u connect brochure

PRODUCT KNOWLEDE

2 | UCONNECT

He has changed his travel plans for Madrid

and wants the confirmation sent on his

mobile device

Its lunch time, he’s

new in town and

wants an MMS

with a map to the

nearest Chinese

restaurant”

”

“

“

Where U Always Come First| 3

Her customer hasn’t

paid for a recent travel

booking; does she

need to worry about

reminding him?

It takes more than just a great deal to satisfy a customer in today's business environment. Customers nowadays are different from what they have ever been before. They have varying needs and ever-changing requirement and it is you who they look up to for assistance.

”

”

““

It’s their monthly business meeting

and they need a bank statement

instantly to be delivered by fax ”

4 | UCONNECT

Exceptional customer service resulted in greater customer retention, which in turn results in higher profitability. Everyone knows that. What we don’t understand is that it isn’t as easy as it sounds.

Today’s customers want all their queries answered, their problems solved and all their needs met in the least possible time, preferably in one phone call.

It’s not uncommon to have a customer on the line who does not sound too pleased and is in a rush to get his work done. He wants your help.

Your company and your agents should meet and then exceed your customers’ expectations and provide first call resolution. You have to ensure that your customer feels better at the end of the conversation and their expectations are fulfilled.

With u can!

Now, you have to take care of these customers’ needs. Can you?

A perfect communication centreA unified contact centre solution can help your business improve productivity, create opportunities for value-added customer experiences and decrease the time to bring new capabilities to market for a clear-cut competitive advantage.

Unified Communication Centre and synchronized performance optimization are the building blocks of a unified contact centre. Created to help organizations execute on their unified communications strategies, our Unified IP is an all-in one, IT-ready unified contact centre solution that delivers high reliability, performance, flexibility, and scalability that today’s contact centres require.

Companies using Unified Communication Centres throughout the world have been able to improve their customer retention and satisfaction level by a significant percentage along with decreasing office expenses.

offers you a true Unified approach to setting up your contact centres. Our systems go beyond mere integration of contact centre applications to embrace the interoperability and cost efficiencies of the session initiation protocol based VoIP standard and unite all critical contact centre applications.


Now, you have to take care of these customers’ needs. Can you?

PRODUCT LINE

8 | UCONNECT

offers the most advanced and highly flexible technology available in the market. It provides the best way to handle customer inquiries, contacts, complaints and feedback at the contact centre. Helping the customer service representatives to successfully complete customer interactions, it boosts the productivity of the contact centre by providing all customer related information along with the relevant business applications through an easy-to-use interface.

Intelligent Routing and Job Distribution —

Interfaces for All PBX and ACD —

Dynamic Queue —

Integration with CRM, Applications, —Databases and Networks

Self-Service IVR —

Gateways for Non-Voice Channels —

CTI Screen pop —

Messaging Interface —

Contact Control Panel —

Agent Performance Monitor —

Service Quality Monitor —

Comprehensive Reporting —

Open Standard Based Technology —


Interactive Voice ResponseEngage, Inform and Proactively Communicate

IVR is designed to fend the repetitive and automatable away from the agent because it just doesn't make sense to pay an agent to do the boring job of telling you what your account balance or remaining credit limit is. That's not the best use of an agent's time, and agents are expensive. It allows

Any PABX, Any Network —

Any Database, Any Application —

Centralized Administration —

Quick Customization —

Simplified Integration —

Expert Support —

And helps you provide —

Service and Package Ordering —

Self-service Banking —

Secure Payment —

Answers to FAQ —

HR Information Hotline —

RecorderDigital Conversation Recorder

Call Recorder’s obsolescence-proof design sets it apart from the rest of the products, and lets you grow and improve with time. Leverage your existing technology infrastructure to store and retrieve your voice recordings. Set yourself free from doubt and worry with unique features like voice file authentication, easy playback and emailing saved recordings. We can customize your solution to fit your recording environment with any of these features or we can develop a brand new feature just for your needs.

Recording and playback —

Open, secure and flexible —

RecordWer for training & coaching —

From 4 to 128 channels per server —recording

Open standard based technology —

User friendly windows platform —

Automatic voice detection —

Digital or analog voice interfaces —

CTI link option —

connecting you, in every way possible

10 | UCONNECT

Outbound Campaign ManagementBlended Multichannel Campaign Management

Outbound Campaign Management addresses the limitations of the traditional manual approach and provides a robust and versatile platform for managing the outbound dialling function. It offers a high degree of flexibility, control and manageability to the call centre manager to carry out several types of calling campaigns simultaneously.

