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Solutions to Drive Customer
Advocacy

Presented By : P Thomas, CEO, Voxtron ME
Gartner Group Research on Potentials of
Multi Media Contact Center


                             •   Self service reduces potential calls
                                 into a contact centre in average by
                                 12-14%.
                             •   When email as the second channel
                                 added, the reduction in call volumes
                                 goes up to around 16 -18%,
                             •   Adding a chat interaction channel
                                 can reduce calls by up to 25%.
                             •   In general, findings of the research
                                 indicates that SMS, social media,
                                 chat and email interactions are
                                 cheaper to handle and generally
                                 more effective than actual phone
                                 calls in resolving low priority
                                 customer issues.




   9 April 2012
Voxtron Communication Center




                               •   Voxtron Communication Center
                                   is the new Multi Media Customer
                                   Interaction Solution of Voxtron

                  Customer     •   Available in Express version and
                                   Enterprise version




   9 April 2012
VCC Introduction
The Sage CRM Value Proposition




                                 VCC
Full Suite CC


  •    Contact Center Solution
       – Central management of all types of
         communication with your customer
                                                Contact Center
           – Voice (inbound & Outbound)           Solutions
           – Email
           – SMS                                  Voxtron
           – Fax                                 Customer
                                                Interaction
           – Web Chat
                                                 Solutions
                                                   Unified
  •    Unified Communication Solution           Communication
       • Improvement of efficiency and            Solutions
         increase of collaboration within the
         organization




Marrch 16 2011
Email Management



                         •   Auto Response
                         •   Auto Acknowledgement
                         •   Skills and priority are assigned to
                             an email using
                         •   the email rule wizard (perform
                             actions based on the subject, “to”
                             field, “from” field, ...)
                         •   advanced PERL scripting
                         •   The agent’s standard email client
                             (e.g. Outlook) is used to
                             send/receive contact center emails




9 April 2012
Fax




November 2011
Web Chat




                 •   Web Chat
                 •   Web Call me, Web Callback
                 •   Chat Recording and Monitoring
                 •   Allows users to communicate
                     with agents or customers in
                     real time using only a web
                     browser
                 •   No need for 3rd party IM
                     application
                 •   Instant accessability
                 •   Components for building it into
                     the company’s web site
                     available in both ASP.NET and
                     PHP




9 April 2012
Dialer

               •   Best In Class Dialing Functionality
                    • Automated Dialing (line to agent ratio)
                    • Blaster Dialing (agent-less mode)
                    • Preview, Timed Preview (Progressive)
                    • Predictive Dialing
                    • Advanced Pacing Controls

               •   Outbound Campaign Management
                    • Advanced List Management

               •   Advanced Features
                    • Outbound IVR
                    • Quota Control
                    • Agents in multiple outbound campaigns
                    • Dynamic List Management
                    • Agent Account Ownership
                    • Scheduled Callback (Agent/Service)
                    • Exclusion (Do Not Call) Management
                    • Skills routing



9 April 2012
Dialer (cd.)
      Dialer module and its interactions with the other services




                                                                                            parameters
                                                                                              Dialing
                                                              CC Monitor interface
                                         Contact
                                Agents
                                         Center
                                                                Dia
                                                                   ler
                                                                       c   om
                                                                              m   and
                                                                                          Outbound       Campaign
                                                                                           dialer          info
                                            CC                                        d
                                                                                    an
                                          plug-in                              mm
                                                                      le   r co
                                                                   Dia
                                                    dialer
                    Network   PSTN         IVR      plug-in
                                                               IVR Monitor interface




      •     Contact center Monitor interface gives the dialer all the info
            regarding the status of the agents and the contacts going on
      •     IVR Monitor interface will provide the dialer info on the lines
            available in the IVR and the result of the calls made on the
            IVR
      •     Dialer Command interface will issue commands to one or
            both of the services (depending on the type of outbound)



22 September 2011
Feature Rich



  •     Advanced Interactions Routing
       – Universal Queue
       – Intelligent Interactions Routing based on Universal Queues
           Principle
       – Multiple Queues Management
  •     Works on the Move (remote agents)
  •     Integrated Voice Recording
  •     Out of Box Integrations
  •     Powerful dashboards to monitor performance in real time
  •     Multimedia computer telephony integration (CTI) toolbar.
  •     Advanced Dialer Features




9 April 2012
Feature Rich (cd.)



      •        Handle non-contact center calls from Microsoft® Lync™ 2010
               within the same Unified Agent Desktop
      •        Proactive, timely and interactive notifications across all channels
      •        Agent Empowerment
      •        Advanced Call Back handling
      •        Real time and historic reporting capabilities, equips supervisors
               with the key indicators to manage the contact center efficiently.
      •        VoiceXML and CCXML module to design call flows
      •        PCI compliant




9 April 2012
Advanced Interactions Routing
                   Universal Queue


               •   Voxtron Communication Center performs SBR based on the
                   Universal Queue (UQ) principle
               •   This means that all Interactions (incoming calls, outgoing campaign
Feature Rich



                   calls, faxes, emails, web chat sessions) are sent to this UQ
               •   When an agent becomes available, the system calculates the score
                   matrix as shown in following slide
               •   The Interaction with the highest score is transferred to the
                   available agent
               •   The complex algorithm takes into account skills but also:
                   – Time: a contact gets more important the longer it is in the UQ
                   – Agent: contacts can be assigned to an agent when
                      • this agent had no contacts for a long time
                      • this agent has the smallest load
                      • this agent handled a previous contact of the same customer



         january2012
Advanced Interactions Routing
               Universal Queue


                                                                    Free Agents

                                                 Agent   Agent   Agent   Agent   Agent   Agent   Agent
Feature Rich



                                         Call    Score   Score   Score   Score   Score   Score   Score
                       Queued Contacts




