Voxtron Communication Center Commercial Enduser En April 2012

Voxtron Communication Center
The Customer Interaction Solution

Commercial Product Presentation - April 2012

Content
If you want to go to a specific section, click the corresponding button.

Introduction

1. The Voxtron Client 7. Dashboard

2. Interactions 8. Reporting

3. Installation, administration
9. Recording
and configuration

4. Contact Center 10. Outbound Dialer

5. Routing 11. Integrations

6. IVR 12. Licensing

Summary

April 2012 Voxtron Communication Center 2

Imagine...

One platform for customer interaction that
maximizes your agents’ efficiency, in
collaboration with your existing telephony
infrastructure


Convinced? Let’s introduce Voxtron...

• Voxtron has 20 years of experience in customer interaction sofware
• Headquartered in Belgium
• Sales offices in
Benelux, Germany, Austria, Italy, Turkey, Portugal, Tunisia, Thailan
d, UAE/Dubai, Australia
• Some references


Voxtron offers a solution for ...

• Your organisation as a facilitary contact center where we optimise
your customer contact that you organise on behalf of your
customers
or
• Your in-house contact center where we support your business unit
that takes cares of customer contacts
or
• Your organisation as an interaction center where we help anyone
in your organisation to fulfill a personal, quick and correct
interaction with your customers


Our goals...

• Superior customer experience and satisfaction
– Inform the customer before and while waiting
– Connect the customer quickly to the most suitable agent

• Increase your agents‟ efficiency and collaboration
– Automate where possible without causing irritation with your
customers
– Visualise customer information, available collegues
– Integrate business application and existing databases

• Measure and manage your contact center
– Monitor service levels and agent performance
– Manage routing


What you need to know about our distinguished way of working...

• Easy deployment and short installation times
– Install a basic* platform in 10 days
– Install an extended** platform in 15 days
– Install an advanced*** platform in 8 months
• Limited training time
– Agent trainings can be done in 2 hours
– Team leader trainings can be done in 4 hours
– Administrator trainings can be done in 1 day
• Pay according to your needs
– Express/Enterprise editions
– Pricing according to heavy traffic per seat or less traffic per seat
– Degressive pricing

*Core modules, IVR, CC, 20 agents
**Core modules, Operational modules, basic integration with current CRM system, 100 agents
***Core modules, Operational modules, integration with current CRM system, proper Client, custom
reports, 800 agents


Sabah Crim, supervisor customer service DPD testifies...

• DPD?
– European package deliverer
– Active in 38 countries
– 200.000 customers
• Sabah Crim, supervisor customer
service testifies:

“Customers want to have immediately the right agent on the phone. We have
customers who have a fix internal agent @ DPD. If this agent is not available, a good
solution needs to be found in benefit of the customer. The customer needs also an
agent who speaks his language of course.”
“Voxtron was recommended by Belgacom to us, the largest Belgian telephone
company. Voxtron handles the routing of contacts to different departments: sales,
customer service, deliveries. Voxtron has enormeous possibilities with its dynamic
mulitmedia routing and overflow possibilities.”
“Visualisation was also important for us. We can see now easily if we reach our SLAs
and monitor the performance of our agents with Voxtron’s historic and real time
reporting possibilities.”
“With Voxtron, we improved also the efficiency of our agents by immediately
displaying customer information from our CRM system in their Voxtron Client.
On top of this, they can see which colleagues are available , which improves internal
collaboration.”


Ingo Muller, project leader @ R&V testifies...

• R&V?
– Leading German insurance
company
– 7.000.000 customers
• Ingo Muller testifies...

