Customer Interaction Solutions

Transcription

1 Customer Interaction Solutions

2 Customer Interaction competence is at the heart of every successful organization. Today, Pro-active Customer Management Is Essential Whenever a customer interacts with your organization, be it an account manager, a technical specialist, a contact center agent or through an automated self service application, you need to ensure he has a positive and satisfying experience. To give agents and office workers the best basis for successful interaction, the business communications system you deploy must have powerful capabilities. Not only must it be easy to work with, allowing users to find information and switch applications seamlessly, but it should also integrate front and back office processes. And to ensure maximum Return On Investment (ROI), it must be easy to incorporate into your existing telecommunications system and IT infrastructure. So adopting an open architecture and adding compliance with all the most common IT and telecom standards to your shopping list will be necessary alongside the expected easy-to-administer and easy-to-maintain options that you know your senior management will expect. Welcome to our world, a subject area we believe is so full of rich potential that we at Voxtron have made it our mission to help you enjoy the myriad benefits - and in a way that both delights you and exceeds your expectations in the process.

3 Every organization is different, so tailoring will always be required. Powerful & Flexible Communications Capabilities That Can Be Fine-Tuned To Your Situation Multimedia routing and its associated capabilities have failed to deliver real ROI, until now. Voxtron Customer Interaction Solutions (CIS) integrate phone, , chat, fax and SMS, both for self-service as well as personal service. So, for example our universal queue concept offers multiple routing options and a highly flexible design. It thus facilitates the processing and handling of multiple communication channels. Additionally the client software is multifunctional and can be used both in the front and the back office. So, in case you need additional staff to answer calls, you can simply integrate the back office into the contact center routing with a single mouse click. Developing and customizing capabilities like these and communications solutions in general has been Voxtron s forte for the last 15 years; as you would expect we have gained a wealth of knowledge and experience in this domain in the process. Unsurprisingly therefore, the different modules offered with a Voxtron solution make it easy to customize and scale an application that perfectly suits your needs now and, as your organization changes going forward, in the future. We can even help you contribute to a greener world by enjoying the benefits of our One server, One client concept. This is where the architecture of the Voxtron Customer Interaction Solution will replace all the single servers usually needed for fax, mail, routing, messaging, presence, etc.

4 Voxtron s continuous development efforts focus on the key issues that affect your business. Ensuring A Rapid & Maximum ROI Satisfying customers. Voxtron CIS comprehensive capabilities, ease of use and outstanding flexibility ensure that your staff can devote their energies to providing excellent customer service and sales support without worrying about system performance, reliability and maintenance issues. A particularly popular Voxtron system feature for improving customer satisfaction scores is the skills-based routing facility that ensures a call gets routed to the best agent resource available to handle it at any given time. Company image. Voxtron CIS automation and configuration options will allow you to present the perfect profile to your customer base and any new contacts, and thus increase your image and overall market reputation. Controlling costs. Features such as skills-based routing, universal queues and CTI tools (quick dial, screen pops, presence, etc) allow you to process interactions more intelligently and productively, thus reducing your operating costs. Our dedication to helping you improve effectiveness and increase efficiency ensures you have the right suite of communications tools to optimize your business processes across the organization and enjoy the resulting savings and other business benefits. With Voxtron s CIS you can rest assured that you have the best possible solution for customer satisfaction, brand enhancement and cost control. Real people with real knowledge, acting on your behalf. Our Commitment Is Total Partnering with Voxtron allows you to leverage and benefit from our unique set of skills and services, and thus achieve a rapid and high ROI. So, for example, our extensive market experience will help you decide what will work for your situation and what the best solutions are. Our state-of-the-art software is complemented by a comprehensive portfolio of professional services that include consultancy, implementation assistance and integration with your business processes. Our support services are permanently available to help you on a 24/7 basis. In summary, Voxtron is a reliable, trusted and onestop-solutions partner that is constantly looking to innovate on your behalf - just ask our many satisfied customers.

