Vuesion Unified Communications

Transcription

1 Vuesion Unified Communications

2 The Vuesion Advantage Vuesion Unified Communications (UC) is an ideal product suite used to streamline business communications, improve communication accuracy, and enhance overall end user productivity. The Vuesion intelligent innovation is that these applications all run on the same platform. This yields tremendous value since it reduces cost of purchase and maintenance, simplifies integration and reduces complexity of administration. Scalable and modular The Vuesion UC modularity allows customers to start with one module and add modules as they go. All software modules are configured using one single administration user interface and perform in a complete unified environment. This eliminates the pitfalls of trying to integrate several different third party hardware and software products. When Vuesion connects to a communication platform, customers will discover new applications in the pursuit of effective and intelligent presence and collaboration. Exceptional value to achieve your communications goals Effectively capture every phone interaction. Deliver measurable customer service. Add visibility, presence and collaboration between agents, managers and customers. Control costs while increasing revenues generated by the contact center. Process calls faster and more efficiently. Respond to requests from anywhere. Single administration reduces maintenance cost and setup complexity. Save energy with less equipment and employees working seamlessly from home. 2

3 Unified Messaging Today s businesses rely on voice processing as a key requirement to make day-to-day operations efficient and productive. Customers expect systems to perform 24/7 with flexibility to provide the functionality they need. Powerful Unified Messaging delivers voice mail messages and Fax documents right in the users inbox. Provides voice mail and auto attendant for a single site or multiple locations to manage customer calls accurately and professionally. Enhances mobility with follow-me features, trusted numbers with fast voice mail access from cellular phones, cascade message notification for multiple media. Presence & Mobility When employees know how to effectively contact each other, they efficiently and visually obtain needed information for accurate and precise call handling. Visual indication of each employee s phone activity on an intuitive PC software. At a glance, know who is busy, in a meeting, out of the office, on vacation... Text chat between managers and employees for quick Q & A while on a phone call. Call control right from your PC with simple mouse clicks, answer, park, hold, and transfer calls. Call coordinated database screen pop with caller detailed information before the call is answered. Arrange icons in departments or groups to suit your company s organization. Contact Center Every company strives to provide better customer service and better interaction with their customers. Whether it is a small workgroup, large enterprise, customer service, help desk or new business inquiries, most contact centers struggle to balance peak demand with the available agents. Vuesion gives contact centers the visibility, reports and features to invite your customers do more business with you. Skills-based routing connects customers to the appropriately skilled agents. CRM & database integration with screen pop right on the agent s PC screen. Provide high-value customers, accounts or transactions priority and intelligent handling. Call Back Number Queuing offers your customers alternatives to waiting or hanging up while waiting. Flexible call hold announcements keeps customers informed while waiting for an agent. Real time queue display and alarms allow agents and supervisors to better handle peak times. Clearly measure the performance, service level and productivity of the call center and agents. Voice Recording When listening to customer/employee interactions, a wealth of valuable information is readily available. Companies are now able to determine trends, frequently asked questions, customers concerns, and customers common requests. By mining this information, companies may quickly improve their processes, improve the exchange and availability of information to customers and more importantly, improve workforce training and efficiency. Voice record all calls, specific calls, specific agents, or on-demand voice recording enhances quality assurance. Increase employee/agent productivity with new agent training based on recorded conversations. Improve security with emergency numbers recording and malicious calls recording. 3

