time and productivity.
• Gain more control on your overall customer support system (the system can be interfaced with your existing customer support system (most windows application)).
• Easily manage service groups (Sales, Networking, etc…).

2- Server Component

CASCO Server component is a windows-based Computer Telephony Integration

(CTI) application, it handles all incoming customer calls performs a pre-specified Agent

Routing Mechanism (ARM), for optimized customer service, the server will can also identify customers either via the Caller ID (optional), or by getting a PIN number from the customer. The customer information is then passed to the agents who are classified as the best agents for that customer. A major feature in the system is that it enables the use of user tailored scripts (for ARM), on a specific channel or on all channels. The following are some special features in the server component:

• Each channel can execute either a global or specific script.
• The customer will be prompt to leave a voice mail message if no agents were able to receive his/her call.
• Online supervision of all channel status, and agent status.
• Customized settings for PABX’s, Calendar, and more….

3- Agent/Supervisor Desktop Component

CASCO Agent/Supervisor desktop component is a windows-based client (Supported

Microsoft Windows operating systems 98, NT4, Windows 2000, XP or 2003), that supports contact center functionality, logging into the system (queuing), identifying and answering calls, and managing connected calls. The system logs all agent activities, interactively display them (online) in the supervisor screen to enable the supervisor better monitor agents performance.

The supervisor screen contains five major components:

• Calls Grids (Received, Abandoned Calls).
• Wall Board like bar to display (Answered, Abandoned, Queue, and Abandoned Call Rate).
• Call Traffic Bar Chart which enables the supervisor to see call distribution and identify the rush hours.
• Online Status Display for:
• a. Agents:

  Displays the current agent status as follows :

  • Idle.
  • Break (with break reason).
  • Ringing.
  • Talking (Customer Name is Displayed).
• b. Channels:

  Displays the current channel status (Idle, Customer inside the Queue, Customer Talking to an Agent).

• c. Messages:

  Recent voice mail messages left with customer name, date, and time of message, also old messages are displayed. The user can listen to any message simple by clicking on the message and then press the play button in the tool bar to listen to the messages in his/her PC. The supervisor can see agent Voice Messages (see the following figure), and can listen to these messages without being able to neither mark it as read nor delete it.

• A Status Bar that indicates:
  • User name.
  • Current extension.
  • Server connection status.
• Text Messages for Agents/Supervisors to easily communicate without the need to put the customer on hold, agents/supervisor can even Broadcast messages to inform all logged in agents with any new instructions. The system enables the system administrator to assign supervisor permissions such that when the agent logs in the system will display all information related to the agent’s permission (i.e., the normal agent will not be able to see online status of other agents and channel

Reporting Tool, the system contains many reports (Detailed, Summary, Graphical, and Analytical). This reach set of reports allows the supervisor tofully characterize the performance of all agents. The system has more than 30 standard reports, all reports are both real-time and historical.

Reporter screen with sample reports

MIS Reports:

System reports are grouped in four groups, as follows (including some of their sub-reports):

1- Detailed

• Agent Activity Log Report.
• Agent Incoming Calls.
• Customer Incoming Calls.
• Customer Detailed Incoming Calls.
• Not Allocated Customer Calls (in case of agents are sorted as preferred/non-preferred)

2- Summary

• System Daily Performance.
• System Daily Performance By Agent.
• Break Time By Agent.
• Agent Activity Log Summary.
• Customer Calls Summary.

3- Graphical

• Agent Calls.
• Agent Login Duration.
• Customer Calls.
• Customer Talk Duration.
• Customer Hold Duration.

4- Analytical

• Topx Agent Calls.
• Topx Agent Login Duration.
• Topx Agent Talk Duration.
• Topx Customer Calls.

Software Requirements:

Server Module:

Microsoft Windows 2000 Server.

Microsoft SQL 2000 Server.

Client Module:

Microsoft Windows (98, NT, 2000, XP).

Hardware Requirements:

Server Module:

Intel P4 processor.

512 MB-RAM.

60 GB HD.

Agent Module:

Intel PIII 550 or higher.

256 MB RAM.

60 GB HD.

Casco Call Center Module (CCCM):

a. Interface: The CCCM can be easily integrated with all PBX’s via Analog, Digital

or SIP extension interface, such that going from legacy TDM to new VOIP

systems will not impact the existing CCCM solution, thus protecting your

investment and minimizing the impact of upgrade on your business.

b. Script Based: All of CCCM functionality and call flow can be easily managed

via a powerful proprietary scripting language. This also enables each channel to

execute either its own script or a common script.

c. Flexible ACD: With CCCM you can either use on of the many existing ACD

schemes or you can define your own scheme.

d. Basic CRM Module: CCCM contains a basic CRM module, where you can add

all your customers with their phones. This module also enables the agent to

add any comment (note, complain, …) while he/she is talking to the customer.

e. Third Party Integration: CCCM can easily interface with 3rd party applications

via either direct database interface or via LogicsWare’s SDK, which seamlessly

enables 3rd party to integrate with CCCM.

f. Real Time Supervision: CCCM enables system supervisors to view real-time

the status (idle, talking, break, or outbound-dialling) of both agents and

customer queue(s).

g. Internal Messaging: CCCM enables agents and their supervisors to

communicate via messaging tool, in order to simplify Q&A procedure between

agents and their supervisor without putting the customer on hold, also it will

enable the supervisor(s) to send fast instructions to the agents.

h. Expandable: CCCM can easily grow up when your business grow, wither you

increased your number of agents, or you business requirements are growing up

i. XML Ready: CCCM can use the new features on most of the new VOIP based

telephone sets that supports XML to send the pop-up screen with the required

customer data to the agent’s telephone set

Casco IVR Module (CVRM):

a. Basic Features:

• Auto Attendant Module
• Proprietary Scripting Language
• Supports Multiple Languages, and Sub-Languages

b. Enterprise and SMB Database Support:

• MS-SQL
• MS MSDE 2000
• Oracle

c. Supports CRM integration:

• Order Status
• Account Balance

d. Unified Messaging Support:

• Outbound Email Support
• Outbound Faxing
• SMS Support

e. Automated Service Support:

• Customer Follow up Surveys
• Customer Follow up Reminder

f. Real-Time Reporting

g. SIP Support

h. Add-on Modules (Available Soon):

• Speech Recognition
• Text to Speech