Contact Center within your reach: Improving your communication with Voxtron's software suite Ralf...

Contact Center within your reach: Improving your communication with

Voxtron's software suite

Ralf Mühlenhöver – Voxtron/Ahlen-GermanyGeorge Suciu - Beia International Consult/Bucuresti-RomaniaMarius Matei - Beia International Consult/Bucuresti-Romania

Agenda

Part 1. Beia Intl. Consult– Company– References

Part 2. Voxtron– Company– References

Part 3. agenTel – Contact Center within your reach– Architecture– Axxium– agenTel– Case studies

Part 4. Why is Beia + Voxtron your best choice?

Part 1. Beia Intl. Consult

Get acquainted with the company

Beia Intl. Consult

Topics:– Company– Organization today

Beia Intl. Consult

Our Mission is to support our client’s businesses through providing them with the best communication solution at unbeatable prices

After seventeen years in this field of business we have succeeded in gaining our client’s confidence and appreciation

Satisfying of the most complex customer's and user's demands of the telecommunication services is our goal

Beia Intl. Consult

Services : :

• Consultancy Services for Consultancy Services for Carrier grade InfrastructureCarrier grade Infrastructure

• Communication Solutions : Communication Solutions : PABX, voice mail, IVR, softphone, call centre applications, VoIP services)-technical testing, testing market related features, implementation

• Managed Services & System Integration : Managed Services & System Integration : IP-Wireless-SCADA (Supervisory Control and Data Acquisition), GPRS/CDMA on-line communications with TCP/IP embedded, billing software, GPS applications, μ-controller programming, software development

• R & D for complete IT Projects : R & D for complete IT Projects : Public Safety, Radio Networks, RFID, Satellite

Beia Intl. Consult

Company Name Beia Consult International SRL

General Manager Ing. Suciu George

•Business Field •Trading and distribution of telecommunications equipment•Consulting, installing, technical support provider

Man PowerTotal: 38 employees ; 3 management personnel

Headquarter 12 Poiana Narciselor st. sect.1 Bucharest

Tel / Fax Tel +4-021-3120334 Fax +4-021-3121075

Home Page www.beia.ro

Certification ISO 9002/2000

Establishment year 1991

Some references …

1. STATE AND PUBLIC ADMINISTRATION INSTITUTIONS Romanian Government, Romanian Chamber of Commerce and Industry, Ministry of Industry and

Commerce, Ministry of Justice, Ministry of National Defense , Ministry of Transports, Ministry of Tourism, Ministry of Internal Affairs, General Direction of Customs, Embassy of China, Embassy of Spain, Embassy of Portugal, Embassy of Algeria.

2.TELECOMMUNICATION AND TRANSPORT ROMTELECOM, Compaq, Softwin, New York Connect, Zipmail, Air France, National Railways Company,

Mobil Technology Romania, Soft time, Austrian Airlines. 3. FINANCIAL AND ASSURANCE INSTITUTIONS Commercial Bank of Romania, Romanian International Bank, Raiffeisen Bank, BRD GROUP SOCIETE

GENERALE, General direction of Public Finance, BRS, DAEG INVEST, ADAS (National insurance company), Romexterra Bank, ASTRA.

4. INDUSTRIAL AND COMMERCIAL COMPANIES AMRO Manufacturer, British American Tobacco, Radet, Luxten, Brau Union, Automobile Bavaria,

Automobile Dacia, Bucuresti MALL, Danone, Lafarge-Romcim, Renault, Schlumberger, Sodexho, Rom Control Data, Volvo, Regato Pan, Romatsa, Euroconstruct, Provus, Publiferom, Procor, Eurolife, Conel-Termoelectrica Rovinari (national electrical energy provider), Eastern Technology, Freyrom, Carrefour, Iridex Group, SUT Carpati, Teleconstructia, Majestic Hotel, Hilton Bucharest.