“I clearly remember the planning and implementation of the previous infrastructure. It
lasted two years. Now, with Voxtron and a competent system integrator, we did this in
only eight months time: the implementation of a new company wide contact center
platform based on the Voxtron Communication Center with 800 agents. R&V
insurance deals with 30.000 to 35.000 calls per day in their companies in
Wiesbaden, Karlsruhe, Münster and Hamburg. The Voxtron Communication Center
takes care of cross-location call distribution with more than 150 service numbers.”
“In the short project time, the central contact- and telephony application of the R&V
service senters, the on Lotus Notes based CRM application and the HSPC/IPC -
application have all been integrated into the Voxtron Communication Center.”
“Teamleaders and administrators run the complete contact center system by
themselves, from creating and managing users, configuring opening hours and
announcements,... Realtime monitoring of our agents means that the data is
updated within the second. Also historical reporting answers to the wishes of the
individual internal customers. Existing Crystal reports and reports via Microsoft SQL
Server could be reused and integrated with the Voxtron Communication Center
reporting”


Voxtron’s Customer Interaction Platform

Voxtron Client
(IP)PBX CRM

Voxtron Communication Center11


One integrated interface for
efficient, multimedia customer interaction

THE VOXTRON CLIENT


One client for the agent and the back-office worker

• Easy integration with your current business applications
(SAP, Microsoft Dynamics, ERP, ...)
• All types of interactions can be handled
– Emails
– Faxes
– Documents
– Facebook posts, Tweets,...
– Chats
– Calls
• Several viewing options
– Dockable
– Full Screen
– Run in background
– Mini with(out) tabs


Login

Log on per queue
and per contact
type (as
configurable)

Log on as a remote
agent with e.g. your
mobile number


Receiving a contact

Contact
codes, configurable
Accept, requeue, delet per queue
e contact *

Contact information
and skills

* Dependent on the contact type

Efficient collaboration thanks to the Activity monitor

• Your agents can see all agents and (back-)office workers, together
with their presence statuses, which improves internal collaboration
• Click-2-call, click-2-chat with other agents
• The administrator decides which agents an agent can see (per
queue,...)
• Team leader can log on an agent to a specific queue from the
activity monitor (he/she can also log off and put the agent in
pause)


Real-time monitoring of contacts in the Waiting monitor

– Your agents can see all contacts that are waiting in the queue
• Configurable selection of contacts can be seen (per queue)
– Team leaders can transfer a contact to another queue, agent,
handle the contact themselves or give a different priority from
the waiting monitor
– Double-click on contacts to see more information (skills,
priorities, threshold,...)


Save time with auto updates

• Voxtron Client software is updated automatically
– Agent gets notification of availability of new version
– Agent can postpone update
– For installations with limited number of Voxtron Clients only
(otherwise use Group Policy Objects (GPO))


Intuitive interface

Transfer, conference, retrieve, swap, consult

Screen pop-ups
Quick dial

Indicate pause reason
Show web pages in the Voxtron Client
(e.g. Google,...)


Efficiency boosters

• Free seating
• Auto logon when starting
Windows
• Automatically go in pause, when
there is no agent activity
• Configure function keys
• Configure logging


Remote agents

• 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 phones, a fixed number from
home,...(see screenshots below)
• Their presence can be monitored via the activity monitor
• Statistics are available for these remote agents


INTERACTIONS


Web chat: introduce new media into your customer interactions

• Voxtron Communication Center allows (potential) customers on
your public website to communicate real-time with your agents
– Customisable web interface
– Search function included in the Voxtron Client to look up
received/sent conversations (internal + external)

• Typically used for presales and support environments
– Allows simultaneous lookup and consult calls
– Allows agent multitasking


Web chat – example customer interface


Web chat – agent interface


Digitize and route your faxes

• With Voxtron Communication Center you can
– Receive direct (personal) and routed faxes
– Send private faxes and „contact center‟ faxes
– Add one of the many (customisable) cover sheets
– Look up received/sent faxes in the Fax Center
• Delivery of faxes to your agent can happen in two ways:
– Within the Voxtron Client (immediate view)
– As an attachment to an e-mail message
• An agent can send faxes from any Windows application
• Voxtron Communication Center sends status delivery reports to
your agent


Advantages compared to a traditional fax machine

• Confidentiality
• Faxes do not get lost
• Archive possibilities
• No need of paper and ink
– Also no waste on spam faxes
• Monitor your agents‟ performance
– Response time
– Handling time
– ...


