CSM Features

In-Bound Module

Next-generation contact centers do not focus only on handling in-bound requests fast; rather, they aim at achieving the client’s overall satisfaction. That satisfaction does not just come from a quick and correct answer though! In reality, the client’s overall experience and satisfaction is derived from all kinds of service details, such as the availability of a suitable communication channel for contacting your company, the time spent waiting in a queue, how intuitive it is for them to make selections in the IVR system, voice commands or music played while waiting, selection of a suitable agent and their knowledgeability, preferred response method, feedback assurance, personal approach, the agent’s professional communication and many other small things. A majority of the above aspects are handled by CSM’s In-Bound module.
The In-Bound module serves to speed up incoming communication and make it more effective. It allows the contact center owner to utilize to the maximum the operators’ time spent with clients. Using parameter-based conditions, the In-Bound module channels the initial interaction through the system. The parameters can include time, knowledgeability of the client, previous contact history, responses from external knowledge or information systems or, for example, the client’s business potential. Once all the available parameters have been evaluated, the most suitable operator will provide a relevant answer to the client or the information will be communicated automatically by the system, yet even in this case a personal pro-client approach is applied throughout the serving time. The module thus significantly reduces the time from the moment when a request enters the system until the request is resolved, minimizing the origination of lost requests and the phenomenon of stray calls or e-mails and providing auxiliary tools for cross-selling and up-selling.
 

In-Bound module: Key termination parameters
Caller’s number / address		Time
Called party’s number / address		Date
External query to DB		Predicted waiting time
Internal query to DB		Queue length
API-based query		Operator availability
Preferred operator		Skill set
Last time communicating operator		Progressive skill set
Selection in the IVR server		Keyword detection

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

Out-Bound Module

CSM’s Out-Bound module distributes and plans outgoing calls. It has been designed primarily as a suitable tool for telemarketing, satisfaction surveys and sales campaigns. Lists of contacts can be entered in the system manually or, using the available APIs, CSM can be connected with the provider’s internal systems and the out-bound campaigns can be generated automatically from an LoB application. This module can for instance be used to retain clients whose contracts are soon going to expire, who do not regularly purchase goods or services etc.
 

Out-Bound module: Campaign generation
Manual import	CSV, DB, XML
Automated import	DB, API

Out-Bound module: Available features
Quotas		Preview, progressive, predictive dialing
Call script		Call Progress Detection module
Skill set termination		Answering Machine Detection (AMD) module
Autodialer		PreCall window
Call List generation		Bulk E-mail and SMS campaigns

 Native functionality, Functionality requires an IVR module,   Functionality requires a hardware media gateway,
x Functionality not available

IVR Module

An Interactive Voice Response (IVR) module is no longer a mere means for quickly sorting out incoming requests. Next-generation systems ever more often use elements based on speech recognition, which make it possible to automatically categorize, navigate by voice and clearly identify the caller based on voice biometrics. Self-service systems have been gaining more and more footprint in support contact centers that handle, for example, account balance queries, consignment status, past-due invoice status or loyalty account balance queries. Today, it is standard that the caller can autonomously pass through the IVR system due to information about the caller that is available to the contact center owner or operator.

IVR module: Available functionalities
DTMF dialing		Text-to-speech (TTS) conversion
Unlimited IVR trees		Speech-to-text conversion (STT)
Unlimited levels		Multilanguage behavior
Voice dialing, call steering		Waiting time prediction
Voice biometrics		Dynamic behavior

  Native functionality,   Optional functionality

WorkForce Management

One of the two primary activities performed by contact center supervisors and managers is human resource optimization and planning. CSM, or specifically one of its modules – WorkForce Management, provides input information for shift optimization based on historical statistical information and future traffic prediction. The module works with personal preferences of operators, vacation plans and planned marketing campaigns or events. The calendar granularity is set at 15-minute intervals.

WorkForce Management module: Parameters available for planning
Historical traffic data		Skills required
Campaigns planned		Shift requirements
Operator availability		Statutory windows

  Native functionality,   Optional functionality

Quality Management

Contact center supervisors and managers are typically accountable for the level of support provided. CSM makes it possible to do a relevant assessment of the operators’ performance by means of objective and subjective assessment and evaluation tools. Objective evaluation is based on measurable parameters, such as ringing duration, average processing time etc. Subjective assessment is based primarily on listening to and classifying recordings by the supervisor or other operators. Another interesting picture of the contact center operations can also be gained by seeking feedback from the clients themselves, whether by automatically switching them to an evaluation system once they have finished their call with the operator or by contacting them pro-actively by a voice automat or via the E-mail and SMS channels.