                                                                 High
                                         Call    Score   Score           Score   Score   Score   Score
                                                                 Score

                                         Web
                                                 Score   Score   Score   Score   Score   Score   Score
                                         chat

                                         Fax     Score   Score   Score   Score   Score   Score   Score


                                         Fax     Score   Score   Score   Score   Score   Score   Score


                                         Email   Score   Score   Score   Score   Score   Score   Score




        9 April 2012
Feature Rich- Advanced Interactions Routing

                   Intelligent Interactions Routing

               •    If no immediate routing is possible
                        • Dynamic messages: inform the caller on what is happening
                          (closed, no one available, alternatives, …)
Feature Rich



                        • Propose self service applications (resolve caller’s queries
                          without transferring to an agent)
                        • Register call back requests or voice mails (voice2email)
                        • Supports touchtone keypad input and speech recognition
                        • Responds with pre-recorded or dynamically generated (TTS)
                          audio




       January 2012
Feature Rich-Advanced Interactions Routing
                   Intelligent Interactions routing


               •     Segment callers, based on
                     – called or calling number (link to customer data, CRM, ERP, ...)
                     – menu choices and/or input (Interactive Voice Response (IVR))
Feature Rich



               •     Welcome the caller
                     – Time based
                     – Event based (e.g. meetings , disaster, ...)
               •     Take a routing decision
                     – Based on the call type
                     – Presence based routing
                        • Skill based
                        • User based
                        • Priority based (VIP numbers or dynamic)
                        • Simultaneous and manual routing (attendant option)
                     – Advanced overflow mechanisms



        April 2011
Feature Rich-Advanced Interactions routing
               Multiple Queues Management


                                                 •   Contact providers will decide
                                                     to which queue the contact
                                                     will go
Feature Rich



                                                 •   The contact is sent to a
                                                     specific queue
                                                 •   Each queue is a universal
                                                     queue (with matrix metrics)
                                                 •   The agent logs on for a
                                                     specific queue and receives
                                                     the routed contact, based on
                                                     his/her skills, or other
                                                     routing principles
                                                 •   The agents of two different
                                                     teams can log on for the
                                                     same queue




        22 September 2011
Feature Rich-Advanced Interactionst Routing
                   Multiple Queues Management




               •    General
                    – Define queue name
Feature Rich



               •    Agent settings
                    – Log off and pause settings of the agents in the queue
               •    Overflow
                    – Definition of overflow mechanisms for queues
               •    Routing
                    – Routing algorithm per queue
               •    Advanced Routing
                    – Multiple contacts routing per queue
               •    Times
                    – Wrap-up and congestion threshold times per interaction type
                      and per queue



        22 September 2011
Feature Rich-Advanced Interactions routing
               Multiple Queues Management

               •   Overflow mechanisms when
                   – Number of waiting contacts
                     in the queue exceeds x contacts
Feature Rich



                   – The waiting time of a con-
                     tact in the queue exceeds x sec.
               •   Overflow mechanisms to
                   – A specific queue
                   – A queue with the least contacts
                     except for a specific queue
                   – A queue with the lowest waiting
                     time, except for a specific queue
                   – A specific extension




        22 September 2011
Feature Rich



  •     Advanced Interactions Routing
       – Universal Queue
       – Intelligent Interactions Routing based on Universal Queues
           Principle
       – Multiple Queues Management
  •     Works on the Move (remote agents)
  •     Integrated Voice Recording
  •     Out of Box Integrations
  •     Powerful dashboards to monitor performance in real time
  •     Multimedia computer telephony integration (CTI) toolbar.
  •     Advanced Dialer Features




9 April 2012
Feature Rich-Remote agent


               •   Agents can log on to the contact center from anywhere they want,
                   with or without the Voxtron Client
               •   They can log on with their mobile phone, a fixed number from
                   home,...
Feature Rich



               •   Monitor their presence via the activity monitor
               •   Run statistics afterwards, also for these agents




        22 September 2011
Remote Agent
               Process of an incoming call for a Remote Agent

                                                                                       1. Call arrives in the IVR and is reported
                                                               Agent                      to the CC via the CC plug-in.
                                                                                       2. CC checks which agents are free &
                                                                                          instructs IVR to transfer the call to




                                                                       XML
                                                         2'
Feature Rich



                                                   6                                      the Remote Agent. CC provides
                                                                                          contact info to the agent.
                    TAPI provider




                                                              Contact
                                    CTI service    XML
                                                              Center                   3. IVR sends messages to the CTI IVR
                                    IVR provider   4                                      Provider, that it is transferring a call
                                                                                          to the remote agent.
                                                                             XML
                                                                   2               1
                                                    3

                                                   5
                                                           CTI            CC           4. CTI will let the CC know that the call
                                                                                          is transferring to the agent.
                                                         plug-in        plug-in

                                       PBX                         IVR
                                                                                       5. When agent picks up the phone, IVR
                                                                                          will notice it and it will send a
                                                                                          message to the CTI IVR Provider.
                                      PSTN
                                                                                       6. CTI will then report this to the CC,
                                                                                          which will put the agent into the next
                                                                                          state, namely conversation.
                                                                                               Call tromboning is needed