Send fax


Receive fax


Fax cover sheet

• System administrator can define one or more fax cover sheets,
using an editing toolbox
• Cover sheet consists of following parts:
– Images (e.g. company logo)
– Text fields
– Parameter fields
• Automatic parameters (e.g. date, time, number of pages, ...)
• Custom parameters
– E.g. short description, sender name
– The fax printer wizard will ask a value for each of these
custom parameters


Fax cover sheet


Monitor and route your emails

• A priority and skills can be assigned to an email using
– the e-mail rule wizard (perform actions based on the subject,
“to” field, “from” field, ...)
– advanced PERL scripting
• Email is routed to the most appropriate agent
• The agent‟s standard e-mail client (e.g. Outlook) is used to
send/receive contact center emails
• Auto detect when agent has replied an email (wrap-up starts)
• Personal e-mail address masking
• Email contains a unique ID


Advantages

• No more unanswered mails when your agents are ill or on holiday
• Be certain that your mails are treated
• Monitor your agents‟ performance
– Handling time
– Response time
– ...
• Agents can multitask when for example the number of calls in your
call center decreases


Monitor and route your business objects (social
media, documents, SMS,...)

• Agents can log on for business objects (if this is configured)
• Agents can accept, requeue and delete a business object
• Historic reporting and dashboard is available for business objects
• The administrator can define specific thresholds for objects, specific
object wrap-up time


Advantages

• Answer to a new generation (potential) customers by treating
Tweets and Facebook posts in your contact center, in one interface
• See below an example of a Facebook integration


Advantages ctd

• Documents of any type (customer appointments, printed mails,...)
can also be treated
• Monitor your agents‟ performance on these new media types
– Handling time
– Response time
• Let your agents multitask


Let your agents handle outbound campaign calls in the most
efficient way

• Your agent can manually reschedule a call (fill in other customer
phone number, route the rescheduling call to the same agent)
• Automatic rescheduling by the dialer is also possible (configurable
per call result)
• Your agent can indicate a call result (invalid number, fax,...)
• Your agent can manually blacklist a telephone number
• Your agent can log on for outbound calls or not (if this is
configured)
• Permissions to create, modify, delete campaigns and export data
can be set per agent


Agent receives a preview outbound campaign call

Agent can indicate
the result of the
call, can blacklist
the number and can
reschedule the call

Contact is presented
to the agent. Agent
can accept or reject.

Campaign contact
history information


Outbound campaign calls in all sorts and flavours

• Voxtron Communication Center supports all types of
outbound algorithms*

* Preview outbound available, progressive, power, predictive Q4 2012

Outbound campaign calls in all sorts and flavours

• Voxtron Communication Center supports all types of
outbound algorithms*


Manage your direct and routed communication separately

• Direct (personal/private) communication:
– Refers to contacts (calls, emails, faxes,…) that the initiator sends
to a specific person within the organization by
• dialing a DDI (direct dial-in) for making a call or sending a fax
• sending a message to a personal e-mail account
• Routed communication:
– Refers to contacts (calls, emails, faxes, web chats,…) that the
initiator sends to an organisation, not knowing (and caring) who
treats the request by
• dialing a general number for making a call or sending a fax
• sending a message to a general e-mail account
• entering a web chat session via the corporate web site


The Voxtron SIP Phone: how does it work?

• Voxtron SIP Phone is a soft phone that can be integrated into the
Voxtron Client and can be visible or can be hidden by the agent


The Voxtron SIP Phone: easy-to-use and cost saving

• Intuitive design
– Call history (missed calls, received calls,...)
– Voice Mail – MWI (Message Waiting Indicator)
– Telephone book (integration with Outlook)
– Speed dialing
– Transfer calls
• Advantages
– Cost saving in telephony hardware
• The Voxtron SIP Phone replaces any hardware IP Phone
• The agent only needs his/her PC to log on
• The contact center agent can log on from everywhere he/she
wants
– Time and cost saving in TAPI licenses
• TAPI functionalities are included in the Voxtron SIP Phone, so no
TAPI licenses are needed anymore
• The sometimes difficult implementation of TAPI drivers on the PBX
will be avoided


The Voxtron SIP Phone licensing

• CTI IPTel Provider license is needed
• Voxtron SIP Phone connections to the CTI IPTel Provider are
licensed in a degressive way