Quality Management module: Available functionalities
Recorded call assessment		External evaluation by SMS
Recorded screenshot monitoring		External evaluation by E-mail
Dynamic forms		External evaluation by Auto-dialer
Assessment by an autdorized user with a defined weight (supervisor, anotder operator, client)		External evaluation once the WebChat communication has ended

  Available parameter with extended functionality,   Available parameter

SmartRecord – Call Recording Module

Many interactions with clients are necessary – whether to improve the quality of services provided or to fulfill the statutory requirement to record. SmartRecord has been designed and developed as a separate module of a more comprehensive software for the CSM contact centers. Pro-active development and continuous feedback from clients are used to enhance the solution with attractive functionalities and modules.
The standard recording solution can also be complemented with the functionality of continuous screenshots taken of the operator’s monitor screen. The saved screenshots are used primarily to check the information provided by the operator to the client so that, if incorrect information has been given, the issue can be clearly identified on the operator’s part or within the customer’s internal system.

SmartRecord call recording module
Recording type: internal, external, active, passive		Conversation continuity detection
Call recording		Reporting and Business Intelligence
Operator screenshots		Record evaluation
Voice analysis		Archiving tools
Keyword detection		Administration tools
Emotion detection		High availability, security

  Native functionality,   Optional functionality.

Knowledge Base

If they do not know an answer, CSM operators have a tool with quick and effective ‘help’ available: the Knowledge Base module. This modules makes it possible to quickly find a relevant answer to the client’s request, and the availability of pre-formulated answers and templates also significantly speeds up the operators’ work, making their answers more accurate.

Campaign Module

Do you have more sources of client data? Do you need to select a set of clients to be addressed based on various conditions? Do you lack a team of analysts who would create a call list for you on the level of database queries? All these questions can be answered using CSM’s Campaign module. The module can be connected by means of a defined API with any external system, such as CRM, IS, ERP, and useful information can be obtained from these sources as a basis for campaign preparation. Moreover, you can work with static sources, such as one-off databases purchased. The module makes it possible for a less able user to create any kind of a complex logical condition over the available data, which then defines the resulting set of contacts to be addressed. The result can be automatically processed by CSM’s Out-Bound module or submitted for external processing in a suitable data format.

Campaign module: Available parameters for planning
Ad-hoc campaigns		Option to edit the output on the SQL level
Periodic campaigns		Option to edit the output on the XLS level
Graphical condition editor		Condition templates
Import from unlimited number of sources		Exports (DB XLS, CSV, XML,..)

  Native functionality,   Optional functionality

Reporting

CSM offers extended reporting and analytical tools to its users. All events in the contact center (interaction, operator activity, client choices, …) are continuously recorded in an internal database. The Reporting module then makes it possible to define any cross-section through the data in order to define the required report structure. The reports support both text and graphical presentation of information, and it is just up to the report creator to choose a suitable output format.

The system reports can be divided in two basic groups by the method of use. Ex-post reports are used to evaluate historical data on the contact center operation in a defined timeframe. They include both detailed views of specific entries and aggregate and summary information, too. On the contrary, real-time reports reflect the current status of the contract center and can be displayed in the applications used by operators, supervisors, on central wall-boards or by means of the company’s PowerBI management.

Reporting module: available functionality
Operation reporting		Period reports automatic generation
Campaign reporting		Export to various formats (XLS, Word, PDF)
Agents reporting		Condition templates
Custom reports creation		Agregated data
Unified internal and external data		Filtering

  Native functionality,   Optional functionality

Voice Channel

Despite some prognoses of the past, the voice channel still remains one of the key communication channels for incoming client requests. Although it is historically the oldest method of communication (unless we consider ordinary post), the voice processing technology development is not finished, rather on the contrary! Speech recognition, call steering, voice biometrics, emotion analysis and WebRTC technology tools once again bring this method of communication to the forefront. Contact centers are about to go through a period of automation and robotization, with artificial intelligence to gradually replace the first support level provided by operators.
With their gradually more and more widespread use and massive deployment, the price of these new technologies is going to decline and they will be better available even for small contact centers and support teams. With that kind of development, we may paradoxically expect a renaissance of the ‘live operator’ as a means of communication for VIP clients and those companies who will wish to use human resources to demonstrate their extraordinary care for their clients.

