Complete Call Center Solution for Avaya PBX with computer telephony integration, call routing and IVR support

RAP CTI is a complete Call Center solution, providing a core set of CTI functionalities with multiple PBX support, multiple CTI middleware support, multiple databases, multiple CRM packages, multiple IVR support, real time and historical reports. It is an open-architecture and modular platform that allows Call Centers to choose modules based on business needs. For instance, businesses can choose from a combination of RAP CTI with IVR, without IVR and with RAP Router.

Business Benefits of RAP CTI

Improve response time to callers
- Screen pop in milliseconds
- Business data triggered by CTI
  - Agents can complete more calls
Increase operational efficiency
- Agent does not have to validate customer
- Real time and historical monitoring
  - Supervisors can monitor agents real time and ensure quality is maintained
- Business data based reports
Reduce or eliminate hold time
Reduce call length
Handle more calls with the same set of agents
Enhance customer experience thus reducing call abandonment and attrition
Reduce agent training cycle and reduce deployment time

Features of RAP CTI with or without IVR

CTI Features without IVR Connector

Expand all / Collapse all

Telephony events
- Telephony events reflecting the call status on the agent’s extension can be provided to CRM or custom CTI user interface applications
CLI & DNIS
- CLI and DNIS functionalities are provided to facilitate screen pop based on CLI
Softphone
- Softphone functionalities are available
Wrap-up activity
- Agent can set notes on a call, like completion codes or wrap-up codes, to be saved in the database
Customized business data store
- Business data captured during a call can be tagged on to the CTI server and stored in the database for reporting
Customized reports
- Customized reports based on agent call details, agent performance tracking details and business data linked reports can be prepared
Multi PBX & CTI middleware support
- Avaya using DLG and CT Connect
- Avaya using Avaya CT / AES (CVLAN, TSAPI)
- Nortel using Symposium and CT Connect
- Siemens HiPath 4000 using CAP 3.0 and CT Connect
Support for multiple databases
- SQL server 2000, 2005
- Oracle 8i, 9i, 10g
Support for multiple CRM packages
- Finacle CRM
- Clarify CRM
- Oracle CRM
- Microsoft CRM
- Premia – 3i
- Talisma
- Peregrine

CTI Features with IVR Connector - CTI Package with IVR Package

Expand all / Collapse all

Advantages of 'CTI features without IVR Connector'
- All the features of CTI without the IVR connector are available with the IVR connector, along with extra benefits
IVR Tracker
- Can track customer trail on the IVR using a menu history feature
IVR trail screen pop
- A customer IVR trail is available to the agent as screen pop data, to judge customer flow and area of problem
Telephony functionalities
- Softphone-like telephony functionalitiesare available for IVR scripts. IVR scripts can transfer or conference customer calls to agents using the CTI telephony interface
Connect to IVR
- Agents can transfer customer calls back to the IVR to specific menu options
Enhanced customized reports
- Enhanced customized reports based on IVR call details, IVR customer tracking details, and business-data linked reports are available
Multi IVR support
- Avaya V7 (MAP 40)
- Avaya V8 (UCS)
- Avaya IR
- Avaya Voice Portal
- Nortel Periphonics
- Dialogic voice boards using applications like CT ADE
Interfaces supported for IVR Connectivity
- Web Service
- Active X DLL
- Sockets
Softphone
- Option of answering or dropping an incoming call
- Option of putting on an active call on hold and retrieving it later
Conference with agents
- Conference calls with customers, agents and / or supervisor simultaneously
Blind transfer to agents / routepoints
- Initiate a blind transfer to a different skill-set or agent
Consult-transfer with agents
- Consult and then transfer customer calls to a different agent or supervisor
Barge-in
- Supervisors alone can avail this facility. They can barge-in to an agent's call, live, and monitor them for quality purposes.
Multiple call appearance
- Option to handle multiple calls at the same time on the same agent extension
Agent login / logout
- Agents can log in to the ACD system of the PBX. This enables a single logon feature when integrating with CRM applications.
‘Not ready’ reason codes
- ‘Not ready’ state changes can be done with specific reason codes to facilitate detailed reporting
Reporting packages
- Reporting packages include real time reports using RAP Ticker Tape for agents and RAP console for supervisors, and the historical reports with Web-based report viewer and report designer
Agent real time reporting - RAP Ticker Tape
- Ticker Tape is a dockable strip of user interface installed on the agent’s desktop. Ticker Tape improves agent performance by providing real time statistics of skills the agent belongs to and his performance over the day. Call centers deploying Ticker Tape will not only see an increase in agent productivity but also an increase in the supervisor-agent ratio. This enables a supervisor to handle a greater number of agents.
Supervisor alerts
- Agents can receive alert messages from their supervisors, on a real time basis, and can also view all previous messages sent by the supervisor over the day
Agent performance statistics
- Agents can view their real time performance statistics for the day. For example: total inbound interactions, total talk time, total ring time, and total hold time. This enables the agent to view his real time performance and improve his performance proactively.
Skill performance statistics
- Real time statistics for agents belonging to a particular group or skill can be viewed. These real time queue statistics help agents view deviations from service levels pro-actively and take corrective actions.
Supervisor real time reporting - RAP console
- The RAP console is the supervisor monitoring tool for the entire Call Center. A supervisor or a Call Center manager can have an integrated or detailed real time statistical view of the Call Center.
Service queue (split / skill) statistics (real time)
- Displays real time statistics of queues
Route point statistics (real time)
- Displays real time statistics of route points
IVR statistics (real time)
- Displays real time statistics of IVR ports
Agent queue specific statistics (real time)
- Displays real time statistics of agents belonging to a specific queue. The detailed view enables a supervisor to view agents' performance on each skill level separately and monitor them on a real time basis.
Workspace
- Workspace features give a supervisor a lot of control on what he or she wants to view. A supervisor can view different entities (agents, skills, VDN's) and arrange them accordingly in his control workspace. Then, for each entity he can add or remove reporting columns and select the reporting elements he needs to monitor, depending on his business needs.