One central point and web based

INSTALLATION, ADMINISTRATION AND
CONFIGURATION


Installation Center

• Installation via the Internet or from a DVD
• Easy-to-use overview of installed modules, instances and the servers
on which they are installed


Centralised configuration and administration in the Web Center

Integrate your
own business
applications

Configuration
Installed of selected
modules module


4 types of users in the Web Center

User Instances Administration Configuration
Super All  
Administrator
System Assigned instances  
Administrator
Administrator CC instance which  
they are part of

Team Leader CC instance which * 
they are part of

* Administration rights for the agents of his/her team or
for all agents of the contact center he/she belongs to


Administer and configure easily your own contact center

CONTACT CENTER


Users

• The administrator adds a user into the contact center by running
through different parameter sets:
– Personal settings (name, e-mail address, template, team,...)
– Permissions (with respect to monitors, fax center, e-mail
handling, reporting, ...)
– Skills (select and assign a knowledge percentage)
– Interactions per queue (free seating, types of interactions, ...)
– Filter display info in activity and waiting monitor
– Fax (enable/disable, sender/receiver number, archive (yes/no),
...)
• Templates can be used to speed up this configuration


Team leaders

• Can assign contacts in the waiting queue to a specific agent/queue
• Can log on/log off/pause agents in the activity monitor
• Receive warning messages if contacts wait too long in the queue
• Extensive permission settings per team leader in the Web Center
(create skills, agents,...)


Teams

• A user can belong to no, one or more teams
• A team is a logical group of users
• No skills are assigned to a team


Skills

• No limit is set on the number of skills
• Administrator can define the relative importance of a skill
(compared to other skills)
• Skills can be set as „mandatory‟:
– A contact can only be routed to an agent having that skill
– Mandatoriness can expire after a certain configurable time


Contact codes

• Purpose of the contact codes is the qualification of the customer
contact
– Did the customer call for product x , service x,…?
• Agent selects the contact code when the customer contact has
finished
• You can gain an insight into the type of questions treated by the
agents, thanks to the contact code reports
• Contact codes can be set generally and/or per queue

Contact Codes


Pause reasons

• The administrator can define an unlimited number of pause reasons
• Example pause reasons: lunch, meeting, toilet break
• Default pause reason = the pause reason selected in case of:
– User inactivity since x seconds
– User fails to take a contact although marked as available
• You can consult historical and/or real-time statistics on the number
of agents out of office,...


General settings

• Agent specific settings such as
– Can the last agent log off or pause (y/n)
– Can the agent pause his/her wrap-up time (y/n)
• Routing strategy (define the mixture between skill based
routing, time based routing and agent based routing by using slider
bars)
• Advanced routing strategy (enable multiple simultaneous contacts
per agent)
• Mandatory skills (time after which the mandatoriness is obsolete)


Route your customer to the best suitable agent, in a minimum of time

ROUTING


Multiple (Universal) Queueing: how does it work?

Sales

Queue
Sales

Queue
Support

Support
Free Agents
Agent Agent Agent Agent

Call Score Score Score Score
Contacts
Queued

High
Call Score Score Score
Score
Web
Score Score Score Score
chat

Doc Score Score Score Score


Multiple (Universal) Queueing : how does it work?

• All contacts (incoming and outgoing
calls, faxes, emails, objects, web chat sessions) are sent to a
queue
• When an agent becomes available, the system calculates the score
as shown in the previous slide (based on e.g. skills)
• The contact 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
queue
– 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


Advantages

• You have a lot of different parameters available to ensure that the
customer is routed to the best suitable agent
– Time the customer is waiting (also historical waiting times)
– Language of the customer
– Customer number
– The agent the customer last spoke to
– Priority to e.g. VIP customers
• You can easily manage peak moments by using the configurable
overflow mechanisms per queue
• You can monitor your agents‟ performance per queue (realtime and
historical)
• You can let your agents log on for different queues and interactions
(configurable by the administrator)
• You can define queue specific contact codes
• Team leader can transfer a contact to another queue via the
waiting monitor


Intuitive GUI, built to increase customer satisfaction

INTERACTIVE VOICE RESPONSE


Interactive Voice Response (IVR): start from your customer’s
logic and build your IVR flow