E-mail Channel

E-mail is presently a communication channel equal to the voice channel, and the number of requests handled by means of e-mail communication in contact centers continues to grow (at an ever greater rate). This can be attributed not just to the less invasive nature of this type of communication but also to the availability of e-mail messages on mobile devices. From the technical viewpoint, it still is asynchronous communication, yet the expected response time has shortened over the past years from several days to hours. That is also one of the reasons why it makes sense to consider complementing your corporate e-mail solutions with a tool that will enable you to handle e-mails quickly, having the option of a sophisticated selection of users, speech recognition, request categorization, and a tool for quick or automatic answers.
The E-mail module of CSM optimizes the in-bound routing of e-mail requests, speeds up their processing and, in addition, offers the bulk e-mailing functionality.

E-mail module: Termination parameters
Senders address		Date
Recipient’s address		Predicted response time
External query to DB		Queue duration
Internal query to DB		Operator availability
Query via an API		Skill set
Preferred operator		Progressive skill set
Communication history		Keyword detection
Reception time

  Parameter available with an extended functionality,   Available parameter,   Partially limited parameter, x Parameter not available

WebChat, IM

The chat channel, or Instant Messaging in general, represents one of the younger communication channels used in contact centers, the significance of which has been rising as the Millennials shift toward the productive age. Chat communication is the quickest and most effective method of communication from a corporate website. Unlike standalone (dedicated) WebChat solutions, CSM’s WebChat module brings benefits in its integration with other channels. For example, if the IM-based method of communication with the client is no longer sufficient and a voice call needs to be established, there is a feature to establish a classic audio or video connection with the operator with just a single click on a telephone icon. Another interesting feature is the option to share the client’s view when passing through the company’s website and to guide them during the navigation if they cannot find certain information on the website or have difficulties completing web forms. The contact center operator can thus gain key information on the client’s behavior on the corporate web (still before their voice conversation begins), which may constitute a key fragment in the mosaic of customer behavior. CSM gives the operator a comprehensive view of that mosaic, over which it is possible to perform various data analyses and reveal hidden correlations that are not apparent on first sight.

WebChat: Available functionalities
Simple integration with the owner’s website		Operator identification
Elementary co-browsing		Response templates
Extendable with a voice and video component (WebRTC)		Keyboard shortcuts to quick answers
Information about the history of the client’s visits and web pages viewed		Picture insert support
Delegation to another operator		Termination by skill set
External assessment of conversations with clients		Parameters for active/passive chat window pop-ups
Option to send content by e-mail

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

Social Networks Module

A speedy administration of social network content is not that much key to instant sales, yet it is vital for maintaining a positive perception of services, products or the company as such.  Unlike other communication channels, where a customer’s negative experience is limited to their immediate friends and family, negative feedback on social networks is likely to have far-reaching impacts. CSM’s Social Networks module brings tools for effective communication and is integrated in the application’s native environment, which enables operators to serve all available channels from a single environment. The contact center owner can thus use the automatic balancing of inbound interactions to utilize the operators’ capacity better and ensure faster response times to client requests.
The module makes it possible to serve posts (e.g. on the ‘Wall’ in Facebook) and, together with the IM Chat module (e.g. Facebook’s Messenger), it detects keywords in the posts and makes the operator aware of the need to respond quickly. The available API makes it possible to use paid business services in social networks. Notification messages are also available as a substitute for SMS.

Social Network module: Available functionality
Platforms supported: Facebook, Twitter, LinkedIn, Viber		IM communication and Post processing
Keyword detection

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

SMS

Despite the prognoses voiced by various analysts and telecommunication operators, short messages (SMS) have not seen their popularity decline much. It is still the most common means of notification messages, which enjoys one major advantage – it is independent of the user’s data connection. CSM’s SMS module makes it possible to send short messages for automatic notification but operators of course  have an editor available to send customized SMS and receive the same. Moreover, there are pre-defined templates available to operators same as with any other kind of written communication, and the most suitable operator for handling an SMS request is selected based on parametric input conditions defined in the In-Bound module.

