1. Solutions to Drive Customer
Advocacy
Presented By : P Thomas, CEO, Voxtron ME
2. Gartner Group Research on Potentials of
Multi Media Contact Center
• Self service reduces potential calls
into a contact centre in average by
12-14%.
• When email as the second channel
added, the reduction in call volumes
goes up to around 16 -18%,
• Adding a chat interaction channel
can reduce calls by up to 25%.
• In general, findings of the research
indicates that SMS, social media,
chat and email interactions are
cheaper to handle and generally
more effective than actual phone
calls in resolving low priority
customer issues.
9 April 2012
3. Voxtron Communication Center
• Voxtron Communication Center
is the new Multi Media Customer
Interaction Solution of Voxtron
Customer • Available in Express version and
Enterprise version
9 April 2012
5. Full Suite CC
• Contact Center Solution
– Central management of all types of
communication with your customer
Contact Center
– Voice (inbound & Outbound) Solutions
– Email
– SMS Voxtron
– Fax Customer
Interaction
– Web Chat
Solutions
Unified
• Unified Communication Solution Communication
• Improvement of efficiency and Solutions
increase of collaboration within the
organization
Marrch 16 2011
6. Email Management
• Auto Response
• Auto Acknowledgement
• Skills and priority are assigned to
an email using
• the email rule wizard (perform
actions based on the subject, “to”
field, “from” field, ...)
• advanced PERL scripting
• The agent’s standard email client
(e.g. Outlook) is used to
send/receive contact center emails
9 April 2012
8. Web Chat
• Web Chat
• Web Call me, Web Callback
• Chat Recording and Monitoring
• Allows users to communicate
with agents or customers in
real time using only a web
browser
• No need for 3rd party IM
application
• Instant accessability
• Components for building it into
the company’s web site
available in both ASP.NET and
PHP
9 April 2012
9. Dialer
• Best In Class Dialing Functionality
• Automated Dialing (line to agent ratio)
• Blaster Dialing (agent-less mode)
• Preview, Timed Preview (Progressive)
• Predictive Dialing
• Advanced Pacing Controls
• Outbound Campaign Management
• Advanced List Management
• Advanced Features
• Outbound IVR
• Quota Control
• Agents in multiple outbound campaigns
• Dynamic List Management
• Agent Account Ownership
• Scheduled Callback (Agent/Service)
• Exclusion (Do Not Call) Management
• Skills routing
9 April 2012
10. Dialer (cd.)
Dialer module and its interactions with the other services
parameters
Dialing
CC Monitor interface
Contact
Agents
Center
Dia
ler
c om
m and
Outbound Campaign
dialer info
CC d
an
plug-in mm
le r co
Dia
dialer
Network PSTN IVR plug-in
IVR Monitor interface
• Contact center Monitor interface gives the dialer all the info
regarding the status of the agents and the contacts going on
• IVR Monitor interface will provide the dialer info on the lines
available in the IVR and the result of the calls made on the
IVR
• Dialer Command interface will issue commands to one or
both of the services (depending on the type of outbound)
22 September 2011
11. Feature Rich
• Advanced Interactions Routing
– Universal Queue
– Intelligent Interactions Routing based on Universal Queues
Principle
– Multiple Queues Management
• Works on the Move (remote agents)
• Integrated Voice Recording
• Out of Box Integrations
• Powerful dashboards to monitor performance in real time
• Multimedia computer telephony integration (CTI) toolbar.
• Advanced Dialer Features
9 April 2012
12. Feature Rich (cd.)
• Handle non-contact center calls from Microsoft® Lync™ 2010
within the same Unified Agent Desktop
• Proactive, timely and interactive notifications across all channels
• Agent Empowerment
• Advanced Call Back handling
• Real time and historic reporting capabilities, equips supervisors
with the key indicators to manage the contact center efficiently.
