Intelligent Routing Skills Based Routing Multimedia .

Intelligent RoutingSkills Based RoutingMultimedia ContactsCall ReportingCRM IntegrationPower OutdialDatabase Screen PopVoice RecordingIVR VuesionMultimedia Blended Contact Center,Just right for SMEKnow. Analyze. Create. Improve. Win.

Vuesion MultimediaContact CenterSolutionsBenefitsEfficiency and ProductivityIntegrated IVRIn today’s highly competitive marketplace,Studies have demonstrated over and over thatdifferences are made on customer loyalty andefficient and informational call centercustomer service. Every business has a need forannouncements increase customer retention andScalable from small groupsto Enterprise multi-sitebusinesses.flexible call distribution systems to increase salescustomer loyalty. Vuesion announcements provideand revenue. Small/medium size enterprises needposition in queue and average time to answer asthe flexibility to move agents around, havewell as advanced scripts for playing differentIntuitive and familiar PCinterface.simultaneous coverage in multiple groups, andannouncements in several patterns with differentmaximize their workforce’s skills to better serveinformation. Customers may record their ownBlended multimedia withEmail, FAX, Voice and Outdial queuing.their customers.seasonal promotions and messages and make themVuesion Contact Center is the right choice forpart of the announcement. The IVR (Interactivethese companies; it is powerful yet flexible, offeringVoice Response) prompts callers for their ID orskills based call routing for maximum efficiency andaccount numbers used for intelligent routing andproductivity.routing to the call center.Multimedia Features, Easy to Add-onSupervisory & ManagementIncrease agent productivitywith call coordinateddatabase screen pops, I.M.chat, and presence.The Vuesion Contact Center suite offers the sameWith the powerful Vuesion PC software, supervisorsadvanced features, typically found in larger contacthave the features they need to manage the centercenter suites, at an affordable cost of ownership.and agents: Supervisors have real-time informationUnleash the potential of your call center with PCon agents, wallboards, and threshold alarms whenImprove Supervisors’efficiency with access toreporting, agent coachingand call recording.desktop agent and supervisor client software, withimportant events occur. Supervisors may “rescue”built-in wallboards, real time statistics and intuitivea specific call from queue, monitor and recordpresence states that clearly enhance call centers ofagents and utilize the PC chat with instant textany size. Blend various media including Email, FAX,messaging for agent assistance. Supervisors havevoice and outdial campaigns.access to call reports for tracking everyEnhance customer servicewith Skills based routing,priority routing and rulesbased routing.performance and productivity aspect of an agent, agroup and/or the entire center. Supervisors keeptrack of their agents and groups in one single siteor across multiple sites in the enterprise.Cost Savings and R.O.I.The Vuesion solution provides call back numberqueuing, where callers have the option to leave acall back number and disconnect the call. Theykeep their place in queue and get a call backwhen an agent becomes available. While inqueue, callers may opt-out by dialing anothergroup, agent, voice mail or operator. Theseoptions provide better service to your customers,save on inbound toll calls and maximize lineSupervisor and Agent softwareusage.2

