Effective execution of your contact center business processes is a critical way to generate true competitive advantage. These processes determine the customer experience you offer, and dictate your cost of doing business. The Onyx Contact Center solution can help you optimize these business processes, dramatically increasing the productivity of your contact center agents. Whether the contact center agent is making an outbound sales call or answering an inbound service request, Onyx helps those agents capitalize on every interaction with the customer.

The Onyx Contact Center solution includes powerful business process automation and intelligent call scripting capabilities that help your contact center:

• Drive down costs
• Increase agent productivity
• Deliver a unique customer experience during every interaction.

With over 1,300 customers, Onyx solutions are used by service, sales and marketing organizations ranging from medium-sized businesses to the world’s most recognized brands, including American Express, Amway, and ntl. While these companies range in size and vary in their geographic location, they share one common need - the need to cost effectively model processes to provide a more intimate level of customer service where every interaction counts. The Onyx Contact Center supports this objective by offering a rich portfolio of capabilities including business process automation, cross-sell / up-sell, email management, intelligent call scripting, knowledgebase access, web self-service and work ticket management. The Onyx Contact Center also integrates with the world’s leading CTI platforms.

Onyx Contact Center At-A-Glance

Service Functionality Customer Profile Management Account Management Call Handling and Service Inquiries Call and Issue Tracking Business Process Scripting Call Scripting Email Management Email History Task Management Escalation Automated Search Tools Web Self-Help Online Service Inquiries Monitor email queue Online Customer Surveys Online Order History Audit Trail Case Management

Sales Functionality Contact Management Opportunity Management Pipeline Management Sales Methodology Support Business Process Scripting Call Scripting Email Management Email History Literature Fulfillment Task Management Revenue Predictability Win/ Loss Analysis Team Selling Partner and Channel Management Scheduled Call back Capture Web Leads Marketing Encyclopedia

Integrations & Alliances

Apropos™ Aspect Communications Avaya Cisco Systems® Cognos® Concerto CosmoCom Genesys Interactive Intelligence Knowledgebase.net MacFarlane

Onyx CTI

Onyx CTI integrates Onyx Customer Management with virtually any telephony system providing single screen access to everything an agent needs to skillfully manage the customer interaction.

Onyx CTI gives agents what they need to act more decisively.

Onyx CTI - capabilities At-A-glance

• Single screen access gives agents everything they need for successful transactions-detailed customer records, intelligent call scripts, support incident history
• Flexible functionality with easy configuration accommodates agent needs, changes in workflow and permissions-all without coding
• Customer information follows the call to give the customer a smooth, professional experience
• Screen pops with customer information and scripts reduces agent searching, transaction time and training
• Intuitive interface makes call transfers, conference calls, overall call handling easy-even for new agents

Marketing Automation

Sales Force Automation

Service/Support Management

Contact Center

HIGHLIGHTS

Onyx for Contact Centers Onyx CTI