• VoiceXML and CCXML module to design call flows
• PCI compliant
9 April 2012
13. Advanced Interactions Routing
Universal Queue
• Voxtron Communication Center performs SBR based on the
Universal Queue (UQ) principle
• This means that all Interactions (incoming calls, outgoing campaign
Feature Rich
calls, faxes, emails, web chat sessions) are sent to this UQ
• When an agent becomes available, the system calculates the score
matrix as shown in following slide
• The Interaction with the highest score is transferred to the
available agent
• The complex algorithm takes into account skills but also:
– Time: a contact gets more important the longer it is in the UQ
– Agent: contacts can be assigned to an agent when
• this agent had no contacts for a long time
• this agent has the smallest load
• this agent handled a previous contact of the same customer
january2012
15. Feature Rich- Advanced Interactions Routing
Intelligent Interactions Routing
• If no immediate routing is possible
• Dynamic messages: inform the caller on what is happening
(closed, no one available, alternatives, …)
Feature Rich
• Propose self service applications (resolve caller’s queries
without transferring to an agent)
• Register call back requests or voice mails (voice2email)
• Supports touchtone keypad input and speech recognition
• Responds with pre-recorded or dynamically generated (TTS)
audio
January 2012
16. Feature Rich-Advanced Interactions Routing
Intelligent Interactions routing
• Segment callers, based on
– called or calling number (link to customer data, CRM, ERP, ...)
– menu choices and/or input (Interactive Voice Response (IVR))
Feature Rich
• Welcome the caller
– Time based
– Event based (e.g. meetings , disaster, ...)
• Take a routing decision
– Based on the call type
– Presence based routing
• Skill based
• User based
• Priority based (VIP numbers or dynamic)
• Simultaneous and manual routing (attendant option)
– Advanced overflow mechanisms
April 2011
17. Feature Rich-Advanced Interactions routing
Multiple Queues Management
• Contact providers will decide
to which queue the contact
will go
Feature Rich
• The contact is sent to a
specific queue
• Each queue is a universal
queue (with matrix metrics)
• The agent logs on for a
specific queue and receives
the routed contact, based on
his/her skills, or other
routing principles
• The agents of two different
teams can log on for the
same queue
22 September 2011
18. Feature Rich-Advanced Interactionst Routing
Multiple Queues Management
• General
– Define queue name
Feature Rich
• Agent settings
– Log off and pause settings of the agents in the queue
• Overflow
– Definition of overflow mechanisms for queues
• Routing
– Routing algorithm per queue
• Advanced Routing
– Multiple contacts routing per queue
• Times
– Wrap-up and congestion threshold times per interaction type
and per queue
22 September 2011
19. Feature Rich-Advanced Interactions routing
Multiple Queues Management
• Overflow mechanisms when
– Number of waiting contacts
in the queue exceeds x contacts
Feature Rich
– The waiting time of a con-
tact in the queue exceeds x sec.
• Overflow mechanisms to
– A specific queue
– A queue with the least contacts
except for a specific queue
– A queue with the lowest waiting
time, except for a specific queue
– A specific extension
22 September 2011
20. Feature Rich
• Advanced Interactions Routing
– Universal Queue
– Intelligent Interactions Routing based on Universal Queues
Principle
– Multiple Queues Management
• Works on the Move (remote agents)
• Integrated Voice Recording
• Out of Box Integrations
• Powerful dashboards to monitor performance in real time
• Multimedia computer telephony integration (CTI) toolbar.
• Advanced Dialer Features
9 April 2012
21. Feature Rich-Remote agent
• Agents can log on to the contact center from anywhere they want,
with or without the Voxtron Client
• They can log on with their mobile phone, a fixed number from
home,...
Feature Rich
• Monitor their presence via the activity monitor
• Run statistics afterwards, also for these agents
22 September 2011
22. Remote Agent
Process of an incoming call for a Remote Agent
1. Call arrives in the IVR and is reported
Agent to the CC via the CC plug-in.
2. CC checks which agents are free &
instructs IVR to transfer the call to
XML
2'
Feature Rich
6 the Remote Agent. CC provides
contact info to the agent.
TAPI provider
Contact
CTI service XML
Center 3. IVR sends messages to the CTI IVR
IVR provider 4 Provider, that it is transferring a call
to the remote agent.
