EXTRATEGIA DE COLABORACION D. José Ramón López Alemany “Centralitas digitales” OPNATEL D. José Ramón López Alemany

PLAN DE MEJORA Dentro de los Planes de Mejora que propugna la norma ISO 9001:2000, está el desarrollo y la mejora de la tecnología que soporta el negocio. Por otro lado, una posible ampliación de las actividades del Call Center (Centro de Llamadas) consiste en dar el servicio de Operación Telefónica a los Ayuntamientos que no disponen de ese servicio. Se están realizando pruebas piloto en orden a conjuntar ambos aspectos. Los resultados son positivos. Queremos mejorar el Call Center y pasarlo a un Contact Center que soporte múltiples canales, no solo el servicio de atención de llamadas sino también: Fax, e-mail, Web, etc.

Beneficios del Contact Center Arquitectura IP. Independencia de ubicación Desarrollo rápido de nuevas aplicaciones Suministro y mantenimiento de una única red. Un único punto de administración del Contact Center Mejora de la atención a clientes Contenido dinámico a clientes en espera. Unica Base de Datos de Información. Datos asociados en ventana emergente. Conserva el valor de las inversiones efectuadas al ser compatible con la tecnología tradicional de Call Center, permitiendo una migración paulatina a IP. Customer service is enhanced through caller identification and segmentation -we route each caller based on real time information, play them dynamic content while they wait and send the agent a screen pop when they arrive. A single set of business rules govern customer contact regardless of channel reduces management and administrative requirements. The IP Contact Center’s IP Architecture allows for remote agents, rapid deployment of new features and functions and the cost savings of deploying and maintaining a single network. Finally, Cisco solutions leverage your existing technology investments enabling you to adopt New World interaction modes at your own pace.

¿Porqué un servidor de FAX? Hoy día las comunicaciones de clientes se producen por medio del teléfono y el Fax. Su funcionalidad consiste en recibir los Faxes y entregarselo a su titular. También mandar Faxes en grandes cantidades. El servidor de Fax es una herramienta bastante conocida en el mundo empresarial. Su inclusión en un Contact Center es inmediata y sus ventajas pueden ser percibidas con gran prontitud. Cisco provides a comprehensive solution to meet your requirements for email response management. Flexible = Numerous system settings and options allow system to be configured to meet desired customer service goals across an enterprise. Extensible = Open standards allow for integration with existing corporate systems. Highly scalable = Modular architecture allows for distributed deployment and parallel rule processing; multi-threaded design exploits multi-CPU system. Processes free-form e-mail and/or structured forms Analyzes messages using a sophisticated yet easy-to-manage rule logic Can auto-acknowledge and/or auto-respond (using pre-defined templates) Routes the message to the appropriate response team or to a particular agent (with any suggested responses) Provides the agent with an interface that facilitates quick, knowledgeable, and personalized response (w/access to correspondence history, internal notes, template libraries) Provides supervisor with the information and tools to ensure service levels are met Maintains threaded message history within the database; provides reporting tools to track system, group, and agent performance Programmed in Java and portable C; currently available on NT; Solaris version (mid-year 2000) Single Vendor Solution from Cisco: Product available stand alone or in conjunction with Cisco ICM software for integrated handling of all media types within the contact center.

¿Porqué un servidor de e-Mail? Hoy, el 25% de las comunicaciones de clientes se produce a través del correo electrónico Es un complemento del servidor de Fax. Forrester Research predice que el volumen de tráfico de e-mails crecerá un 600% en los próximos dos años Giga Information asegura que el e-mail crecerá hasta representar el 38% de los contactos de clientes en el 2004 Cisco provides a comprehensive solution to meet your requirements for email response management. Flexible = Numerous system settings and options allow system to be configured to meet desired customer service goals across an enterprise. Extensible = Open standards allow for integration with existing corporate systems. Highly scalable = Modular architecture allows for distributed deployment and parallel rule processing; multi-threaded design exploits multi-CPU system. Processes free-form e-mail and/or structured forms Analyzes messages using a sophisticated yet easy-to-manage rule logic Can auto-acknowledge and/or auto-respond (using pre-defined templates) Routes the message to the appropriate response team or to a particular agent (with any suggested responses) Provides the agent with an interface that facilitates quick, knowledgeable, and personalized response (w/access to correspondence history, internal notes, template libraries) Provides supervisor with the information and tools to ensure service levels are met Maintains threaded message history within the database; provides reporting tools to track system, group, and agent performance Programmed in Java and portable C; currently available on NT; Solaris version (mid-year 2000) Single Vendor Solution from Cisco: Product available stand alone or in conjunction with Cisco ICM software for integrated handling of all media types within the contact center.

