FrontStage Features

In-Bound Module

Next-generation contact centers do not focus only on handling in-bound requests fast; rather, they aim at achieving the client’s overall satisfaction. That satisfaction does not just come from a quick and correct answer though! In reality, the client’s overall experience and satisfaction is derived from all kinds of service details, such as the availability of a suitable communication channel for contacting your company, the time spent waiting in a queue, how intuitive it is for them to make selections in the IVR system, voice commands or music played while waiting, selection of a suitable agent and their knowledgeability, preferred response method, feedback assurance, personal approach, the agent’s professional communication and many other small things. A majority of the above aspects are handled by FrontStage’s In-Bound module.
The In-Bound module serves to speed up incoming communication and make it more effective. It allows the contact center owner to utilize to the maximum the operators’ time spent with clients. Using parameter-based conditions, the In-Bound module channels the initial interaction through the system. The parameters can include time, knowledgeability of the client, previous contact history, responses from external knowledge or information systems or, for example, the client’s business potential. Once all the available parameters have been evaluated, the most suitable operator will provide a relevant answer to the client or the information will be communicated automatically by the system, yet even in this case a personal pro-client approach is applied throughout the serving time. The module thus significantly reduces the time from the moment when a request enters the system until the request is resolved, minimizing the origination of lost requests and the phenomenon of stray calls or e-mails and providing auxiliary tools for cross-selling and up-selling.
 

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

Out-Bound Module

FrontStage’s Out-Bound module distributes and plans outgoing calls. It has been designed primarily as a suitable tool for telemarketing, satisfaction surveys and sales campaigns. Lists of contacts can be entered in the system manually or, using the available APIs, FrontStage can be connected with the provider’s internal systems and the out-bound campaigns can be generated automatically from an LoB application. This module can for instance be used to retain clients whose contracts are soon going to expire, who do not regularly purchase goods or services etc.
 

 Native functionality, Functionality requires an IVR module,   Functionality requires a hardware media gateway,
x Functionality not available

IVR Module

An Interactive Voice Response (IVR) module is no longer a mere means for quickly sorting out incoming requests. Next-generation systems ever more often use elements based on speech recognition, which make it possible to automatically categorize, navigate by voice and clearly identify the caller based on voice biometrics. Self-service systems have been gaining more and more footprint in support contact centers that handle, for example, account balance queries, consignment status, past-due invoice status or loyalty account balance queries. Today, it is standard that the caller can autonomously pass through the IVR system due to information about the caller that is available to the contact center owner or operator.

  Native functionality,   Optional functionality

WorkForce Management

One of the two primary activities performed by contact center supervisors and managers is human resource optimization and planning. FrontStage, or specifically one of its modules – WorkForce Management, provides input information for shift optimization based on historical statistical information and future traffic prediction. The module works with personal preferences of operators, vacation plans and planned marketing campaigns or events. The calendar granularity is set at 15-minute intervals.

  Native functionality,   Optional functionality

Quality Management

Contact center supervisors and managers are typically accountable for the level of support provided. FrontStage makes it possible to do a relevant assessment of the operators’ performance by means of objective and subjective assessment and evaluation tools. Objective evaluation is based on measurable parameters, such as ringing duration, average processing time etc. Subjective assessment is based primarily on listening to and classifying recordings by the supervisor or other operators. Another interesting picture of the contact center operations can also be gained by seeking feedback from the clients themselves, whether by automatically switching them to an evaluation system once they have finished their call with the operator or by contacting them pro-actively by a voice automat or via the E-mail and SMS channels.

  Available parameter with extended functionality,   Available parameter

SmartRecord – Call Recording Module

Many interactions with clients are necessary – whether to improve the quality of services provided or to fulfill the statutory requirement to record. SmartRecord has been designed and developed as a separate module of a more comprehensive software for the FrontStage contact centers. Pro-active development and continuous feedback from clients are used to enhance the solution with attractive functionalities and modules.
The standard recording solution can also be complemented with the functionality of continuous screenshots taken of the operator’s monitor screen. The saved screenshots are used primarily to check the information provided by the operator to the client so that, if incorrect information has been given, the issue can be clearly identified on the operator’s part or within the customer’s internal system.