XML
2 1
3
5
CTI CC 4. CTI will let the CC know that the call
is transferring to the agent.
plug-in plug-in
PBX IVR
5. When agent picks up the phone, IVR
will notice it and it will send a
message to the CTI IVR Provider.
PSTN
6. CTI will then report this to the CC,
which will put the agent into the next
state, namely conversation.
Call tromboning is needed
22 September 2011
23. Feature Rich
• Advanced Interactions Routing
– Universal Queue
– Intelligent Interactions Routing based on Universal Queues
Principle
– Multiple Queues Management
• Works on the Move (remote agents)
• Integrated Voice Recording
• Out of Box Integrations
• Powerful dashboards to monitor performance in real time
• Multimedia computer telephony integration (CTI) toolbar.
• Advanced Dialer Features
9 April 2012
24. Feature Rich Integrated Voice Recording
9 April 2012
25. Feature Rich
• Advanced Interactions Routing
– Universal Queue
– Intelligent Interactions Routing based on Universal Queues
Principle
– Multiple Queues Management
• Works on the Move (remote agents)
• Integrated Voice Recording
• Out of Box Integrations
• Powerful dashboards to monitor performance in real time
• Multimedia computer telephony integration (CTI) toolbar.
• Advanced Dialer Features
9 April 2012
26. Out Of Box Integrations
• Seamless Integration with
Microsoft Lync
Feature Rich
• Ready connectors for Sage CRM
and Microsoft CRM
• Powerful SDK’ for third party
application integrations
• Out of Box Integration with
Business Intelligence tool
(Qlikview)
• Ready integration with industry
leading WFO suits
• Ready connectors for Payment
gateways
9 April 2012
27. Feature Rich
• Advanced Interactions Routing
– Universal Queue
– Intelligent Interactions Routing based on Universal Queues
Principle
– Multiple Queues Management
• Works on the Move (remote agents)
• Integrated Voice Recording
• Out of Box Integrations
• Powerful dashboards to monitor performance in real time
• Multimedia computer telephony integration (CTI) toolbar.
• Advanced Dialer Features
9 April 2012
29. Feature Rich
• Advanced Interactions Routing
– Universal Queue
– Intelligent Interactions Routing based on Universal Queues
Principle
– Multiple Queues Management
• Works on the Move (remote agents)
• Integrated Voice Recording
• Out of Box Integrations
• Powerful dashboards to monitor performance in real time
• Multimedia computer telephony integration (CTI) toolbar.
• Advanced Dialer Features
9 April 2012
30. Feature Rich Multimedia Computer Telephony Integration
English
Arabic
Enquiry
Services
9 April 2012
31. Feature Rich
• Advanced Interactions Routing
– Universal Queue
– Intelligent Interactions Routing based on Universal Queues
Principle
– Multiple Queues Management
• Works on the Move (remote agents)
• Integrated Voice Recording
• Out of Box Integrations
• Powerful dashboards to monitor performance in real time
• Multimedia computer telephony integration (CTI) toolbar.
• Advanced Dialer Features
9 April 2012
32. Adavnced Dialer Features
Improved campaign management
Campaigns can be created on particular
days of the week, between specific
hours of the day
Feature Rich
Campaigns will be assigned to a specific
contact center and (a) queue(s)
The dialing modus can be chosen
per campaign and can also be
switched according to the
percentage of nuisance* calls
* A nuisance/lost call is a call canceled by the dialer after answered by the callee. Or a call canceled by the callee
before a connection to an agent could be enabled.
22 September 2011
33. Adavnced Dialer Features
Improved data management
Feature Rich
Specific datafields can be
selected so the agent
gets to see them
Export remaining data
to another campaign
or to a file
22 September 2011
34. Adavnced Dialer Features
Large range of rescheduling options
Definition of rules when a call fails
(busy, no answer,...)
Feature Rich
Routing rules
E.g. When doing the
rescheduled call, route to the best
skilled agent, or to the
last contacted agent,...
