Native in the cloud: Many of our competitors claim to be in the “Cloud”. In reality, they are often only partially cloud enabled. The Mercuricall CCaaS is a true cloud platform and was designed to be that way from day one. Cloud Agnostic: The application may be deployed on most commercial clouds such as AWS, Azure, Oracle or Google. In the Cloud or On Premise: Although we operate with a fully Cloud native application, we recognize that very often, our clients need to operate out of their own data centre for data sovereignty purposes. With this in mind our partners can choose, 100% in the cloud or 100% on an on-premise cloud in their data centre or any hybrid blend of the two. Multi-Tenancy: The Mercuricall application was designed to be multi-tenant from day one. Full Omnichannel: Many of our competitors claim Omnichannel when in truth they have multi-channel capabilities. Every agent has the ability to simultaneously interact on every channel (voice, chat, sms, email and social media)and has a view of all previous interactions as soon as they pick up a call. Grow and Shrink your agent footprint: Mercuricall recognises that you need to be able to modify the size of your agent footprint to meet business demands. Mercuricall offer a flexible consumption model to grow and shrink the number of agents deployed, on a monthly basis, to cater for this. Measure departmental usage: In order to assist you with the above you can also run numerous reports to track agent usage by department. Application and Infrastructure Consolidation: Reduce operating costs by consolidating multiple existing application suppliers into one Contact Centre application. The Mercuricall solution covers all sizes of contact centre from small department (10) to global (50,000+) so you may consolidate to one application, one set of infrastructure, one set of admins etc. Rapid Deployment: Mercuricall can deploy a new country or departmental contact centres in two minutes. Clearly there would need to be some customisation in terms of menus and scripts but you can certainly have your new contact centre up and running inside a week or two. Scalable: Scalable to provide a feature rich environment from a small contact centre of maybe 5 agents to an enterprise level contact centre with 50,000 + agents or more and all from the same platform. Customer Retention: Increase efficiency, customer satisfaction and subsequently customer retention with a full omnichannel experience that allows agents to view every channel in one window and seamlessly switch between channels rather than switching the customer to new queues where they have to get in line again. Microservices: The Mercuricall application is built on a foundation of a microservices architecture which allows unrivaled flexibility to adapt the application to the requirements of different contact centres e.g. voice only or full omnichannel. Templates: Easily create templates for each departmental requirement. This is the foundation for the speed of deployment. Simply select a template that provides a specific set of features that the contact centre needs, give the new contact centre a name, click go and 1 minute later your setup is complete. ACD - Automatic Contact Distributor Agents: Mercuricall’s Automatic Contact Distributor (ACD) is the world’s easiest queue- based omnichannel routing engine to setup and deliver incoming interactions. Mercuricall expands the idea of Skills-Based agent profiles, to a broader focus on agent competencies. IVR - Interactive Voice Response: Omnichannel IVR capabilities allow callers to select from a menu of prompts in order to be routed to the best location. IVR also enables self-service tasks for callers such as tracking a shipment or checking an account balance.Mercuricall’s next-generation IVR service creates intuitive maps and intelligent scripts. The admins can use the advanced drag-n-drop callflow publishing tool, or simply follow the automated wizard to build a new callflow. Once they have built a call flow or script, it auto- generates code, configures and deploys in full ready-state. Integrated Unified Communications: The Unified Communications solution enables a company’s existing "landline" devices to answer and route calls, video, text, web chat, email, and other interactions to the right department or user extension. Migrating from traditional on-premises private branch exchange (PBX) systems to the cloud enables businesses to achieve increased security and remote data centre capabilities. Mercuricall includes a native, seamless unified communications module with: Robust PBX features Toll-free, long distance dialing Auto-provision phone numbers and calling plans Callback and Call Forwarding Voicemail Management Extension Dialing Hunt Groups Ring-alls Easy System Self Administration: Everything is built with efficiency and ease of use in mind. Customer system administrators work with a fully menu driven administration interface in order to manage the feature rich environment. This rich set of features goes beyond the scope of this document, it’s simply too many to list. Built-in integrations: The Mercuricall solution architecture includes a growing list of built-in integrations with popular platforms and channels, including: Salesforce Zoho Zendesk Freshdesk Shopify Pipkins WFM Loxysoft ProScheduler WFM WhatsApp Facebook Messenger IBM Watson Google Oauth API interfaces to multiple applications Custom integrations: For any application beyond those whose integrations are built into Mercuricall, the we can create custom integrations using REST APIs. Mercuricall provides API documentation and a programmer's guide to help you easily leverage the capabilities of other systems, either at your datacentre or within a specific customer's environment. Agent Interfaces: With the advent of Covid 19 the requirement for Agents to work from home has become a must have. With the Mercuricall application your agents have the choice of 3 interfaces, Browser based, Desktop Application and Mobile Application

