VizioCONNECT – Unified Contact Center Suite

VizioCONNECT – Unified Contact Center & Customer Relationship Management Suite addresses complex communication requirements i.e. Inbound, Outbound and even blended giving our valued customers the competitive edge. With innovative, technologically advanced & constantly evolving architecture, comprehensive functionalities & rich feature set, the solution caters to virtually any contact center need. The suite offers ease of use for distributed or centralized workforce achieving customer delight and ensuring that your business stays ahead of competition. The VizioCONNECT Suite is modular, flexible, scalable and robust solution ensuring minimum total cost of ownership at the same time maximizing profit margins, thus offering great Returns on Investment.

VizioCONNECT addresses complex Outbound and Inbound Contact Center requirements using all possible communication channels like Voice / Email / SMS / Chat / Social Media.

Established True Client–Server Architecture with four major applications.
• Server • Agent • Supervisor • Quality Analyst

Highlights

  • Modular, Scalable and Configurable Architecture
  • EDI- External Database Interface for Data Upload and Allocation
  • ACD (Automatic Call Distributor)– ANI/DNI Based/Skill Based/Round Robin
  • DNC Registry Support
  • Customized Campaign Management
  • Configurable Call Disposition
  • Script Management
  • Real Time Monitoring / Supervisor Control
  • Screen Pop Ups – Query Based / Caller ID Based
  • Soft Phone Functionality for Agents
  • Call Statistics : Answer Time, Talk Time, Hold Time, Wrap up Time Calculation
  • CRM Integration or Customised CRM Application
  • CRM Page for Data Entry on Agent Screen
  • E-Mail Alerts and Notifications
  • Online Monitoring of Voice Logs for Quality Checks / Proactive Actions
  • Thin Client Support for Agents

IVR Features

  • Field Configurable Call Flow and Routing Algorithm
  • Group wise Call Transfer – Support for Multiple Groups
  • Agent Login–Logout and Break Functionality – Answer Time / Talk Time Calculation for Each Call
  • Wait Queue Management
  • Optional Record Message (in case of large waiting duration) and Forward Recorded Message Immediately as E-Mail after Recording
  • Situation Based Welcome Messages for Office Time / After-office Time / Holidays
  • Auto Reporting Through E-Mail
  • Database Query and Voice Re-production

Dialer Features

VizioCONNECT offers multiple dialing applications.

  • Preview Dialing: Numbers are uploaded in the system. Agent will have the list of numbers to be dialed. Agent will select the number / customer to be dialed out.
  • Progressive Dialing: List of numbers will be uploaded in the system and system will dial the number one by one automatically and will be transferred to an idle agent.
  • Predictive Dialing: System will dial multiple numbers against one agent based on the configuration for unknown database.
  • Voice Blaster ( Auto Dialer) : List of numbers to be dialed is uploaded in the system. System will dial numbers and play appropriate messages for each number by fetching data from the databases. Entire operation is automated, once the numbers are uploaded on the system and dialing is initiated no manual intervention will be required.
  • Manual Dialing: Agent can enter the number in the window and dial on a click.

Voice Logger Features

  • Supports IP / TDM ports
  • Automatic Voice Logging for all Incoming and Outgoing Calls
  • Storage on Hard Disk
  • ADPCM/A-Law/ -Law and Other Compression Formats
  • Advanced Call Retrieval System
  • Password Based Log in
  • Search Options :
  • Date/ Time
  • Channel ID
  • Phone Number
  • Call Type (Incoming, Outgoing) etc.
  • Retrieval/Replay Locally or Over LAN
  • Play Messages by a Click of a Button

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