Clarisense provides a complete IP-based Contact Center solution for organizations who want to enhance customer interactions and

increase agent productivities on a low cost capital expenses and operational expenses.

iCentra Contact Center

Product Brochure

www.clarisense.co.id

iCentra Contact Center (iCC) 1.2

Overview
A Contact Center is a critical component of modern companies, and should be included in the business strategy. A Contact Center helps route customer supports to the next available agent or most appropriate person in a specific department based on interactive menu options. Contact Centers also use an automatic dialer to call prospective contacts. i-Centra provides a cost-effective Contact Center solution for companies who want to deliver best services to their customer. i-Centra can be deployed as a small scale Contact Center solution and a high capacity system while providing a high quality of service. An easy and flexible system maintenance and troubleshooting is provided by an intuitive webbased application for an administrator. The solution can leverage an existing PBX system or build a new Contact Center system. Reduce Cost of Investment: i-Centra is developed in house using an open source platform (Operating System, Databases and Program Applications) makes a low cost for investing a Contact Center system. There will be no additional cost for software licenses. Increase Revenue Opportunity: i-Centra is an intelligent Contact Center system with fully rich features. This enables a customer service to serve customers more effectively provides a high level of customer satisfaction. The automatic dialer will capture more customers because the dialing system is handled by machines.

Key Features
Powerful and Customizable Computer Telephony Integration (CTI) for voice and data integration Flexibility Automatic Call Distribution (ACD) for call routing schemes: Skill-based, Round Robin, Least Recent, Fewest-calls Script-based and easy configuration Interactive Voice Response (IVR) Predictive and Progressive Dialer for Telemarketing or Tele-survey Call Recording to record and archive the transaction between agent and customer with searching feature based on date, time or phone number Attractive Wallboard Display for agent status and customer handling information

Benefits
Easy Integration to Existing System: i-Centra provides an easy integration between Contact Center system with existing system including IP-PBX system, Softswitch system and Analog system. Customers which are connect to the system with both analog or IP infrastructure can access Contact Center system directly. Better services to customers: i-Centra allows business to delivers a better service to their customer through a 24 hours system available. This system will improve customer satisfaction by delivering a complete and flexible system to handle customers problems. Improving employee productivity: i-Centra provides an automatic and advanced system in handling customer, allows employee to handle customer based on computer system. Easy Administration: i-Centra provides an easy tool for system administration. System configuration, management, maintenance and monitoring can be accessed through a web-based operational support system (OSS).

Agent & Supervisor Desktop

Agent Desktop
Clarisense delivers both Windows-based and Linux-based Agent Desktop applications make organizations flexible and easy to install the software on their existing operating system. The software consists of softphone and pop up screen applications make the organizations do not need to invest more for additional telephone hardware. The Agent Desktop software comes with an attractive GUIbased applications. It is easy and simple for agents to operate the softphone application by clicking the buttons using mouse. The agents could explore and browse all information within pop up screen application as easy as browse world wide Internet.

Supervisor Desktop
Supervisor Desktop has administration and management features more than Agent Desktop for supervising the agents activities. Features of the software application are described as follows: Agent Monitoring allows supervisor to monitor agent status to know whether agent is handling call, away from the desktop or other status specified by agent Call History allows supervisor to view the details of previous incoming and outgoing calls Complete Reporting and Statistic in an interactive webbased system to report the information about handled calls, not handled calls and average calls Instant Messaging (IM) allows supervisor to chat and conference with agents or to support an agent who needs help Interactive Web-based Administration for system configuration, management, maintenance and monitoring Queue Management allows supervisor to configure agents group and policing when the load on an agent group increase Reminder System will remind supervisor to do a definedjob at a periodic time or at once time Remote Login allows supervisor to login from a remote location in branch offices via Internet/VPN connection

Call History allows agents to view the details of previous incoming and outgoing Call Transfer allows agents transfer call to another agent, supervisor or office staff Instant Messaging (IM) allows agents to chat and support one another with managed and controlled features; This IM support multi-party conferencing Reminder System will remind agents to do a defined-job at a periodic time or at once time Remote Login allows agents to login from a remote location in branch offices via Internet/VPN connection Softphone for agents to answer/make calls, transfer calls, hang up calls and perform ready/After Call Work (ACW)/Auxiliary (AUX) status Web-based Pop-up Screen provides complete information about the Customer or Customer Relationship Management (CRM) application

Silent Monitoring allows supervisor to barge into an agent conversation to monitor the customer service quality Softphone allows supervisor to act as an agent; to answer/ make calls, transfer calls, hang up calls and perform ready/After Call Work (ACW)/Auxiliary (AUX) status

