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.
- Scalable from small groups to enterprise multi-site businesses
- Intuitive and familiar user interface
- Blended multimedia with Email, FAX, voice and out dial queuing
- Enhance customer service with skills based routing, priority routing and rules based routing
- Increase agent productivity with call coordinated database screen pops, text chat, and presence
- Improve supervisors’ efficiency with access to reporting, agent coaching and call recording
Multimedia 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 presence states that clearly enhance call centers of any size. Blend various media including Email, FAX, voice and outdial campaigns.
Integrated IVR
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. The IVR (Interactive Voice Response) prompts callers for their ID or account numbers used for intelligent routing and database integration.
- Provides voice mail and auto attendant for a single site or multiple locations to manage customer calls accurately and professionally.
- CRM/database integration via IVR collected information for database routing and call flow
Supervisory functions and 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.
- 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
- Advanced call reporing for skill sets and agents, including performance, productivity, abandoned calls, service level, activity and summary
- Automatic reports are Emailed to supervisors for easy access
- Visual and audible alerts when thresholds are exceeded
