1 bbx technologies vuesion ® unleash the potential of your communication system bbx technologies...
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1BBX Technologies Vuesion®
Unleash the potential of your communication systemBBX TECHNOLOGIES
•BBX Technologies NEC Univerge (Fusion) Member
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Vuesion®
BBX Technologies
Advanced applications, .. One server
Messaging Module CT Module
Call Center ModuleCall Recorder Module
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• Integrated Messaging • Auto Attendant • IVR
• PC Super Console • PC Super User • Call Reports • Database screen pop • TAPI Interface• Mobility
• Skills based • Announcements • Callback Queuing• Database Routing • Database Screen Pop
• Station side recording• Trunk side recording • Scheduled• Pattern recording • On-demand recording
Vuesion® Product Information
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Vuesion®
BBX Technologies
Product History
Introduced in 1999 7 years of customer implementation
Number of systems shipped to date Approximately 1,000+
Introduced in 1999 7 years of customer implementation
Number of systems shipped to date Approximately 1,000+
Vuesion® Product Information
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Vuesion®
BBX Technologies
Typical Setup
IP Remote agent
Attendant workstationAgent workstation Supervisor workstation
Vuesion Media Server
Communication Platform
Ethernet OAI (PZ-M606A)
Voice resources (single line)
Vuesion Media Server: solutions & applications in a converged voice/data network
LAN / WAN / VPN
LAN / WAN
Applications, Platforms
Vuesion® Product Information
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Vuesion®
BBX Technologies
Messaging Highlights
Vuesion® Messaging Module
Highly scalable from 4 to 64 ports Windows Point and click Administration OAI connection greatly simplifies
integration
Deploys easily with reduced complexity
Remote access for configuration Default Setup Wizard
Full featured auto attendant / IVR Flexible and Menu-Tree telephony
user interface ANI/DNIS based IVR routing
Minimize time to resolution
Menu selection from user’s greeting
1-digit selection for most functions Q&A interview mailbox
Play different greeting when user is busy or out of the office
One-Touch record with listen and pickup
Cascade notification (pager, mobile phone or E-mail)
Highly usable user features
Users remotely configure their forwarding phone numbers for the “follow-me” feature
Trusted numbers allow users to automatically login to their mailbox on ANI match
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Vuesion®
BBX Technologies
Unified Messaging
Vuesion® Messaging Module
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Vuesion®
BBX Technologies
Vuesion PC Super Console
Menu bar
View selection
Call status
call control function keys
Icon status & presence management
Vuesion® CT Module
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Vuesion® Super Console: Intuitive and productivity enhancing
Vuesion® Super Console: Intuitive and productivity enhancing
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Vuesion®
BBX Technologies
Extended States
Extended states
Vuesion® CT Module
Presence management and collaboration
Presence management and collaboration
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Vuesion®
BBX Technologies
Emergency Number Notification
Notification
Vuesion® CT Module
Security Security
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Vuesion®
BBX Technologies
Summary
Super Console users Up to 200 simultaneous logons
Number of views 12 for Super Console – 3 for Super User
Icons displayed 2,000+ for Super Console – 25 for Super Users
Call History 800 outbound / Inbound with missed call indication
PC OS Supported Microsoft Window XP, 2000 or Thin Clients
Phones supported TDM, IP or soft client with USB headset
Database screen pop* Integration with ODBC compliant databases
TAPI interface* Vuesion® TSP
Call Reports* Crystal Reports interface
Vertical Market Real Estate offices, Automotive, Answering Service
Vuesion® CT Module
* Option
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Vuesion®
BBX Technologies
Call Centers are everywhere
Web Hosting / Internet
Utilities
Retail / Remote shopping
Manufacturing
Insurance
Healthcare/Dental
Government
Financial / Banks / Credit Unions
Education
Distribution
Vertical market coverage
Sale
s / O
rde
rs
Cu
sto
me
r Ca
re
Disp
atch
Help
Des
k
Info
rmatio
n
Reg
istra
tion
Res
erv
ation
Vuesion® Call Center Module
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Vuesion®
BBX Technologies
Call Center Highlights
Vuesion® Messaging Module
Simplified deployment with flexible management
Maximize First-Contact resolution
Management & Supervision
Scalable from 5 to 200 agents Call Reports accessed for all
enabled Supervisors
Skills based routing for maximum coverage Full featured packages come standard Desktop or thin client environment
supported
Full featured auto attendant / IVR ANI/DNIS based IVR routing Priority routing Supervisor “Rescue Queue”
Delayed announcements with ATA and queue position
Visual and audible threshold indication Callers may opt-out of queue and select
another destination
Presence with visual indication on groups and agents
Intuitive call center states with visual indication
Call status with CRM integration
Built-in software wallboard with PC client software
Call coaching/monitoring with record option
Real time agent statistics
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Vuesion®
BBX Technologies
Vuesion® Call Center Agent
Call center
wallboard
Call center states
Vuesion® Call Center Module
Presence &
Collaboration
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Break,
Work,
Meeting,
Login/Logout
keys
Phone Agent(No PC required)
Phone Agent(No PC required)
Break,
Work,
Meeting,
Login/Logout
via IVR
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Agent PC desktop client software
Agent PC desktop client software
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Vuesion®
BBX Technologies
Vuesion Supervisor Screen
Real time statistics
Rescue
Queue
Call Center Reports
Vuesion® Call Center Module
Management and supervisory software Management and supervisory software
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Vuesion®
BBX Technologies
R.O.I and Productivity Enhancing Options
Vuesion® Call Center Module
Call Back Number QueuingCallers may leave a call back number, hang up and stay “virtually” in the call center without loosing their priority and position in queue.