Manage proportion
rescheduled and
normal campaign calls
22 September 2011
35. Adavnced Dialer Features
Configuration of legal restrictions per campaign
-Define the min or max ring time
-Max throughput time after
Feature Rich
answered by the callee
-Max number of call attempts per
callee, within a configurable
duration
-Lost calls %, within a
configurable time frame
-Configurable time frame in which
a callee can be called back after a
lost call
-Import blacklist customers
22 September 2011
36. Adavnced Dialer Features
Improved campaign management through the creation of
phone type rules
Creation of rules and
Feature Rich
exception rules per phone
type
22 September 2011
37. Feature Rich
• Handle non-contact center calls from Microsoft® Lync™
2010 within the same Unified Agent Desktop
• Proactive, timely and interactive notifications across all channels
• Agent Empowerment
• Advanced Call Back handling
• Real time and historic reporting capabilities, equips supervisors
with the key indicators to manage the contact center efficiently.
• VoiceXML and CCXML module to design call flows
• PCI compliant
9 April 2012
38. Voxtron Client for Microsoft LyncTM
• Waiting Queue Visualization
(skills, priorities, waiting time)
• Contact information showing
Feature Rich
waiting time, relevant
customer information, skills, …
• Call segmentation (contact
codes)
• Powerful integration SDKs
(CRM, ERP, custom
applications)
• Fax2Email, Fax2Screen,
Print2fax
November 2011
39. Feature Rich Voxtron Client for LyncTM: one Integrated Client
100%
100% Voxtron Client features
LyncTM features
Presence info mapping
November 2011
40. Feature Rich
• Handle non-contact center calls from Microsoft® Lync™ 2010
within the same Unified Agent Desktop
• Proactive, timely and interactive notifications across all
channels
• Agent Empowerment
• Advanced Call Back handling
• Real time and historic reporting capabilities, equips supervisors
with the key indicators to manage the contact center efficiently.
• VoiceXML and CCXML module to design call flows
• PCI compliant
9 April 2012
41. MultiChannel Notifier
• Automated Dial out, SMS, Email
and Fax Notifications
Feature Rich
• Text to Speech Capability
• Customer Data filter based on
departments, designations, user
groups, etc
9 April 2012
42. Feature Rich
• Handle non-contact center calls from Microsoft® Lync™ 2010
within the same Unified Agent Desktop
• Proactive, timely and interactive notifications across all channels
• Agent Empowerment
• Advanced Call Back handling
• Real time and historic reporting capabilities, equips supervisors
with the key indicators to manage the contact center efficiently.
• VoiceXML and CCXML module to design call flows
• PCI compliant
9 April 2012
43. Agent Empowerment
• Waiting Queue Visualization
(skills, priorities, waiting time) in
the waiting monitor
Feature Rich
• Screen popup showing waiting
time, relevant customer
information, notes, contact
codes, …
• Click2Call, Click2 SMS,
fax2email, fax2screen, print2fax
9 April 2012
44. Feature Rich
• Handle non-contact center calls from Microsoft® Lync™ 2010
within the same Unified Agent Desktop
• Proactive, timely and interactive notifications across all channels
• Agent Empowerment
• Advanced Call Back handling
• Real time and historic reporting capabilities, equips supervisors
with the key indicators to manage the contact center efficiently.
• VoiceXML and CCXML module to design call flows
• PCI compliant
9 April 2012
45. Advanced Call Back Options
• Turn an abanded call into an
opportunity to exceed customer
expectations
Feature Rich
• If a caller hangs up while in
queue capture the caller’s ANI
and store it in an ANI callback
table
• The ANI callback table can then
be leveraged as a
means to recover the abandoned
calls in queue and
outbound dial those missed calls
9 April 2012
46. Feature Rich
• Handle non-contact center calls from Microsoft® Lync™ 2010
within the same Unified Agent Desktop
• Proactive, timely and interactive notifications across all channels
• Agent Empowerment
• Advanced Call Back handling
• Real time and historic reporting capabilities, equips
supervisors with the key indicators to manage the contact
center efficiently.