        22 September 2011
Feature Rich



  •     Advanced Interactions Routing
       – Universal Queue
       – Intelligent Interactions Routing based on Universal Queues
          Principle
       – Multiple Queues Management
  •     Works on the Move (remote agents)
  •     Integrated Voice Recording
  •     Out of Box Integrations
  •     Powerful dashboards to monitor performance in real time
  •     Multimedia computer telephony integration (CTI) toolbar.
  •     Advanced Dialer Features




9 April 2012
Feature Rich           Integrated Voice Recording




        9 April 2012
Feature Rich



  •     Advanced Interactions Routing
       – Universal Queue
       – Intelligent Interactions Routing based on Universal Queues
           Principle
       – Multiple Queues Management
  •     Works on the Move (remote agents)
  •     Integrated Voice Recording
  •     Out of Box Integrations
  •     Powerful dashboards to monitor performance in real time
  •     Multimedia computer telephony integration (CTI) toolbar.
  •     Advanced Dialer Features




9 April 2012
Out Of Box Integrations




                                         •   Seamless Integration with
                                             Microsoft Lync
Feature Rich



                                         •   Ready connectors for Sage CRM
                                             and Microsoft CRM
                                         •   Powerful SDK’ for third party
                                             application integrations
                                         •   Out of Box Integration with
                                             Business Intelligence tool
                                             (Qlikview)
                                         •   Ready integration with industry
                                             leading WFO suits
                                         •   Ready connectors for Payment
                                             gateways




               9 April 2012
Feature Rich



  •     Advanced Interactions Routing
       – Universal Queue
       – Intelligent Interactions Routing based on Universal Queues
           Principle
       – Multiple Queues Management
  •     Works on the Move (remote agents)
  •     Integrated Voice Recording
  •     Out of Box Integrations
  •     Powerful dashboards to monitor performance in real time
  •     Multimedia computer telephony integration (CTI) toolbar.
  •     Advanced Dialer Features




9 April 2012
Innovative Dashboard
Feature Rich




        9 April 2012
Feature Rich



  •     Advanced Interactions Routing
       – Universal Queue
       – Intelligent Interactions Routing based on Universal Queues
           Principle
       – Multiple Queues Management
  •     Works on the Move (remote agents)
  •     Integrated Voice Recording
  •     Out of Box Integrations
  •     Powerful dashboards to monitor performance in real time
  •     Multimedia computer telephony integration (CTI) toolbar.
  •     Advanced Dialer Features




9 April 2012
Feature Rich   Multimedia Computer Telephony Integration




                               English


                               Arabic


                              Enquiry


                              Services




        9 April 2012
Feature Rich



  •     Advanced Interactions Routing
       – Universal Queue
       – Intelligent Interactions Routing based on Universal Queues
           Principle
       – Multiple Queues Management
  •     Works on the Move (remote agents)
  •     Integrated Voice Recording
  •     Out of Box Integrations
  •     Powerful dashboards to monitor performance in real time
  •     Multimedia computer telephony integration (CTI) toolbar.
  •     Advanced Dialer Features




9 April 2012
Adavnced Dialer Features
               Improved campaign management



                                                                                       Campaigns can be created on particular
                                                                                       days of the week, between specific
                                                                                       hours of the day
Feature Rich




                                                                                       Campaigns will be assigned to a specific
                                                                                       contact center and (a) queue(s)



                                                                                       The dialing modus can be chosen
                                                                                       per campaign and can also be
                                                                                       switched according to the
                                                                                       percentage of nuisance* calls




               * A nuisance/lost call is a call canceled by the dialer after answered by the callee. Or a call canceled by the callee
               before a connection to an agent could be enabled.
        22 September 2011
Adavnced Dialer Features
                Improved data management
Feature Rich



                                           Specific datafields can be
                                           selected so the agent
                                           gets to see them




                                           Export remaining data
                                           to another campaign
                                           or to a file




        22 September 2011
Adavnced Dialer Features
                  Large range of rescheduling options


                                                         Definition of rules when a call fails
                                                         (busy, no answer,...)
Feature Rich



                                                        Routing rules
                                                        E.g. When doing the
                                                        rescheduled call, route to the best
                                                        skilled agent, or to the
                                                        last contacted agent,...


                      Manage proportion
                      rescheduled and
                      normal campaign calls




        22 September 2011
Adavnced Dialer Features
               Configuration of legal restrictions per campaign



                                                      -Define the min or max ring time
                                                      -Max throughput time after
Feature Rich


                                                      answered by the callee
                                                      -Max number of call attempts per
                                                      callee, within a configurable
                                                      duration




                                                      -Lost calls %, within a
                                                      configurable time frame
                                                      -Configurable time frame in which
                                                      a callee can be called back after a
                                                      lost call
                                                      -Import blacklist customers




        22 September 2011
Adavnced Dialer Features
               Improved campaign management through the creation of
               phone type rules



                                                  Creation of rules and
Feature Rich



                                                  exception rules per phone
                                                  type




        22 September 2011
Feature Rich



      •        Handle non-contact center calls from Microsoft® Lync™
               2010 within the same Unified Agent Desktop
      •        Proactive, timely and interactive notifications across all channels
      •        Agent Empowerment
      •        Advanced Call Back handling
      •        Real time and historic reporting capabilities, equips supervisors
               with the key indicators to manage the contact center efficiently.
      •        VoiceXML and CCXML module to design call flows
      •        PCI compliant




9 April 2012
Voxtron Client for Microsoft LyncTM



                                                 •   Waiting Queue Visualization
                                                     (skills, priorities, waiting time)
                                                 •   Contact information showing
Feature Rich



