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Call Centre Solutions,[object Object]
Call Centre Solution Options 1,[object Object]
Call Centre Solution Options 2,[object Object]
Veriva Managed Services PlatformExtending Recording to SaaS,[object Object],Tenant independent & transparent;,[object Object],Cross-selling of services between multi-tenants; ,[object Object],Multi function agent interaction desktop for monitoring and compliance;,[object Object],Allow service providers to setup tenant templates;,[object Object],Create access rights to allocate recording lines by tenant account;,[object Object],Users accesses to recorded call files via a browser–based application;,[object Object],Suited for multi-location call centres.,[object Object]
Benchmarking Techniques in Call Centers,[object Object],Displays valuable information like First Contact Resolution;,[object Object],Extensive range of qualitative and quantifiable data;,[object Object],Uses a weighted metric system to evaluate;,[object Object],Assists managers to monitor agents closely and consistently;,[object Object],Measures agent utilization with call center's aggregate for benchmarking;,[object Object],Provides actual performance of agents to determine performance gaps.,[object Object]
Automated Call Threshold Monitoring System for Call Centre,[object Object],Provides managers with real time agent utilization for quick action;,[object Object],Automated tracking alert system;,[object Object],Provides number of calls handled in an hour or day by each agent;,[object Object],Accommodates working and non-working hours;,[object Object],Segregate agents that are poor or excellent in handling calls,[object Object],Specifies the minimum threshold value and  maximum threshold value in percentage form.,[object Object]
Live Screen & Voice Recording Suited for Call Centre,[object Object],Multimedia recording application provides both auto and manual recording functionalities,[object Object],Default global recording with channel independent functionalities for manager flexibility,[object Object],Provide supervisors with complete logging purposes for training, verification or compliance,[object Object],Record screen activities of the agent silently via a secured VPN,[object Object],Captures the entire Windows virtual desktop, rather than just a primary monitor,[object Object]
Live Monitoring, Coaching & Support for Contact Centre Agents,[object Object],Assists supervisors to improve call handling and customer service through live support, monitoring and coaching;,[object Object],Monitor calls and view screens at real-time for specified agents;,[object Object],Enables actual live training and coaching ;,[object Object],Suitable for agent development and improvement;,[object Object],Automated recording function is performed for post referencing;,[object Object],Allow the user to export the call to .wav for reference.,[object Object]
Greater Call Volume with Predictive Dialers,[object Object],Auto-dialing and pre-screening of customers before agent interaction;,[object Object],Provides live agent and client interaction in outbound calls;,[object Object],Computer based mass dialing system & audio broadcasting;,[object Object],Increase productivity with greater volume calls;,[object Object],Autodial from a list of database numbers for customer surveys to telemarketing;,[object Object],Provided with options to choose such as Leave a message, Do Not Call and pass on to agents for processing.,[object Object]
Dashboard Metrics with Call Centre KPIs,[object Object],Solution that provides 360 degree view of call centre performance as Dashboard Analytics or Metrics;,[object Object],Built using Crystal Xcelsiustechnology with  visually rich and intuitive format data display; ,[object Object],Displays the amount of calls handled with supervisor’s intervention versus FCR; ,[object Object],Provides performance reports in both graphical diagrams for simplicity and detail listings for reporting;,[object Object],Dashboard creator provides users with an ease to customized the display of data and generated charts for business intelligence.,[object Object]
Supporting Clients with Remote Desktop Functionalities,[object Object],Improves First Call Resolution Rates in support centres;,[object Object],Accesses between parties are logged for audit trail purposes and secured with AES or 3DES encryption;,[object Object],Invaluable tool that can take control of the agent’s screen to guide the agent during a call;,[object Object],Designed to simplify and automate administration, network access, and security in enterprise environments;,[object Object],Centralized Terminal Services for remote desktop connections to Windows terminal services and Citrix sessions for accessing customer PC.,[object Object]
Intelligent Speech Phonetics for Call Centre,[object Object],Intelligent engine phonetics in audio recordings; ,[object Object],Scrutinizing calls efficiently without relying heavily on human initiation;,[object Object],Produces a better match for specific query terms, effectively casting a wider net than LVCSR systems and increasing accuracy;,[object Object],Automated real-time call quality monitoring of 100% of recorded calls;,[object Object],Advance phonetics engine providing up to 80,000 times faster than real-time;,[object Object],Accepts non-dictionary words in search queries for added accuracy in brand names.,[object Object]
Essential Call Centre KPI Scoring With Script Creator,[object Object],Provides managers with a score-kit to measure and track performance based on recording audio or live audio;,[object Object],Weighted scoring system designed for compliance monitoring;,[object Object],Suited for outbound telemarketing agents that follows a fix script;,[object Object],KPI metric system for agent and service levels benchmarking;,[object Object],Roll-up enterprise reporting can be develop in scoring kits for performance constantly.,[object Object]
Multi-system Remote Alarm Monitoring for Hosted Call Centre,[object Object],Merges multiple locations’ alarms into a single display for inter-office performance measurements;,[object Object],Live reports on the current status of each call centre within its network;,[object Object],Display based on segregating offices based on summary of activity system;,[object Object],Single summary display on offices based on average duration per call across agents;,[object Object],Top & bottom approach in meeting threshold values allows managers to quickly identify current performance of each office.,[object Object]
Instant  Retrieval & On Demand Recording for Agents & Supervisors,[object Object],VErecord and Veplay enable any authorized personnel to access recording functionalities using “Server license”;,[object Object],Capabilities to record with a pre-set PIN authentication or replay recorded IVR; ,[object Object],VErecord in desktop application –  one button access to begin recording and stop in manual or automatically;,[object Object],VEplay –replay calls on date and time from the user through a dynamic search engine;,[object Object],In-built interactive menu for accessing specific calls;,[object Object],Flexible user management restrictions based on tier architecture.,[object Object]

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