Intelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight

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1 R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight

2 Contact centre out of the cloud Intelligently manage every contact channel OASIS enabling flexible customer contact solutions VoltDelta s OASIS on-call contact centre is delivered from the cloud as a service. It addresses the key business needs of our customers with an integrated platform supporting multiple channels, virtual contact centres and home working agents. Automated speech services can be deployed to cut costs and OASIS on-call also includes an automated speech survey for customer insight. Our cloud solutions are delivered from VoltDelta s global hosting centres.

3 Contact Centre Pay per use cloud services OASIS on-call contact centre is delivered from the cloud and paid for on a usage basis to minimise capital investment for our customers. OASIS on-call contact centre is a multi-channel contact centre supporting several CRM systems in order to deliver a superior end customer experience. All agent applications are delivered as click-once deployments and all routing, user-management and reporting is carried out via a dedicated customer web portal. Handle multi-channel communications OASIS on-call supports a wide range of contact channels in addition to voice, including , web chat, SMS and social interactions. All non-voice media are routed using the same OASIS ACD routing logic as for voice calls to those agents with the correct skills, allowing the efficient merging of workflows to the agent base. Highly flexible routing OASIS contact centre offers a wide range of routing steps across all media types, and with flexible queue assignments to support the best use of the skills within the agent workforce. Administration of the system is via a web portal, where OASIS routing plans can be quickly amended from the graphical route step display. Offer intelligent contact management Organisations can leverage best practice CTI to segment and better target the customer base with a wider range of differentiated services. OASIS is also able to track all contacts a customer has with an organisation across all channels to provide the agent with a genuine 360 degree view. Implement a virtual contact centre strategy The OASIS cloud based contact centre greatly simplifies the creation of a virtual contact centre including all existing call centres, branches, home workers and back-office experts. With OASIS on-call, all of these agents can be available to service any call for which they have the skills for. Introduce centralised call and screen recording Existing call recording capability may be obsolete or may only cover small pockets of activity. Implementing OASIS on-call call recording ensures that the full end-to-end call experience is recorded, including any IVR interaction, inclusive of the agent desktop, and across all agents. Supports industry leading CRM systems OASIS on-call offers proven integration to a range of leading CRM systems including Microsoft Dynamics, Oracle Service Cloud (RightNow CX) and salesforce.com. Other systems can be integrated using the powerful OASIS CTI. James Glasspool OASIS on-call supports two agent desktops, OASIS Media Bar and, shown here, OASIS SmartStation handling voice and chat interaction. OASIS oncall agent desktops are deployed over the web as click-once applications. All agent desktops include multimedia management, contact history and access to a personal agent dashboard. An embedded agent softphone and integrated CRM access are available as further options.

4 Speech Self Service Automate services with OASIS Speech OASIS on-call speech applications support organisations in offering automated self service to their customers, freeing up staff from routine enquiries and enabling 24x7 access to services. Verify and identify callers to reduce customer effort OASIS on-call Verify automatically verifies a caller s identity without the need for passwords and PINs, reducing customer effort, as well as saving agent time. OASIS on-call Verify uses the caller s own voice print for authentication, providing a secure biometric based security system. Apply automation intelligently with segmentation Our approach to automation is to encourage organisations to apply it intelligently, segmenting the customer base and varying the service experience provided. This ensures that the best customer prospects for sales are handled by a live agent, with others handled by the self service application. Rapidly introduce speech applications VoltDelta offers a range of pre-built, speech and SMS based framework applications. These can be rapidly customised to meet each customer s specific requirements for call flow, dialogue design and integration with existing call centres and back-end customer systems. In addition, our team of experienced speech designers are able to offer fully bespoke speech applications designed around each customer s needs and infrastructure. OASIS on-call Speech-based applications As well as the development of bespoke speech applications VoltDelta has a number of framework speech applications, allowing rapid adaptation and tailoring. These include: > > Route enabling single number access to organisations. > > Verify verifying and authenticating a caller using speech biometrics. > > Query accessing account details orders, bookings and status. > > Remind offering an automated reminder service by voice and SMS. > > Call-back letting a customer schedule a call back at a convenient time. Verify Remind Query Capture Record Callback Route Survey

5 R Customer Insight Gain insight from your customers Understanding your customers is vital both for retention and for the ability to up sell them on other products and services. OASIS on-call Survey provides a fully automated speech survey tool that supports both inbound and outbound surveys. Surveys can be quickly updated and changed to include new questions or target a new customer segment. As it is deployed from the cloud as a service by VoltDelta it allows very rapid set up and usage by customers. Understand in real time As each OASIS on-call Survey takes place, the statistics gathered are continually updated and available for immediate use. This provides immediate feedback of the customer experience, without having to wait for results to be collated, which is vital in tailoring service delivery. Measure customer advocacy Using OASIS on-call Survey allows any organisation to measure customer advocacy easily, and on an ongoing basis. The system provides comprehensive metrics for reporting across a wide base of measures including on customer satisfaction and industry standard advocacy measures. Track marketing activity OASIS Survey also supports the tracking of marketing effectiveness. Tailoring the questions to measure if customers have understood and value the marketing message provides direct and highly valuable feedback to the marketing organisation. Capture the voice of your customer OASIS Survey is also able to record a customer s comments at the end of the survey. These verbatim recordings then allow the actual voice of the customer to be heard and the various nuances to be understood and further analysed. OASIS on-call Survey With OASIS on-call Survey, suveys can be created in a matter of minutes and easily updated to include new questions or target a new group of customers. Practical features include the ability to record audio, set up outbound surveys and configure a callback service so that the survey can be appended to contact centre calls. A number of helpful evaluation options also allow contact centre supervisors to delve into results, trends, call volumes, call durations and call details as well as listen to individual audio recordings.

6 Identify Callers Voice verification, VIP treatment, repeat callers Capture voice of the customer Monitoring, recording and speech analytics Build a virtual call centre Connect centres, branches and home agents Offer 24/7 service Automated speech and self-service web solutions Support multi-media Phone, , web chat, social media Integrate CRM Microsoft Dynamics, Oracle Service Cloud, salesforce.com Automate routine transactions And utilise agents for high-touch services Create a single queue Across multiple call centres and media

7 R M u l t i - c h a n n e l c o n t a c t c e n t r e d e l i v e r e d f r o m t h e cloud, around the globe OASIS on-call delivers contact centre services R direct from the cloud as a software-as-a-service model. Our cloud based services are available on a global basis with primary hosting centres present across the USA, UK and Germany: > Rapid service enablement. > Handle traffic peaks and troughs of traffic. > Support a virtual contact centre strategy. > Outsource but retain control. > Jump from legacy premise to modern cloud. > Automate routine enquiries. > Pay based on service usage. workforce management IVR automation verify record manage observe analytics dashboard report survey Management Portal voice SMS web chat social outbound Call Distribution System CTI & Contact Tracking Microsoft Dynamics salesforce.com Oracle RightNow CX Third party systems OASIS Media Bar OASIS SmartStation agent dashboard softphone

8 VoltDelta International VoltDelta is a leading provider of contact centre technology and self-service solutions for enterprises and telecommunication providers around the globe. In all business areas, its aim is to integrate across media, combining voice, the Web and mobile channels to deliver a richer contact experience. Its cloud services are delivered from carrier-grade data centres, allowing any organisation to benefit from its expertise in contact centres and multi-channel communications. VoltDelta s cloud services infrastructure currently handles over two billion calls per year. For further information please visit R Contact us at: VoltDelta International Dolphin House Windmill House Sunbury-on-Thames TW16 7HT Tel: +44 (0) Internet:

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