                                                     waiting time, relevant
                                                     customer information, skills, …
                                                 •   Call segmentation (contact
                                                     codes)
                                                 •   Powerful integration SDKs
                                                     (CRM, ERP, custom
                                                     applications)
                                                 •   Fax2Email, Fax2Screen,
                                                     Print2fax




        November 2011
Feature Rich   Voxtron Client for LyncTM: one Integrated Client




                                                                              100%
                              100% Voxtron Client features
                                                                          LyncTM features

                                                             Presence info mapping




        November 2011
Feature Rich



      •        Handle non-contact center calls from Microsoft® Lync™ 2010
               within the same Unified Agent Desktop
      •        Proactive, timely and interactive notifications across all
               channels
      •        Agent Empowerment
      •        Advanced Call Back handling
      •        Real time and historic reporting capabilities, equips supervisors
               with the key indicators to manage the contact center efficiently.
      •        VoiceXML and CCXML module to design call flows
      •        PCI compliant




9 April 2012
MultiChannel Notifier



                                       •   Automated Dial out, SMS, Email
                                           and Fax Notifications
Feature Rich



                                       •   Text to Speech Capability

                                       •   Customer Data filter based on
                                           departments, designations, user
                                           groups, etc




        9 April 2012
Feature Rich



      •        Handle non-contact center calls from Microsoft® Lync™ 2010
               within the same Unified Agent Desktop
      •        Proactive, timely and interactive notifications across all channels
      •        Agent Empowerment
      •        Advanced Call Back handling
      •        Real time and historic reporting capabilities, equips supervisors
               with the key indicators to manage the contact center efficiently.
      •        VoiceXML and CCXML module to design call flows
      •        PCI compliant




9 April 2012
Agent Empowerment



                                   •   Waiting Queue Visualization
                                       (skills, priorities, waiting time) in
                                       the waiting monitor
Feature Rich



                                   •   Screen popup showing waiting
                                       time, relevant customer
                                       information, notes, contact
                                       codes, …

                                   •   Click2Call, Click2 SMS,
                                       fax2email, fax2screen, print2fax




               9 April 2012
Feature Rich



      •        Handle non-contact center calls from Microsoft® Lync™ 2010
               within the same Unified Agent Desktop
      •        Proactive, timely and interactive notifications across all channels
      •        Agent Empowerment
      •        Advanced Call Back handling
      •        Real time and historic reporting capabilities, equips supervisors
               with the key indicators to manage the contact center efficiently.
      •        VoiceXML and CCXML module to design call flows
      •        PCI compliant




9 April 2012
Advanced Call Back Options



                                            •   Turn an abanded call into an
                                                opportunity to exceed customer
                                                expectations
Feature Rich



                                            •   If a caller hangs up while in
                                                queue capture the caller’s ANI
                                                and store it in an ANI callback
                                                table
                                            •   The ANI callback table can then
                                                be leveraged as a
                                                means to recover the abandoned
                                                calls in queue and
                                                outbound dial those missed calls




               9 April 2012
Feature Rich



      •        Handle non-contact center calls from Microsoft® Lync™ 2010
               within the same Unified Agent Desktop
      •        Proactive, timely and interactive notifications across all channels
      •        Agent Empowerment
      •        Advanced Call Back handling
      •        Real time and historic reporting capabilities, equips
               supervisors with the key indicators to manage the contact
               center efficiently.
      •        VoiceXML and CCXML module to design call flows
      •        PCI compliant




9 April 2012
Feature Rich   Real Time and Historic Reporting Capabilities




        9 April 2012
Feature Rich



      •        Handle non-contact center calls from Microsoft® Lync™ 2010
               within the same Unified Agent Desktop
      •        Proactive, timely and interactive notifications across all channels
      •        Agent Empowerment
      •        Advanced Call Back handling
      •        Real time and historic reporting capabilities, equips supervisors
               with the key indicators to manage the contact center efficiently.
      •        VoiceXML and CCXML module to design call flows
      •        PCI compliant




9 April 2012
VoiceXML module



               •   VoiceXML is a standard way of describing voice applications
               •   Supports natively Automated Speech Recognition (ASR) and Text-
                   To-Speech (TTS)
Feature Rich



               •   Based on web technology and therefore very suitable for, powerful,
                   dynamic and distributed solutions
               •   Available in Enterprise Edition only




        November 2011
Enterprise Architecture



                              •   Modular
                              •   Distributed
                              •   Centralized Management
                              •   High Availability and Reliability
                              •   Advanced Security, System Alert
                                  and Change Management
                              •   Audit Trail (supports Syslog)
                              •   VM ware supported
                              •   Multi Tenancy
                              •   Scalable
                              •   Monitor
                                  inbound, outbound, multi
                                  channel, and agent activities
                                  across multiple sites and
                                  applications



9 April 2012
Platform Independent




                         •   VCC is PABX Independent
                         •   Compatible with all major PABX
                             manufactures including Microsoft
                             Lync
                         •   compatible over analog/TDM/IP
                             Switches




9 April 2012
Easy to Use




                •   Web based administration
                •   GUI Based call flow development
                •   Easy to understand configuration
                    tools
                •   Centralized Management
                •   Template driven agent
                    configurations
                •   Waiting Queue Visualization
                    (skills, priorities, waiting time) in
                    the waiting monitor




9 April 2012
Easy to Use   Easy To Use-Web Based Administration




       22 September 2011
Easy to Use-Graphical User Interface (GUI)



               •      Intelligent Graphical
                      User Interface (GUI)
               •      Limited set of powerful
Easy to Use



                      building blocks
               •      No programming skills
                      required




