Benefits
• Increased operational efficiency• Reduced capital expenditure due to extended integrated features
• Rapid return on investment due to ease of implementation and customization
• Drastic increase in level of service
• Improved customer experience
• Increased call center throughput
• Substantial reduction in call-time
• Substantial reduction in cost per call
Features
Customer Self ServiceSpeech Enabled Muli-Modal Inquiries
Provide answers to billing and payment questions using natural speech and simultaneously via email, fax or text messaging (PDA, cell phone), with features far superior to IVR Systems on the market.Orders, Reservations, Billing and Payments
Call Me Back (Eliminating Hold Time)
The system can answer information requests, accept orders, reservations, and payments, and provide confirmations in natural speech and simultaneously, electronically via email, fax, web browser, PDA or cell phone displays.
Anytime during the course of the interaction, a caller may wish to speak to an agent. If agents are busy helping other customers, the system can offer to maintain the position of the caller in the queue and have the system call them back when an agent is available. VoxLinx™ will call the customer automatically as soon as an agent becomes available, retaining the identity, intension, and the state of the previous call so agents will have full knowledge of the customer and the nature of the inquiry. Callers do not have to spend the time on the phone. Both caller frustration and telephony costs are reduced.Customer Preferences
Customers can specify their preferred mode (phone call, email or page/messaging) by which they want to be notified of events, planned outages, return of service, result of their inquiry, etc.Maintaining Contact Persistency
When a call is accidentally dropped, a caller can resume the dialogue from where it was interrupted when they call back. VoxLinx™ will identify the caller and automatically continue the conversation from the point of interruption, retaining the intention and the state of the call. Go to top
Boost Call Center Agent Efficiency
Proactive Customer ContactRetention of Knowledge and Intention
Most legacy CTI systems only capture the identity of the caller. Callers however, provide valuable information about their intention during the course of the dialogue. VoxLinx’s Enhanced CTI with Continuous Knowledge Retention™ (CKR) feature will retain knowledge both about the identity and the intention of the caller, eliminating the need for customers to re-identify and reiterate their intention of the call.
Transfer of Knowledge and Intention
If the caller decides to talk to a live agent, VoxLinx™ will transfer the state and the intention of the call to the agent, therefore substantially reducing the call-time and eliminating the need for the customer to go over the same information again. The agent can pass the call to another agent, to a supervisor or back to VoxLinx™, retaining the intension and the state of the call at all times.
Agent Co-Browsing
An agent can simultaneously speak with callers and push information to their desktop (via a web browser), PDA or cell phone display. For example, if a customer has a billing question, the agent can simultaneously push the invoice on customer’s web browser, PDA or cell phone display while speaking with the customer about it.
Backend Integration
The system integrates with backend systems and databases via standard APIs and protocols such as XML. This allows for interface with CRM, ERP, Order Processing Systems, Trouble Tracking, Outage Management, Dispatch and Schedule Management Systems. Go to top
Burstable Outbound Calling Capacity (Confirmations, Alerts, Schedule Changes, etc.)
LogicTree can provide an on-demand extended capacity for outbound alerts. Charges only apply upon the usage of the service.
VoxLinx Co-Browsing
VoxLinx™ can simultaneously co-browse information with customers on their desktop (via web), PDA or cell phone display. For example, if a customer has a billing question, VoxLinx can simultaneously display the invoice on customer’s web browser, PDA or cell phone display and co-browse the invoice with the caller on a real time basis.Automate Remote Diagnostics
This feature is of particular benefit to ISPs, Cable Providers and Service Providers with installed equipment (Hubs, Switches, Transformers, Modems, Receivers, etc.) at client or remote locations. The VoxLinx Call Center Software Solution can integrate with the systems needed to perform the necessary remote diagnostics tests and eliminate the need for human intervention.Inbound Alert Management
Receives outage/trouble reports from the caller; alerts the responsible organization (via phone, email and paging/messaging) about the alert, updates the appropriate backend system (Outage Management System, CRM, Scheduling/Dispatch System, etc.) all a on real time basis. Go to top
Increase Support Personnel Efficiency
Speech Enabled Interface to back-end Tracking/Support Systems
Field engineers can interact with the backend systems (Outage Management System, Call/Error Tracking System, Scheduling System, CRM, etc.) via cell phone/telephone.
Position and Quick Status Reporting
Via a GPS/Midlet installed on the field crew’s cell phone, the management system can always know the location of field crew. Using the Midlet, the dispatched crew can report the status of their assignment to the Management System/Team by simply pressing a button. Knowing the location of the field crew, VoxLinx™, in coordination with the Management System, can perform assisted or automatic scheduling and dispatch services. Also, detailed information of dispatch crew whereabouts can be provided in outbound alerts or status calls to customers.
Automatic Escalation, Dispatching and Scheduling
VoxLinx™ can integrate to backend supporting systems to perform voice automated support escalation, crew scheduling and dispatch services. Go to top
