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About Visionutveckling

About Visionutveckling

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About Visionutveckling

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  1. About Visionutveckling • Strong Finances • Historical growth of 30% per year • AA-rated • Gazelle company and Super company 2011 • Offices in Stockholm, Gothenburg, Malmoe, Copenhagen and Oslo • Representation in Finland, France and England • 91 employees in Sweden, Denmark and Norway • 1400 customer installations, first delivery in 2002 • 49 operators and service providers have chosen Vision 80/20

  2. Product Portfolio

  3. Vision 80/20 Contact Center The best choice for Contact Centers with up to 50 agents!

  4. Why Vision 80/20 Contact Center?

  5. Who is it for? Small and large organizations that require more advanced queue functionality • Customer Service • Support Departments • Order Departments • Sales Departments • Groups

  6. Many satisfied Customers GodEl won the Swedish championship of telephony 2011 in the Category Environment and Energy • The contest was arranged by Q Survey • 200 explorative calls • Response, effective management and commitment are a few of the eight evaluation criteria • On top of those, IVR, voice mail and queue information were included in the assessment ”One of the prerequisites for success is to have suppliers that you can trust and who have solutions that are flexible, user friendly and reliable. Visionutveckling’s Contact Center, cc-bridge, has corresponded to all of this.” (Daniel Hedlund, Customer Service Manager at GodEl)

  7. Video Get a quick glimpse of the Vision 80/20 Contact Center – watch our video! Tip! For more videos, visit our Channel on You Tube

  8. Complete Contact Center Options: • Chat, Email and SMS in queue • Advanced statistics • Callback • Scheduled Callback • Recording • Case log • Open APIs for integrations with other IT systems Included functionality: • Web based agent interface • Queue routing • Skill-based routing • Delayed agents • VIP-queues • Routing based on incoming number • Statistics • Monitoring • Emergency Message • Whisper • Questionnaire • Telephone book • Administration interface • Handles agents, queues, menus and call flows New! New!

  9. Solution example

  10. Media blending Calls+ chat + email + SMS = • Higher availability • Communicate with customers in the manner they prefer • Increased efficiency • Chat/speak/ handle email simultaneously • Collective statistics • Statistics on calls, emails and chats – all in one single system • Traceability • Traceable history on all media

  11. Chat Chat with customers! • Increased efficiency • Chat during calls • Chat and manage email/SMS simultaneously • Send clickable links • Push links that open a page automatically • Parallel chat sessions • Forward chat sessions by email • Customizable • Chat GUI can be tailored to your graphical standards • Automatic welcome message • Based on open standards (XMPP) New!

  12. E-mail and SMS Optimize resources with email and SMS • More effective agents • Chat/talk/handle email/SMS simultaneously • Include attachments to emails • Calls and e-mail management in the same system • Reply to SMS messages by email or SMS • Higher availability • Reach the customer in the manner that suits them best • Simplified case handling • Customers and agents can attach files • Not dependent on a proprietary brand of email server, general solution

  13. Powerful Statistics with Vision 80/20 Statistics • Comprehensive statistics on calls, email and chats • Chat report • Contact Center report • Agent report • Scheduled automatically generated reports • Customized Reporting • Flexible filtering and grouping • Zoom up and down in data • Visual reports • Pie charts, graphs and bars • Easy export of data (PDF, Excel or CSV-file) • Web based • Flexible assignment of permissions and rights Knowledge Control Quality

  14. Vision 80/20 Statistics Behovsanpassade rapporter med flexibel filtrering och gruppering

  15. Recording Record the call with the touch of a button! • Recording of calls can be used in oral confirmations or for training and evaluation purposes • Recording is activated with ease in the agent’s interface Recording

  16. Call back Call back Call back History

  17. Scheduled call back Increase resource optimization and customer satisfaction! • Widely used by medical centers • Contact Center staffing controls when incoming cases are handled • Serve calls when time and opportunity is right • Administrator controls when the scheduled call back is to be activated • Call back when full or closed queue or when waiting time and/or number of queuing has reached a specified limit

  18. Whisper Saves your voice and ensures accurate and professional greetings • The agent pre-records a greeting phrase • The greeting is played automatically when a call is answered • Saves the agent's voice • Reduces the risk of using incorrect greetings when multiple queues are managed • Agents automatically learn from which queue the call is routed • Agent's own voice answers all calls • Supports mobile call centres WelcometoCustomer Support, my name is James Baker

  19. Questionnaire Integrated measuring with a wide range of applications • Customer surveys • Follow- up on customer care, quality of service or Key Performance Indicators • Voluntary placement of the questions in the call flow structure • Before or after a call is accepted • Answered by key selection (DTMF) • Build it in accordance to your needs and requirements in the administration interface • Complete statistics

  20. Case log • Classify calls for statistics on incoming cases • Activate on answer or when a call is ended Case log

  21. Phone book • Import number lists and get information about caller based on originating number • Add contacts when needed

  22. Menu system withfunctionkeys Agent Interface General • Free seating • Mobile number • Abbreviated number • Fixed number Agent’squeues Private queue Active media Queuestatus

  23. Agent intefaceincomingmessage or call Queue (Calls, SMS, chat, email and call back) Incoming call

  24. Agent interface in a call Current call Call status Previous 10 calls from caller

  25. Agent interface agents All agents’ status

  26. Monitoring

  27. Easy administration of agents

  28. Easy administration ofcall flows EmergencyMessage

  29. Easy administration of queues

  30. Thankyou for yourtime!