       9 April 2012
                                 Axxium 6.0                54
Easy To Use-Template Driven




                   CREATE           CREATE             CREATE           CONTACT
                                     TEAMS            QUEUES            PROVIDERS
Easy to Use



                   AGENTS


              •   Create        •   Assign        •   Create        •   Define in
                  agents            agents to a       queues            your
              •   Assign            team          •   Assign            contact
                  agents to a                         agents to a       providers
                  template                            queue or          (IVR,...) to
                                                  •   Use a user        which
                                                      template to       queue the
                                                      assign            contact
                                                      multiple          goes
                                                      users at
                                                      once to a
                                                      queue

       22 September 2011
Easy to Use –Template Driven (cd.)



                           AGENT          TEAM             QUEUE

              • Can be assigned    • Is a group of    • Is a logical
Easy to Use



                to a user            agents             group of
                template           • Has no skills      contacts that
              • Can or cannot        assigned           come from the
                be member of a     • Replaces the       contact provider
                team                 group concept      and will be
              • All members of                          routed to the
                                   • Is merely an
                the team can be                         agent
                                     administrative
                assigned to a        concept          • Agents can log
                user template                           on for different
              • Has skills                              queues
                assigned




       22 September 2011
Quick to Deploy




                           •   Faster implementation
                           •   GUI Based Administration
                           •   Easy Customization
                           •   Preconfigured PABX parameters
                           •   Ready connectors for 3rd party
                               application integrations
                           •   Easy Installation Procedure
                           •   Experienced and well trained
                               resources
                           •   One Server Concept




9 April 2012
Benefits of Our Solution



                           •   Strengthen customer
                               relationships: support your
                               customers' multimedia
                               requirements, delivering effective
                               interactions across all channels.
                           •   Drive operational efficiency:
                               maximise use of lower-cost
                               communication channels.
                           •   Maintain competitive advantage:
                               offer your customers effective
                               multimedia communications to
                               differentiate your business over your
                               competitors.
                           •   Control Costs and Increase
                               Productivity
                           •   Enhance Company Image and
                               Increase Customer satisfaction:


    9 April 2012
Successful Track Record



                          •   Voxtron (1994) is, headquartered
                              in Belgium with sales offices in
                              Austria, Belgium, Germany, Italy,
                              Netherlands, Portugal, Turkey,
                              Tunisia, UAE and Thailand.
                          •   Voxtron develops state-of-the-art
                              Customer Interaction
                              Solutions
                          •   Over 10,000 satisfied customers
                              around the world
                          •   Voxtron M.E office is in Dubai.
                              Active in the region for over 10
                              years with hundreds of satisfied
                              customers




   9 April 2012
VCC



9 April 2012
Voxtron Communication Center

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Voxtron Communication Center