  Native functionality,   Optional functionality.

Knowledge Base

If they do not know an answer, FrontStage operators have a tool with quick and effective ‘help’ available: the Knowledge Base module. This modules makes it possible to quickly find a relevant answer to the client’s request, and the availability of pre-formulated answers and templates also significantly speeds up the operators’ work, making their answers more accurate.

Campaign Module

Do you have more sources of client data? Do you need to select a set of clients to be addressed based on various conditions? Do you lack a team of analysts who would create a call list for you on the level of database queries? All these questions can be answered using FrontStage’s Campaign module. The module can be connected by means of a defined API with any external system, such as CRM, IS, ERP, and useful information can be obtained from these sources as a basis for campaign preparation. Moreover, you can work with static sources, such as one-off databases purchased. The module makes it possible for a less able user to create any kind of a complex logical condition over the available data, which then defines the resulting set of contacts to be addressed. The result can be automatically processed by FrontStage’s Out-Bound module or submitted for external processing in a suitable data format.

  Native functionality,   Optional functionality

Reporting

FrontStage offers extended reporting and analytical tools to its users. All events in the contact center (interaction, operator activity, client choices, …) are continuously recorded in an internal database. The Reporting module then makes it possible to define any cross-section through the data in order to define the required report structure. The reports support both text and graphical presentation of information, and it is just up to the report creator to choose a suitable output format.

The system reports can be divided in two basic groups by the method of use. Ex-post reports are used to evaluate historical data on the contact center operation in a defined timeframe. They include both detailed views of specific entries and aggregate and summary information, too. On the contrary, real-time reports reflect the current status of the contract center and can be displayed in the applications used by operators, supervisors, on central wall-boards or by means of the company’s PowerBI management.

  Native functionality,   Optional functionality

Voice Channel

Despite some prognoses of the past, the voice channel still remains one of the key communication channels for incoming client requests. Although it is historically the oldest method of communication (unless we consider ordinary post), the voice processing technology development is not finished, rather on the contrary! Speech recognition, call steering, voice biometrics, emotion analysis and WebRTC technology tools once again bring this method of communication to the forefront. Contact centers are about to go through a period of automation and robotization, with artificial intelligence to gradually replace the first support level provided by operators.
With their gradually more and more widespread use and massive deployment, the price of these new technologies is going to decline and they will be better available even for small contact centers and support teams. With that kind of development, we may paradoxically expect a renaissance of the ‘live operator’ as a means of communication for VIP clients and those companies who will wish to use human resources to demonstrate their extraordinary care for their clients.

E-mail Channel

E-mail is presently a communication channel equal to the voice channel, and the number of requests handled by means of e-mail communication in contact centers continues to grow (at an ever greater rate). This can be attributed not just to the less invasive nature of this type of communication but also to the availability of e-mail messages on mobile devices. From the technical viewpoint, it still is asynchronous communication, yet the expected response time has shortened over the past years from several days to hours. That is also one of the reasons why it makes sense to consider complementing your corporate e-mail solutions with a tool that will enable you to handle e-mails quickly, having the option of a sophisticated selection of users, speech recognition, request categorization, and a tool for quick or automatic answers.
The E-mail module of FrontStage optimizes the in-bound routing of e-mail requests, speeds up their processing and, in addition, offers the bulk e-mailing functionality.

