Committed to building best of class communication solutions for businesses through innovative software offerings.

Transcription

1 Committed to building best of class communication solutions for businesses through innovative software offerings. Solutions designed to reduce employee workloads while improving the customer experience. We are pleased to introduce a new breed of call center

2 High Definition Contact Center

3 Outbound Solutions Time Management

4 Next Generation Contact Center Solutions Intelligent call routing IVR/ACD data driven Skills based, Team based, Business Unit routing Media supported Voice (Speech, IVR, ACD, TTS) (Queue) Web (Live Chat, Web Call Back) Social Networks (SMS, Facebook, Twitter) Inbound & Outbound Automation Real time monitoring Historical Reports

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6 Extreme Customer Contact Anytime, anyplace, anyway

7 Features Single Agent Interface for all types of customer contact - Voice / Phone (PBX) - Live Web Chat & Call Back - - SMS Text - Social Media - CONFIGURABLE Benefits - Easy to learn - Easy to manage - Extended customer contact - Flexibility for customer - Customizable for business

8 Features - Supports unlimited agents - Supports unlimited web sites/pages - Integrated with PBX queue - Displays estimated wait time - Historical archive in database - PCI compliant for redaction of data Benefits - Real time customer interaction - Improved web site experience - Increase agent efficiency

9 Features - Integrated with PBX queue - Wait time/place in queue displayed - Supports unlimited web pages - Supports unlimited queues - Skill set routing based on page Benefits - Increase agent efficiency - Reduce hold times - Reduce abandon rates - IMPROVED customer experience

10 Features - Unlimited agents - Unlimited queues - Real time feed to / from PBX - Recordable messaging - High end Text-to-Speech - Configurable times & schedules Benefits - Customers don t have to wait - Decreased abandon rates - Decreased long distance costs - Increase agent efficiency - IMPROVED customer experience

11 Features - Supports unlimited queues - Skill set routing based on address - Integrated with PBX queue - Historical archive in database - Aging and escalation tracking - Auto Responder available Benefits - Increase agent efficiency - Decrease long distance costs - Easy reporting & tracking - Real time view of aged messages - Messages not lost or forgotten

12 More than just supervisor view Easy to see critical areas Trunks Queues Agents Teams Business Units Real Time or Historical data System Level Business Level Queue Level Agent Level Configurable alarms History of events Control Wall Boards Control Queues

13 Features Central Wall boards supported Alarm Conditions highlighted Rapid comparisons of teams and agent performance Customizable Views Agent wall boards deliver information to any worker in any location.

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15 Preview, Power, Progressive, Predictive From Desktop to Fully Automated Solutions

16 Features - Agent Controlled - Software Only (Virtualized) - Automated messaging - Unlimited contacts - Unlimited campaigns (events) - Unlimited groups (contacts) - Do Not Call Compliant Benefits - Saves time for outbound calls - Increased customer contact - Easy to deploy - Less expensive than full dialers *

17 Features - Automated messaging - Unlimited contacts - Unlimited campaigns (events) - Unlimited groups (contacts) - Do Not Call Compliant - Sophisticated scheduling - set & forget - dialing windows (time zones) Benefits - Saves time for outbound calls - Notification of new products - Increase sales - (via announcements) - Offer VIP status to customers *

18 Manage Employee Time Quickly, Effectively and Affordably

19 Easy view of departmental hierarchy for review & maintenance of timesheets prior to prep for payroll upload Time Summary Views by employee and/or by department at a glance SISO Query in real time Tracks in/out records for all calls Filter functions for searching Can insert to customer DB

20 Call Center Automation ROI Defined Productivity through Creativity

21 Features - Service Entry by phone - Credit card data collection - Special recorded processing - Shipping instructions - -Unlimited application & DB integrations Benefits (ROI) - Great for overflow traffic surges - Increase campaign efficiency - Reduce hold times - Reduce abandon rates - IMPROVED customer experience - 24/7 ordering without agent intervention

22 ROI Return On Investment (SPPS) Identify key time savers Screen pop (seconds count) 20 seconds X 1,000 calls = 20,000 / 60 / 60 = 5.6 hours (whole agent) 5.6 X $15/hr loaded = $84/day X 22 days = $1,848 Price comparison $20,000 SPPS Enterprise (w/custom) *.026 (TSP) = $520 Fast return If lease, then day 1, with $1,328 per month net savings If purchase, then 15 month payback (faster with headcount productivity)

23 Call Center Specific Contingency Management Deployed quickly and affordably

24 Redundant Component Chassis Included in base package Dual CPU Dual Hard Drive (RAID-1 Mirror) Dual Power Supply Dual NIC (1gb) Dual Fan Bank Redundant Chassis (optional) (Supports VM, XEN, Hyper-V) Mirrored Servers in Rack Single hunt group design Redundant Site (optional) Mirrored site to network facility IVR menus & call flow routed from backup site Remote access to DB okay

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26 Increase profits through training Sales & Technician programs

27 Program Highlights Sales Certifications Product Training Discovery Tools Marketing Support and MDF Tech Certifications Installation Training Project Management Tools / Training ($$$) Contact Richard McFarland, Voice4net rem@voice4net.com

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29 Pre-recorded messages or Text-to-Speech Multi Language support English, Spanish, Korean, Japanese, Chinese Confirm Appointments Contact patients with Voice, SMS, Reports

30 Contact patients with outstanding balances overdue History of previous discussions and commitments made Programmable call times and contact methods.

31 Secure and user friendly Patient ID confirmation Call log Time Stamped Available 24 hours 7 days a week Multi- Language support Establish and confirm follow up visits Time stamped log file Record of times accessed and played Personalized messages to patients

32 Establish call list to remind patients when to take medications Elderly Working Parents Customized messages per patient Multi-language support