A user friendly solution that gives a short learning curve for new agents Vision 80/20 Contact Center is a complete web based solution for organizations requiring an all-in-one contact center solution. The system has all the necessary functionality and is developed to be easy to install, use and administrate.

The system is administrated by the customer, no prior knowledge is needed. The system comes with functions for recoding different voice messages, handling call distribution, creating queues and agents. The team leader and administrator also have access to detailed statistics in order to do follow ups and staff planning.

Web based agent client

When an agent logs in, he can see his available queue and can then select which queues he wants to log in to. There is also information about which agents are logged in to the different queues and the status for each agent - free, busy, wrap up or paused. There is also information about the calls in queue and call history for each number showing the last 10 calls and which of the agents that answered the call.
There is also a call history for each agent showing incoming and outgoing calls.
The agent can easily transfer calls by using a number or name.

The phone books are divided in to three levels; shared, per queue and per agent. If a person is registered in any of the phone books, information about them i.e. organization and name will be displayed for the agent when they call.
Mini: The mini-interface allows agents to work with other tasks on the screen while still having information about ongoing and incoming calls.
E-mail in queue: e-mails are placed in queue and are answered via the agent client. All e-mail conversations including attachments are saved.
Recording: There is a function for recording of ongoing calls; this can be used for e.g. confirmations, education or evaluation.

Booked call-back

Persons calling the contact center can choose at what time they want to get a call-back. If the desired time is not available, they will be offered the next available time.
The agents also have the possibility to book a time slot when a customer wants to get a call-back.
All time slots for call-back are set up by the administrator.

System set-up

The administrators can easily set-up queues and ad agents to queues, set wrap-up times, call distribution etc. Administrators can also give privileges to other departments or groups. Each department or group can then do their own recordings, set opening hours and see their own statistics.

Statistic

There are three levels of statistic; queue statistic, general and individual statistic for agents. The statistics provide the basic data for how to staff and manage the contact center to make it work as effectively as possible.
The statistics shows: load, waiting times, number of transferred calls, average call time, service level etc.
Example: Number of transferred calls: if there are too many, it can mean that agents do not have the right skills regarding certain questions.

Queue and agent monitor

All agents can view a queue- and agent monitor via the agent client. The monitor shows status for the queues and agents and the current waiting time for each queue.
This is a valuable tool for team leaders that can e.g. display the monitors on a big screen to be on top of the current situation, to be able to take correct action.

Skill based routing

Queues can be set up to direct calls to different agents depending on their particular skills.
Example: Agent 1 and 2 are logged in to take calls from queue A and B. Agent no. 3 is log in to take calls from queue A, B, and C but prioritize calls coming from queue C.

Integration to other IT-systems

It is easy to integrate Vision 80/20 Contact center to e.g. ticket management systems. This integration gives fast response to questions from customers. The ticket log is displayed for the agent when taking an incoming call. Contact Visionutveckling for further information.
If you have Vision 80/20’s Presence and Activity Management system, there is integration available via the user client.