Contact Center as a Service (CcaaS) means that the application itself operates in the cloud without on-premise hardware to manage. Unlike many legacy Contact Centre solution which have hardware components, true CCaaS solutions are cloud native – meaning they were developed to be run in the cloud, take advantage of modern microservice technologies, have elastic scalability, are architected to empower users to adapt to rapidly changing market conditions and more.

At the heart of Mercuricall is the ability to rapidly create a cloud-based omnichannel contact center that goes beyond inbound call management and integrates contact management across multiple modern digital channels, such as email, web chat, and SMS text messaging and social media. Equipping a contact center with omnichannel capabilities means that callers can reach out for help where, when and how they want to, while agents and their supervisors get the flexibility and efficiency of centrally coordinating and managing those interactions. Unlike multichannel, where the different feeds aren't centrally managed, omnichannel greatly simplifies and streamlines the caller, agent, and administrator experiences. Our solution combines the intelligent cross-channel contact routing of a modern ACD system with the full capabilities IVR technology. Additionally, Mercuricall includes Unified Communications, an outbound dialer and advanced routing capabilities in the cloud. Beyond the built-in digital channels, you can extend Mercuricall using platform APIs to easily integrate other popular channels, like Facebook Messenger and WhatsApp, as well as to directly interface with your customer relationship management (CRM) and other back-end systems and because the solutions scale directly from the cloud, workers can access it securely from anywhere, and administrators can scale up to manage as many greetings, queues, users, agents, and specialized use cases as their contact center requires. Seamless voice and digital channel experiences and workflows Unlike traditional multichannel contact centers, omnichannel technology receives and tracks all contact interactions through a single ACD inbox. This unified view provides new levels of contact center value, enabling contact centers to: View contact interactions across all channels for a seamless experience Increase agent productivity by enabling multiple concurrent interactions Reduce expensive inbound call workloads by promoting convenient digital channels Centralize cross-channel interactions so agents responses are based on the full context, accurate and more efficient Improve customer satisfaction by reducing wait times, enabling self-service, and letting contacts choose their preferred communication method—all while increasing first contact resolution and reducing transfers

Essentially they have hardware and software components. CCaaS is software only in the cloud as a service. Legacy “hosted” platforms have been built using a monolithic architectural style. This architecture penalizes innovation and limits modifications by requiring developers to build and deploying entirely new versions. This style of platform results in downtime, testing complexity, multiple sets of admins, multiple sets of IT infrastructure, multiple apps to use, learn, maintain and pay for. Cloud-enabled platforms are designed to be deployed in traditional data centers. Many of these platforms have retrofitted hardware based on legacy systems and are sold as “cloud”, but in reality they are only an imitation and fall short. These platforms are still restricted to premise-based connections. Native in the Cloud solutions are designed and built to work in a connected, online contact center world. They deliver more efficient and lower cost, web-centric capabilities that enable call centers to improve customer engagement and service, scalability, and endless customization. To win in the modern world, the best tool available is technology that is continuously updated, accessed virtually, and seamlessly interconnected. That functionality only exists with cloud-native.

We have turn-key modules that integrate with leading WFM solutions. They include Calabrio, Pipkins, and others. We could do a similar integration with preferred WFM solutions.

Our platform is cloud agnostic and may reside wherever that a customer wishes either on private cloud or public cloud in country.

We are pretty much cloud agnostic. The application may be deployed on most commercial clouds such as AWS, Azure, Oracle or Google. Although we operate with a fully Cloud native application, we recognize that very often, our clients need to operate out of their own data centre for data sovereignty purposes. With this in mind our partners can choose, 100% in the cloud or 100% on an on-premise cloud in their data centre or any hybrid blend of the two. However, not all clouds are equal and some are easier than others to deploy on so we would need to have a discussion on where you would like to deploy and take it from there.