4 Presence, Mobility & Collaboration Solutions Benefits Scalable from small groups to Enterprise multi-sites businesses. Intuitive and familiar PC interface. Add visibility, presence and collaboration between employees, managers and customers. Process calls faster and more efficiently. Respond to requests from anywhere. Employee work from home seamlessly. Rich Presence Vuesion UC software is an indispensable tool for any enterprise that allows a telephone and computer work effectively together. It delivers real time visual status of all phone activity locally and at remote sites. Intuitive status icons show precisely who s on the phone, out of the office, in a meeting, on business travel and other states that are very helpful to any user. Based on client/server architecture, all users on a network may have Vuesion software on their workstation. The familiar Windows user interface makes training comfortable and productivity is undoubtedly increased. Collaboration and Mobility Mobile workers are empowered and reachable with the follow-me feature. Users simply click on an employee s icon, and calls are transferred to the selected destination. Mobile workers may also remotely dial in the Vuesion voice mail system and follow prompts to change their extended states with a return date and time (e.g. out to lunch, on vacation, on business travel). Productivity Enhancing Features Users have access to simple and advanced telephony functions by intuitive point-and click actions. Transfer a caller to an employee s voice mail with two mouse clicks, or transfer a call with one mouse click. Get ready to provide first class customer service with call coordinated database screen pops from caller number or from a front-end IVR. When a match is found, the customer database record is automatically shown on the PC screen. Leverage the Vuesion TAPI driver to dial out from any TAPI compliant application and database like Outlook ACT!, Siebel, Oracle, SQL server. Helping Companies Work Seamlessly Whether your company is organized in groups, departments or multiple locations, Vuesion can help. Create multiple views (departments) and arrange employee icons in a view that best represents the organization of your company. At a glance, view the status of telephones per group, department or remote location. Users may change names of employees, change forwarding options of any telephone and toggle phone state. The chat feature allows Vuesion users to send and receive text messages with quick response keys. When allowed by CoS, users may start a live voice recording of their conversation. Operator and users software screen Forefront Security Security is taking front seat for many companies. To help in their efforts, the Vuesion software provides advanced reporting and notification features. Emergency numbers that are dialed from any phone, whether local or from a remote location, are instantly displayed via a screen pop in conjunction with a PC alarm notification. Live voice recording is available for selected personnel. 4

5 Call Control Up to 12 independent views arranged as departments, groups or remote locations. Select from large icons or small icons to visualize up to 200 icons on one view Visual indications of phone status across the enterprise Visual indication of Out of Office and extended states (lunch, on vacation,..) One mouse-click transfer to local or remote employees Change icons names on the fly Maximize screen on ringing calls, answered calls or always maximized Automatic screen minimize on call disconnect Voice Mail Integration Transfer to an individual s voic box Extended states display Extended states prompts from user s voice mail box Remote setting and configuration of Extended States Management Call Reports When allowed by CoS, Vuesion users may generate call reports right from their desktop. Call reports allow supervisors to manage personnel call trends and performance and analyze efficiency in handling customer calls. Call Reports are displayed on the screen, exported to common standard file formats and of course printable on any printer. Configurable feature keys PC text chat and instant messaging with automatic response PC notification with caller identification when the application is minimized When allowed by CoS, Vuesion users can visualize the caller ID on connected calls for all icons Toast pop-up when the client software is minimized Call History Security Emergency number notification when dialed from any phone in the enterprise informs Super Console users Constant visual and audible alerting until the alarm is manually cleared on the Vuesion screen Off hook timeout notification Mobility Simultaneous Vuesion UC user logon 300 Emergency Notification Voice Call Recorder (all calls, scheduled, on-demand, per group..) CRM integration / TAPI dial out / call coordinated screen pop Call History with missed call identification Change forwarding options on the fly Yes Yes (Option) Yes (Option) 800 entries Number of icons displayed 25 to 1000 Chat between users (allowed by class of service) Yes Station, Trunk reports Number dialed reports (Inbound, Outbound, Transferred) DNIS reports Area code with state display reports Account Code reports All Calls inbound, outbound with ring no answer indication Cradle-to-grave call ID reports Tenant/Department reports Tenant Billing reports Voice mail mailbox reports Export Reports to pdf, Excel,.. Search filters for specific numbers Graphs and trends Call Tag reports Call Reports / Call Accounting Thin client / terminal services support Yes (Options) Yes Multiple Sites / Networking 5