The outbound agents use a headset and an on-screen Soft Phone that helps them become more efficient and productive. It also helps the management in conducting outbound campaigns with complete documentation of activities and agent performance.

Outbound Call Control —

Intelligent Loader —

Configurable Scripts —

Automated Campaigns —

Performance Monitoring —

Campaign Progress Reporting —

Interaction Recording and Review —

IP and TDM connectivity options —

Multiple Channel Campaigns (voice, —SMS, Fax, Email)


Outbound Campaign ManagementBlended Multichannel Campaign Management

Outbound Campaign Management addresses the limitations of the traditional manual approach and provides a robust and versatile platform for managing the outbound dialling function. It offers a high degree of flexibility, control and manageability to the call centre manager to carry out several types of calling campaigns simultaneously.

The outbound agents use a headset and an on-screen Soft Phone that helps them become more efficient and productive. It also helps the management in conducting outbound campaigns with complete documentation of activities and agent performance.

Outbound Call Control —

ntelligent Loader —

Configurable Scripts —

Automated Campaigns —

Performance Monitoring —

Campaign Progress Reporting —

Interaction Recording and Review —

IP and TDM connectivity options —

Multiple Channel Campaigns (voice, —SMS, Fax, Email)

Outbound IVREngage, Inform and Proactively Communicate

Outbound IVR provides automated customer communication solutions that leverage current technology and the power of the telephone to allow businesses to convey information to large groups of customers in a timely and cost-effective manner. It allows businesses to quickly disseminate information to their customer bases.

It is a high value, high response and cost-effective solution which allows businesses to automate routine functions and devote valuable employee resources to more productive tasks.

Conducting multiple automated —campaigns

Voice Recording —

Customize Automated Voice —Messaging Service

Supervision and Monitoring —

On-Demand Dialling Requests —

Auto Dialling through Soft Phone —

Smart Campaign Loader —

Record and Store customer —feedback

Integrate with applications and —databases

12 | UCONNECT

Debt CollectorRecover Faster and Smarter

Debt Collector addresses automated customer communication solutions by leveraging current technology and the power of the telephone to allow businesses to convey information to large groups of customers in a timely and cost-effective manner.

Our fully integrated IVR solution assists businesses with their collections campaigns by delivering voice messages to a virtually unlimited number of customers. General or personalized messages can be delivered as outbound standalone messages, incorporated with an inbound response, or integrated with existing call centre services. Our voice messaging platform is a high response, low cost way to support immediate, measurable and highly effective collection campaigns.

Debt payment reminders —

Identifying right party contacts —

for transfer to live agents for debt —resolution

Processing payments —

Predictive dialling engine —

Automated Voice Messaging Platform —

Multichannel contacts (voice, Fax, SMS, —Email)


Management SystemMajestically Manage your ContactsA contact management and problem resolution system allows organizations to obtain customer feedback and data. Customer information is used to improve business transactions, enhance customer satisfaction and loyalty, and increase profits. Best practice organizations realize the importance of sharing information so that everyone can get the benefit.

This link is critical to the success of the contact management system and customer satisfaction end to end. As a result, complaint centre managers, supervisors, team leaders, and customer service representatives are accountable for customer satisfaction and performance of the contact management system.

Browser based user interface —

Multiple call requests - complaints, —inquiries and suggestions

On-screen data entry form —

Specific information saving —

Automated and/or agent based —complaints routing

Comprehensive administrator module —

Complete MIS reports —

full-featured back office component —

Multichannel capabilities (Voice, SMS, —Fax, email)

14 | UCONNECT

Workforce ManagementSet the Human Puzzle RightIt is the most advanced personnel managing system available for contact centres today. It helps you reduce payroll costs, improve service levels, and increase employee satisfaction. Delivering superior schedules that support your performance targets, agent preferences, and business goals, our Workforce Management software can be availed separately and works perfectly in sync with your existing contact centre system.