Omnichannel Functionality An efficient customer interaction is essential so the Mercuricall Platform unified agent queue creates a custom way to manage interactions from multiple channels. Voice, Email, SMS, Chat, Social Networks, and Live Video. Mercuricall doesn’t just manage different channels and media, it manages the journey of the customer. We call it Channel Hopping ™. Multichannel vs Omnichannel The terms “multichannel” and “omnichannel” are often misconstrued so we’ll take a moment to clarify the difference between a Multichannel Contact Center and an Omnichannel Contact Center. What is a Multichannel Contact Center? “Multi” means “many,” so multichannel refers to many channels. Companies that connect with customers in their contact center via multiple channels, such as email, social media, web chat, and telephone, can be said to have a multichannel contact center. They can be thought of as silo’s of communication channels so just because a customer can connect with your contact center via multiple channels, it does not mean that their experience is seamless. An agent who connects with a customer in a multichannel contact center by phone may not have any information about that customer’s previous interactions on another channel. Often in a multichannel contact center, channels are as we mentioned, siloed — agents can’t see the context from interactions customers had on other channels.

The Mercuricall application has an extremely powerful administration interface that unshakles you from the vendor and allows you to rapidly and efficiently manage the contact centre. A Contact Centre Administrator manages the setup and configuration of the entire contact center - all through an easy to use, self-service interface. No programming required. Key features include: Manage phone numbers Inbound and Outbound CNAM Failover phone number forwarding Configure E911 Block phone numbers and email addresses Manage devices Configure channel settings Queue management User management Add individually or in bulk Assign roles and profile templates Deactivate State management Custom states Wrap-up with or without timeout Default state transitions Monitoring platform Troubleshooting tools