Productivity EnhancementDatabase/CRM screen pop based onANI or IVR collected informationDial out from TAPI applicationsCall Back number queuingSmart database/CRM routerBlended Email, FAX and voice queuingOutdial with agent disposition, callstatus processing and campaign scriptsSupervisory FeaturesSkill Sets / GroupsSkills based routingANI/DNIS based routingPriority based routingPriority Queuing based on ANIOverflow to internal/external locations,other skill set, agent or voicemailAgent skill levelsAgents may be in multiple skill setsConfigurable Auto Wrap-up timeout atthe end of a callAll agents logged-off overflowAll agents busy overflowAgents FeaturesDesktop software per agent/supervisorAbility to customize screenReal time statistics and status presencefor agentsAnnouncementsMultiple announcements per skill setFlexible announcements based onManage agents’ states & queuescaller's queue timeAccess to Call Reports from SupervisorPlay position in queue to callersdesktop(configurable)Configurable productivity thresholdsPlay average hold time per skill setColor coded real time alerts associatedOpt out of announcementwith agent productivityNetwork PC Chat / instant text messag-Multi-Site Networkinging functions for agent help requestsCentralized Call Reports from all nodesVoice monitoring on agentsVisual indication on local and remoteOn screen notification when a numberpattern is dialed out from an agentRescue-Queue detail displayAgent PC screen capturePC desktop WallboardDesktop wallboard on every agent andphones with call controlRemote access for simplified administration and configurationManagement & ReportingSkill set performance & service levelSkill set group activityInbound & Outbound call historysupervisor desktopAbandoned calls and numbersACD agent states (Login, Logout, Break,Shows agents logged in, available andAgent status reportsgroup service levelAgent performance reportsVisual color indication on thresholdAgent productivity reportsWrap-up, Work, Meeting, locked out)Agents are automatically placed in Lock-out mode on ring no answerI.M. chat screens for agent helpexceeded per skill setDaily tallies of skill set (calls in Queue,answered, overflowed, abandoned,.)Detail, summary and chartsDNIS and called number reportsCradle-to-grave call ID reportsSpecificationsBusiness / EnterpriseSimultaneous logons (number of agents / supervisors) per server250Number of skill sets/groups64 Thin Client / Terminal services supportYesCall-Back number queuingDatabase smart router (ANI or IVR collected information)Yes ( Add-on option)Yes (Add-on option)Select from report dates from calendarEmail Queuing, FAX Queuing, Outdial campaignsYes (Add-on option)Auto Reports with E-mail to supervisorsCRM integration / call coordinated screen popYes (Add-on option)3Export Reports to pdf, Excel, .Search filters for specific numbersCall resolution reportsConfigurable service levels

Vuesion OutdialCampaignSolutionsImprove Processes & CustomerLoyaltyBenefits/ApplicationsScalable from small entrysystems to Enterprise multisite systems.Multiple simultaneouscampaigns.With labor costs increasing, many organizations arewhen to start a campaign, manage the agents withlooking into ways of maximizing efficiency anda campaign, define skill based outboundproductivity in their call centers. One of the ways ofcampaigns. Agents preview relevant and importantachieving these goals is to implement agent-customer information through a screen popassisted and agent-less proactive customer caredisplayed from the campaign database. Additionalcampaigns and automatic multimedia and blendedcampaign scripts and prompts are presented tocontacts. These have been proven to have a bigagents to streamline the campaign and createimpact on customer loyalty and retention whileuniformity.Managed Campaigns withCall Reporting.keeping costs in check. Vuesion CampaignAppointment reminderscontact center with automatic outdial capabilities toAgent-based and agent-lesscampaigns.Blended with the inboundcontact center to maximizeproductivity.Automatic notificationsystem.Agent Based CampaignsSupervisors and system administrators controlManager delivers just that, a blended multimediaincrease customer loyalty,reduce inbound callvolumes, improve business processes and generatenew revenue opportunities.Call Disposition / Call ScriptingDuring a customer call, or when the call terminates,agents must enter a disposition pre-configureditem, schedule a call back with date and time, orEmail the contact to a supervisor. Call dispositionreporting are available to supervisors for dataScalabilitymining and lead distribution.With Vuesion, you can start small, expand or addfeatures easily when required. Painlessly grow froman Entry 4-port system to an Advanced serverbased 64-port system with the same feature set ofcapabilities.Distributed CampaignsIn many outbound environments, agents areresponsible for their own campaigns. Vuesionallows the flexibility to combine individualcampaigns and group based campaignsCampaign Managementsimultaneously for the same agent. Campaigns areVuesion’s campaign manager has multipleassigned a priority to meet the business goals.connectors to import and convert customerdatabases. The import engine converts from flatfiles, spreadsheet file format, ODBC basedpackages, and other legacy data files into acampaign database. Supervisors and systemadministrators have the flexibility to designcampaigns system wide, skills based, group basedor agent based campaigns. Agent-less campaignsallow full IVR automation with configurable multilayered system scripts and prompts.4Blending Inbound / OutboundAgent productivity is critical to providing greatservice and keeping costs manageable. It isfrustrating watching some agents sit idle, whileother agents are overwhelmed. Vuesion improvesagent productivity by allowing agents to belong toboth inbound and outbound skill sets.