AXIS – CLOUD CALL CENTER

Customer support can either radiate from your business, or cause future business opportunities to fall into a black hole. Delivering first class customer support requires well-managed communications that provide for the optimal customer experience. The service a customer experiences when they contact a call center is the impression they have of the entire company and it becomes part of your brand. This is often the most important relationship that a company extends after the initial sale, and in most cases good support equates to a good vendor.

Centralized Control
of All Your
Communications

Overview

WHAT IS AXIS?

No matter what your business size or call center requirements, Stage 2 can design a solution that enhances the experiences of both callers and employees, while driving bottom-line results for your business. Stage 2 Networks’ Axis application uses Broadsoft technology and provides an integrated, full-featured and flexible solution for managing customer interaction with all the benefits of advanced voice and multimedia applications. Unlike existing enterprise solutions that are deployed on-premise, or hosted and managed by the service provider, Axis is a purpose-built carrier class solution.

WHAT MAKES AXIS A STAR?

  • Voice Experts – Our team’s proficiency across enterprise-level, mid-size and small call centers makes us experts in the design and deployment of reliable, scalable and robust call center solutions.
  • Financial Advantages – Our call center deployment typically realize its users a Total Cost of Ownership (TCO) savings of up to 50% when compared to on-premise solutions.
  • Enhanced Revenue Stream – Stage 2’s enhanced service features optimize agent performance and client satisfaction, typically resulting in increased monthly revenues on a per agent basis.
  • Flexible Work Options and Virtualization – Easy to provision and manage multi-site and remote agents using a single, central queue which routes calls to agents everywhere – even those in outerspace!
  • Enhanced Flexibility – Rapid ability to scale up and down as well as handle unexpected or fluctuating call volume quickly, without disrupting or changing infrastructure.
  • Access New Technology – Access to the latest features (e.g. video call centers) at low risk and cost keep you light years ahead of the competition.
  • Business Continuity – Calls are queued in the service provider’s network and can be re-routed to alternate locations in the case of service disruption.
Details

By providing the best mix of self-service and agent assistance, Axis solutions help you optimize your call center operations. Web-based administration, real-time monitoring and a comprehensive decision management system create a customizable picture of how all customer interactions are handled.

In addition to the two basic building blocks of the system which are the Agent and Supervisor Main Interface screens, Axis has an extensive list of features available in 10 critical areas. As part of our design and assessment process, Stage 2 works with you to customize the right combination and use of these features for your company and your clients. For more details on each feature category, please see the features tables below.

Now, let’s take a look at those two basic building blocks and the thoughtful and easy to use contents on the interface for both the Agent and the Supervisor.

CALL CENTER – AGENT

The Call Center – Agent client is designed to support the needs of call center agents in any environment. It supports the full set of call handling functions, ACD state management, integration of multiple directories, Outlook integration, and other features required in large call centers.

Call Center – Agent Main Interface contains the following work areas:

  • Logo pane – The Logo pane displays information about you and contains links to other pages and functions.
  • Call Console – You use the Call Console to view and manage your current calls.
  • Contacts pane – The Contacts pane contains your contact directories, the list of your supervisors, and the list of the call centers to which you belong. It allows you to use your contacts to make and manage your calls.
  • Report windows – You use the Report windows, accessed via the Call Center Reporting Server (CCRS) and Reporting links, to generate reports about your activity and performance in the call centers you are staffing.
  • Settings pages – You use the Settings pages, accessed via the Settings link, to configure various aspects of Axis.

CALL CENTER – SUPERVISOR

The Call Center – Supervisor client is designed to support the needs of call center supervisors in any environment. It supports agent monitoring, queue management, real-time and historical reporting, and other features required in large call centers.

The Call Center Supervisor Main interface contains the following work areas:

  • Logo pane – The Logo pane displays information about you and contains links to other pages and functions.
  • Call Console – You use the Call Console to view and manage your current calls.
  • Contacts pane – The Contacts pane contains your contact directories and provides you with real-time call and ACD state of the agents you are monitoring.
  • Queued Calls pane – You use the Queued Calls pane to manage queued calls.
  • Dashboard window – The Dashboard provides real-time summary information for up to 50 queues and allows you to monitor key performance indicators for monitored call centers and supervised agents.
User Options
CALLER FEATURES BASIC STANDARD PREMIUM
Entrance Announcement X X X
Mandatory Entrance Announcement X X X
Play Estimated Wait Time/Location in Queue X X X
Music on Hold / Video on Hold X X X
Comfort Greeting X X X
Comfort Greeting Premium Option X
Play Ringing when offering call X X X
Escape from Queue X X X
OPERATIONAL FEATURES – GENERAL BASIC STANDARD PREMIUM
Multiple Call Center DNIS X X X
Multiple Call Center DNIS Premium Option X
Assign Agents combine agents and supervisors X X X
Assign Supervisors X X X
Bandwidth and QoS settings X X X
ROUTING POLICIES BASIC STANDARD PREMIUM
‘Group’ Policy – Call Distribution X X X
Queue Priority Settings X X X
Queued Call Prioritization X
‘Overflow’ routing policy X X X
‘Bounced Calls’ routing policy X X
‘Stranded Calls’ routing policy X X
‘Stranded Calls – Unavailable’ routing policy X X
Night Service X
Holiday Service X
Forced Forwarding X
CALL CENTER TYPES BASIC STANDARD PREMIUM
Call Center Types – Basic, Standard, Premium
Inbound Call Center X X X
AGENT FEATURES BASIC STANDARD PREMIUM
Guard Timer X X X
‘Join’ Call Centers X X X
Set ACD states X X
Unavailable ACD state X X
Agent Default Settings X X
Wrap-up ACD state X X
Disposition Codes X
Automatically answer calls X
Agent Whisper Message X
Distinctive Ringing X X X
Call Escalation to Supervisor X X
Remote Office X X X
BroadWorks Anywhere X X X
Customer Originated Trace X X X
Call Hold/Retrieval Handling X X
PHONE/DEVICE FEATURES* BASIC STANDARD PREMIUM
Display Inbound call information X X X
Set ACD state X X
Assign Disposition Code X
Services enabled via FAC X

*Features are dependent on device implementation

SUPERVISOR FEATURES BASIC STANDARD PREMIUM
All Agent features X X
Monitor/manage agents X X
Silent Monitoring X
Monitor/manage queued calls X X
Real time Dashboard X X
REPORTING FEATURES BASIC STANDARD PREMIUM
Agent Reports X X
Queue Reports X X
Scheduled Reports X X
Custom Reports X X
Report Filters X X
Export Reports as XLS and PDF X X
Report Branding X X
ASSIGNABLE SERVICES* BASIC STANDARD PREMIUM
Alternate Numbers X X X
Call Forwarding Always X X X
Call Forward Selective X X X
Call Waiting X X X
Call Notify X X X
Do Not Disturb X X X
Hoteling X X X
Pre-Alerting Announcement X X X
Voice Messaging X X X
Message Waiting Indicator X X X

*These services can be assigned to a Call Center and affect all calls that are received by the queue