5 Our track record speaks for itself. Take Advantage of Our Experience & Expertise Voxtron launched in 1994 and has many successful telecommunications products to its name. These include TeleButler, Axxium and agentel, all solutions characterized by high reliability, great performance, impressive features and rapid ROI. We proactively court the views and input of our customers because we know that this not only leads to higher customer satisfaction but gives us great new ideas to incorporate into our products. Voxtron currently has thousands of satisfied customers in over 30 countries. They are there, we believe, because of the quality of our unique, customizable solutions, competitive pricing and ongoing support. We look forward to discussing your requirements with you further and thereafter welcoming you to our Voxtron community.

6 Customer stories Suppose you are a manufacturer of access control systems and a client calls to inform you that the system isn t working for some of his staff; he needs a prompt and correct answer. Your technical hotline agent may not be aware of the particular configuration in that company but he can find out which software and hardware is installed and, using a knowledge base, the most likely symptoms of the problem and what the client can do as first steps to resolve the issue. Voxtron s Presence information feature will also allow the agent to find out which expert in the back office department is available to deal with the caller in case the initial suggestions don t work. Utilizing the system in this fashion ensures problem resolution times are minimized and staff are available to handle more callers. Modern governments treat their citizens as customers. To facilitate this, their IT systems and PBX infrastructures need to be networked. Voxtron s CIS enables the employees of municipalities, ministries and public authorities to have a 360 degree view of the people that contact them. So, typically, from a central phone number, a citizen can get valuable information about most issues, from waste disposal and passport matters through to opening hours and responsibilities for financial aid and child care. In such heavy call load situations, Voxtron s intelligent call distribution capability routes citizens to agents and other resources that can assist them as quickly as possible. Other Voxtron features such as interfaces to knowledge bases and internal resources also make the agents work processes much more effective and citizen-friendly. In another key government application, emergency response, Voxtron s voice and SMS functionalities can be used to inform a large number of people, both employees and citizens, of an urgent situation as quickly as possible. Financial institutions have gone through massive changes in the last few years and proactive customer interactions have become a major determinant of corporate success. In a large retail bank with over 100 branch offices and a strong internet and self-service approach, a central call center and voice-portal platform is used. It serves as the entrance point for the customer for various services: internet banking help-desk, fully automated phone banking, call center prequalification, dealer hotline and debt collection. The branch offices forward all incoming calls to the central contact center, and can thus concentrate on consulting and selling face to face. With over 500,000 digital faxes sent and received per month, one particular Voxtron communications platform was able to play a major role in improving processes, reducing costs and increasing efficiency. Voxtron s knowledgeable and helpful personnel succeeded in adapting the system to the bank s special needs all whilst accommodating the bank s particular security and reporting concerns. Suppose you are an insurance provider and one of your clients calls your contact center with a question about his life insurance. The system recognizes the caller and pops up his recorded information for the agent on his screen: age, family situation, number and status of his insurance policies, and other relevant data. With this input, the agent can greet the caller in a very personal way, provide him with relevant information and, with appropriate Voxtron system prompts, make him aware of other opportunities that might interest him. Such cross-selling and up-selling tactics are becoming increasingly important to boost sales for all incoming and outgoing call situations. Contact-blending can even go one step further by mixing fax, s and web-chat in Voxtron s One server, one client concept. Outsourcing has become a major trend with Outsource Service Providers (OSPs) accepting incoming calls for a variety of different companies at the same time; an OSP may also be running simultaneous outbound telemarketing or telesales activities during any given period. Voxtron s CIS permits multiple tenants and campaigns, and can use the versatility of Voxtron s intelligent ACD to personalize the introductory Hello, integrate various business processes and create proper client billing at the end of the month. In outbound campaigns, customers are automatically called by the system and then connected to the right agent. On connection, all necessary information is popped onto the screen, thus saving the agent valuable dialing and processing time. Voxtron s built-in tools such as realtime reporting allow the OSP manager and team-leaders to adjust agent work priorities according to their current operational needs. Similarly historical statistics and database interrogation options ensure key performance indicators can be monitored and adjusted accordingly. If you want to know more about us, just contact us:

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