6 Contact Center Solutions Benefits Scalable from small groups to Enterprise multi-sites businesses. Intuitive and familiar PC interface. Enhance customer service with Skills based routing, priority routing and rules based routing. Increase agent productivity with call coordinated database screen pops, I.M. chat, and presence. Improve Supervisors efficiency with access to reporting, agent coaching and call recording. Efficiency and Productivity In today s highly competitive marketplace, differences are made on customer loyalty and customer service. Every business has a need for flexible call distribution systems to increase sales and revenue. Small/medium size enterprises need the flexibility to move agents around, have simultaneous coverage in multiple groups, and maximize their workforce s skills to better serve their customers. Vuesion Contact Center is the right choice for these companies; it is powerful yet flexible, offering skills based call routing for maximum efficiency and productivity. Advanced Features, Easy to Add-on The Vuesion Contact Center suite offers the same advanced features, typically found in larger contact center suites, at an affordable cost of ownership. Unleash the potential of your call center with PC desktop agent and supervisor client software, with built-in wallboards, real time statistics and intuitive icons that clearly enhance call centers of any size. Integrated Announcements Studies have demonstrated over and over that efficient and informational call center announcements increase customer retention and customer loyalty. Vuesion announcements provide position in queue and average time to answer as well as advanced scripts for playing different announcements in several patterns with different information. Customers may record their own seasonal promotions and messages and make them part of the announcement. Supervisory & Management With the powerful Vuesion PC software, supervisors have the features they need to manage the center and agents: Supervisors have real-time information on agents, wallboards, and threshold alarms when important events occur. Supervisors may rescue a specific call from queue, monitor and record agents and utilize the PC chat with instant text messaging for agent assistance. Supervisors have access to call reports for tracking every performance and productivity aspect of an agent, a group and/or the entire center. Supervisors keep track of their agents and groups in one single site or across multiple sites in the enterprise. Agent & Supervisor software screen Cost Savings and R.O.I. The Vuesion solution provides call back number queuing, where callers have the option to leave a call back number and disconnect the call. They keep their place in queue and get a call back when an agent becomes available. While in queue, callers may opt-out by dialing another group, agent, voice mail or operator. These options provide better service to your customers, save on inbound toll calls and maximize line usage. 6

7 Productivity Enhancing Features Database screen pop with auto-preview based on ANI or IVR collected digits Database/CRM screen pop based on ANI or IVR collected information Dial out from TAPI applications Call Back number queuing Smart database/crm router Skill Sets / Groups Skills based routing ANI/DNIS based routing Priority based routing Priority Queuing based on ANI Overflow to internal/external locations, other skill set, agent or voic Agent Skill levels Agents may be in multiple skill sets Configurable Auto Wrap up timeout at the end of a call All agents logged-off overflow All agents busy overflow Agents Features Desktop software per agent/supervisor Ability to customize screen (class of service dependent) Ability to view call history Inbound and Outbound ACD agent states (Login, Logout, Break, Personal break, Wrap-Up, Work, Meeting, locked out) Supervisory Features Real time statistics on agents Real time agent status view Force agent Logout/Ready Access to Call Reports from Supervisor desktop Configurable productivity thresholds per agent Color coded real time alerts associated with agent productivity Network PC Chat / instant text messaging functions for agent help requests Voice monitoring on agents On screen notification when a number pattern is dialed out from an agent Rescue-Queue detail display PC desktop Wallboard Desktop wallboard on every agent and supervisor desktop Up to 18 separate wallboards displayed per PC desktop agent or supervisor Announcements Multiple announcements per skill set Flexible announcements based on caller's queue time Play position in queue to callers (configurable) Play average hold time per skill set Opt out of announcement Multiple Sites / Networking Centralized Call Reports from all nodes Visual indication on local and remote phones with call control Remote access for simplified administration and configuration Management Call Reports / Call Accounting (Option) Skill set call reports with performance, service level Skill set group activity Abandoned calls and numbers Monthly, weekly, daily and hourly Simultaneous logons (number of agents / supervisors) 300 Number of skill sets/groups 64+ Number of wallboards displayed 18 Thin Client / Terminal services support Yes Call-Back number queuing Yes (Option) Database smart router (ANI or IVR collected information) Yes (Option) Agent status reports Agent performance reports Agents per group reports Agent productivity reports Detail, summary and charts Voice Call Recorder (all calls, scheduled, on-demand, per group..) CRM integration / TAPI dial out / call coordinated screen pop 7 Yes (Option) Yes (Option) DNIS and called number reports

