Veriva3i Cc Solution


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Voice Logging and More for Contact Centres

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Veriva3i Cc Solution

  1. 1. Call Centre Solutions<br />
  2. 2. Call Centre Solution Options 1<br />
  3. 3. Call Centre Solution Options 2<br />
  4. 4. Veriva Managed Services PlatformExtending Recording to SaaS<br />Tenant independent & transparent;<br />Cross-selling of services between multi-tenants; <br />Multi function agent interaction desktop for monitoring and compliance;<br />Allow service providers to setup tenant templates;<br />Create access rights to allocate recording lines by tenant account;<br />Users accesses to recorded call files via a browser–based application;<br />Suited for multi-location call centres.<br />
  5. 5. Benchmarking Techniques in Call Centers<br />Displays valuable information like First Contact Resolution;<br />Extensive range of qualitative and quantifiable data;<br />Uses a weighted metric system to evaluate;<br />Assists managers to monitor agents closely and consistently;<br />Measures agent utilization with call center's aggregate for benchmarking;<br />Provides actual performance of agents to determine performance gaps.<br />
  6. 6. Automated Call Threshold Monitoring System for Call Centre<br />Provides managers with real time agent utilization for quick action;<br />Automated tracking alert system;<br />Provides number of calls handled in an hour or day by each agent;<br />Accommodates working and non-working hours;<br />Segregate agents that are poor or excellent in handling calls<br />Specifies the minimum threshold value and maximum threshold value in percentage form.<br />
  7. 7. Live Screen & Voice Recording Suited for Call Centre<br />Multimedia recording application provides both auto and manual recording functionalities<br />Default global recording with channel independent functionalities for manager flexibility<br />Provide supervisors with complete logging purposes for training, verification or compliance<br />Record screen activities of the agent silently via a secured VPN<br />Captures the entire Windows virtual desktop, rather than just a primary monitor<br />
  8. 8. Live Monitoring, Coaching & Support for Contact Centre Agents<br />Assists supervisors to improve call handling and customer service through live support, monitoring and coaching;<br />Monitor calls and view screens at real-time for specified agents;<br />Enables actual live training and coaching ;<br />Suitable for agent development and improvement;<br />Automated recording function is performed for post referencing;<br />Allow the user to export the call to .wav for reference.<br />
  9. 9. Greater Call Volume with Predictive Dialers<br />Auto-dialing and pre-screening of customers before agent interaction;<br />Provides live agent and client interaction in outbound calls;<br />Computer based mass dialing system & audio broadcasting;<br />Increase productivity with greater volume calls;<br />Autodial from a list of database numbers for customer surveys to telemarketing;<br />Provided with options to choose such as Leave a message, Do Not Call and pass on to agents for processing.<br />
  10. 10. Dashboard Metrics with Call Centre KPIs<br />Solution that provides 360 degree view of call centre performance as Dashboard Analytics or Metrics;<br />Built using Crystal Xcelsiustechnology with visually rich and intuitive format data display; <br />Displays the amount of calls handled with supervisor’s intervention versus FCR; <br />Provides performance reports in both graphical diagrams for simplicity and detail listings for reporting;<br />Dashboard creator provides users with an ease to customized the display of data and generated charts for business intelligence.<br />
  11. 11. Supporting Clients with Remote Desktop Functionalities<br />Improves First Call Resolution Rates in support centres;<br />Accesses between parties are logged for audit trail purposes and secured with AES or 3DES encryption;<br />Invaluable tool that can take control of the agent’s screen to guide the agent during a call;<br />Designed to simplify and automate administration, network access, and security in enterprise environments;<br />Centralized Terminal Services for remote desktop connections to Windows terminal services and Citrix sessions for accessing customer PC.<br />
  12. 12. Intelligent Speech Phonetics for Call Centre<br />Intelligent engine phonetics in audio recordings; <br />Scrutinizing calls efficiently without relying heavily on human initiation;<br />Produces a better match for specific query terms, effectively casting a wider net than LVCSR systems and increasing accuracy;<br />Automated real-time call quality monitoring of 100% of recorded calls;<br />Advance phonetics engine providing up to 80,000 times faster than real-time;<br />Accepts non-dictionary words in search queries for added accuracy in brand names.<br />
  13. 13. Essential Call Centre KPI Scoring With Script Creator<br />Provides managers with a score-kit to measure and track performance based on recording audio or live audio;<br />Weighted scoring system designed for compliance monitoring;<br />Suited for outbound telemarketing agents that follows a fix script;<br />KPI metric system for agent and service levels benchmarking;<br />Roll-up enterprise reporting can be develop in scoring kits for performance constantly.<br />
  14. 14. Multi-system Remote Alarm Monitoring for Hosted Call Centre<br />Merges multiple locations’ alarms into a single display for inter-office performance measurements;<br />Live reports on the current status of each call centre within its network;<br />Display based on segregating offices based on summary of activity system;<br />Single summary display on offices based on average duration per call across agents;<br />Top & bottom approach in meeting threshold values allows managers to quickly identify current performance of each office.<br />
  15. 15. Instant Retrieval & On Demand Recording for Agents & Supervisors<br />VErecord and Veplay enable any authorized personnel to access recording functionalities using “Server license”;<br />Capabilities to record with a pre-set PIN authentication or replay recorded IVR; <br />VErecord in desktop application – one button access to begin recording and stop in manual or automatically;<br />VEplay –replay calls on date and time from the user through a dynamic search engine;<br />In-built interactive menu for accessing specific calls;<br />Flexible user management restrictions based on tier architecture.<br />