  Parameter available with an extended functionality,   Available parameter,   Partially limited parameter, x Parameter not available

WebChat, IM

The chat channel, or Instant Messaging in general, represents one of the younger communication channels used in contact centers, the significance of which has been rising as the Millennials shift toward the productive age. Chat communication is the quickest and most effective method of communication from a corporate website. Unlike standalone (dedicated) WebChat solutions, FrontStage’s WebChat module brings benefits in its integration with other channels. For example, if the IM-based method of communication with the client is no longer sufficient and a voice call needs to be established, there is a feature to establish a classic audio or video connection with the operator with just a single click on a telephone icon. Another interesting feature is the option to share the client’s view when passing through the company’s website and to guide them during the navigation if they cannot find certain information on the website or have difficulties completing web forms. The contact center operator can thus gain key information on the client’s behavior on the corporate web (still before their voice conversation begins), which may constitute a key fragment in the mosaic of customer behavior. FrontStage gives the operator a comprehensive view of that mosaic, over which it is possible to perform various data analyses and reveal hidden correlations that are not apparent on first sight.

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

Social Networks Module

A speedy administration of social network content is not that much key to instant sales, yet it is vital for maintaining a positive perception of services, products or the company as such.  Unlike other communication channels, where a customer’s negative experience is limited to their immediate friends and family, negative feedback on social networks is likely to have far-reaching impacts. FrontStage’s Social Networks module brings tools for effective communication and is integrated in the application’s native environment, which enables operators to serve all available channels from a single environment. The contact center owner can thus use the automatic balancing of inbound interactions to utilize the operators’ capacity better and ensure faster response times to client requests.
The module makes it possible to serve posts (e.g. on the ‘Wall’ in Facebook) and, together with the IM Chat module (e.g. Facebook’s Messenger), it detects keywords in the posts and makes the operator aware of the need to respond quickly. The available API makes it possible to use paid business services in social networks. Notification messages are also available as a substitute for SMS.

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

Fax Channel

The Fax channel has been integrated in FrontStage due to the historical development. This channel is gradually replaced by alternative methods of communication; nevertheless, there are still companies that need to be able to receive and send facsimile messages. FrontStage makes it possible to handle facsimile communication at a level of comfort similar to e-mail communication.

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

SMS

Despite the prognoses voiced by various analysts and telecommunication operators, short messages (SMS) have not seen their popularity decline much. It is still the most common means of notification messages, which enjoys one major advantage – it is independent of the user’s data connection. FrontStage’s SMS module makes it possible to send short messages for automatic notification but operators of course  have an editor available to send customized SMS and receive the same. Moreover, there are pre-defined templates available to operators same as with any other kind of written communication, and the most suitable operator for handling an SMS request is selected based on parametric input conditions defined in the In-Bound module.

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

Video

The video channel is an ideal means for reinforcing personal relationships with clients. The video call technology is ever more often used by companies that wish to provide above-standard care to their VIP clientele or that want to enhance their support or sales level by remotely presenting products and their features. This often represent just one-way communication where the client is represented by an audio channel only , yet the operator’s side has a full range of channels including video. This kind of communication is often complemented with co-browsing or desktop sharing options. FrontStage’s Video module combined with a communication system provides video communication for standard hardware and software means but also new methods of communication by means of WebRTC directly from the company’s website, without the client having to own any costly video-conferencing equipment. Recently we have seen the introduction of operator terminals with transparent screens that allow the remote presentation of products; these can be used to promote sales or to render help with set-ups and configurations.

  Available parameter with extended functionality,   Available parameter,   Partially limited parameter,
x Parameter not available

HelpDesk Module (Case Module)

The  HelpDesk module is used to record and manage tickets, i.e., for incident management. It is useful for companies that do not serve anonymous clients and that wish to improve the level of support provided. The module is also suitable in situations when the response to a client’s request is not finished in a single call or e-mail message but requires more interactions from various communication channels.
The module benefits include a quick ticket registration, delegation to the right solvers and assurance of the required service level for accommodating a client’s request. Statistical values are monitored throughout the solution time to facilitate backward analyses, which are used for corporate process optimization. In FrontStage’s terminology, a ticket is referred to as a ‘case’. A case can be described as a virtual envelope that contains all communication pertaining to the given problem. The communication includes e-mails, SMS etc. received from or sent to the client. A case also registers all internal business processes and notes or comments. Moreover, partial tasks can be created within a case, which can then be delegated to authorized solvers. Metadata (time, solver, …) is recorded for every event that the case includes.
 