8 Unified Messaging Voice Processing Benefits Scalable from small entry systems to Enterprise multisites size systems. Robust feature set to meet 24/7 performance. Enhanced mobility with follow-me feature and extended user states. Live call recording improves quality assurance and increases employee/agent efficiency. Unified messaging allows voice mail messages and FAX document in one place for reduced complexity and increased productivity. Performance 24/7 Today s businesses rely on voice processing as a key business requirement to make day-to-day operations efficient and productivity. Customers also expect systems to perform 24/7 with the flexibility to provide the functionality they need. The Vuesion voice processing solution does just that enabling messages to be delivered and managed intuitively and reliably. Scalability With Vuesion, you can start small, expand or add features easily when required. Painlessly grow from an Entry 4-port system to an Advanced server based 64-port system with integrated messaging and fax capabilities. Rich Standard Features for Greater Productivity The Automated Attendant s functions have all the flexibility and accuracy to manage customer calls efficiently and professionally. Dial by first name, last name or have a company directory available to help you maintain a strong relationship with your customers. With the question and answer features, Vuesion Auto Attendant makes it easy to offer self-service voice response and information delivery to your callers 24/7. For companies with a mobile workforce, employees can remotely change their phone call forwarding options to activate the follow-me anywhere feature. Robust Optional Features for Greater Efficiency Do you have several fax machines in the office? Do private fax documents end up in the wrong hands or become mislaid? Are employees wasting valuable time running back and forth to the fax machine or dealing with paper jams? If this sounds familiar, regain productivity and security with Vuesion optional integrated fax capabilities. Fax documents are automatically routed to an individuals or departments inbox. Files are in standard.tif format and can be printed on any printer in the office. The Vuesion voice processor allows telephone users, when permitted by class of service, to record a live conversation by a simple key press on their digital telephone. Recorded messages are stored in the user s voic box or directed to the user s inbox. Efficiency with Unified Messaging Today, business is being conducted via mobile devices, office telephones, voice mail, FAX and . The Vuesion U.M. unifies voice messages and FAX documents into one single universal source, your inbox. Messages are clearly identified and are managed by simple mouse clicks. Standard formats.wav and.tif give you complete control over message delivery, distribution, storage and management. This undoubtedly enhances the efficiency, accuracy and productivity of your workforce, and since it s , training is intuitive and simple. 8

9 Auto Attendant Seamless transfer Tenant service with separate directories, routing boxes and schedules Routing based on ANI and DNIS Messages may be marked Normal, Urgent or Private before delivery Question-answer with interview capabilities Dial by first or last name Caller and User Features Out of the office or busy greeting automatic depending on phone state Opt-out of user s greeting to an operator or any destination Telephone user interface (TUI) based on a tree architecture Phone auto login to voice mail Forward or send messages to a mailbox, multiple mailboxes or distribution lists Option to be included or not in the company directory Last 20 deleted messages are saved for retrieval Record greetings (default, out of office or busy greeting Automatic mailbox access based on ANI Message and Notification Features Configured to play from newest to oldest message or vice versa Play message header before/after the message or not at all Press 0 to hear the message header information Message rewind/pause/fast-forward Reply to sender of a voice message Edit forwarded messages by adding comments to beginning or end Notify on urgent messages only Follow-me forwarding (up to three per mailbox) Pager and notification support (up to five cascade destinations) Secure/Unsecured notification Call back to a party that left you a message Live Call Recording When permitted by Class of Service, Vuesion voice processing allows users to record a live conversation with one button from their phone. Recorded messages can be: Stored in the user s voice mail box Directed to the user s inbox Specifications Entry/Standard Enterprise Voice port capacity 4 to 16 4 to 64 Mailboxes 100 to Storage 100 to 500 hours 10,000 hours Live Call Recording Yes Yes Inbound FAX to Yes 4 ports Yes 16 ports Unified Messaging Option Option Call Reports / Call Accounting Yes Option Platform Operating System Windows XP pro Windows 2003 server Integrated Messaging Features Subject line on the s identifies ANI of the caller Play messages through any standard media player on PC Flexible single and dual storage options is configured on a per mailbox basis Synchronize voice messages between inbox and telephone message waiting (only with IMAP4 protocol) Administration and General Features Configuration and administration with Windows graphical user interface Change Auto Attendant greetings and schedules for holidays and special events Copy Auto Attendant with greeting and routing Message auto copy from one mailbox to another Silence and constant noise filters Mailbox templates for efficient setup Advanced User Options Record name & change password. Record greetings (default, Out of Office or busy greeting) Change and program forwarding settings and numbers for the follow -me forward feature. Change the message notification numbers and message notification parameters 9

