Premier Edition Cloud (PEC) for Contact Centers: A Comprehensive Overview
Discover the PEC Premier Edition Cloud offering designed for smaller contact centers, providing quick setup and efficient operations. Learn about its components including Virtual Contact Center, CX Builder, and CX Analytics.
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Presentation Transcript
PEC Premier Edition Cloud OR: YES VIRGINIA, THERE IS ANOTHER CLOUD OFFERING
What is Premier Edition Cloud (PEC)? PEC is one of our three offerings. It s for smaller contact centers that have up to 250 seats. With PEC, customers can set up their contact centers quicker than it takes to get a fast food meal.
PEC Hierarchy PEC PEC is broken down into three components: Virtual Contact Center (VCC) CX Builder VCC CXB CXA CX Analytics
Virtual Contact Center (VCC) VCC is a cloud-based solution and is delivered as an on-demand service. Agent set-up, whether in-office or remote, takes place in minutes. Provides real-time monitoring of agent activity. VCC VCC VCC Agent Desktop CX Gplus Adapters CX Builder* Dashboard Analytics* *CXB and CXA can be sold separately. CXB and CXA can sometimes emit an eerie glow. Do NOT taunt CXB and CXA.
VCC Dashboard VCC Dashboard Supervisors can manage their agents and skills Administrators can view the state of ACD queues and configure contact settings accordingly Supervisors: Monitor ACD queues, agents, calls Assign skills Administrators: Configure contact center settings Add skills
VCC Agent Desktop VCC Agent Desktop Uses Workspace Web Edition as a back engine. EEC WWE = full functionality and PEC VCC Agent Desktop = WWE lite Voice interactions Chats Emails Less filling, but still tastes great!
CX Builder CXB Set up IVR to handle self-service requests from customers Set up ACD to handle assisted service requests if customers want to speak to an agent during the course of the call ACD IVR CX Builder = PEC version of Genesys Designer/Composer Can be a stand-alone offering
CX Analytics CXA Offers analysis of call data and insight into the performance of voice applications so changes can quickly be made to the call flow. VCC Reports (ACD) CXA = PEC version of EEC historical reporting IVR Reports Can be offered along with CXB or as part of the VCC solution
Gplus Adapters Gplus Adapters Software solutions that control the look and feel and behavior of different applications SoftPhones Includes both administrator and agent functionality Salesforce Zendesk NetSuite