• You can:
– solve the questions of your customers more quickly without
transferring them to an agent
– register a call back request from customers who don‟t want to
wait for a free agent
– link the call with existing customer data (e.g. customer
numbers), in order to define a routing strategy or give more
contact details to your agents to increase customer experience
– store and retrieve voice messages (voice mail)
– respond with pre-recorded or dynamically generated (TTS) audio
– Deliver 24/7 services to your customers


IVR

• Intelligent Graphical User
Interface (GUI)
• Full set of powerful building
blocks
• No programming skills
required


VoiceXML as an alternative to IVR

• Voxtron Communication Center offers a VoiceXML engine that
interprets VoiceXML and CCXML
– This engine is accessible and configurable via the Web Center

– Advantage of using VoiceXML is that you can activate several call
flows at the same time


Real-time monitoring of your KPI‟s

DASHBOARD


Customise your own dashboard

• The dashboard provides you with real-time statistics on your
contact center (e.g. number of agents logged on for queue x,
quality of service,…)
• Highly customisable
– a high number of available parameters
– Customised RSS feeds
• Design by using widgets
– Charts
– Gauges
• Drag & drop


Dashboard example


Historic views on the performance of your contact center and insight
into your customer communication channels

REPORTING


Historical reporting gives you...

• Insight in your customers‟ experience (how long they had to wait
for a suitable agent,...)
• Insight via which channels your customers interact with your
company (email, chat,...)
• The possibility to integrate your current reports from other sources
into the Voxtron Communication Center reports
– One global view!


Available standard reports

• Skill reports • All reports can be exported
• Agent reports to
• Contact code reports – .csv file
• General reports – .html file
• Login reports – .xls(x) file
• Queue reports • Report access is configurable
• Team reports on a user level
• Campaign reports • Scheduled reporting:
• Custom reports – Send to an e-mail address
– Save to a folder
• Time interval for each of – Configure file name and
these reports can be changed file format
• Printer friendly button – Schedule monthly, daily,
quarterly, every minute
(on specific days,...)


Easy reporting configuration via the Web Center


Example of a historical report


Record your contact center calls

RECORDING


Recording

• You can record your calls to
– Monitor and coach your agents
– Enhance customer experience
– Have legal proof of the call
– …
• You can search for recordings via the Web Center, based on
– Call properties
– Call period
– Call duration
– Call type
– (and all combinations of the above criteria)
• You can (de)compress recording files to 25% of the original file size
with the VoxRecording Transcoder


Manage real-time, customise and measure your outbound campaigns

OUTBOUND DIALER


Create fully customised campaigns

• When creating a campaign, you can
– Take into account several country specific legal
restrictions
• e.g. % nuisance calls, max. throughput time after the
call is anwered by the callee,..., and this is
customisable per campaign
– Schedule in a specific range of hours, on particular
days, and also in different time zones
– Define an outgoing number, visible for the end customer
– Define automatic reschedule rules when a call fails (on
busy or no answer) (e.g. Reschedule a busy call max. 10
times every hour)
– Enable manual blacklisting by the agent
– Add skills (if you want for example that the calls go to
native English speaking agents only)



• You can switch real-time between the different outbound modi
(preview, predictive,...)
• Blacklists can be used in three different forms
– Static blacklists (lists from within your company,...)
– Dynamic blacklists (lists that are available on the internet, by
e.g. the government)
– Agent blacklists (lists of numbers that are blacklisted by the
agent)



• You can import your campaign data real-time
– From an .csv or .txt file on a specific location
– Custom data can be imported additionally to show to the agent
– Import multiple (4) phone numbers (=1 record), phone types
and skills
• Authorised users can also export campaign data
– To an existing or a new campaign
– To a specific file
– Several filters are possible (filter on record status and on call
attempts)


Intelligent prioritising mechanism for campaigns

• Prioritisation between campaigns is done through weights
given to the campaign priorities (by the administrator)
• Given this weight, the % attempts that are needed for a
campaign can be calculated and compared with the call
attempts that are already done for these campaigns
Campaign Priority Weight % % valid Difference Order
attempts attempts
needed done