Detailed Contact History The Detailed Contact History report provides contact details for all originating contacts within a specified time frame. This report is valuable for QA purposes to allow for managers and supervisors to listen to recorded calls and train users on alternative approaches with contacts in the future. Queue Volume Summary The Queue Volume Summary report shows total queue volumes within a specified time frame. This report displays performance information. This report is valuable in helping to understand performance-related queued interaction statistics for various time intervals. It also provides the ability to see the high/low traffic times. Queue Event Summary The Queue Event Summary report shows duration summaries for common queue events within a specified time frame. This report displays productivity information. This report is valuable in helping to understand productivity-related queued interaction statistics for various time intervals. It also provides the ability to see the length of time contacts are spending in various stages of an interaction. Callback Summary The Callback Summary report shows the total callback activity for a channel and queue within a specified time frame. A callback is when a caller requests to disconnect while still maintaining their position in the queue. When the next available user becomes Ready to handle the interaction, an outbound call is placed to the caller. This report is valuable in showing the volume of callbacks requested in a queue. If there are a high number of callbacks, wait times may be too high and users assigned to the specific queue may need to be adjusted. Callback Details The Callback Details report shows the key metrics associated with callback requests within a specified time frame. Because this is a detailed report, each line will represent one individual contact and the specific details for that contact. A callback is when a caller requests to disconnect while still maintaining their position in the queue. When the next available user becomes Ready to handle the interaction, an outbound call is placed to the caller. This report is valuable in showing the contact specific details of each callback that was requested Contacts Abandoned The Contacts Abandoned report shows a summary of abandoned activity within a specified time frame. This is a contact-based report that provides a detailed list of each contact that was abandoned within a specified time frame. An abandoned call or contact is one that has been offered into the system but is terminated by the person originating the contact before it has been connected to a user. It is important to understand the difference between an abandoned call and a refused/missed call. Abandoned calls are from contacts who hang up before speaking with a user. Missed or refused calls result from the user hitting the “reject” button or ignoring the contact, leading to the contact being routed to the next available user. This report is valuable in helping to not only identify caller frustrations with queue navigation but also to serve as an indicator that wait or hold times were too high. IVR History The IVR History report shows a caller’s IVR choices along with the duration the caller spent in a specific IVR Path within a specified time frame. This report is valuable in showing where callers are navigating within the system and identifying bottlenecks or ways to improve your IVR path. User-Based Reports User Volume Summary The User Volume Summary report shows the total interactions at the ACD User level within a specified time frame. This report provides the ability to see user summary performance based upon a specific queue. Because this is a summary report, each ACD User selected will be displayed on their own individual line next to their specific statistics for the given report. This report is valuable in helping to understand performance-related queued interaction statistics for various time intervals as it relates to an individual user. It provides the ability to see the number of interactions routed, handled and denied. User Event Summary The User Event Summary report shows duration summaries for common ACD User interaction events within a specified time frame. This report displays productivity information. Because this is a detailed report for activities, each ACD User selected will be displayed on their own individual line next to their specific statistics for the given report. This report is valuable to assist with understanding productivity-related queued interaction statistics for various time intervals as it relates to an individual user. It provides the ability to see the length of time users are spending interacting with callers. User Activity Time The User Activity Time report (previously the Time Card report) shows the total time an ACD User spent in Ready vs. Not Ready states within a specified time frame. This is a detailed report for activities on each ACD User. Each line on the report will represent an instance when the user logged in, went into Not Ready state, etc. To see a user’s detailed activity, click the magnifying glass, which will open the detail in a new tab. This report is valuable because it provides insight into where a user spends their time throughout the day. Missed Contacts Summary The Missed Contacts reports shows a summary of the contacts offered to an ACD User that were either missed or refused within a specified time frame. A Rejected call does not necessarily mean the contact was lost or that a serious problem occurred that requires attention. In most cases, the contact is often unaware that anything unusual has occurred because the contact is redirected to another user upon rejection. . Rejects are not a concern unless a user experiences them on a consistent basis. It is important to understand the difference between an abandoned call and refused/missed call. Abandoned calls are from contacts who hang up before speaking with a user. Missed or refused calls result from the user hitting the “reject” button or ignoring the contact, leading to the contact being routed to the next available user. This report is valuable because it shows the areas where customer interactions are being missed, either because users are improperly managing their states or ignoring incoming calls. Transfer Summary The Transfer Summary report shows the number of calls transferred to and by each ACD User within a specified time frame. Because this is a summary report, each user selected will be displayed on their own individual line next to their specific statistics for the given report. This report displays the number of calls transferred to/by each user as well as the total and average transfer hold durations. Remember, transfer events are associated with the original user and not the user who is receiving the transfer. This report is valuable in helping to understand where inbound interactions may be routing to the wrong location due to a confusing IVR path. It also could provide insight into where additional training opportunities may be needed for users. Change Log Reports The Change Log report captures the records that have been added, deleted, or modified within the contact center, showing the previous setting and the new setting side-by-side. This report is valuable in providing insight into seeing who has made changes for compliance, auditing and security purposes. To view changes between two items, navigate to the row and select Show History for Item. This will display all modifications made within this area in a new tab. Select two items using the multi-select checkboxes and select Compare. The rows that were changed will be highlighted in green and red. At the top of the split view, you will see the timestamps when the change was made to know which was the old vs. new setting. Billing reports In addition to the standard reports we have recently added in a set of billing reports so that you can track departmental usage. These can be found under the reseller section in System Administration Contact Center Information This report shows basic information about the contact center, such as the billing contact and signed EULA. Modules This report shows what modules have been installed in the contact center, along with install and uninstall dates. Users This report shows the users who belong to the contact center, along with permissions and activation or deletion dates. Contact Detail Summary This report shows an aggregated view of the inbound and outbound minutes for each channel. Contact Detail Report This CDR shows the interaction activity within the contact center for the specific time period, including user, team, queue, and so forth, that handled the interaction. It also shows how the contact's time was spent. Phone Numbers This report shows the phone numbers associated to the contact center, along with assignments, activation, and deletion dates. Storage This report shows how much storage the contact center is using, includes default storage and other files stored in CassandraDB. Basic Invoice This report shows platform utilization, including inbound minutes, outbound minutes, phone numbers, and licenses.

