1. What is CallCentreAnywhere™?

   TELUS CallCentreAnywhere is a customer contact centre and management solution hosted entirely on the TELUS network. By integrating all the communication channels - phone, e-mail, Web collaboration and Web chat - on demand, anywhere, it will help you collaborate more effectively and efficiently with your customers, suppliers and partners.

   Today, no matter what size of company you manage, advanced customer service is at the heart of competitive advantage and the most effective way to stand out in your marketplace. Which is exactly what TELUS CallCentreAnywhere enables you to do. It provides secure, stable, low-cost and scalable infrastructures for single or multi-site contact centres, giving you a more flexible, rapid response approach to implementing evolving business strategies. In other words, it enables you to quickly shift from a traditional telephony-based infrastructure to integrated voice and data contact centre functionality

2. What does CallCentreAnywhere actually do?

   TELUS CallCentreAnywhere is a suite of contact technologies that are integrated-by-design. These technologies include the variety of media your customers may use to contact you - inbound or outbound telephone calls, Web chat sessions, e-mail, Web collaboration using bi-directional page pushing, voice mail, and interactive voice response (IVR). Whatever method your customers select, CallCentreAnywhere enables you to manage the entire interaction process according to established business rules. These rules ensure the customer is handled by your best qualified agent.

   If you cannot measure it, you cannot manage it, so CallCentreAnywhere also provides real-time and historical data to supervisors, enabling them to monitor all your contact centre operations. From their Internet browser desktop, supervisors can listen in on calls without detection. They can whisper-coach agents, observe desktop interactions or listen to recordings of or view past customer interactions. Complete interaction histories are maintained for all customers, regardless of the media channel they used.

3. What is the difference between a traditional contact centre and CallCentreAnywhere

   A traditional contact centre is usually telephony-based and has limited self service or Web capabilities. Often, it's limited to self-service or agent-assisted technologies and cannot easily cost-justify other agent performance optimization tools that could provide a competitive advantage. These centres are collections of "point solutions" or individual software packages that may not be fully integrated with other contact mediums such as voice mail and chat. CallCentreAnywhere was designed from the start to accommodate all media types, from voice and e-mail to Web-based customer interactions. It integrates these distinct contact technologies and presents them on the agent's desktop in a consistent manner.

   CallCentreAnywhere can also help drastically reduce capital equipment expense. For a flat monthly fee, all you need for each agent and supervisor is a phone and a computer with Internet access. You can also integrate CallCentreAnywhere into your existing PBX switch or Centrex lines.

4. How will my business benefit from CallCentreAnywhere?

   Because TELUS CallCentreAnywhere is a hosted, multi-channel offering, you no longer need to implement expensive and complex call management systems on multiple software platforms on your own premises. Instead, you can flexibly adapt to changing business needs - whether deploying the latest marketing campaign, scaling up or down to adjust for seasonal business demands or ensuring business continuity with remote personnel anywhere.

   In addition to eliminating up-front capital investments, you also benefit from the cost savings of integrated multi-channel technologies. Maintenance, support and software upgrades, which can entail 10-15% of the cost of the traditional system, are all taken care of by TELUS Contact Centre experts.

5. How is CallCentreAnywhere priced?

   CallCentreAnywhere is priced by login and contract term. For a budget-friendly flat monthly fee, each CallCentreAnywhere license includes all multi-channel technologies, providing intelligent routing of voice, chat, Web collaboration, e-mail management, voice-mail and interactive voice response (IVR). The fee also includes universal queuing, agent monitoring and integrated reporting functionality

6. CallCentreAnywhere sounds expensive. Is it?

   On the contrary, CallCentreAnywhere can help you drastically reduce capital equipment expense. All you need for each agent and supervisor is a phone and a computer with Internet access. You can also integrate CallCentreAnywhere into your existing PBX switch or Centrex lines.

   It means you don't need many servers / boxes. For basic service, there is no need for a chat server, e-mail ACD server, Web callback server, quality monitoring and recording system or CRM system.

   CallCentreAnywhere includes a long list of pre-integrated applications. Phone calls are integrated with chats, e-mails, faxes, quality monitoring, Web callback, weighted skills-based routing, interactive voice response (IVR), real time agent support and, most importantly unified reporting.

7. What about my existing infrastructure

   CallCentreAnywhere enables you to eliminate numerous call centre license fees. With typical solutions, you have to negotiate separate licenses for call routing, interactive voice response, e-mail management and Web collaboration, quality monitoring and others. CallCentreAnywhere includes all this functionality and more for one simple, monthly price.

   With the all-inclusive license, you also receive these additional operational and total cost of ownership benefits:

   • Greatly simplified training, as agents and supervisors have just one interface to learn, instead of four or five application screens.

   • A drastic reduction in maintenance costs. TELUS takes care of the software and hardware maintenance that you normally would have to budget for.

   • Regression testing is not necessary, nor do you have to pay separate fees for individual systems. CallCentreAnywhere is only one system.

