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Market Introduction Atos Unify OpenScape Contact Center V11R1 FR4 for Service (OCC1114MVX)

Brief Description

Fix Release 4 of OpenScape Contact Center Enterprise V11 R1 introduces an automatic Customer Survey (CSat feature which is implemented in The OpenScape Contact Media Service (CMS) server, when using ans OpenScape Voice or OpenScape 4000 platform. It can become integrated with OpenScape Contact Center either by using the Integrated Call Director IVR or via an Application Builder script running on the Voice Portal IVR. Reports that can become used to evaluate the results from the CSat survey are available from the CMS Server.

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Description

Installing Fix Release 04 of OpenScape Contact Center V11 R1 and the corresponding CMS server.
The Customer satisfaction (CSat) survey feature.
Changes in the OpenScape Contact Center configuration.
REST SDK enhancements.
Approaches to integrate the CSat survey with OpenScape Contact Center.
Changes in the CMS configuration.
Configuring the CSat Survey on the CMS Server.
CSat survey reports.
Survey Reporting database.

Objectives

Enabling participants in installing and configuring the Customer satisfaction survey feature of OpenScape Contact Center.
Solution Design for the CSat survey feature.
Evaluating the results of a CSat survey.

Prerequisites

Expert knowledge of OpenScape Contact Center V11R1.

Service

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Target Group

Service personnel installing and maintaining OpenScape Contact Center.
Solution architects designing Open Scape Contact Center for customer implementations.