Changing the habbits with advanced PC phone functionality

Changing the habbits with advanced PC phone functionality

COCOS PC Phone

COCOS PC Phone (PC Phone) is a feature-rich, software-based PC phone system that combines the power of a desktop phone terminal with the most advanced communication technologies, such as WebRTC, available today.

The individual phone components and functions ease users’ telephone communications. A number of basic and supplementary telephone services can be used with a mouse and keyboard: dialing, answering, call pick-up, call transfer, conference call, speed dial, call hold, call redirection, integrated phonebook services, etc.

PC Phone can be established on different platforms and communication protocols. As a WebRTC application it can be initiated directly from Web Browser on any users device (computer, tablet, smart phone).

PC Phone can be used for practicaly all environments, starting from a PBX, enterprise communication networks, contact center, to a resident WebRTC user of the public communication provider.

Desktop PC Phone

When used as a desktop application PC Phone is installed on the users computer. It supports a large number of PBX supplementary services and can be used as a replacement or complement to the users traditional ISDN or SIP phone terminal.

WebRTC PC Phone

If PC Phone is used within the WebRTC services it is realized as a web application. As such it can be called from any WebRTC compliant web browser (Chrome, Firefox and Opera). In this way it can be initiated by any web browser user, regardless if he is a PBX or resident user and regardless on the user’s terminal (computer, tablet or smart phone).

As the WebRTC PC Phone is initiated directly within the web browser, it can be - depending on the user service, realized in simplified but effective forms, such as Click-to-Call button placed in the enterprise web page or even as a QR code on it's a printed material.

WebRTC PC Phone user is also provided with some specific features such as video call, web audio or video conference, web chat, screen sharing and file transfer. In this way the PBX or call center can offer a number of new services to their users.

Description	User Trainings	Advanced User Trainings	Developers Training
Training Duration:	Min 1 day	Min 1 day	Min 1 day
Location:	Customer premises	CDE premises	CDE premises
Participants – target group:	COCOS system users: agents, operators, consultants, supervisors / team-leaders, call center, customer care, sales, marketing managers, administrators.	Advanced users: administrators, supervisors / team-leaders, IT personnel.	Technical personnel with a basic knowledge of programming: knowledge of WinOS, basics of MsSQL, basics of programming, general technical knowledge of computer networking and computer telephony integration (CTI technologies).
Training objectives:	understanding of COCOS software operations, software administration and management, understanding of work results and conditions, understanding of reports and statistics, preparation of reports and analysis.	understanding of COCOS software operations, advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.), 1^stlevel technical support trainings.	understanding of COCOS software operations, advanced usage of COCOS tools (editors), where basic development knowledge is required, introduction of methods for integration with other (external) systems, CIM/CRM system set-up – on a real customer case or test case.
Training topics:	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. COCOS CC Administrator, COCOS CC Agent and PC phone, call campaigns (preparation, import/export, statistics), presentation of CIM/CRM applications, work flow management (multi level tasking), using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. Some of the possible topics: COCOS environment (modules, relations between modules), agent workstation installation and administration, call center administration (users), call center server installation and administration, call campaigns management (generation, import/export, statistics), call center statistics – advanced level, entry forms – surveys (basic level, CATI editor), IVR/VRU server – installation and administration, WFS server installation and administration, COCOS CRM model.	Presentation of COCOS portfolio. Some of the possible topics: main modules, mutual relations, operations of each module from data flow perspective, VRU / IVR server - script language, COCOS CRM model, CSL language – basic level, syntax, its usage in CATI forms, CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).
Training methods:	lecture, practical demonstration, discussion.	lecture, practical demonstration, practical exercises, discussion.	lecture, practical demonstration, practical exercises, workshops, discussion, test.

COCOS CC CERTIFICATE I:		Basic technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite.	3 days	Advanced users: administrators (system administrators, maintainers), technical personnel. Minimum knowledge required: knowledge of WinOS, MsSQL basics, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, understanding of COCOS software operations, independent administration and installation of COCOS software solutions, ability to independently perform 1^st level technical support for COCOS solutions.

COCOS CC CERTIFICATE II:		Advanced technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite – advanced level.	3 days	Advanced users: developers, SW integrators, creators of entry forms. Minimum knowledge required: participation in COCOS CERTIFICATE I training, advanced knowledge of WinOS administration, advanced knowledge of SQL & MsSQL DB / administrative tools, programming knowledge in at least one programming language (for example: Visual Basic,...), understanding the programming techniques, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, advanced usage of COCOS software solutions – also to be able to independently install and administer CIM/CRM solution using COCOS tools and modules, to be able to integrate COCOS solutions into customer environment.

COCOS IP PBX CERTIFICATE I:		Basic technical training for maintenance experts of COCOS IPPBX
Training topics	Training duration	Participants – target group	Training objectives
COCOS IP PBX	2 days	Telecommunication network administrators Minimum knowledge required: knowledge of voice technologies, knowledge of PBX and IP telephony, knowledge of ISDN/Centrex technologies, voice and data networks.	knowledge of COCOS portfolio, understanding of COCOS IP PBX operation, independent administration and installation of COCOS IP PBX, ability to independently perform 1st level technical support for COCOS IPPBX solutions.