  • 1. Solutions to Drive Customer Advocacy Presented By : P Thomas, CEO, Voxtron ME
  • 2. Gartner Group Research on Potentials of Multi Media Contact Center • Self service reduces potential calls into a contact centre in average by 12-14%. • When email as the second channel added, the reduction in call volumes goes up to around 16 -18%, • Adding a chat interaction channel can reduce calls by up to 25%. • In general, findings of the research indicates that SMS, social media, chat and email interactions are cheaper to handle and generally more effective than actual phone calls in resolving low priority customer issues. 9 April 2012
  • 3. Voxtron Communication Center • Voxtron Communication Center is the new Multi Media Customer Interaction Solution of Voxtron Customer • Available in Express version and Enterprise version 9 April 2012
  • 4. VCC Introduction The Sage CRM Value Proposition VCC
  • 5. Full Suite CC • Contact Center Solution – Central management of all types of communication with your customer Contact Center – Voice (inbound & Outbound) Solutions – Email – SMS Voxtron – Fax Customer Interaction – Web Chat Solutions Unified • Unified Communication Solution Communication • Improvement of efficiency and Solutions increase of collaboration within the organization Marrch 16 2011
  • 6. Email Management • Auto Response • Auto Acknowledgement • Skills and priority are assigned to an email using • the email rule wizard (perform actions based on the subject, “to” field, “from” field, ...) • advanced PERL scripting • The agent’s standard email client (e.g. Outlook) is used to send/receive contact center emails 9 April 2012
  • 8. Web Chat • Web Chat • Web Call me, Web Callback • Chat Recording and Monitoring • Allows users to communicate with agents or customers in real time using only a web browser • No need for 3rd party IM application • Instant accessability • Components for building it into the company’s web site available in both ASP.NET and PHP 9 April 2012
  • 9. Dialer • Best In Class Dialing Functionality • Automated Dialing (line to agent ratio) • Blaster Dialing (agent-less mode) • Preview, Timed Preview (Progressive) • Predictive Dialing • Advanced Pacing Controls • Outbound Campaign Management • Advanced List Management • Advanced Features • Outbound IVR • Quota Control • Agents in multiple outbound campaigns • Dynamic List Management • Agent Account Ownership • Scheduled Callback (Agent/Service) • Exclusion (Do Not Call) Management • Skills routing 9 April 2012
  • 10. Dialer (cd.) Dialer module and its interactions with the other services parameters Dialing CC Monitor interface Contact Agents Center Dia ler c om m and Outbound Campaign dialer info CC d an plug-in mm le r co Dia dialer Network PSTN IVR plug-in IVR Monitor interface • Contact center Monitor interface gives the dialer all the info regarding the status of the agents and the contacts going on • IVR Monitor interface will provide the dialer info on the lines available in the IVR and the result of the calls made on the IVR • Dialer Command interface will issue commands to one or both of the services (depending on the type of outbound) 22 September 2011
  • 11. Feature Rich • Advanced Interactions Routing – Universal Queue – Intelligent Interactions Routing based on Universal Queues Principle – Multiple Queues Management • Works on the Move (remote agents) • Integrated Voice Recording • Out of Box Integrations • Powerful dashboards to monitor performance in real time • Multimedia computer telephony integration (CTI) toolbar. • Advanced Dialer Features 9 April 2012
  • 12. Feature Rich (cd.) • Handle non-contact center calls from Microsoft® Lync™ 2010 within the same Unified Agent Desktop • Proactive, timely and interactive notifications across all channels • Agent Empowerment • Advanced Call Back handling • Real time and historic reporting capabilities, equips supervisors with the key indicators to manage the contact center efficiently. • VoiceXML and CCXML module to design call flows • PCI compliant 9 April 2012
  • 13. Advanced Interactions Routing Universal Queue • Voxtron Communication Center performs SBR based on the Universal Queue (UQ) principle • This means that all Interactions (incoming calls, outgoing campaign Feature Rich calls, faxes, emails, web chat sessions) are sent to this UQ • When an agent becomes available, the system calculates the score matrix as shown in following slide • The Interaction with the highest score is transferred to the available agent • The complex algorithm takes into account skills but also: – Time: a contact gets more important the longer it is in the UQ – Agent: contacts can be assigned to an agent when • this agent had no contacts for a long time • this agent has the smallest load • this agent handled a previous contact of the same customer january2012
  • 14. Advanced Interactions Routing Universal Queue Free Agents Agent Agent Agent Agent Agent Agent Agent Feature Rich Call Score Score Score Score Score Score Score Queued Contacts High Call Score Score Score Score Score Score Score Web Score Score Score Score Score Score Score chat Fax Score Score Score Score Score Score Score Fax Score Score Score Score Score Score Score Email Score Score Score Score Score Score Score 9 April 2012
  • 15. Feature Rich- Advanced Interactions Routing Intelligent Interactions Routing • If no immediate routing is possible • Dynamic messages: inform the caller on what is happening (closed, no one available, alternatives, …) Feature Rich • Propose self service applications (resolve caller’s queries without transferring to an agent) • Register call back requests or voice mails (voice2email) • Supports touchtone keypad input and speech recognition • Responds with pre-recorded or dynamically generated (TTS) audio January 2012
  • 16. Feature Rich-Advanced Interactions Routing Intelligent Interactions routing • Segment callers, based on – called or calling number (link to customer data, CRM, ERP, ...) – menu choices and/or input (Interactive Voice Response (IVR)) Feature Rich • Welcome the caller – Time based – Event based (e.g. meetings , disaster, ...) • Take a routing decision – Based on the call type – Presence based routing • Skill based • User based • Priority based (VIP numbers or dynamic) • Simultaneous and manual routing (attendant option) – Advanced overflow mechanisms April 2011
  • 17. Feature Rich-Advanced Interactions routing Multiple Queues Management • Contact providers will decide to which queue the contact will go Feature Rich • The contact is sent to a specific queue • Each queue is a universal queue (with matrix metrics) • The agent logs on for a specific queue and receives the routed contact, based on his/her skills, or other routing principles • The agents of two different teams can log on for the same queue 22 September 2011
  • 18. Feature Rich-Advanced Interactionst Routing Multiple Queues Management • General – Define queue name Feature Rich • Agent settings – Log off and pause settings of the agents in the queue • Overflow – Definition of overflow mechanisms for queues • Routing – Routing algorithm per queue • Advanced Routing – Multiple contacts routing per queue • Times – Wrap-up and congestion threshold times per interaction type and per queue 22 September 2011