• VoiceXML and CCXML module to design call flows
• PCI compliant
9 April 2012
47. Feature Rich Real Time and Historic Reporting Capabilities
9 April 2012
48. Feature Rich
• Handle non-contact center calls from Microsoft® Lync™ 2010
within the same Unified Agent Desktop
• Proactive, timely and interactive notifications across all channels
• Agent Empowerment
• Advanced Call Back handling
• Real time and historic reporting capabilities, equips supervisors
with the key indicators to manage the contact center efficiently.
• VoiceXML and CCXML module to design call flows
• PCI compliant
9 April 2012
49. VoiceXML module
• VoiceXML is a standard way of describing voice applications
• Supports natively Automated Speech Recognition (ASR) and Text-
To-Speech (TTS)
Feature Rich
• Based on web technology and therefore very suitable for, powerful,
dynamic and distributed solutions
• Available in Enterprise Edition only
November 2011
50. Enterprise Architecture
• Modular
• Distributed
• Centralized Management
• High Availability and Reliability
• Advanced Security, System Alert
and Change Management
• Audit Trail (supports Syslog)
• VM ware supported
• Multi Tenancy
• Scalable
• Monitor
inbound, outbound, multi
channel, and agent activities
across multiple sites and
applications
9 April 2012
51. Platform Independent
• VCC is PABX Independent
• Compatible with all major PABX
manufactures including Microsoft
Lync
• compatible over analog/TDM/IP
Switches
9 April 2012
52. Easy to Use
• Web based administration
• GUI Based call flow development
• Easy to understand configuration
tools
• Centralized Management
• Template driven agent
configurations
• Waiting Queue Visualization
(skills, priorities, waiting time) in
the waiting monitor
9 April 2012
53. Easy to Use Easy To Use-Web Based Administration
22 September 2011
54. Easy to Use-Graphical User Interface (GUI)
• Intelligent Graphical
User Interface (GUI)
• Limited set of powerful
Easy to Use
building blocks
• No programming skills
required
9 April 2012
Axxium 6.0 54
55. Easy To Use-Template Driven
CREATE CREATE CREATE CONTACT
TEAMS QUEUES PROVIDERS
Easy to Use
AGENTS
• Create • Assign • Create • Define in
agents agents to a queues your
• Assign team • Assign contact
agents to a agents to a providers
template queue or (IVR,...) to
• Use a user which
template to queue the
assign contact
multiple goes
users at
once to a
queue
22 September 2011
56. Easy to Use –Template Driven (cd.)
AGENT TEAM QUEUE
• Can be assigned • Is a group of • Is a logical
Easy to Use
to a user agents group of
template • Has no skills contacts that
• Can or cannot assigned come from the
be member of a • Replaces the contact provider
team group concept and will be
• All members of routed to the
• Is merely an
the team can be agent
administrative
assigned to a concept • Agents can log
user template on for different
• Has skills queues
assigned
22 September 2011
57. Quick to Deploy
• Faster implementation
• GUI Based Administration
• Easy Customization
• Preconfigured PABX parameters
• Ready connectors for 3rd party
application integrations
• Easy Installation Procedure
• Experienced and well trained
resources
• One Server Concept
9 April 2012
58. Benefits of Our Solution
• Strengthen customer
relationships: support your
customers' multimedia
requirements, delivering effective
interactions across all channels.
• Drive operational efficiency:
maximise use of lower-cost
communication channels.
• Maintain competitive advantage:
offer your customers effective
multimedia communications to
differentiate your business over your
competitors.
• Control Costs and Increase
Productivity
• Enhance Company Image and
Increase Customer satisfaction:
9 April 2012
59. Successful Track Record
• Voxtron (1994) is, headquartered
in Belgium with sales offices in
Austria, Belgium, Germany, Italy,
Netherlands, Portugal, Turkey,
Tunisia, UAE and Thailand.
• Voxtron develops state-of-the-art
Customer Interaction
Solutions
• Over 10,000 satisfied customers
around the world
• Voxtron M.E office is in Dubai.
Active in the region for over 10
years with hundreds of satisfied
customers
9 April 2012