Post on 21-Mar-2020
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Unified Communication
Reporting / Dashboard
Intelligents / Routing
Voice Portal
The VCC supports companies with the goal of
providing first – class customer services. It is
precisely here that optimum service quality and
uniformly balanced employees are relevant to
success. The VCC ensures the achievement of
these objectives. The Multichannel software
forms the basis for a homogenous and
economical company communication without
media breaks. It distributes customer contact-
regardless of the channel (calls, email, web
chats, faces, scanned post, social media)-
according to individual parametrical routing
strategies are in many different ways.
Queue concepts (multiple queues), thus
covering all routing can be automatically
distributed to the best suitable employee,
business processes can be automated and
thus the efficiency in the workplace can be
increased. Thanks to the modular
architecture, the VCC is freely scalable and
is designed to meet the needs of every
company from five scat in distributed
locations and more than a thousand
agents.
Inbound telephony
Fax
Outbound telephony
Business Objects
Web Chat
Voxtron Communication Center (VCC)
The Software Solution for Service,
Contact and Call Center
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In which multichannel and multimedia routing, unified communication CTI and voice portals (IVR) are important and / or necessary. The VCC offers a unique and needs-based licensing model that meets the most varied requirements of the customer interaction. The Voxtron Communication Center can be used everywhere and is independent of existing telephone and IT infrastructures. A parallel operation on several different telecommunication systems is also possible. Through numerous standard interfaces, the VCC seamlessly integrates into your business processes and can provide multi-thousand tenant capability to many thousands of users. The VCC works with systems from Aastra, Alcatel, Avaya, Cisco, Innova phone, Microsoft and Siemens / Unify and many more. Together. TUV, Microsoft and SAP have certified the functionality and quality of the software. FEATURES
➢ Easy connection thanks to open interfaces individual, complex routing concept
➢ Highly customizable ➢ Virtual integration of multiple sites flexible load distribution ➢ Multi-site, multi-vendor ➢ Cluster, terminal server ➢ high Availability ➢ Supports Windows Server, SQL Server 2012/2014
Agencies
Call, Contact and Service Center,
Scalability: from 5 to n employees
Allows communication on all communication
channels
Interfaces On-Board to Integration in
- CRM, ERP, Groupware - Business-Process-Management - Business-Intelligence-Software
VCC – Fields of application,
advantages, Features
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The multiple queue is the core of the software called several consecutive Universal Voxtron Communication Center. Based on these, queues, which determine in real-time, which contacts are made with the decisions on a voluntary distribution, are made within organizational units and outgoing contacts. Multiple queues such as clients, teams, skill groups, departments, etc.
Authorization concept, define what is visualized to users. In
addition, it also controls the access and action possibilities
of users and user groups. The Activity Monitor provides an
overview of all employees and their presence status. In the
waiting field monitor, you will see all contacts that have not
yet been transferred. Both monitors can be used as desired
Were mediated. Both monitors can be used as desired (In
full-screen, minimized or docked model, etc.) and filter, sort
and group according to different criteria.
OPERATIVE MODULE
➢ Each module can be installed
several times (per client) ➢ Modules can be installed on
different servers
CORE MODULE
➢ Each module must and can be installed once (per system)
➢ Modules can be installed on different servers
BASED ON WINDOWS SERVER 2012 and SQL SERVER 2012/2014
➢ 32 and 64 bits ➢ Virtual environments ➢ cluster environments
The Modular structure of
VCC
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W
AIT
ING
CO
NTA
CTS
Call
(On)
The multiple queue is the core of the Voxtron Communication Center software. On the basis of these, decisions are made on the personal distribution of incoming and outgoing contacts. Multiple queues
Products - Highlights
MULTIPLE QUEUE One calls several concurrent universal queues, which determine in real time, which contacts are directed to whom, within organizational units such as minds, teams, skill groups, departments, etc.
Web
Chat
Fax
Fax
Call
(On)
Call
(on)
REGISTERED AGENTS
Products - Highlights
VOXTRON CLIENT FOR MICROSOFT® SKYPE
FOR BUSINESS™
With the integration of Skype for Business into the VCC, employees are seamlessly networked with colleagues as well as with customers. The software provides Provide their users with a variety of real-time communication channels in a common application environment, e.g. Audio and video conferencing, instant messaging, or phone calls.
Which significantly reduces the number of lost and canceled calls. All of this improves the
positive customer experience in the long term.
The integration allows the user to use all features of the Skype for Business application and the Voxtron client. Manage all customer contact points in one solution! First call resolution is
Products - Highlights
Products - Highlights
In addition to the classic contact channels, communication takes place increasingly away from the telephone and e-mail traffic. The Business Object routing module enables metadata routing of content, all 'channels'. Thus, for example, information from the Social Web (Facebook, Twitter), scanned (white) mail, events from CRM / ERP systems or entire business processes are prioritized and distributed to the right contact persons.
BUSINESS OBJECT ROUTING
The SIP softphone integrated in the Voxtron Communication Center contains all the usual functions of a hardware telephone and is supplemented by other useful functions. Since it does not need TAPI licenses and no hardware, it is in the connection much cheaper than conventional phones.
SIP - SOFTPHONE
Metadata
queue
Client
Integration
Products - Highlights
Products - Highlights
The Voxtron Communication Center supports various types of reporting. Depending on the strategic focus of your business - customer, service, or contact centers - it is important to measure utilization, efficiency, performance or quality. Indi In turn, are crucial for your personnel deployment planning.
REAL ESTATE MONITORING AND REPORTING
You can of course define the period and the interval individually. It is also possible to analyze individual call detail records (CDR). You can access various standard reports or create individual evaluations. The Voxtron Contact Explorer Provides the customer service history in a simple and time-saving manner. Using a freely definable filter mechanism, you are able to select contacts and view their details and contents.
Product Highlights
Products - Highlights
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