   Your only expense is desktop maintenance for all the browser-based applications you already deploy in your company. TELUS future-proofs your contact centre

8. Can I trust my mission critical contact centre to a hosted service?

   Absolutely. Hosted services reduce surprises and are the most predictable. Test cycles are intense because any amount of service downtime affects many clients simultaneously. What's more, we don't stop at regression testing in the TELUS hosted environment. For increased predictability, new features and capabilities are pre-tested in our Quality Assurance lab.

   Hosted services also offer consistent provisioning across the network. CallCentreAnywhere is designed as a true network-based software architecture with hot back-ups of all servers. This patented mirroring process ensures each server has a back-up, ready to take over if the master server fails. As a result, disaster recovery is easily maintained and achieved with TELUS CallCentreAnywhere.

9. How secure is my contact centre and my company's data?

   To ensure the security of the application and your data:

   • CallCentreAnywhere uses firewall-safe HTTPS connections

   • Agents and supervisors use a Web browser to connect through a secure socket layer with 128 bit encryption

   • Each TELUS client has their own security settings

   • Agents, administrators and supervisors have secure logins, each requiring a password and system name to ensure accessibility

   • If an agent's performance warrants it, a supervisor can log an agent out and dynamically change the password to deny further access to the company's system

   • Host partitioning keeps customer data safe. Each contact centre has its own private partition, ensuring data is secure

10. I need to launch a contact centre quickly and I've heard they are a nightmare to set up. How can CallCentreAnywhere help?

    CallCentreAnywhere is fast and easy to install and use. In as little as 12 business days it can be greeting callers through the interactive voice response system (IVR) and directing them to the best qualified agent. At the same time, it can target e-mail inquiries to agents according to business rules and connect Web surfers to a chat or collaboration session with the best resource. All these touch points are easily connected together. You don't have bother enlisting a variety of outside vendors, each with their own application, custom programming and integration testing.

    New campaigns within your company can be set up "on demand". The months of waiting for central IT staff to deploy a call routing and management application are over. Plus, with its intuitive browser-based interface, CallCentreAnywhere is easy for agents and supervisors to use.

11. I usually deal with my vendors to create workgroups, skills and other administration tasks. How is CallCentreAnywhere different?

    On-the-fly changes to agents, workgroups and remote agents are very easy to learn with CallCentreAnywhere. All functions act in basically the same way. Remote supervisors and agents can be configured as quickly as regular ones. Whenever you make changes, they take effect in "real time", with no service interruptions.

12. Does CallCentreAnywhere allow me to implement remote supervisors and agents?

    Multi-site configurations can be launched instantly from one central location. Agents can be anywhere, as long as they are equipped with a telephone and a computer with Internet access. Centralized agents, your mobile workforce and at-home agents all look the same to CallCentreAnywhere.

    With you or your administrator in control, this adaptable offering allows you to quickly address constantly changing business opportunities. You're in control of call flow logic, interactive voice response (IVR) prompts, agent skills, workgroups and projects. You determine how customer interactions are routed, what customers hear, which agents handle certain customers, how calls are funneled, and how products are addressed. With this breadth of control, it is easy to see how campaigns can be set up overnight.

13. My customers are demanding and want to "call in" the way they like. What choices does CallCentreAnywhere give them?

    With today's varied technology channels, providing exceptional customer service is a challenge. CallCentreAnywhere allows you to prioritize customer profiles as well as the communication channel they use. Some callers want to talk to agents on the phone, others prefer e-mail, while others like to Web chat. All can be accommodated with CallCentreAnywhere. From the agent's desktop, a blended view of the customer-facing media keeps everyone focused on customers.

    Companies can further impress customers by adding self-service options. Automating services like frequently asked questions adds flexibility to a previously restrictive, standard hour-of-operation timeframe. CallCentreAnywhere also provides other alternative full service offerings such as 24-hour interactive voice response (IVR), or the ability to arrange Web callbacks to accommodate a customer's hectic schedule.

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14. How can I keep track of all the many times my customers contact my company?

    CallCentreAnywhere provides a holistic approach to customer care. Unlike other applications, CallCentreAnywhere unifies call logs, chat transcripts, e-mail transcript recordings and call detail records. This provides a realistic view of the customer's relationship with your business and eliminates "data silos" that may result from different applications tracking different communication technologies.

    CallCentreAnywhere tracks each interaction, with the caller's information and all relevant data transferred together from agent to agent. If an employee requires a full view of who said what to a customer, CallCentreAnywhere can provide recordings of a call, what was written in a Web chat session, e-mail transcripts and other interaction routing treatments.

15. What customer satisfaction tools and reports are available with CallCentreAnywhere?

    CallCentreAnywhere provides supervisors with agent monitoring, call logging recordings and agent adherence logs. It delivers integrated reporting across all media types; specifically, worker / group / product - related reports. Plus:

    • Along with the written historical data, supervisors have real-time views of all agent activity, including remote agents.

    • Clients can define their own agent status definitions.

    • Supervisors play vital roles as managers and coaches, supporting their agents in providing superior customer service. They can listen in on calls without detection and whisper-coach agents if required.

    • Supervisors may also join calls and view agents' screens, monitor Web chats or e-mail responses, and even take over agent screens if necessary.

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