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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

E-Mail

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)

Email

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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