There are numerous different cost savings so if we start with the cloud. Cloud: We can deploy an operatpnal CCaaS contact centre in less than two minutes and it will have an auto provisioned telephone number, email address and you can also do SMS messages. Clearly you would want to do some customisation but you can be up and running less than a week. A traditional contact centre would take months and cost you a 5 digit amount of money just for implementation. One Application: With the Mercuricall Application you can stand up a contact centre for a couple of people or thousands of agents all with the single application. Consumption Pricing: Many Contact Centre suppliers will charge you multi year licences for your agents and you are consequently tied to them for many years. We charge you an annual right to use license and then you pay for the agents using the system on a monthly basis. So if you need to bring in a team for a two month marketing campaign and then release them you only pay for them while you used them. Agent optimization: With Omnichannel you no longer need to have multiple teams of agents operating different channels so you can optimise you agent headcount and thus reduce costs. Self Service Administration: With our powerful self service administration you can free yourself from the shackles of being dependant on the vendor. There is no coding required for most changes and you can become mostly self sufficient. Customer Retention: Increase efficiency, customer satisfaction and subsequently customer retention with a full omnichannel experience that allows agents to view every channel in one window and seamlessly switch between channels rather than switching the customer to new queues where they have to get in line again. Agent Interfaces: With the advent of Covid 19 the requirement for Agents to work from home has become a must have. With the Mercuricall application your agents have the choice of 3 interfaces, Browser based, Desktop Application and Mobile Application. So they can even work from their mobile phone on a bus if they need to. There are more reasons but we can discuss that with you when you call us for a demo.

The short answer is yes. We have a partnering revenue share model where we : License the platform to you Deploy the system for you White Label it for you Assist you to define your go to market products Build the templates for you Agree on a Go To Market price with you Assist you with the first 5 implementations Then revenue share with you We only make money when you do so it is a true partnering model. Drop us an email at info@mercuricall.com and we can discuss further

Consumption based Monthly Subscription Model for agents

It simply means that you can brand the product as your own or we can do it for you. The interface is fully customisable so you can add in your logo, change the colours etc. and give it your own look and feel. This is especially important if you want to partner with us and resell the solution to your own customers. We have a page on white labelling in this site just click here.

If we are doing a full application deployment in a private or public cloud it will take approximately 2 weeks from when we have full access to the environment. If we are simply standing up a new contact centre in an existing environment the creation of the contact centre takes about 2 minutes. From there on the length of time taken is dependent on the amount of customisation that is required and the processes deployed by the customer.

For a successful project delivery we have found that the following are key elements for success. Project Sponsor. It is imperative that there is a project sponsor to manage accountability for timelines, resources, and actions. Project Manager. Similar to the project sponsor, this resource has a technical task-driven orientation who can interface with team members from multiple departments and disciplines. Define Scope: The scope of the project shouldn’t necessarily be a cut-and-paste from existing operations and systems. This is an optimal time to examine existing policies, workflows, and call scripts. Not every element should transition to the new environment. There will be new scripts that optimize the flow, embrace additional digital channels, and optimize the agent experience. Staging (Transition): Create a staging environment to enable supervisors and agents to experience the new application before cutting over to live calls. Training. Commit supervisors and agents to comprehensive training.

We have a very detailed implementation and onboarding process and the following is a high level step by step overview of how we would deploy the full application for you either in the cloud or on your own provate cloud. Steps to Building a Mercuricall Environment Steps of Onboarding 1. Creation of Environment 2. Understanding Modules 3. What is Omnichannel? 4. Compare PBX vs ACD Features 5. Define Customer Templates 6. Create Parent Contact Center 7. Create Customer and Demo Accounts 8. White Label 9. Creating Call Flow for Customer 10. Distribute Guideline Documents 11. Training 12. Troubleshooting

Our professional services team can advise on our like for like functionality. Where we can replace/improve an existing system we will work with your team to demonstrate this.

This Is not unusual. We tend to adopt a land and expand process where we bring on one department at a time with a training, testing and acceptance process for each department prior to go live.

Yes. Our application is designed for the cloud and may be hosted in public or private clouds or a blend of the two. AWS, Azure, Google, Oracle are all cloud options. If the customer has a preference we will evaluate additional cloud providers.

Our system streams recordings to 3rd party storage services. Historic calls would be stored in similar services so we can generally port them across.

