How to improve and make a difference on customer service via a contact center? The relationship is reduced by the client distance! For this, we look for the closest contact with the client, an interaction in an effectively way, perceiving him (her) and be perceived. Interacting “eye to eye” demands presence, being “live” answers this business question: a video relationship is the special tool. To control this relationship (operational and management visions) the entire control of video contact center was created. It incorporates itself to the existing service, on the same way the chat was incorporated to the traditional call center. It generates all the operating indicators from the operational infrastructure, queue control (with attendance priorities), attendance management, supervision and administrative visibility. This complete solution is available on this KNBS product, the Key Video Spot. - www.knbs.com.br

4. Pre sale and post sales nearness
= results

5. EMPATHY
SOLUTION

6. How?

7. Joy in looking
A smile in the voice
I know and I can fix it
Value
recognition

8. Who?

10. Innovate?
customer proximity!

11. A complete solution

12. Video relationship terminal
Contact supervision center
Secure connections
Contact management and
monitoring servers
Video contact center
atendence positons

13. Cameras allow a closer relationship
WITH CUSTOMER
Scanner and printer solve document exchange
Specialized attendants
build, maintain, expand the customer
relationship
Innovation captivates and involves
The quality of care can be
expanded, diversified and results!

14. Being closer to customers anytime and anywhere has
become essential. The physical proximity, however, not
always leads to accessible costs making viable operations of
personal attendance,
Key Video Spot (KVS) is the key business solution.
It makes your company and prospects closest, as
well as your clients and partners, increasing presales, sales and differentiating your post-sales.
Allows new horizons for relationship!

16. Operational Terminal with:
• Touchscreen or normal screen
• Directional microphone and camera
• Scanner
• Thermal, laser or inkjet printer
• Keyboard and mouse (optionals)
• Nobreak
• Internet or dedicated access
Operational interaction:
• Videoconference
• Chat (optional)
• Midia presentation and institutional
movies
• Documents exchange
• Auto attendance (optional)

18. Scanner and printer allow documents
exchange, signing contracts, customer
identification, attendance recording and photos
ensure a complete and registered service

19. 00:04:07
Maria

20. call center features into the video contact center
•
•
•
•
•
•
•
•
•
•
Services queues control
Terminal services control
Care time availability control
Attendants activities control
Attendants inactivities and pauses control
Interaction with attendance legacy systems
Availability to images transferring from legacy systems
Availability of documents printing in ATM
Availability to receive scanned documents and store them
Attendance call recording (video requires a lot of
memory, but is also feasible)
• Call attendance supervision via web
• Management Reports
• Satisfaction researches incorporated
Chat and messaging =
additional to videoconferencing (serving people with
hearing disability)

22. Operative control:
• services request queues control (ATM-Totems)
and availability of service totems
• Control and direction of calling done based on
services
• Presentation of ATM assets, dedicated
occupation (use) in attendance
• Supervision of visits (time of visits, days of
attendants, availability and congestion)
• Control of ATM operating states and attendants
• Operating Thermometer
• packages of videos and institutional controlATM service time
• software versions and priority queue exchange
control and management

23. Supervision and control commands:
• Coexist on the same care machine control system
• sql server, oracle or postgres databases
• Areas dedicated to storing exchanged documents
during attendance, as well as to audit compliance
with the voice call and chat records (video
recording is still very expensive nowadays)
• Management system calls access
• Management reports and visits (customization optional service)
• Security and access levels
• System Configuration (parameterization, user
management, attendants and totems, totems
remote operation)
• Individualized totems service hours management

24. •
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Attendance Reports - Detailed and management: representing the
calls made, determining the effectiveness of the work done by the
attendants
Attendance Performance Reports: presenting Attendance
performed and statistics date of service/efficiency, service times, break
times and service availability types
ATM service Reports: presenting the sessions requested by
ATM, duration and services
Statistical reports of care, service and availability of requested
services
Attendance Report of service denied: Displays information on the
attendance refused, including also the reason for refusal
Quality of service questionnaire (satisfaction survey): Reports of
assessments made by the Appointments and Customer Attendants
(after consultations)
Customized reports: system based on indicators, thus allowing ease
customization of reports, as well as the creation of effectiveness
indicators set by the contact center company

25. relationship with the client look

27. Carlos Alberto Fróes Lima, D.Sc.
froes@knbs.com.br
KNBS Telecomunicações e Informática Ltda.
www.knbs.com.br
fone: +55 19 3295 3314