The Problem
Old thinking says that building and
running a contact center is a task best left
to "the big organizations." The need for
expensive, sophisticated equipment, a
dedicated facility and a heavily armed IT
staff has traditionally meant that contact
centers were too expensive and too complex
to be built and operated by small- and
medium-sized businesses. Vertical is
changing all of that.
The Solution
Today, Vision One customer relationship
management (CRM) calling solutions make
operating a contact center an efficient,
profitable and viable venture for even small
companies. With its software-based
architecture, Vertical solutions can be
cost-effectively implemented with as few as
five seats, and include a package of rich
features that allow you to offer your agents
and customers all the advanced capabilities
of larger, hardware-based centers, but at a
fraction of the cost.
Vision Ones CRM solutions
provide:
- An easy-to-use visual interface that
integrates your voice and data networks,
enabling intuitive call handling for
your agents and a consistently high
level of service for your customers
- A powerful administrator’s interface
that provides a strategic, bird's-eye
view of your entire contact center
operations, allowing you to monitor
overall activity or a specific agent
- Sophisticated call routing
capabilities that reflect a range of
criteria, such as agent skill set,
experience or capacity. This capability
dramatically increases customer
satisfaction by ensuring that each
caller reaches the appropriate agent in
the shortest amount of time.
- Software-based standards that grow
gracefully with your business, enabling
extensions to be added, moved, or
changed quickly and cost-effectively
- The ability to record and archive
calls and to silently monitor, coach or
join agents on calls. The result: a
higher, more consistent level of
customer service, better quality control
and more efficient agent training.
- Hands-free answering capabilities
using headsets or speakerphones
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