Consular Service. Unified Communications. Description of our Contact Center Solution

Transcription

1 Consular Service Unified Communications Description of our Contact Center Solution

2 Features IP TECHNOLOGY Ten years ago we were pioneers on the research and development of pure IP contact center. Now a day, when the call center industry is focused on the paradigm of IP technology, INNOVAMER has already 10 years of experience on the application of this equipment for call centers. The maturity obtained in the approach of IP installations for a decade, is one of the differences that our version technology can offer. NO HARDWARE OWNER Historically, call centers were a branch of telephone exchanges, according to them, their skills and their suppliers. This was reflected on the costs of implementation and on a high dependence on call center providers. However, INNOVAMER is pioneer on the implementation of contact center standard servers, making the difference excluding the dependence on proprietary hardware and its suppliers. SOLUTION "ALL-IN-ONE" It is known that complex technologies such as contact centers, integrate heterogeneous components from different manufacturers, such as ACD, IVR, recording and dialing among others, in which risks and costs are involved. That is why since the project started INNOVAMER has developed pre-integrated functional modules. This means that INNOVAMER - as in a game where each block fits perfectly with the other-can create a customized solution, without integration problems and divided responsibilities. VIRTUAL CALL CENTER Similarly, we have been pioneers ten years ago with the Call Center for IP phone calls, so we are now separated from the paradigm of virtual call center technology and "hosting". This allows to operate with multiple call centers in different geographic locations, using the same centralized infrastructure. It also allows monitoring and remote management, teleworking and "Online deskwork" or even the release of the agent from their desks. INCLUSION OF ORGANIZATIONAL PROCESSES While the concept is simple and sensible, is very complex to implement if there is no appropriate technology platform, a call center needs to contribute to the whole organization and not be an isolated solution, so organizational processes have to be introduced at the same time. INNOVAMER is the market solution which incorporates a platform technology preintegrated on world class, call centers, " middleware". This allows a natural integration of attention with heterogeneous systems and distributed. 1

3 Technology GENERALITIES INNOVAMER propose a management powerful platform for interaction technology, and capable of being used by companies and large organizations which operates on a contact center. In addition to this, it also offers important advantages for the Call Center and Public Administration. 2

4 Inbound / Outbound Calls INNOVAMER offers a multimedia solution which allows processing in a unified way for interactions or contacts through multiple communication channels. Voice management Inbound / outbound voice channels Call Blending Voice mails CallBack on abandonned calls CallBack on voice mails Multimedia Channel management Inbound s Outbound s from Agent PC Demanded s from IVR Massive s from Outbound Engine Standard reply formats: manual/automatic, with Word/HTML. Sending Attached Information Automatic Reading using vocal technologies * Fax Inbound faxes Demanded Outbound faxes from IVR Indexed storage Search and visualization faxes Distribution acording to ANI, DNIS, and IVR context information Web Web Chat Web Collaboration (URL Push) Web CallBack SMS InBound SMS Outbound SMS from Agent PC Outbound SMS on demand from IVR SMS blasting from Outbound Engine 3

5 Why recording calls? Recording calls is essential in your contact center as it insures the ability to monitor the performance of its operators and the quality attention to their customers. INNOVAMER offers the possibility to access the records in a simple and intuitive way. At the same time provides a qualification system, integrated into the recording system recording, to qualify the operators according to the skills required for campaigns. In this way, you get a quick response mechanism from operators who are unfocused from the objectives of the campaign. SEARCH AND REPRODUCTION CONSOLE CALL INNOVAMER provides a tool that allows on a instantly way: filter, search, retrieve and playback calls that are stored in the Repository Recordings. The search keys can be: Date Range Hour Range Length of calls Caller Id DNIS campaign Agent Call / Voic Customizable parameters After identifying a recording with a click you can generate a MP3 audio file of the call. 4

6 Real-time monitoring INNOVAMER Supervisor is a powerful and unified console real-time monitoring that increases the productivity and control the compliance with service levels by monitoring all resources from the contact center. Provides statistical information and graphic views on an easy configuration and accessible for those who operate the tool. Each Supervisor can have a view associated with their profile, so you can segment resources to monitor their attributes and values up to date. Visual alerts provided to the Supervisor by changes in colours, allows to detect immediately critical situations according to the level of service parameters set by the company. You can also configure alerts "Customized" showing actions depending on operating conditions. For example, sending an SMS message if the desertion rate of a particular campaign reached a predefined threshold. Administration INNOVAMER Administrator allows, from a single console, manage on a centralized way all contact center resources. As an all in - one solution, completely developed by a single manufacturer, the administration of the entire system is easily done from a single interface. 5

7 INNOVAMER Consular Service LEGAL INFORMATION CONTACT: NAME : INNOVAMER 2002 SL TAX IDENTIFICATION: B ADDRESS: C/ LA RESTINGA, 17 INDUSTRIAL ZONE LAS MAJORERAS CARRIZAL-INGENIO International Telephone Consular Service: callcenter@innovamer.com WEB: COMMERCIAL DIRECTOR: Ulises Dámaso DATA PROTECTION: The information you provide is voluntary. By filling in any Form, or record or data you send us, you consent to the data contained in the Same are incorporated into an automated file and stored and processed by INNOVAMAR 2002 SL. May exercise the rights of opposition, access, rectification, cancellation of their data, provided in L.O. 15/1999 of December 13, Protection of Personal Data. 6