Database Smart RouterCalls may be automatically routed to a different location, or have a higher/ lowerpriority based on their ANI, DNIS or customer’s database record contents.
Call Back Number QueuingCallers may leave a call back number, hang up and stay “virtually” in the call center without loosing their priority and position in queue.
Database Smart RouterCalls may be automatically routed to a different location, or have a higher/ lowerpriority based on their ANI, DNIS or customer’s database record contents.
Database Screen PopA local Vuesion database or the customer’s database records are automatically shown on the agent’s screen when ANI, DNIS or IVR collected digits match preconfigured entries.
TAPI Dial Out Desktop users select and dial a number or name from their TAPI compliant contact management software.
Database Screen PopA local Vuesion database or the customer’s database records are automatically shown on the agent’s screen when ANI, DNIS or IVR collected digits match preconfigured entries.
TAPI Dial Out Desktop users select and dial a number or name from their TAPI compliant contact management software.
Increasing efficiency, productivity, service level and customer satisfaction while decreasing cost for faster Return on Investment
Increasing efficiency, productivity, service level and customer satisfaction while decreasing cost for faster Return on Investment
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Vuesion®
BBX Technologies
Call Reports and Management
Vuesion® Call Center Module
Call Center
Reports
Non-Call Center
Standard Reports
Skill Sets / Groups
• Answered Calls (Hourly, Daily, Charts)• Answered Calls Agent Summary• Abandoned calls (Hourly, Daily, Chart, Detail)• Talk Duration (Hourly, Daily, Chart)• Service Level Profile (Hourly, Daily, Chart) • Group Performance, Call Tag Reports, Campaigns,
Agents
• Call Center Status (Hourly, Daily, Charts)• Call Center Calls (Hourly, Daily, Chart, Detail)• Threshold Excess • Agent Performance • Agent Productivity
Stations, Trunks, ANI, SMDR, A.A.
• Stations (Detail, Summary, Charts)• Trunks (Detail, Summary, Charts)• Number Dialed/ANI (Detail, Summary, Charts)• Area Code (Detail, Summary, Charts)• Trunks (Detail, Summary, Charts)• Account Codes (Detail, Summary, Charts)• All Calls/Tenant (Detail, Summary, Charts, Costing)
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Vuesion®
BBX Technologies
Sample Reports: Skill Set (Group) Performance Summary
Profile Daily
Vuesion® Call Center Module
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Vuesion®
BBX Technologies
Sample Reports: Agent Productivity
Vuesion® Call Center Module
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Vuesion®
BBX Technologies
Typical Setup
Supervisor workstation
Vuesion Media Server
Communication Platform
Ethernet OAI (PZ-M606A)
Voice resources (single line)
Vuesion Media Server: solutions & applications in a converged voice/data network
Trunk Side 1 PSTN
Station Side 2
Vuesion® Call Recorder Module
Storage & Backup
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Vuesion®
BBX Technologies
Call Recorder Highlights
Supports PRI span and analog trunks
Supports NEC’s digital Dterm for station-side recording
Up to 8-PRI span trunk-side or 96 phones station-side
Single and dual span PRI boards.
8,16 and 24-port digital station board interfaces
High quality, High performance and high compression recorded files
Selective recording based on ANI number pattern
Selective inbound / outbound recording per station
Record all calls
Scheduled recordings per group or agent
Random recording for quality assurance
On demand Supervisor recording of agents
Flexible search criteria
OAI Integrated Scalable, flexible
A complete package for any budget A complete package for any budget
Vuesion® Call Recorder Module
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Vuesion®
BBX Technologies
Supervisor Management Screen
Vuesion® Call Recorder Module
Calendar
Time/C
all
Filters Record
Filters
Groups
Management
& flagsRecord
Details
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Vuesion®
BBX Technologies
www.bbxtech.com
Thank you
Thank you