  • 19. Feature Rich-Advanced Interactions routing Multiple Queues Management • Overflow mechanisms when – Number of waiting contacts in the queue exceeds x contacts Feature Rich – The waiting time of a con- tact in the queue exceeds x sec. • Overflow mechanisms to – A specific queue – A queue with the least contacts except for a specific queue – A queue with the lowest waiting time, except for a specific queue – A specific extension 22 September 2011
  • 20. Feature Rich • Advanced Interactions Routing – Universal Queue – Intelligent Interactions Routing based on Universal Queues Principle – Multiple Queues Management • Works on the Move (remote agents) • Integrated Voice Recording • Out of Box Integrations • Powerful dashboards to monitor performance in real time • Multimedia computer telephony integration (CTI) toolbar. • Advanced Dialer Features 9 April 2012
  • 21. Feature Rich-Remote agent • Agents can log on to the contact center from anywhere they want, with or without the Voxtron Client • They can log on with their mobile phone, a fixed number from home,... Feature Rich • Monitor their presence via the activity monitor • Run statistics afterwards, also for these agents 22 September 2011
  • 22. Remote Agent Process of an incoming call for a Remote Agent 1. Call arrives in the IVR and is reported Agent to the CC via the CC plug-in. 2. CC checks which agents are free & instructs IVR to transfer the call to XML 2' Feature Rich 6 the Remote Agent. CC provides contact info to the agent. TAPI provider Contact CTI service XML Center 3. IVR sends messages to the CTI IVR IVR provider 4 Provider, that it is transferring a call to the remote agent. XML 2 1 3 5 CTI CC 4. CTI will let the CC know that the call is transferring to the agent. plug-in plug-in PBX IVR 5. When agent picks up the phone, IVR will notice it and it will send a message to the CTI IVR Provider. PSTN 6. CTI will then report this to the CC, which will put the agent into the next state, namely conversation. Call tromboning is needed 22 September 2011
  • 23. Feature Rich • Advanced Interactions Routing – Universal Queue – Intelligent Interactions Routing based on Universal Queues Principle – Multiple Queues Management • Works on the Move (remote agents) • Integrated Voice Recording • Out of Box Integrations • Powerful dashboards to monitor performance in real time • Multimedia computer telephony integration (CTI) toolbar. • Advanced Dialer Features 9 April 2012
  • 24. Feature Rich Integrated Voice Recording 9 April 2012
  • 25. Feature Rich • Advanced Interactions Routing – Universal Queue – Intelligent Interactions Routing based on Universal Queues Principle – Multiple Queues Management • Works on the Move (remote agents) • Integrated Voice Recording • Out of Box Integrations • Powerful dashboards to monitor performance in real time • Multimedia computer telephony integration (CTI) toolbar. • Advanced Dialer Features 9 April 2012
  • 26. Out Of Box Integrations • Seamless Integration with Microsoft Lync Feature Rich • Ready connectors for Sage CRM and Microsoft CRM • Powerful SDK’ for third party application integrations • Out of Box Integration with Business Intelligence tool (Qlikview) • Ready integration with industry leading WFO suits • Ready connectors for Payment gateways 9 April 2012
  • 27. Feature Rich • Advanced Interactions Routing – Universal Queue – Intelligent Interactions Routing based on Universal Queues Principle – Multiple Queues Management • Works on the Move (remote agents) • Integrated Voice Recording • Out of Box Integrations • Powerful dashboards to monitor performance in real time • Multimedia computer telephony integration (CTI) toolbar. • Advanced Dialer Features 9 April 2012
  • 29. Feature Rich • Advanced Interactions Routing – Universal Queue – Intelligent Interactions Routing based on Universal Queues Principle – Multiple Queues Management • Works on the Move (remote agents) • Integrated Voice Recording • Out of Box Integrations • Powerful dashboards to monitor performance in real time • Multimedia computer telephony integration (CTI) toolbar. • Advanced Dialer Features 9 April 2012
  • 30. Feature Rich Multimedia Computer Telephony Integration English Arabic Enquiry Services 9 April 2012
  • 31. Feature Rich • Advanced Interactions Routing – Universal Queue – Intelligent Interactions Routing based on Universal Queues Principle – Multiple Queues Management • Works on the Move (remote agents) • Integrated Voice Recording • Out of Box Integrations • Powerful dashboards to monitor performance in real time • Multimedia computer telephony integration (CTI) toolbar. • Advanced Dialer Features 9 April 2012
  • 32. Adavnced Dialer Features Improved campaign management Campaigns can be created on particular days of the week, between specific hours of the day Feature Rich Campaigns will be assigned to a specific contact center and (a) queue(s) The dialing modus can be chosen per campaign and can also be switched according to the percentage of nuisance* calls * A nuisance/lost call is a call canceled by the dialer after answered by the callee. Or a call canceled by the callee before a connection to an agent could be enabled. 22 September 2011
  • 33. Adavnced Dialer Features Improved data management Feature Rich Specific datafields can be selected so the agent gets to see them Export remaining data to another campaign or to a file 22 September 2011
  • 34. Adavnced Dialer Features Large range of rescheduling options Definition of rules when a call fails (busy, no answer,...) Feature Rich Routing rules E.g. When doing the rescheduled call, route to the best skilled agent, or to the last contacted agent,... Manage proportion rescheduled and normal campaign calls 22 September 2011
  • 35. Adavnced Dialer Features Configuration of legal restrictions per campaign -Define the min or max ring time -Max throughput time after Feature Rich answered by the callee -Max number of call attempts per callee, within a configurable duration -Lost calls %, within a configurable time frame -Configurable time frame in which a callee can be called back after a lost call -Import blacklist customers 22 September 2011
  • 36. Adavnced Dialer Features Improved campaign management through the creation of phone type rules Creation of rules and Feature Rich exception rules per phone type 22 September 2011
  • 37. Feature Rich • Handle non-contact center calls from Microsoft® Lync™ 2010 within the same Unified Agent Desktop • Proactive, timely and interactive notifications across all channels • Agent Empowerment • Advanced Call Back handling • Real time and historic reporting capabilities, equips supervisors with the key indicators to manage the contact center efficiently. • VoiceXML and CCXML module to design call flows • PCI compliant 9 April 2012