SMS channel: Available functionality
Notification / Customized SMS		Mass SMS campaigns
Response templates		Archiving
Dynamic forms		Delivery checking
Termination by skill set		Multiple SMS gateways support

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

Video

The video channel is an ideal means for reinforcing personal relationships with clients. The video call technology is ever more often used by companies that wish to provide above-standard care to their VIP clientele or that want to enhance their support or sales level by remotely presenting products and their features. This often represent just one-way communication where the client is represented by an audio channel only , yet the operator’s side has a full range of channels including video. This kind of communication is often complemented with co-browsing or desktop sharing options. CSM’s Video module combined with a communication system provides video communication for standard hardware and software means but also new methods of communication by means of WebRTC directly from the company’s website, without the client having to own any costly video-conferencing equipment. Recently we have seen the introduction of operator terminals with transparent screens that allow the remote presentation of products; these can be used to promote sales or to render help with set-ups and configurations.

Video channel: Available functionalities
third-party HW and SW support		Option for unilateral video-stream activation
Conversation recording		Video from website supported (WebRTC)

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

HelpDesk Module (Case Module)

The  HelpDesk module is used to record and manage tickets, i.e., for incident management. It is useful for companies that do not serve anonymous clients and that wish to improve the level of support provided. The module is also suitable in situations when the response to a client’s request is not finished in a single call or e-mail message but requires more interactions from various communication channels.
The module benefits include a quick ticket registration, delegation to the right solvers and assurance of the required service level for accommodating a client’s request. Statistical values are monitored throughout the solution time to facilitate backward analyses, which are used for corporate process optimization. In CSM’s terminology, a ticket is referred to as a ‘case’. A case can be described as a virtual envelope that contains all communication pertaining to the given problem. The communication includes e-mails, SMS etc. received from or sent to the client. A case also registers all internal business processes and notes or comments. Moreover, partial tasks can be created within a case, which can then be delegated to authorized solvers. Metadata (time, solver, …) is recorded for every event that the case includes.
 
A case passes through several mandatory or optional phases, which start with ‘new/open’ and end with ‘closed’. These two states are mandatory for the correct distribution and registration. Between the state of new (newly open) and finished (closed), a case may have any user-defined status. The processing procedure is firmly defined for each of the request categories, and a group of users with the necessary know-how for processing the request is designated for each of the statuses. The status can be changed only once all mandatory tasks have been completed. Any number of dynamic forms can be associated with a case, which ensure a quick and procedurally correct registration and management of the client requests.

Opening a case

Cases are typically opened by operators based on input stimuli, such as client requests from the voice or e-mail channel. Generally, a request can be received and a ticket established from any communication channel that CSM handles (telephone call, e-mail, SMS, social networks, webchat, contact form, …). An operator, or any CSM user with a relevant right or license, may open cases (tickets) manually or they can be opened automatically by the system. The inputs can be identical as in the manual mode; however, in addition, CSM can be integrated with external ticketing systems.
An image of the CSM environment

Statuses

A ticket always has a specific status. Apart from the ‘Open’/’Closed’ statuses, which are required for proper system operation, there are also optional statuses that can be defined by users. There is no limit to the number of user-defined statuses; thus, you can often see statuses such as ‘Submitted to BackOffice’, ‘On hold’, ‘Waiting for client’s response’ etc. The below workflow can be used to define an order of statuses , thus ensuring that a request gets properly procedurally processed.

Categorization / Priority

Every request is assigned a category or topic to which it relates. Requests can be categorized manually or automatically based on the available metadata and determines the method of further processing including the input priority.

Ticket Queues

Based on the assigned categories, cases are queued for processing. Solvers can manually take them from the queues or the cases are assigned automatically based on user rules.

Workflow

A specific Workflow can be defined for every group of tickets, which represents a set of rules indicating how and by whom the ticket will be processed. The solver is selected based on a system of authorizations and parameters that ensures that requests are processed by solvers with sufficient know-how.