O/S: Operating system that is still supported by Windows or Mac. Preferred browser is Chrome. However, the system also works with Safari, Edge and Firefox.

We are always updating our supported test to speech computer languages, so please browse through your Call Center to see what options are available for dialects and gender within each language. Supported computer voices include: Chinese, Croatian, Czech, Danish, Dutch, English, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Tamil, Thai, Turkish, Vietnamese Language and Locale settings will change the language of the menus and this may be set to: English, Afrikaans, Arabic, Bangladeshi, Hindi, Chinese, Spanish, French, Italian, Croatian, Czech, Danish, Dutch, Estonian, Tagalog, Finish, German, Greek, Hebrew, Hungarian, Icelandic, Japanese, Korean, Latvian, Lithuanian, Malaysian, Norwegian, Portuguese, Romanian, Russian, Swedish, Thai, Turkish, Vietnamese

Yes. Administration activities should be from a browser preferably on a desktop or laptop. Agent interface can be Desktop Windows or Mac. OS Mobile devices IOS or Android

Yes, confirmed - Our base configuration is designed for 2,000 simultaneous calls.

Yes. The application scales from one full omnichannel agent up to multiple thousands of omnichannel agents.

Yes. We provide integration with cloud storage and other 3rd party storage services as required

Yes we have extensive real time reports in relation to monitoring contact centre and agent performance