CTI Features with RAP Router - CTI Package with Router Package

Expand all / Collapse all

Advantages of 'CTI without IVR connector'
- All features without the IVR connector are also available with the IVR connector along with extra benefits
Collect digits
- Capable of collecting digits entered by the customer on an announcement board
Intelligent routing
- Based on information gathered, using CLI, DNIS or the customer ID collected as digits, routing scripts can be executed to find the best possible agent or agent group to route the call
Route calls to previous agents
- Intelligent routing can be provided based on information gathered, either by using CLI, DNIS or the customer ID collected as digits. Routing scripts can be executed to find the best possible agent or agent group to route the call
Set call data on router
- Data can be set at the router to guarantee a CTI screen pop with the customer’s details on the agent’s desktop, on call transfer

Historical Reporting

Historical reporting monitors and records all activities of requests in a Call Center. It helps in analyzing and improving the performance of the Call Center. It helps to streamline operations by finding bottlenecks in traffic, agent skill sets or call flow, and manages Call Center facilities and personnel by measuring critical reporting elements like

Time to abandon and answer
Longest wait time in queue
Call handling time and service level of queue

Expand all / Collapse all

Different entities – reporting calculated and captured for several entities like
- Agents
- Service queues (split / skill)
- Route points
- IVR (IVR as a box, IVR based on extension and IVR based on application)
- Agent extension
- Agent queue
Data available in four time formats
- Hour (minimum 15 minute interval)
- Day
- Week
- Month
Interaction basis for different entities
- For cradle-to-grave reports, this is a very important feature. For each customer, call reporting data is captured across entities for the whole life cycle of the call. This customer call can also be lined with business data to facilitate reports based on business data treated as an input
Tagging business data
- Business data or CTI data captured using the CTI engine can be set on the reporting system to be stored as reporting data. Call center reports can be obtained on a call-to-call basis by providing customer's ID instead of trying to trace the customer from a call
Service level reports
- Service level reports are available for any entity and are not restricted to service queues alone
- Service levels can be calculated for any report data element
- Nine service levels with their corresponding lower and upper levels can be defined
- Unlimited flexibility - mathematical equations can be defined for service levels using various report data elements. For example: ACD time + hold time
Standard reports are available in 2 formats
- Tabular
- Graphical
Web-based report viewer
- The report viewer is Web-based and reports can be viewed from anywhere. Call center managers can keep a watch from home and supervisors can login from anywhere to view hourly, daily, weekly or monthly reports over the Web to keep a track of the performance of the Call Center.
Report designer
- Design entity, service level or raw business data report templates
- Templates for all entities where any number of elements can be selected
- Create mathematical equations of reporting elements and create a new element in the reporting template. For example, to calculate average ACD time the equation is ACD time / ACD calls.
- Templates can be created with hour, day, week, and month formats
- Structure of the report viewer can be changed by creating custom folders
Agent desktop with screen pop and soft phone is available as a standard out-of-box installation with the product. It offers the following features –
- Customer number (ANI / CLI)
- DNIS
- Collected digits
- Calling number (internal extension)
- Interaction history
- Interaction notes
- Call history
- Wrap-up activity
- Collected digits transfer with call
- ANI / DNIS transfer with call
- Call and application data transfer / conference
- Application data
- Connect to IVR