A case passes through several mandatory or optional phases, which start with ‘new/open’ and end with ‘closed’. These two states are mandatory for the correct distribution and registration. Between the state of new (newly open) and finished (closed), a case may have any user-defined status. The processing procedure is firmly defined for each of the request categories, and a group of users with the necessary know-how for processing the request is designated for each of the statuses. The status can be changed only once all mandatory tasks have been completed. Any number of dynamic forms can be associated with a case, which ensure a quick and procedurally correct registration and management of the client requests.

Opening a case

Cases are typically opened by operators based on input stimuli, such as client requests from the voice or e-mail channel. Generally, a request can be received and a ticket established from any communication channel that FrontStage handles (telephone call, e-mail, SMS, social networks, webchat, contact form, …). An operator, or any FrontStage user with a relevant right or license, may open cases (tickets) manually or they can be opened automatically by the system. The inputs can be identical as in the manual mode; however, in addition, FrontStage can be integrated with external ticketing systems.
An image of the FrontStage environment

Statuses

A ticket always has a specific status. Apart from the ‘Open’/’Closed’ statuses, which are required for proper system operation, there are also optional statuses that can be defined by users. There is no limit to the number of user-defined statuses; thus, you can often see statuses such as ‘Submitted to BackOffice’, ‘On hold’, ‘Waiting for client’s response’ etc. The below workflow can be used to define an order of statuses , thus ensuring that a request gets properly procedurally processed.

Categorization / Priority

Every request is assigned a category or topic to which it relates. Requests can be categorized manually or automatically based on the available metadata and determines the method of further processing including the input priority.

Ticket Queues

Based on the assigned categories, cases are queued for processing. Solvers can manually take them from the queues or the cases are assigned automatically based on user rules.

Workflow

A specific Workflow can be defined for every group of tickets, which represents a set of rules indicating how and by whom the ticket will be processed. The solver is selected based on a system of authorizations and parameters that ensures that requests are processed by solvers with sufficient know-how.

Information Availability Across the Company

Throughout the ticket’s existence, all information is available to selected FrontStage users. This feature is key primarily for front-end businesses whose staff, such as contact center operators, can use the accurate information to give precise answers to all of their clients’ questions, including details on their request status, who owns the request and when the result will be available. Since the system records every step, ticket editing or handover to a different solver, sophisticated analyses can be performed over the resulting set of data to improve the effectiveness of communication with clients and professional approach by operators as well as to optimize processes within the company.

Service Level/Escalation

The required service level (SL) can be set in the system for every topic-related group of tickets. The system then ‘monitors’ the time from request reception to its closure or the maximum time limits by which the ticket needs to pass through each of the phases or statuses. If the defined limits or their percentage portions are exceeded, operators can be made aware of the situation visually by the ticket’s color changing or the ticket can be subject to one of the escalation rules.
An image of the supervisor’s environment

Notification

When the ticket status changes or when a certain time interval has been exceeded, a notification can be sent. This message can be sent by means of any of the natively served communication channels, typically by SMS or e-mail. The notification can be internal, e.g., it displays in the supervisor’s application, on the notice board or wall board, or the system can respond to it automatically, e.g., by creating a task. Integration with external systems is also frequently used.

Statistics

All the values recorded, whether entered in the system by users or acquired automatically, can be statistically analyzed and displayed in well-structured graphical reports.
An image of the reports, perhaps PowerBI

Archiving

All system events are archived, and the archiving policy can be defined. This means primarily setting the duration of archiving in respect of the topic processed, ticket result, and also defining access rights to historical information. Any cases that have been archived or closed can be reactivated at any time.

FAQ on HelpDesk

  Extended functionality,   Standard functionality