Customer Call Reporter

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.

IP Office Customer Call Reporter Concept

IP Office Customer Call Reporter is Avaya’s new server based contact center product designed explicitly for small businesses. Drawing upon the latest web and design technologies the  IP Office Customer Call Reporter 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 IP Office Customer Call Reporter 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.

IP Office Customer Call Reporter Key Features

IP Office Customer Call Reporter Business Benefits

Ordering Small Business Contact Center

Small Business Contact Center supports the following maximum configurations for IP Office:

IP Office Customer Call Reporter Sales Order Codes

To activate an IP Office Customer Call Reporter system all that is required is the purchase of one of the supervisor licenses (1, 10, 20) and the system will be able to report on any agent that has been licensed properly. Licensing is on a concurrent basis, i.e., once an agent logs out of IP Office Customer Call Reporter, that license becomes freed up for the next agent to use. This is effective for those businesses that are working in shifts.

IP Office 4.2 will have a setting in IP Office Manager for designating which hunt groups will be reported upon by IP Office Customer Call Reporter. Any hunt group that contains agent who is not properly licensed will not be able to retrieve any reporting on that group (real-time or historical).

IP Office Customer Call Reporter Server Operating System Requirements

Small Business Contact Center server will be supported on the following 32 bit platforms only:

Support for Windows 2008 server (both 32 and 64 bit) is planned for a future release.

IP Office Customer Call Reporter Server Hardware Requirements

The minimum server specifications are as follows:

IP Office Customer Call Reporter Client Components

The client application consists of a secure thin client web browser session to the IP Office Customer Call Reporter server that will provide the Supervisor or Agent with a complete view of the Call Center.

The following web browsers will be supported as thin clients on a Windows OS:

IP Office Customer Call Reporter Database

The database has been designed to provide a simple table schema. The database is a Microsoft SQL Server 2005 instance and the IP Office Customer Call Reporter will be packaged with the Microsoft SQL Server 2005 Express edition. It is recommended that any call center that predicts high call usage should understand the imposed limitations of Microsoft SQL 2005 Express edition and consider using the full version of Microsoft SQL 2005. Microsoft SQL 2000 and 2008 are not supported.

The database is a “pre-requisite” that must be installed prior to the IP Office Customer Call Reporter install. During installation the default location for the installation of the database is on the local drive. This can be changed to a remote location on the network. If an existing database is to be used then the option for this to exist on a remote server also applies.