Inbound & Outbound Contact Center

Inbound Contact Center
Inbound Contact Center is a service that support calls received from a customer. This system typically use interactive voice response (IVR) to guide customer connecting with database system or available agents. CTI Server module provides a customizable desktop applications and seamless connection to multiplatform databases. User Interface module provides an interactive web-based applications for agents. Inbound Contact Center can leverage an existing analog PABX or build a new Contact Center with a low cost investment. This system can be connected easily to analog PABX through a digital connections (E1/T1) or analog connections (FXS/FXO). Inbound Call Systems are primarily use for Customer Service, Marketing and Sales, Technical Support or Helpdesk, Inquiry Service and Billing Information. Automatic dialer typically using progressive or predictive dialer. Progressive dialer provides agents a set amount of time to review about the contact before automatically dialing the outbound call. When the dialer meet a busy call or cant meet with customer, the dialer can repeat dialing the customer in the next time depend on their configuration. A predictive dialer leverages a CRM or database system in order to place outbound calls to targeted customers. Once a contact to customer has been reached, the calls is immediately routed to available agent, simultaneously providing agent with the contact information. Predictive dialer is suited for telemarketing to catch customer as many as possible. The contact center can be integrated with CRM like SUGARCRM. From contact menu, an agent can easily contact the customer by clicking the click-to-dial icon beside the telephone number.

Outbound Contact Center

Outbound Contact Center is a service that provides outgoing call to customer based on manual or automatic dialer. Manual dialer typically using preview dialer provides opportunity for agents to review about contact information and allows agents to choose when to dial that contact. During the preview time, agents may edit or lookup additional information about the contact in other applications.

Inbound & Outbound Contact Center

In Inbound and Outbound Call, agents can receive inbound calls as well as make outbound calls. Agents easily can login as an inbound agent or an outbound agent. Administrator or supervisor can assign agents to both inbound and outbound system using a web-based administration system. Inbound and outbound call will increase the agents productivity by minimizing agent idle time. This system utilizing both ACD system to route customer calls to agents and Automatic Dialer to setup outgoing calls to customer. Using Progressive Dialer, agents have opportunity to review about contact details; while using Predictive Dialer, the speed of outgoing calls is adjusted automatically depending on factors such as agent idle time and call drop rate. In the condition inbound calls decrease, agents can switch to outbound call system. In the condition inbound calls increase, agents can switch to inbound call system. This help to increase agents productivity.

Reporting & Statistic and Application

Reporting & Statistic
Clarisense provides a complete Reporting & Statistic feature on a web-based application like Internet Explorer, Mozilla Firefox or Opera. Supervisor or Manager could access this feature from a local area or a remote area easily as long as they connect to the Internet. From the pages of the Reporting and Statistic, Supervisor or Manager could access any information as follows: Login Time: provides information when an agent start login or how many times an agent login to Agent Desktop in an hour, a day, a month or a year Call Handling: provides information the number of calls handled by an agent Ready Time: provides information the number of ready time of an agent Waiting Time: provides information the average time for an agent could handle the next call Occupation Time: provides information the total occupation time for a trunk channel Contact Ratio: provides information the precentage of calls handled by agents compared to the number of calls enter to the queue IVR Time: provides information the average time a call is in IVR or Interactive Voice Response menu Offered Call: provides information the total call are in the queue Abandoned Call: provides information the total call not handled by agents Answered Call: provides information the total time of call handled by agents

Application: Multiarea Contact Center

Clarisense provides an integrated Contact Center solutions between head office and their branches through a cost effective IP Telephony infrastructure. The call server just is installed in the head office, and then agents can be distributed in multiarea through IP connections. Agents application simply be registered to the call server in head office, so there will be a seamless connection between local agents and remote agents. This will simplify their system management that is can be done in each location or centralized in head office. This Multiarea Contact Center provides many benefits to company who wants to deliver best services to customer while the investment of them is reduced. The Contact Center can be integrated to existing PABX in both head office and branch office so there will be no addition investment on telephony infrastructure in both head office and branch office. Just add VoIP gateway in each area, the VoIP communication can be delivered between head office-branch office or branch office-branch office. The gateway capacity and bandwidth requirements depend on the number of simultaneous calls will be deployed in those area. The Contact Center operations can be managed remotely from any location as far as connect to the Internet. By applying a low bit rate codec such as G.729, bandwidth requirement for a voice channel is only 20 kbps. The alternative codecs and their bandwidth requirement are GSM (38 kbps) and PCM (100 kbps).

Contact Information
To find out how Clarisenses product and solution can help your organization, please contact us at: Phone Fax Web Email : +62-22-2505349 : +62-22-2505349 : www.clarisense.co.id : info@clarisense.co.id, sales@clarisense.co.id

www.clarisense.co.id