A 2 30 23%* 10% 13% 1

B 1 60 46% 41% 5% 2

C 2 30 23% 44% -21% 4

D 3 10 8% 5% 3% 3

Total 130 100% 100% 0%

* 30/130


Measure and monitor your campaigns

• Measure your agents‟ performance real-time by the number of
preview outbound calls, handling time,...
• Measure your agents‟ performance based on historical reports
• Monitor your campaign performances real-time by having an
overview on
– Number of records (a record can contain 4 telephone numbers)
that reached a customer
– Number of ongoing records
– Number of automatic/manual rescheduled records
– Number of attempts blacklisted
– ...
• Monitor your campaign performances based on historical reports


Integrate your current business applications. We will meet this
challenge. Guaranteed.

INTEGRATIONS


Integrations from any possible business environment

• CRM, ERP,... packages can be integrated into the Voxtron Client
– SAP, Microsoft Dynamics, Siebel,...
• Customise your own toolbar in the Voxtron Client
• Display customised HTML pages in the Voxtron Client
• Customise your reports/dashboards by integrating the Voxtron
Communication Center reports/dashboards with reports/dashboards
from your current environment
• Customise your campaigns by adding, modifying and deleting
automatically campaigns or campaign data
• Use activity and waiting monitor information into your applications
• Automate your Web Center administration
• Create a web chat application on your website
• Use information from the Voxtron Client into your own applications
• Create your own client
• IVR plug-ins


Unify your communication channels with the Voxtron Client for
Micrsosoft® Lync™
The Voxtron Client for Microsoft® Lync™ : One Integrated Client

100% 100%
Voxtron Client features Lync™ Client
features

Presence synchronisation


Advantages
2

1. Connect your contact
center agents with
back-office Lync™
3 agents
2. One Integrated Client
1
with contact center ànd
Lync™ functionalities
3. Empower your existing
Lync™ infrastructure to
4-5
a contact center with
Voxtron‟s customer
interaction software
4. Your agents can work with Lync in the same way as before
5. Unify your communication channels by using Lync pop ups to
call, email, IM, conference,... combined with Voxtron‟s contact center
functionalities (contact details, contact codes, reports,...)


Scenario 1: Replace the traditional PBX with the Lync™ Server

• User types
– Lync™ only users
– Voxtron Client for Lync™ agents
• Typical use
– You have a contact center that was working on a traditional PBX
and you want to replace this with a Lync™ server
– Your back-office will work also with Lync™, but without contact
center functionalities

Contact Center
& CTI

Contact Center
& CTI


Scenario 2: Add the Lync™ Server into a traditional PBX
environment

• User types
– Voxtron Client only agents
– Lync™ only users
– Voxtron Client for Lync™ agents
• Typical use
– You want to test the Lync™ server by introducing it for a small
amount of agents and you want to keep the traditional PBX on
top of the Lync™ server

Contact Center Contact Center
& CTI & CTI

Gateway


Overview of possible inter-agent interactions in the two scenarios
VOXTRON CLIENT FOR LYNC INTERACTION TABLE
SEE Voxtron only agents Lync only users Voxtron Client for Lync agents
Definitions
Voxtron only agents  
Lync only users  
Voxtron Client for Lync agents   
• A Voxtron Client only agent
CALL is an agent who only uses
Voxtron only agents   the Voxtron Client in a
Lync only users   mixed environment
TRANSFER (Lync™-traditional PBX)
Lync only users  
• A Lync™ only user is an
CONFERENCE agent who only uses the
Voxtron only agents   Lync™ Client in a Lync™
Lync only users   environment
MAIL
Voxtron only agents • A Voxtron Client for Lync™
 
Lync only users
agent is an agent who uses
Voxtron Client for Lync agents  
CHAT the Voxtron Client for
Voxtron only agents   Lync™, which combines the
Lync only users   Lync™ Client with the
Voxtron Client for Lync agents    Voxtron Client in a Lync™
FAX
environment
Lync only users
Voxtron Client for Lync agents  

Scenario 1

Scenario 2


Synchronisation of Lync™ states with Voxtron Client states

• Map your agent‟s Lync™ presence state with his/her state in the
Voxtron Client

1. Agent state in Lync™ is for example „Busy‟

2. Result after configuration:

The agent state in the Voxtron Client will
be automatically adjusted to pause >
busy

Your agents will have a synchronised
state everywhere !