COCOS SALES CERTIFICATE:		COCOS sales training for sales reps
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, call center organization, customer care management, call center services and products.	1-2 days	Sales network: sales reps, distributors; Sales and management personnel.	knowledge of COCOS portfolio, knowledge of customer care & call center management and organization, knowledge of CC services and offer in terms of sales, knowledge of CC elements, offer / tender formation and different implementation methods (purchase, outsourcing, hosting).

COCOS CC CERTIFICATE I:		Basic technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite.	3 days	Advanced users: administrators (system administrators, maintainers), technical personnel. Minimum knowledge required: knowledge of WinOS, MsSQL basics, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, understanding of COCOS software operations, independent administration and installation of COCOS software solutions, ability to independently perform 1^st level technical support for COCOS solutions.

COCOS CC CERTIFICATE II:		Advanced technical training for maintenance experts of COCOS software solutions
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, COCOS Call Center and Customer Care Suite – advanced level.	3 days	Advanced users: developers, SW integrators, creators of entry forms. Minimum knowledge required: participation in COCOS CERTIFICATE I training, advanced knowledge of WinOS administration, advanced knowledge of SQL & MsSQL DB / administrative tools, programming knowledge in at least one programming language (for example: Visual Basic,...), understanding the programming techniques, general technical knowledge of computer networking and computer telephony integration (CTI technologies).	knowledge of COCOS portfolio, advanced usage of COCOS software solutions – also to be able to independently install and administer CIM/CRM solution using COCOS tools and modules, to be able to integrate COCOS solutions into customer environment.

COCOS IP PBX CERTIFICATE I:		Basic technical training for maintenance experts of COCOS IPPBX
Training topics	Training duration	Participants – target group	Training objectives
COCOS IP PBX	2 days	Telecommunication network administrators Minimum knowledge required: knowledge of voice technologies, knowledge of PBX and IP telephony, knowledge of ISDN/Centrex technologies, voice and data networks.	knowledge of COCOS portfolio, understanding of COCOS IP PBX operation, independent administration and installation of COCOS IP PBX, ability to independently perform 1st level technical support for COCOS IPPBX solutions.

COCOS SALES CERTIFICATE:		COCOS sales training for sales reps
Training topics	Training duration	Participants – target group	Training objectives
presentation of COCOS portfolio, call center organization, customer care management, call center services and products.	1-2 days	Sales network: sales reps, distributors; Sales and management personnel.	knowledge of COCOS portfolio, knowledge of customer care & call center management and organization, knowledge of CC services and offer in terms of sales, knowledge of CC elements, offer / tender formation and different implementation methods (purchase, outsourcing, hosting).

Communication	Leadership	Working with Clients	Motivation and Stress
First Voice of the Company telephone communication.	CC Organization & Management call center organization, achieving high quality support, establishing a winning team.	Customer Care Management loyalty as the competitive advantage.	I want – I must = Motivation motivational trainings.
Business is communication basis of business communication.	Leadership of teams creating a sociological profile of managers.	Telephone sales techniques
Convince me with arguments successful persuasion is half of the success.		How to make your customer your friend

Description	User Trainings	Advanced User Trainings	Developers Training
Training Duration:	Min 1 day	Min 1 day	Min 1 day
Location:	Customer premises	CDE premises	CDE premises
Participants – target group:	COCOS system users: agents, operators, consultants, supervisors / team-leaders, call center, customer care, sales, marketing managers, administrators.	Advanced users: administrators, supervisors / team-leaders, IT personnel.	Technical personnel with a basic knowledge of programming: knowledge of WinOS, basics of MsSQL, basics of programming, general technical knowledge of computer networking and computer telephony integration (CTI technologies).
Training objectives:	understanding of COCOS software operations, software administration and management, understanding of work results and conditions, understanding of reports and statistics, preparation of reports and analysis.	understanding of COCOS software operations, advanced usage of COCOS tools and modules (VSS, CC Administrator, CATI Editor, Campaign Manager and other tolls, etc.), 1^stlevel technical support trainings.	understanding of COCOS software operations, advanced usage of COCOS tools (editors), where basic development knowledge is required, introduction of methods for integration with other (external) systems, CIM/CRM system set-up – on a real customer case or test case.
Training topics:	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. COCOS CC Administrator, COCOS CC Agent and PC phone, call campaigns (preparation, import/export, statistics), presentation of CIM/CRM applications, work flow management (multi level tasking), using of other user tools and modules (depending on the complexity of implemented system, communication channels and modules).	Presentation of COCOS portfolio - presentation and placement of COCOS products and solutions into customer business processes. Some of the possible topics: COCOS environment (modules, relations between modules), agent workstation installation and administration, call center administration (users), call center server installation and administration, call campaigns management (generation, import/export, statistics), call center statistics – advanced level, entry forms – surveys (basic level, CATI editor), IVR/VRU server – installation and administration, WFS server installation and administration, COCOS CRM model.	Presentation of COCOS portfolio. Some of the possible topics: main modules, mutual relations, operations of each module from data flow perspective, VRU / IVR server - script language, COCOS CRM model, CSL language – basic level, syntax, its usage in CATI forms, CSL language – advanced usage (SQL & WFS – work flow management support (integration in applications – user forms).
Training methods:	lecture, practical demonstration, discussion.	lecture, practical demonstration, practical exercises, discussion.	lecture, practical demonstration, practical exercises, workshops, discussion, test.