Professional Documents
Culture Documents
Agent Applications
Desktop Manager Real Time Messaging E-mail Agent IP Agent Desktop Manager Toolbar
Web Agent Directory Outbound/Scripting Recording DDE COM
Management Applications
Internet Suite Creator Real Time Interface Information Mngr Configuration Mngr Report Manager
Platform
Agent Directory
2
E-mail message window Real Time Information
3
Configuration Manager window Centralized management for multiple sites
Features:
• When call volumes become high
OAS with
enough in one center to trigger hold
OAS OAS with
with Call Call time alarms, user-configured thresh-
Media Control Control old settings will enable the call to be
only only diverted to another contact center.
ISDN VPN
4
Report Manager - System Overview window Report Manager - Call Details window
Features:
• Multimedia real time informa- Information Manager - Service Groups window
tion where supervisors can
view contact center activity
across voice calls, web chat,
and e-mail, as well as perform-
ance and traffic alarms, as it
happens.
• Wall Display Management
ensures that the staff is aware
of the current contact center
activity status. Information Manager - Service Group Detail windows Information Manager - Agent Groups Agents window
5
Script Manager main window
Self Service Group: • Easy to create complicated call flows Virtual Agent
with Graphical Call Flow
Serving customers with Presentation.
Allows the contact center to automati-
flexibility and options cally answer customer inquiries quick-
• Call Flow Templates to aid in applica- ly and accurately using a knowledge
This unique group of tools provides tion development. base of answers, minimizing costly
customers with outstanding operations agent interaction. The Virtual Agent
• Provides integration support with
while bringing self-sufficiency to the integrates seamlessly with any Web
Back Office trough database access
contact center, enabling organizations site, enabling customers to type their
via ODBC, Basic and Java scripting
to create customized interaction flows queries in natural language (English
as well as C-hooks, and complete
to suit their needs, at the same time only), with the Virtual Agent respond-
component libraries.
provides 24 hours round-the-clock ing instantly with relevant, accurate
service, while allowing valuable agent • Information derived through IVR and answers. The Virtual Agent is not con-
resources to focus on premium cus- sent to agents through Screen Pop. fined to text-based response; it has
tomers. This improves the quality of each the ability to push web pages or
transaction by presenting relevant stream multi-media demonstration
customer information to the agent. that will enhance the customer’s on-
Script Manager line experience.
• Input Information Format: ASR, Dial
Interactive Voice Response (IVR) is one Pulse Detection, DTMF for increased Customers get fast, efficient customer
of the most powerful telephony appli- flexibility. service and the security provided with
cations available today. IVR enables optional password authentication.
callers to access an organization’s
database via their telephone. Script
Manager is an integrated Interactive
Voice Response application that is
used to build and manage scripts that
can accurately identify the needs of the
customer prior to the customer being
allocated to a Solidus eCare™ agent.
Features:
• Automatic Speech Recognition pro-
vides faster and more efficient phone
based interactions.
• Text-to-Speech offers text-based
content over the telephone resulting
in increased productivity and cus-
tomer service.
• Enables calls to be routed based on
historical stored data.
6
Auto E-mail Response
By resolving the bulk of routine Solidus eCare™ Minimum Mode (1024 x 768 recommended)
inquiries, live agents are free to pro- with 256 colors
vide more value-added services to
Requirements
1 GB RAM
premium cus-tomers.
PBX A mouse or other pointing device that
Features: is 100% Microsoft compatible
MD110
• Ability to push web pages, files, (BC11 with SP13, BC12 with SP2) DVD-ROM drive
presentation material and advertis-
Hard disk space of at least 4 GB
ing information so the customer can Platform
receive the most comprehensive Ethernet Network Interface Card
Open Application Server (OAS) 2.5
information.
with Service Pack 5 or later
Solidus eCare™ Client
• Fully customizable client to maintain
Open Application Server (OAS)
the look and feel of the company’s * A Pentium III 800 MHz or better,
existing web site. The Open Application Server 2.5 is an Windows 2000/XP compatible PC
advanced multimedia platform for
• Natural Language, Pull down menu, An SVGA monitor that can be config-
Enterprise CTI that combines call and
and Keyword Interface. ured to display in High Resolution
media control. It allows CTI applica-
Mode (1024 x 768 recommended)
• Automatic Escalation to Human tions to monitor telephones as well as
with 256 colors
Support with Skills-based routing. media resources through one single
API. Windows applications that are 256 MB RAM (Note: Desktop
Auto E-mail Response compliant with TSAPI can execute call Manager can also run on a PC with
control commands to the MD110 PBX 128 MB of RAM)
A big complaint today is that e-mails
in the same manner as with One communication port available for
sent to companies are either not
ApplicationLink. wall display connections if wall dis-
answered or take days to respond.
With Solidus eCare automatic e-mail plays are to be used
Capacity and Limitations
response, customer inquiries can be
A mouse or other pointing device that
responded immediately, with accurate For agent outbound calls, it is recom-
is 100% Microsoft compatible.
information, minimizing the need of mended that no more than 3 concur-
more costly live agent contact. rent campaigns and 5000 customers DVD-ROM drive (If not installing from
per campaign be run. It is also recom- a network drive)
Features: mended that the master customer list Hard disk space of at least 2 GB
does not exceed 15,000 customers.
• Intuitive knowledge base that is
Ethernet Network Interface Card.
capable of performing intelligent
Hardware Requirements
content search of incoming e-mails.
The content of the e-mail is ana- Solidus eCare™ Server
lyzed and a proposed answer from
* A Pentium 4 2.4 GHz Windows
the database is automatically
2000 compatible PC.
issued.
An SVGA monitor that can be config-
ured to display in High Resolution
7
Visit us on our website
www.ericsson.com/enterprise
XBS ComPrint
***** The required software is included on the
Solidus eCare™ Application DVD. However,
licenses for the ServletExec 5.0 must be
purchased separately. Consult
http://www.newatlanta.com for more details.
Nordic
Ericsson Enterprise
LM Ericssons väg 8
SE-126 25 Stockholm
SWEDEN
Phone: +46 8 568 67 000
enterprise.nordic@ericsson.com