Reliant Octel 300 Specifications download pdf (Page 242)

IP Office Product Description

IP Office 4.2

Page 242

Issue 18.b.- (08 July 2008)

SBCC

Small Business Customer Service Overview

Contact Centers are a requirement at nearly every level of business, from very small informal groups of 5 or

10 “customer service reps”, to large formal campaigns that can involve thousands of agents.

However, customers in the small business market are generally very nervous about making such a high profile

investment in a “contact center solution.” They require a “business intelligence solution” that deploys easily,

can be managed with very little training, and can provide statistics on each segment of the business. Small

Businesses also do not have the resources for extra IT staff to administer databases, servers, etc, so they

need a solution that can be easily understood by their own employees. It should operate as a service to each

of the clients.

SBCC Concept

SBCC is Avaya’s new server based contact center product designed explicitly for small businesses. Drawing

upon the latest web and design technologies the SBCC introduces significant new capabilities to effectively and

efficiently manage a multi-site call center environment. The product focus is on ease of use and deployment

simplicity to ensure improved ongoing productivity and lower support costs.

In its native web server environment the SBCC can be simply installed onto a single server without the need

for any client software deployment. Administration and management of the call center is carried out via a thin

client through a secure password protected web browser session.

In recognition of the need to monitor and report upon agents in disparate locations the SBCC now includes the

capability to provide coverage of call center activity across a Small Community Network (SCN). A suitably

licensed IP Office node in a SCN network can now be monitored in real time and reported upon by way of one

of the seven new reporting templates that are included as part of a simple yet powerful reporting package.

SBCC Key Features

· Real time Call Center activity monitor and historical reporting across a SCN network.

· Microsoft server based with thin client (web browser) client connections.

· Simplified installation and maintenance.

· Seven reporting templates provide drag and drop and user defined filter functionality.

· Three customizable Supervisor views and summarized Agent view.

· Report Scheduler.

· Real time scrolling alarm bar.

· Multi-lingual capable.

· Supports up to 30 Supervisors and 150 Agents.

· IP Office 4.2+ platform support.

· Removal of CCC highest numbered group rule.

SBCC Business Benefits

· Lower TCO

SBCC provides small businesses with a web based contact center measurement tool, producing cradle

to grave reporting in an easily understandable format with no client software to load.

· Standards Based

SBCC uses standards based applications, such as Microsoft SQL 2005 Express, and supports all major

web browser software, to provide small business installers with greater flexibility in deployment.

· Ease of Use

SBCC’s real-time charts can be customized by the user in the manner that suits their business best,

with historical reporting templates that allow the business to filter on the type of date they want to see.

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Reliant Octel 300 Specifications Page 242

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