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About Call Center On Demand

Call Center On Demand allows you to use voice, voicemail, and email to manage customer interactions. Because of its integration with Siebel CRM On Demand, each customer interaction is tracked and stored in the same location that your company uses to manage its contacts, accounts, solutions, and so on. This integration allows you to leverage the information in your company's database to find solutions to customer issues, update contact information, and run analytics against your data.

Call Center On Demand is a Web-based call center that uses these channels:

  • Voice

    Call Center On Demand allows you to establish real-time voice communication and uses skills based routing to forward calls to the appropriate agent. The call controls built into the interface allow you to receive calls, place outbound (external) calls and internal (agent-to-agent) calls, place a call on hold, hang up (close) a call, transfer a call, and conference in other parties. The feature includes these capabilities:

    • Inbound calls. Receive and work with an inbound call through the Call Center On Demand interface anywhere there is a touch-tone telephone, provided you are logged in to the application.
    • Outbound calls. Call Center On Demand supports outbound dialing to U.S. (domestic) and international locations. Calls can be placed from the Call Center On Demand toolbar.
    • Call Control. All calls are handled through the Communication Tools and Voice Controls sections in the Action bar, and the Calls subtab on the Communications Homepage. Other information passed with the call (for example caller name, telephone number, and 800 destination) is only displayed if configured.
    • Internal calls. Contact another agent or supervisor logged into Call Center On Demand by selecting the desired agent or supervisor from a drop-down list of active users.
    • Skills-based Routing. Voice calls are routed to the most qualified agent to handle the call (that is, defined by customer touch-tone selection through IVR).
    • Statistics Window. Provides real-time statistics on call progress in the Call Center On Demand application. The window displays the current state, the time in the state, the number of calls in the queue, and the call that has been waiting in the queue the longest.
    • Click-to-Dial. Outbound calls are placed by clicking the phone number link in the Details or List pages.
    • Supervisor Control. Supervisors can record and listen to previously recorded phone calls for quality assurance purposes. In addition, supervisors can monitor agents real-time and invoke actions such as whisper, coach, join, take over, and log agents out.
  • Voicemail

    Call Center On Demand's voicemail channel uses skill-based routing to forward messages to the appropriate agent. Each Call Center On Demand company defines when and how voicemail is offered to a caller. Applying Call Center On Demand's intelligent routing supports rapid response to callers who choose to leave a voice message with the same quality and priority as regular telephone calls. Agents can listen to the caller's message and reassign it to another agent or workgroup, if necessary. You can access the voicemail through the activity record, even after it is wrapped up. Voicemails can be played back on a local media player or on a phone.

  • Email

    Emails are routed to an agent's email, according to keywords in the email or the agent's skills. Emails can be responded to, discarded, and reassigned to another agent or workgroup. Agents are given limits on the number of emails they can work on at a time. To review these limits, the agent can click Statistics in the Action bar and review the Offline Messages line.

About IVR

Underlying the Voice and Voicemail channels is Interactive Voice Response (IVR). IVR uses underlying touch-tone recognition and Call Center On Demand skill-based routing.

Touch-tone recognition permits the IVR to answer a call, play a prerecorded message, and prompt the customers to indicate the nature of their query and route them to an appropriate agent (for example, by pressing 1 for Sales).

About Matching Records in Call Center On Demand

When an agent receives a communication from a customer, Call Center On Demand does the following:

  1. Searches existing records in the Siebel CRM On Demand database to match Contact, Lead, Account, Service Request, and Campaign records.

    For phone calls, the application looks for matches based on:

    • Originator phone number (which phone number the customer is dialing from). This information is captured in the Origin field.

      For emails, the application looks for matches based on:

    • Originator email address. This information is captured in the Origin field.

      NOTE: For campaign records to include the phone numbers and email address fields, which are the ones used to determine matches, your company administrator must add these fields manually to the Campaign Edit pages: Campaign Email, Campaign Phone #. For instructions, see Customizing Static Page Layouts.

  2. If a single match is found, the matching record appears.

    If multiple matches are found, the application doesn't't link the activity to a specific record. You need to do that manually.

  3. An activity record is created for the communication, which is linked to the matching record.

    NOTE: If an agent transfers a call to another agent, an Activity will be created for the agent to whom the call is transferred.


Published May 2008