Synchronisation of Voxtron Client states to Lync™ states

• You can map also Voxtron Client states to a default Lync™ presence
state (if for example this state does not exist in Lync™)

The out of office pause reason in the
Voxtron Client will result after
configuration into a default Lync™
presence state of „Away‟.

Your agent‟s state will be synchronised
everywhere !


Synchronising your Lync™ state while handling contact center
contacts

• When handling contact center contacts (mail, fax, chat,...), your
Lync™ state can also be adjusted to a specific Lync™ presence
state
– For example, if your agent is handling a contact center mail, you
configure the agent‟s Lync™ presence state to go automatically
to busy
– For example, if you are in the wrap-up state after having
handled a mail, you configure the agent‟s Lync™ presence state
to go automatically to busy


Good to know...

• For seamless integration, use a certified Lync™ phone to
connect to the PC (only via USB!)
– For a complete list, go to
http://technet.microsoft.com/en-us/lync/gg278164
• Voxtron is
– Certified by Microsoft as Gold ISV
– Cerified by Microsoft for the Silver Communication
competence (Lync)


Voxtron Communication Center in different flavours

LICENSING


Overview on all price components – clear and straightforward

Voxtron Communication Center
Express/Enterprise

Routing
Voxtron
Voxtron Client license
IVR/VoiceXML
options

# Simultaneous Pay-per-seat
# Lines
agents (no named) Pay-per-use
Degressive pricing
Degressive pricing Degressive pricing

Hardware and tools
Windows Server 2008, SQL Server 2008

Services and training


Express edition, tailored for SMEs
Enterprise edition, tailored for large enterprises

Express Enterprise

– SMEs – Large enterprises
– Core modules are for free – Core modules are licensed
– Each operational module is – Contact Center module and
for free Dashboard module are licensed
– Operational modules can – No commercial limitations on
be installed only number of instances and
ONCE, except for the IVR number of users / ports
module
– Limitations in the number
of users (250) and IVR
ports (120)


Routing license option 1: Interaction Log-in Units (ILU)

• Interaction Log-in Unit (ILU) or pay-per-seat
– For companies or BUs with heavy traffic per seat
– Degressive per extra Interaction Log-in Unit (2nd, 3rd, ...
interaction for same agent is lower in price) per agent,
promoting multimedia users
– Independent of which type of interaction you want
– Degressive pricing on the total number of ILUs you buy. The
more ILUs in total you buy, the less you pay per ILU
– Supports peak licenses


Web chat
session . inbound
Interaction Log-in Units . web chat
= 12 ILU

User 1
Workspace A

Inbound call . inbound
= 8 ILU

User 2
Workspace B

Fax . inbound
. outbound
. fax
. email
User 3 . web chat
Workspace C = 15 ILU


Routing license option 2: Routed Multimedia Contacts (RMC)

• Routed Multimedia Contacts (RMC) or pay-per-use
– For companies or BUs with low traffic per seat
– Pay per routed multimedia contact (no direct contacts!)
– Initial investment for basic infrastructure
– Degressive pricing on the total Routed Multimedia Contacts you
buy (inbound and outbound calls, faxes, emails, web chat
sessions, objects)


Web chat
. inbound
Routed Multimedia session
. web chat
Contacts
User 1
Workspace A

Inbound call . inbound

User 2
Workspace B

Fax . inbound
. outbound
. fax
. email
User 3 . web chat
Workspace C


Flexible licensing Limited training
Integration with
enables targeting time for Voxtron
Microsoft® Lync™
different markets users

Advanced, Central
Limited time to
modular administration
deployment
architecture and configuration

Extensive Multimedia
Integration Interactions
possibilities Scalable (call, social
(SAP, Dynamics,.. media, email, fax
.) , chat, doc)


Voxtron Communication Center Commercial Enduser En April 2012

Voxtron Communication Center Commercial Enduser En April 2012

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