Telios Contact Centre has extensive capabilities for reporting opening hours, calamities, caller identification, IVR menus and offers extensive ACD functionality with skill-based routing and priority queuing. Telios CCS enables users to assign multiple skills with adjustable priority to each agent in the contact centre. When routing incoming calls, an available employee is searched based on the required skillset. If no agents are available, the caller is put on hold.
Telios Contact Centre Solution
Contact centre Agents can easily sign in and out via the CCS agent desktop. When unsubscribing, a reason can be given such as lunch break or coaching. Agents can easily record, handle or transfer calls to another colleague or department via the desktop themselves. To enable an agent to give the right answer to a customer, integration with underlying customer and knowledge systems is required. Once the call is transferred to an agent, all the important details of the call and the customer appear on the CCS agent desktop. When classifying the conversation topic on the basis of voice recognition, the customer’s question is displayed, and by linking a knowledge database, suggestions for answers can also be made. The conversation topic can be saved automatically, but the agent can also provide feedback and log the conversation topic himself. The system can learn from this.
Telios CCS Real-time Dashboard
Telios CCSReal-time Dashboard
It is important for the contact centre manager, supervisors and team leaders to have real-time information about the service. The real-time dashboard shows the number of logged in, free and occupied agents, the number of waiting parties and the service levels per queue. By linking to a KTO module, real-time insight can be given into customer satisfaction and the Net Promoter Score (NPS). The TOP 5 with frequently asked questions from the last hour or the day can also be displayed in the CCS dashboard.
CCS dashboard presents all information via a web interface and can therefore be easily displayed in various places via a monitor or even on a tablet.
Telios CCS Reporter
CCS reporter offers the possibility for historical reporting. You can choose from a variety of ready-to-use reports, but you can also create your own custom reports.
Rapportage per ACD queue en op medewerker niveau
Aantal gesprekken per ACD per interval, dag, maand, jaar
Aantal gesprekken per medewerker per interval, dag, maand, jaar
Servicelevel op ACD en medewerker niveau per interval
AHT report with adjustable period (last hour, day, week, month)
SLA report with breakdown over queues
Agent performance report per adjustable period
Dashboard with different reports and word cloud
In addition to the standard reports, speech recognition provides insight into the handling of customer contact per subject. By combining and analysing the NPS score, the CDR data such as date, time, waiting time, talk time and the intent of a conversation, call and process optimization is within reach. Is it a repeat caller? Is there a lot of call forwarding? Is the call routing correct? Which topics have a high AHT and low NPS? After three clicks you will know.
Telios CCS Recording
All calls are recorded and can be easily selected in the reporting environment based on the subject, the caller's telephone number, the customer contact person, AHT or other call data.
Recorded calls can optionally be processed using language and speech technology. We do not only focus on the content of a call, but also on silences, cross talk and unexpected peaks in volume. These are emotion markers. Conversations can be analysed based on the content and emotion of the conversation. By recording the date, time, waiting time, talk time and content of a conversation and analysing this in depth, call and process optimization is within reach.
Telios CCS Supervisor Desktop
Telios CCSSupervisor Desktop
The supervisor has a real-time overview of all standing calls and can easily select, monitor and support agents remotely. In addition to the basic call data, the course of the 'emotion' in the call can also be displayed as an option. This can be used for training and support by supervisors.
The supervisor can send text messages via the desktop to a group or all agents: "We have this action or calamity today..." or a specific agent: "Today, your coaching conversation is at 15:00 o’clock". The notifications will automatically appear on the CCS agent desktop of the relevant agents.
Telios CCS Outboundtool
With the CCS outbound tool, agents can be deployed for conversations initiated by the contact centre itself.
The CCS outbound tool automatically (predictive or progressive) dials phone numbers and connects them to available agents. This allows an agent to receive (blended) incoming and outgoing calls alternately. Customer data is displayed via CTI when the call is offered to the agent.
The outbound tool can also be linked to a "Call me now" button on the website. And the tool can be used for callers who have to wait during busy hour or have left a call back request.
Telios CCS Context Routing
Telios CCSContext Routing
Context routing ensures that the change of contact channel takes place in a smart and customer-friendly manner. The customer can contact a live agent at any time in the online domain. The information that the customer has viewed and entered is immediately transferred during the exchange and on this basis the customer contact is automatically sent to the right agent who immediately sees all relevant information on the screen. So the customer immediately goes to the point where he stopped online, which leads directly to an increase in customer satisfaction.
Telios CCO Features
When the customer and the agent are a good match, it is more likely that a good and pleasant conversation will take place. For this we need intelligent routing. On the one hand, it has to take the characteristics and preferences of the customer into account. Such as: customer value, preferences, personal characteristics, social and family situation, current context and the intent. On the other hand, intelligent routing also takes the agent’s profile, commercial feeling, creativity and empathy into account.
Routing based on Telios IQ is more complex than the standard method of first in, first out or a method like skill based routing. Therefore, the choices within this method are made on the basis of machine learning. This starts with mapping out the characteristics of both customers and agents, and measuring the results of these combinations. What is the outcome - in terms of customer satisfaction or conversion?
Machine learning is necessary because the underlying patterns in the multitude of variables are too complicated to solve with manual analysis. When the system has learned to make the most suitable combinations, you start a pilot in the existing operation, which gives you the desired insight.
Look at it as a dating site: on the basis of what characteristics can we achieve the best possible match and when do we choose it? This intelligent routing is more than just about agent and customer characteristics. You can also predict how long it will take before the best fit agent is available. Based on all kinds of factors, the system can decide whether it is worthwhile to let the customer wait for a moment with the result that he or she is transferred to the most suitable agent.
In other words: make the best choice for the customer and agent at any time. This intelligence comes together in our new Telios IQ solution. The most important question, of course, is what factors should such smart routing be based on.