5.CULTURAL AND EDUCATIONAL INSTITUTES Titulescu University, Ecologic University, Romanian Academy of Aviation, Romanian Federation of

Ahtletism.

Part 2. Voxtron

Get acquainted with the company

Voxtron

Topics:– Company– Organization today– References

Company

Manufacturer of Call/Contact Center Software Based on a very strong Interactive Voice

Response (IVR) background Headquarters: Belgium Offices: Germany, Hong Kong Franchises: Italy, Dubai, Turkey, Indonesia,

Thailand … and more to follow! Founded 1994 - over 50 people - 100,000

licences sold and installed

Organization today

Voxtron NV

The VoxtronFactory NV

VoxtronEurope NV

VoxtronGmbH

VoxtronInternational Ltd

Software Development Sales & Service

Europe without Germany,Austria, Switzerland

Germany, AustriaSwitzerland

Asia

Voxtron Italia Srl

VokstronTelekomunikasyon

(Turkey)

VoxtronMiddle East FZE

(UAE)

VoxtronIndonesia PT

Voxtron Co Ltd(Thailand)

Franchisee

Company

Goals– make the communication between companies and their

customers both efficient and agreeable– help its customers to create a professional image by

providing a range of flexible products and functions that are easy to use

Offering– Contact Center solutions– Self service applications (e.g. phone banking, meter reading,

lottery, …)– Messaging (e.g. voice mail, fax mail, voice-to-e-mail, e-mail

reading, …)

Some references …

Our Contact Center Suite

5 yrs ago, a call center was only accepting incoming calls This has dramatically changed: customer react through multiple contacts with companies. Agents have to work on e-mails, faxes, phone calls. And there is more to come: SMS? Web chat? Video?

VoIP makes it more easy to integrate everything in one platform. The border between “the company” and “the call center” is fading out. Solution: “agenTel”. This is a complete software that controls and

optimises the communication flow within an organization. agenTel assigns skills to incoming calls, faxes, e-mails and routes them

to appropriate agents. agenTel provides tools for measuring the efficiency within the

organisation.

agenTel’s IVR – allows creating self-service applications – plays waiting music, (marketing) messages, transfers incoming

calls and faxes to agents, starts outgoing calls + faxes

Characteristics (1/3)

The starting poing: Voxtron’s Office client– Serves as the “core license” of the callcenter– CTI

• pop-up for calls• possibility to integrate with e.g. DB

– Fax from the desktop (sending + receiving)– Active TAPI toolbar (= softphone)– Waiting monitor and agent monitor– Statistics and wallboards– (no routing of incoming calls, e-mails, faxes)– (no IVR needed)


Adding routing:– Supported types of communication:

• Inbound calls• Outbound calls (campaigns)• Email (in and out)• Fax (refer to office client)

– Types of routing:• Skill based• Time based• Agent based

– IVR gathers the call/fax skills and serves as waiting field for calls

Architecture

Languages (1/2)

Interfaces

*: includes Agent Interface, Fax Center, Campaign Center, Outlook Integration

Englis

h

French

Germ

an

Dutc

h

Italia

n

Spanis

h

Port

uguese

Sw

edis

h

Danis

h

Russ

ian

Polis

h

Turk

ish

Thai

Rom

ania

n

Agent Client* x x x x x x x x x x x x x xAdministration Interface x x x xStatistics Interface x x x xWallboard x x xConfiguration Interface x xGUI (Call flow) x x x xSetup x x

Languages (2/2)

Platform independent

Arabic English (US) Norwegian SwedishDanish French (BE) Polish Mandarin Chinese

Dutch (BE) French (FR) Portuguese (PT) IndonesianDutch (NL) German Spanish Thai

English (UK) Italian Hungarian Romanian

On former Intel boards only

Korean Malay

Voice prompts

VoIP

IP (TCP/IP) is changing the way we communicate - Voxtron is preparing you for the future.

VoIP middleware to connect to Cisco Call Manager, Avaya Communication Manager, Siemens HiPath, Asterisk, SIP/H.323 carriers, etc.