10 Call Logger Voice Recorder Benefits Scalable from small groups to Enterprise multi-sites businesses. Intuitive and familiar PC interface. Enhance customer service and provide measurable quality assurance. Increase employee/agent productivity with new agent training based on recorded conversations. Improve security with emergency numbers recording and malicious calls recording. In Constant Search of Excellence Studies show time and time again that customer retention produces increased profitability. Today, generating new business and retaining customers are top priorities for many companies. Contact center personnel, from sales, customer service and accounting, are at the forefront of interaction with new and existing customers. Companies continue to thrive by providing the best in all areas to increase profitability and efficiency, and decrease cost. To achieve these goals, the Vuesion Call Recorder helps companies listen to their customers, identify what is working and what needs improvement. This valuable information can be shared throughout the enterprise. Process Improvement When listening to customer/employee interaction, a wealth of valuable information is readily available. Companies are now able to determine trends, frequently asked questions, customers concerns, and customers common requests. By mining this information, companies may quickly improve their processes, improve the exchange and availability of information to the customer and more importantly, improve workforce training and efficiency. Report and Analyze Managers and supervisors have instant access to reports from any desktop on the LAN or WAN. Find at a glance recorded calls, conversation duration and call types for individuals or groups. Quick search allows managers to focus on specific extensions, call center groups or agents. Tags and notes allow managers to quickly pinpoint calls and conversations that need immediate attention. Enterprise-wide Benefits The Vuesion Call Recorder produces immediate benefits for all departments in the enterprise. Sales managers can determine why agents have better closing-ratios and effective up-selling skills. Customer service managers establish why customer satisfaction is lower than expected. Companies benefit from minimized liability and order entry accuracy. Faster R.O.I. The Vuesion Call Recorder helps companies achieve faster Return on Investment when employees are trained on methods that work best, customer retention is higher, new customers have positive experiences with effective sales staff and when liability is minimized. The Vuesion Call Recorder is part of the Vuesion family of value-added and productivity-enhancing solutions for contact centers as well as general business. Supervisor s recordings management screen Security at the Forefront Security is also a big winner with the Vuesion Recorder. Used in conjunction with the Vuesion UC Console, emergency numbers and other predefined numbers are automatically recorded, and immediate notification is provided to authorized personnel. 10

11 Recording Patterns Record based on inbound ANI or DNIS numbers Record based on dialed-number patterns Record based on routing from auto attendant selection Record specific stations or specific trunks Vuesion UC software allows one mouse click on station icons to start the recording session Scheduled Recordings Record all calls Record randomly Record every other call or other repetitive pattern Record based on schedules (time of day, day of week) On-demand recording Contact Center Record specific agents Record specific groups/splits or skill sets Record in any specific combination group/split/agent Start recording while monitoring an agent Recorded Devices Record digital and analog telephones Record Voice-over-IP and SIP telephones & devices Recorded Files Recorded files are in GSM.wav file format, which may be played from any PC desktop with sound card and speakers Combined with Vuesion Unified Messaging, recorded files may be ed to managers and supervisors Call monitoring technology uses a compression algorithm to increase the capacity of recording space Management & Reporting Intuitive Recorder viewer with call tags Tags on calls that need immediate attention Detailed recorder reports for later retrieval from any manager s Client console Call monitoring visual indicators show the recording status of stations and agents Supervisors have ample tools to flag recordings of interest, add notes to recordings for better management Call Reports associate the voice recording and the caller ID or number dialed, the agent or station number. Multiple searches are available, by time, by agent, by station Password protected database controls who has access to recordings Class of service allows specific supervisors to listen to specific groups or individual station recordings Backup & Redundancy Options DVD, CD-RW RAID Drives / Mirrored Redundant hot swappable power supply 11

12 Call control keys for quick transfer, answer, park, voic , record, chat, provide advanced features from a familiar and intuitive user interface. Presence management with visual indication provides the tools for accurate call handling. At a glance see who is in, out, or on vacation for precise call coverage. Real time display and visual representation on callers information. At a glance, see how many customers are calling, how long they stay on hold, how many customers hang up while waiting. With this information, managers make informed decisions on resources, staffing and scheduling during peak time. BBX Technologies Vuesion Copyright 2009 BBX Technologies. All rights reserved. BBX Technologies and Vuesion are registered trademarks of BBX Technologies. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice. 12