  • 38. Voxtron Client for Microsoft LyncTM • Waiting Queue Visualization (skills, priorities, waiting time) • Contact information showing Feature Rich waiting time, relevant customer information, skills, … • Call segmentation (contact codes) • Powerful integration SDKs (CRM, ERP, custom applications) • Fax2Email, Fax2Screen, Print2fax November 2011
  • 39. Feature Rich Voxtron Client for LyncTM: one Integrated Client 100% 100% Voxtron Client features LyncTM features Presence info mapping November 2011
  • 40. Feature Rich • Handle non-contact center calls from Microsoft® Lync™ 2010 within the same Unified Agent Desktop • Proactive, timely and interactive notifications across all channels • Agent Empowerment • Advanced Call Back handling • Real time and historic reporting capabilities, equips supervisors with the key indicators to manage the contact center efficiently. • VoiceXML and CCXML module to design call flows • PCI compliant 9 April 2012
  • 41. MultiChannel Notifier • Automated Dial out, SMS, Email and Fax Notifications Feature Rich • Text to Speech Capability • Customer Data filter based on departments, designations, user groups, etc 9 April 2012
  • 42. Feature Rich • Handle non-contact center calls from Microsoft® Lync™ 2010 within the same Unified Agent Desktop • Proactive, timely and interactive notifications across all channels • Agent Empowerment • Advanced Call Back handling • Real time and historic reporting capabilities, equips supervisors with the key indicators to manage the contact center efficiently. • VoiceXML and CCXML module to design call flows • PCI compliant 9 April 2012
  • 43. Agent Empowerment • Waiting Queue Visualization (skills, priorities, waiting time) in the waiting monitor Feature Rich • Screen popup showing waiting time, relevant customer information, notes, contact codes, … • Click2Call, Click2 SMS, fax2email, fax2screen, print2fax 9 April 2012
  • 44. Feature Rich • Handle non-contact center calls from Microsoft® Lync™ 2010 within the same Unified Agent Desktop • Proactive, timely and interactive notifications across all channels • Agent Empowerment • Advanced Call Back handling • Real time and historic reporting capabilities, equips supervisors with the key indicators to manage the contact center efficiently. • VoiceXML and CCXML module to design call flows • PCI compliant 9 April 2012
  • 45. Advanced Call Back Options • Turn an abanded call into an opportunity to exceed customer expectations Feature Rich • If a caller hangs up while in queue capture the caller’s ANI and store it in an ANI callback table • The ANI callback table can then be leveraged as a means to recover the abandoned calls in queue and outbound dial those missed calls 9 April 2012
  • 46. Feature Rich • Handle non-contact center calls from Microsoft® Lync™ 2010 within the same Unified Agent Desktop • Proactive, timely and interactive notifications across all channels • Agent Empowerment • Advanced Call Back handling • Real time and historic reporting capabilities, equips supervisors with the key indicators to manage the contact center efficiently. • VoiceXML and CCXML module to design call flows • PCI compliant 9 April 2012
  • 47. Feature Rich Real Time and Historic Reporting Capabilities 9 April 2012
  • 48. Feature Rich • Handle non-contact center calls from Microsoft® Lync™ 2010 within the same Unified Agent Desktop • Proactive, timely and interactive notifications across all channels • Agent Empowerment • Advanced Call Back handling • Real time and historic reporting capabilities, equips supervisors with the key indicators to manage the contact center efficiently. • VoiceXML and CCXML module to design call flows • PCI compliant 9 April 2012
  • 49. VoiceXML module • VoiceXML is a standard way of describing voice applications • Supports natively Automated Speech Recognition (ASR) and Text- To-Speech (TTS) Feature Rich • Based on web technology and therefore very suitable for, powerful, dynamic and distributed solutions • Available in Enterprise Edition only November 2011
  • 50. Enterprise Architecture • Modular • Distributed • Centralized Management • High Availability and Reliability • Advanced Security, System Alert and Change Management • Audit Trail (supports Syslog) • VM ware supported • Multi Tenancy • Scalable • Monitor inbound, outbound, multi channel, and agent activities across multiple sites and applications 9 April 2012
  • 51. Platform Independent • VCC is PABX Independent • Compatible with all major PABX manufactures including Microsoft Lync • compatible over analog/TDM/IP Switches 9 April 2012
  • 52. Easy to Use • Web based administration • GUI Based call flow development • Easy to understand configuration tools • Centralized Management • Template driven agent configurations • Waiting Queue Visualization (skills, priorities, waiting time) in the waiting monitor 9 April 2012
  • 53. Easy to Use Easy To Use-Web Based Administration 22 September 2011
  • 54. Easy to Use-Graphical User Interface (GUI) • Intelligent Graphical User Interface (GUI) • Limited set of powerful Easy to Use building blocks • No programming skills required 9 April 2012 Axxium 6.0 54
  • 55. Easy To Use-Template Driven CREATE CREATE CREATE CONTACT TEAMS QUEUES PROVIDERS Easy to Use AGENTS • Create • Assign • Create • Define in agents agents to a queues your • Assign team • Assign contact agents to a agents to a providers template queue or (IVR,...) to • Use a user which template to queue the assign contact multiple goes users at once to a queue 22 September 2011
  • 56. Easy to Use –Template Driven (cd.) AGENT TEAM QUEUE • Can be assigned • Is a group of • Is a logical Easy to Use to a user agents group of template • Has no skills contacts that • Can or cannot assigned come from the be member of a • Replaces the contact provider team group concept and will be • All members of routed to the • Is merely an the team can be agent administrative assigned to a concept • Agents can log user template on for different • Has skills queues assigned 22 September 2011
  • 57. Quick to Deploy • Faster implementation • GUI Based Administration • Easy Customization • Preconfigured PABX parameters • Ready connectors for 3rd party application integrations • Easy Installation Procedure • Experienced and well trained resources • One Server Concept 9 April 2012
  • 58. Benefits of Our Solution • Strengthen customer relationships: support your customers' multimedia requirements, delivering effective interactions across all channels. • Drive operational efficiency: maximise use of lower-cost communication channels. • Maintain competitive advantage: offer your customers effective multimedia communications to differentiate your business over your competitors. • Control Costs and Increase Productivity • Enhance Company Image and Increase Customer satisfaction: 9 April 2012
  • 59. Successful Track Record • Voxtron (1994) is, headquartered in Belgium with sales offices in Austria, Belgium, Germany, Italy, Netherlands, Portugal, Turkey, Tunisia, UAE and Thailand. • Voxtron develops state-of-the-art Customer Interaction Solutions • Over 10,000 satisfied customers around the world • Voxtron M.E office is in Dubai. Active in the region for over 10 years with hundreds of satisfied customers 9 April 2012