¿Cómo integrar el servidor e-Mail en el Contact Center? Debe ser un Gestor de Respuestas de e-mail, flexible, y escalable Reciba mensajes entrantes Efectúe análisis de los mensajes Envíe respuestas automatizadas Enrute hacia agentes de respuesta Suministre herramientas de gestión de mensajes Suministre herramientas de gestión de colas Tenga un mecanismo de Seguimiento/Archivo de mensajes Soporte Multi-plataforma NT Solaris Sea parte de la solución del Centro de Contacto multicanales proyectado. Cisco provides a comprehensive solution to meet your requirements for email response management. Flexible = Numerous system settings and options allow system to be configured to meet desired customer service goals across an enterprise. Extensible = Open standards allow for integration with existing corporate systems. Highly scalable = Modular architecture allows for distributed deployment and parallel rule processing; multi-threaded design exploits multi-CPU system. Processes free-form e-mail and/or structured forms Analyzes messages using a sophisticated yet easy-to-manage rule logic Can auto-acknowledge and/or auto-respond (using pre-defined templates) Routes the message to the appropriate response team or to a particular agent (with any suggested responses) Provides the agent with an interface that facilitates quick, knowledgeable, and personalized response (w/access to correspondence history, internal notes, template libraries) Provides supervisor with the information and tools to ensure service levels are met Maintains threaded message history within the database; provides reporting tools to track system, group, and agent performance Programmed in Java and portable C; currently available on NT; Solaris version (mid-year 2000) Single Vendor Solution from Cisco: Product available stand alone or in conjunction with Cisco ICM software for integrated handling of all media types within the contact center.

¿Porqué un servidor de Web en un Contact Center? El Contact Center facilita información y servicios El sitio Web facilita información y servicios Slide Builds. Position CCS as a solution that merges the distinct, but functionally similar, call center and web presence. These two spaces are joined by a communications channel of either voice or chat El Contact Center+ Web Server los une mediante voz o chat de texto

Contact Center+Web Server CONEXIÓN MEDIANTE BOTÓN DE AYUDA Añadir el contacto humano a la Web Convertir navegantes en utilizadores del servicio. 50% de los navegantes visitan 3-5 sitios antes de tomar una decisión Mejorar la fidelidad de clientes El Cisco Collaboration Server permite a los agentes de un contact center compartir información -- incluyendo Web pages, formularios, y aplicaciones -- con clientes sobre la Web mientras se mantiene una conversación telefónica o chat a través de un browser convencional. De este modo el cliente tendrá respuesta inmediata mediante una navegación guiada, gráficos o aplicaciones. Sólo un 2% de las empresas proveen asistencia en vivo a través de este canal, mientras que un 90% de los clientes prefieren una interacción humana. Esta circunstancia apunta a la ventaja competitiva que este tipo de servicio aporta a las empresas.

Arquitectura de los Contact Center Collaboration Server DMZ Cliente Web IP-IVR/ IP-Queue Manager Agent PG Routing PG Email Manager IP Phones Agentes V Cliente Voz CallManager This Diagram shows the IP Queue Manager in a Multi Media IPCC deployment. The first build shows CallManager components. The next shows the ICM components and Queue Manager (or IP-IVR) being added. “At this point we have a voice contact center. To web-enable it we need to add the Cisco Collaboration Server.” The next build shows the Collaboration server being added. “And to handle email needs, Cisco Email Manager is added” Voz IP Voz TDM Control Llam. Datos CTI