Voice AND Fax over IP! Easy scalability, high flexibility. Call Center „followed-by-sun“ are only possible with VoIP. Cost reduction, increase of employee satisfactoin (home

office). agenTel 6: Ready for tomorrow!

High Availability: 99,999% !!

All „3 letter apps“ on 2 servers: Standby-system for CTI, UMS, ACD, IVR. Keeps the administration simple and the availability high: 99,99% (warm

standby) or 99,999% (hot standby) uptime for your essential enterprise communications!

One Tab Per Contact

Outbound Campaigns including predictive dialer

Keep your agents busy in times of lower incoming call load.

Improve productivity. Limit inefficient activities (e.g. no need to

search and dial a number anymore). Give your customer the feeling that you care. agenTel 6: a real Inbound/Outbound CC!

Outbound Campaigns Agent desktop campaign call

Fax in agenTel: WHY?

Fax messaging is (unfortunately?) not dead and still needed in all organisations, sometimes even legally necessary

Sending of faxes directly from desktop (e.g. from Word, PDF, etc.) saves time and energy (ie money!) and increases the quality of the document. Less printers are needed, ie less admin and lower cost.

Security! Confirmations (flights, hotels) or orders (finance, buying expensive things) need a „real“ signature.

Privacy! Direct dispatch of incoming, and „secret“ sending of outgoing faxes, ie the person or the team that they are intended for gets them without risk.

Central storage of fax numbers (Exchange, Domino, CRM, …) saves time.

Central, digital fax archiving saves space and time (for searching of old documents).

agenTel 6: your multi-media center!

One platform for all applications

Voice Mail / Automated Attendant IVR Speech recognition (ASR) Text-to-speech / Speech synthesis (TTS) Special Speech and Voice Applications VoiceXML Fax SMS Conferencing UMS Voice Logging (ACD) Queue

IVR

Play

Language

DTMF input

Timed actionTransfer

Calculation

Recording

On-hook

ODBC

Voice Mail

Plug-in modules, for e.g. ASR, TTS, XML, IP, ERP, CRM, …

Unbeaten flexibility!

10 SDKs (Software Development Kits) …

● E-Mail Routing Perl Scripting ● Axxium PlugIn DLL`s● Client SDK TCP/IP-XML Interface● Client SDK Com–Interface● Client SDK Toolbar-Interface● Client SDK HTML-Interface● Client-Server TCP/IP-XML-Interf.● Server TCP/IP-XML-Routing-Interf.● Server-SDK Custom Statistics ● Server-SDK Custom Wallboards

… to integrate agenTel / Axxium with your IT/PBX environment:

● ACT! / sage crm solutions ● AdressPlus / Cobra● D/3 / d-velop● Goldmine / FrontRange● Lotus Notes / IBM● Navision Attain / MS Dynamics● Exchange-Outlook / Microsoft● CRM 3.0 / MS Dynamics● ProCall Enterprise / Estos ● R/3, mySAP / SAP● SPS R4 / InVision● ttCall / tribe! Technologies ● any many others.

Proven success of agenTel!

Over 300 installations since launch in 2002 agenTel improves Customer Service

– Transfer calls, faxes and emails immediately to the right person with the right skills (that is available!)

Cost-efficient, scalable and flexible– Start small to grow big with our linear price model

Compatible with most PBXs and databases in the market– Integration with the leading manufacturers– Integration with your existing IT infrastructure and CRM

system Easy to set up and use

– With the help of our award-winning GUI you don’t need to be a programmer to create your IVR call flow

24/7 handling of all incoming calls and emails– Full IVR platform included: You’ll never miss a call again!

Summary

Voxtron is your 1st choice because:– Close integration with the customer’s

existing IT and PBX infrastructure – Short time to market– Fast deployment– Open architecture– Use of standards– Cost effective– Very reliable after-sales _local_ support

Thank You

Questions?

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