Information Availability Across the Company

Throughout the ticket’s existence, all information is available to selected CSM users. This feature is key primarily for front-end businesses whose staff, such as contact center operators, can use the accurate information to give precise answers to all of their clients’ questions, including details on their request status, who owns the request and when the result will be available. Since the system records every step, ticket editing or handover to a different solver, sophisticated analyses can be performed over the resulting set of data to improve the effectiveness of communication with clients and professional approach by operators as well as to optimize processes within the company.

Service Level/Escalation

The required service level (SL) can be set in the system for every topic-related group of tickets. The system then ‘monitors’ the time from request reception to its closure or the maximum time limits by which the ticket needs to pass through each of the phases or statuses. If the defined limits or their percentage portions are exceeded, operators can be made aware of the situation visually by the ticket’s color changing or the ticket can be subject to one of the escalation rules.
An image of the supervisor’s environment

Notification

When the ticket status changes or when a certain time interval has been exceeded, a notification can be sent. This message can be sent by means of any of the natively served communication channels, typically by SMS or e-mail. The notification can be internal, e.g., it displays in the supervisor’s application, on the notice board or wall board, or the system can respond to it automatically, e.g., by creating a task. Integration with external systems is also frequently used.

Statistics

All the values recorded, whether entered in the system by users or acquired automatically, can be statistically analyzed and displayed in well-structured graphical reports.
An image of the reports, perhaps PowerBI

Archiving

All system events are archived, and the archiving policy can be defined. This means primarily setting the duration of archiving in respect of the topic processed, ticket result, and also defining access rights to historical information. Any cases that have been archived or closed can be reactivated at any time.

FAQ on HelpDesk

Parameters of in-bound, project-related and distribution rules	CSM solution
Is communication with another client also recorded for a given case if it pertains to the same issue? For example, when the client’s wife communicates on behalf of the client?
Yes, communication with multiple clients or persons can be recorded under once case. Pairing can be done automatically based on the clear content or manually by the operator or any CSM user who has the relevant license and rights.
Is it possible to set a higher priority to cases established with selected clients?
Yes, every case has the priority attribute. This attribute is set by algorithms that incorporate client information but also the request topic, time spent in the queue, time to end of work hours etc.
Which options does the client have to find out the current status of their case?
Throughout the time while the case is being solved, the client can be kept informed by notification messages (when the status changes or when defined time limits are reached). Moreover, the solution can be complemented with a website where the requested information is available once the client logs in.
Can I assign cases based on the operators’ knowledge level?
Yes, the system ensures that cases are processed only by those agents who have sufficient know-how on the given topic. The knowledge of operators or users is defined in a knowledge matrix. This ensures that cases of a given category are always handled by the best available operators.
Can I assign requests from a particular client primarily to a specific operator?
Yes, the system has the functionality of a preferred operator.
Can I as client be informed if my request gets to a different solution phase?
Yes, for this purpose the system has a workflow functionality that allows notification messages to be sent. Any of the integrated communication channels can be used for notifications. The channels most frequently used include e-mail, SMS and Instant Messaging on social networks. Notification is also possible through the voice channel using an autodialer.
Apart from being able to see the history of communication, can the operator for a particular case also listen to the available recordings?
Yes, yet only if CSM is used to serve the voice channel also or if it is integrated with a third-party recording solution. Recordings can be accessed only with relevant access rights; thus, it is possible to ensure that an operator can only listen to their own recordings  or to the recordings of the same team or to recordings pertaining to a particular case phase or status.
Is the information provided to the operator limited only to the given case or is it possible to view a complete history of communication with the client to find its historical context?
The set of information that is displayed to operators is be defined by users. The standard information displayed includes all the communication pertaining to the given case, such as the history of communication with the client over the past X months. The system primarily automatically displays the information when there is an incoming interaction (call, e-mail, SMS), which makes the work much easier and faster for the operator. Every user, provided that their rights allow them to do so, can of course find the client’s communication history to any selected level.
Can multiple cases be created from a single interaction, e.g., from one telephone call or e-mail?
Yes, this is a common situation when one client wants to resolve multiple issues or questions in a single e-mail or telephone call.
Is it possible to merge duplicate requests in CSM?
Yes. Moreover, the client’s history is displayed when the operator accepts a case. This way it is easy to determine whether the request is already being solved or not.

  Extended functionality,   Standard functionality