® IT SOLUTIONS a TDS® Company Contact Center Interaction Manager Make every customer contact count There’s no greater predictor of a A wealth of features business’s future success and sales than a With a customized CCIM system from OneNeck IT Solutions you’re assured of: highly satisfied customer base. But thanks to all the different ways customers can interact with your company, it’s more complicated than ever to keep them satisfied. Which is why having a state-of-the-art customer contact center is more important than ever. n D elivery of each contact to the most appropriate resource anywhere in the enterprise n C omprehensive customer profiles using contact-related data n S egmentation of customers, and monitoring of resource availability n R outing to the most appropriate resource to meet customer needs and conditions n P resence integration to increase caller satisfaction through improved agent performance The center of satisfaction OneNeck® IT Solutions Contact Center Interaction Manager (CCIM) is a business management tool that allows companies to make real-time decisions to enhance customer interactions. Based on a Cisco UCCE call center environment, CCIM is built on four technologies that use object-oriented strategies to seamlessly interact with each other: nA database (via MySQL Server database) nA n nA IVR CVP Application Template (via Cisco’s UCCE CVP Studio) In addition, you can smoothly integrate inbound and outbound voice applications with Internet applications, including real-time chat, web collaboration, email, and social media. This integration helps single agents support multiple interactions simultaneously, regardless of which communications channel the customer has chosen. web-service Interface appliance (via Java/Spring) nA GUI http front-end (HTTP Interface application with integration to IE9 and above) OneNeck IT Solutions’ CCIM delivers intelligent contact routing, call treatment, networkto-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure. Ultimately it’s designed to enable business users to manage customer interactions with greater effectiveness, efficiency, responsiveness and flexibility. OneNeck’s Contact Center Interaction Manager allows companies to make real-time decisions to enhance customer interactions. Keep the customer satisfied About OneNeck IT Solutions When you deploy Contact Center Integration Management from OneNeck IT Solutions you’ll find that it: OneNeck IT Solutions offers a full suite of cloud and hosting solutions, managed services, ERP application management, professional services, IT hardware and top tier data centers. OneNeck is a high-performance, integrity-filled team of technology professionals managing secure, world-class IT infrastructure and applications. The goal of OneNeck is to help customers adapt to changing technologies and thrive during the deployment of new, enhanced IT solutions. n E mpowers business managers to make decisions without engaging IT such as: • Make real-time holiday and business hours changes • Turn on/off ambush messaging • Make real-time predictive intelligence decisions • Make real-time routing changes • Create and deploy IVR recordings n U ses predictive intelligence to have relevant conversations with customers n C ollects detailed call records about who is calling, how frequently, and why n S ends email notifications to business managers when IVR call activity reaches pre-determined thresholds n P rovides post-call CSAT survey notifications in minutes rather than days n P rovides an integration platform to backend platforms and middleware OneNeck IT Solutions delivers solutions that are built on high availability infrastructure, supported by exceptional customer service and backed by the financial strength of Telephone and Data Systems™, a Fortune 500® company. This combination allows OneNeck to offer a comprehensive solution based on proven products and services to meet the strategic and tactical needs of the most demanding mid-market and enterprise companies across the country. Highly certified engineers, strategic partnerships with global technology leaders and world-class infrastructure uniquely positions OneNeck IT Solutions to deliver tailored end-to-end solutions for your business. How we work Typical engagements start with high-level discovery sessions about the nature of your existing call center environment and goals of your organization. An outcome of these meetings is a scheduled or phased implementation approach to the new environment. Once this has been established, there are dual efforts taking place at the same time: n T he alignment of technical solutions to business requirements which includes an analysis of necessary hardware, software and training n C all-Flow Design, CCIM Integration Design and Reporting Meetings. The design and reporting meetings are led by our business analytics team members who interview client business managers, call center supervisors, agents, subject matter experts (SMEs) and business intelligence resources. Depending on the client’s needs and the complexities of the environment this can take anywhere from a matter of weeks to a few months. The resulting outcome from these sessions is detailed call flows, reporting, and CCIM Input spreadsheet documents of business requirements and a plan to implement a customized solution for your business. Brandmark: ® IT SOLUTIONS a TDS®Company Call 855.ONENECK | Visit www.OneNeck.com ©2014 OneNeck IT Solutions LLC. All rights reserved. All other trademarks are the property of their respective owners. Fonts: Amelia Part # PROFSVC_SSMSNISA_0514_v1 BRYANT MEDIUM Myriad Pro