OK this is a long answer because we have extensive reporting capability. Detailed Contact History The Detailed Contact History report provides contact details for all originating contacts within a specified time frame. This report is valuable for QA purposes to allow for managers and supervisors to listen to recorded calls and train users on alternative approaches with contacts in the future. Queue Volume Summary The Queue Volume Summary report shows total queue volumes within a specified time frame. This report displays performance information. This report is valuable in helping to understand performance-related queued interaction statistics for various time intervals. It also provides the ability to see the high/low traffic times. Queue Event Summary The Queue Event Summary report shows duration summaries for common queue events within a specified time frame. This report displays productivity information. This report is valuable in helping to understand productivity-related queued interaction statistics for various time intervals. It also provides the ability to see the length of time contacts are spending in various stages of an interaction. Callback Summary The Callback Summary report shows the total callback activity for a channel and queue within a specified time frame. A callback is when a caller requests to disconnect while still maintaining their position in the queue. When the next available user becomes Ready to handle the interaction, an outbound call is placed to the caller. This report is valuable in showing the volume of callbacks requested in a queue. If there are a high number of callbacks, wait times may be too high and users assigned to the specific queue may need to be adjusted. Callback Details The Callback Details report shows the key metrics associated with callback requests within a specified time frame. Because this is a detailed report, each line will represent one individual contact and the specific details for that contact. A callback is when a caller requests to disconnect while still maintaining their position in the queue. When the next available user becomes Ready to handle the interaction, an outbound call is placed to the caller. This report is valuable in showing the contact specific details of each callback that was requested Contacts Abandoned The Contacts Abandoned report shows a summary of abandoned activity within a specified time frame. This is a contact-based report that provides a detailed list of each contact that was abandoned within a specified time frame. An abandoned call or contact is one that has been offered into the system but is terminated by the person originating the contact before it has been connected to a user. It is important to understand the difference between an abandoned call and a refused/missed call. Abandoned calls are from contacts who hang up before speaking with a user. Missed or refused calls result from the user hitting the “reject” button or ignoring the contact, leading to the contact being routed to the next available user. This report is valuable in helping to not only identify caller frustrations with queue navigation but also to serve as an indicator that wait or hold times were too high. IVR History The IVR History report shows a caller’s IVR choices along with the duration the caller spent in a specific IVR Path within a specified time frame. This report is valuable in showing where callers are navigating within the system and identifying bottlenecks or ways to improve your IVR path. User-Based Reports User Volume Summary The User Volume Summary report shows the total interactions at the ACD User level within a specified time frame. This report provides the ability to see user summary performance based upon a specific queue. Because this is a summary report, each ACD User selected will be displayed on their own individual line next to their specific statistics for the given report. This report is valuable in helping to understand performance-related queued interaction statistics for various time intervals as it relates to an individual user. It provides the ability to see the number of interactions routed, handled and denied. User Event Summary The User Event Summary report shows duration summaries for common ACD User interaction events within a specified time frame. This report displays productivity information. Because this is a detailed report for activities, each ACD User selected will be displayed on their own individual line next to their specific statistics for the given report. This report is valuable to assist with understanding productivity-related queued interaction statistics for various time intervals as it relates to an individual user. It provides the ability to see the length of time users are spending interacting with callers. User Activity Time The User Activity Time report (previously the Time Card report) shows the total time an ACD User spent in Ready vs. Not Ready states within a specified time frame. This is a detailed report for activities on each ACD User. Each line on the report will represent an instance when the user logged in, went into Not Ready state, etc. To see a user’s detailed activity, click the magnifying glass, which will open the detail in a new tab. This report is valuable because it provides insight into where a user spends their time throughout the day. Missed Contacts Summary The Missed Contacts reports shows a summary of the contacts offered to an ACD User that were either missed or refused within a specified time frame. A Rejected call does not necessarily mean the contact was lost or that a serious problem occurred that requires attention. In most cases, the contact is often unaware that anything unusual has occurred because the contact is redirected to another user upon rejection. . Rejects are not a concern unless a user experiences them on a consistent basis. It is important to understand the difference between an abandoned call and refused/missed call. Abandoned calls are from contacts who hang up before speaking with a user. Missed or refused calls result from the user hitting the “reject” button or ignoring the contact, leading to the contact being routed to the next available user. This report is valuable because it shows the areas where customer interactions are being missed, either because users are improperly managing their states or ignoring incoming calls. Transfer Summary The Transfer Summary report shows the number of calls transferred to and by each ACD User within a specified time frame. Because this is a summary report, each user selected will be displayed on their own individual line next to their specific statistics for the given report. This report displays the number of calls transferred to/by each user as well as the total and average transfer hold durations. Remember, transfer events are associated with the original user and not the user who is receiving the transfer. This report is valuable in helping to understand where inbound interactions may be routing to the wrong location due to a confusing IVR path. It also could provide insight into where additional training opportunities may be needed for users. Change Log Reports The Change Log report captures the records that have been added, deleted, or modified within the contact center, showing the previous setting and the new setting side-by-side. This report is valuable in providing insight into seeing who has made changes for compliance, auditing and security purposes. To view changes between two items, navigate to the row and select Show History for Item. This will display all modifications made within this area in a new tab. Select two items using the multi-select checkboxes and select Compare. The rows that were changed will be highlighted in green and red. At the top of the split view, you will see the timestamps when the change was made to know which was the old vs. new setting. Billing reports In addition to the standard reports we have recently added in a set of billing reports so that you can track departmental usage. These can be found under the reseller section in System Administration Contact Center Information This report shows basic information about the contact center, such as the billing contact and signed EULA. Modules This report shows what modules have been installed in the contact center, along with install and uninstall dates. Users This report shows the users who belong to the contact center, along with permissions and activation or deletion dates. Contact Detail Summary This report shows an aggregated view of the inbound and outbound minutes for each channel. Contact Detail Report This CDR shows the interaction activity within the contact center for the specific time period, including user, team, queue, and so forth, that handled the interaction. It also shows how the contact's time was spent. Phone Numbers This report shows the phone numbers associated to the contact center, along with assignments, activation, and deletion dates. Storage This report shows how much storage the contact center is using, includes default storage and other files stored in CassandraDB. Basic Invoice This report shows platform utilization, including inbound minutes, outbound minutes, phone numbers, and licenses.

Yes. We interface to many 3rd Party applications using REST API’s. If you need specific integration we use a dynamic API generator and the work is usually measured in days not weeks.

Yes. We currently have a in-built Customer Satisfaction Survey. If however you wish to continue using your existing application we are able to interface to any 3rd Party applications using REST API’s.

Yes we work with many SIP suppliers and we have SIP connectivity wizards out of the box.

Yes we always deploy high availability systems.

Yes we are able to scale the application from one to thousands of users. Scaling is also based on compute power. Our base hardware configuration is optimised for 2,000 simultaneous calls so additional resources would be required if you need to go beyond this.

4 to 5 times per annum. Usually once per calendar quarter