Optimizing workforce scheduling —

Monitoring real-time adherence of —employee schedules

Forecasting, then simulating schedules —

Communicating agent schedules via —Internet, phone, or both

Create/Modify/Publish schedules —

Work periods —

Lunches —

Breaks —

Meetings —

Training sessions —

Analyze quality of schedules —

Approve/Deny employee work —preferences

Approve/Deny employee shift trades —

Work time availability and preferences —

View/Print published schedules —

Create/wModify notification —preferences


Quality Control Quality Management and Control

Quality Control frees you and your staff, enabling you to focus on optimizing centre performance. By providing third-party call quality analysis combined with hosted analytics, it delivers service quality information on your centre or outsourced providers, giving you the business intelligence you need improve and maintain service quality.

Quality Call caching —

ACD data kept in sync automatically —

Standards-based recording format —

Multisite, multi-system support —

Agent screen recording —

Browser-based user interface —

Multiple integrated reviewers —

Integrated customer survey tools —

Unlimited scorecards —

Agent self-evaluation tools —

Standard reports —

16 | UCONNECT

Performance ManagementEscalate Team Performance

Performance Management enables a structured process through which a company manages and improves its overall performance against certain vital metrics. The ultimate goal is to align everyone in the organization towards the same set of goals so the company has a much greater likelihood of achieving their key performance indicators.

Identify Reasons for Performance —Shortfalls

Consolidate data from contact —centre systems across multiple sites, channels, and other data sources

Leverage productized content libraries —

Automate performance enhancement —

Create fully customizable dashboards —

Generate automated notifications —

Coaching & eLearning —

Agent Recognition and Rewards —

Share Progress Reports with Agents —

Contact Centre Consultancy

is an independent contact centre consultancy provider recognized for its experience and integrity. With over 10 years of experience in the industry, we are dedicated to helping our clients dramatically improve the performance of their customer service and support operations.

We offer a full line of services including call centre consulting, contact centre design, technology design, performance optimization, outsourcing analysis, call centre management and training and strategic planning.

Our consulting services are tailored to the individual needs of our clients.

experience and a track record of successful project have resulted in establishing our reputation as one of the leading call centre consultancy firms.

Our experienced consultants understand the contact centre environment and customize our services to meet the unique needs of our clients


With , we Connect

We help companies across the globe in meeting and exceeding the needs and challenges of nearly 50 million customers. We provide a full range of innovative customer interaction and contact management solution that is flexible, cost-effective, easily scalable and customization friendly which can be integrated with any CRM, any ACD switch and any database.

With , you’ll benefit from more than 15 years of unparalleled insight into customer service, collections and sales business processes. We build the insight into our unified products to help the world’s most progressive market leaders increase their performance while balancing consumer demands.

Proven in some of the most rigorous environments, our technology powers thousands of agents around the world, through which more than 35 million company-customer interactions take place daily.

We have been assisting business leaders by offering software and services that deal with multifaceted, customer related business processes in contact centres. Our unified approach combines unified

communications products like

, ,

and , with contact centre applications, streamlining and enhancing your business processes, and transforming your customer-company interactions.

18 | UCONNECT

is an Orientec Group company operating from Riyadh, Saudi Arabia. We maintain relationships with a wide variety of companies throughout the world to offer a broad range of solutions.

Orientec provides a wide array of businesses in the field of IT, Communications, Public Relations, Education and Contact Centre services.

Drawing on years of experience and insight gained from working with the world’s leading companies on customer contact issues, we enable organizations to turn the potential of enterprise-wide unified communications into real business results.

and Partners

‘s prime partner in providing Unified Communication Systems is ZRG International. ZRG International (ZRG) is an IT & Telecom solutions and system integration company that specializes in the area of Telephony, CTI and Contact Centres. ZRG helps organizations increase customer satisfaction and revenues by improving business communication and customer contact management functions. ZRG solutions are in use by millions of users that use self-service applications in addition to the contact centre agent services.

How can we assist you? is committed to providing the highest level of customer

satisfaction. Our dedicated team will respond to your requests and queries in a timely manner. We look forward to assisting you.


and Partners

Head Office Location

Office A-11,12

Public Pension Agency Complex

Diplomatic Quarters

Riyadh, Saudi Arabia.

Postal Address

P.O. Box 94491, Riyadh 11693,

Kingdom of Saudi Arabia

Telephone Contact

Tel: +966 (01) 480 3030

Fax: +966 (01) 480 1717

e-Contact

Email: [email protected]

www.orientec-int.com

u connect brochure

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