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For the Alcatel-Lucent OmniPCX Office & Enterprise platforms
With a host of call handling features, your client can ensure their callers are provided with
clear information, supported by in queue options, call overflow and more.
Pre-configure a personalised welcome
message for each call queue, allowing the
caller to know they have reached their chosen
department.
Configure personalised in queue messages that
keep callers informed of important information.
Each message can also include up to twelve IVR
keys, which can be used to offer callers a range
of in queue options.
Callers are periodically informed of their current
queue position, enabling them to be comforted,
knowing that they are moving forward in the
queue.
Schedule when queues are in and out of service. Calls routed to queues that are out of service can be overflowed to a pre-configured destination.
Provides callers with the option to hangup but remain in the queue. The call continues to progress in the normal manner until it reaches the front of the queue. An outbound call is then made from the chosen agent back to the caller.
Your clients can route calls using their preferred method. The chosen method can be different for each queue and includes sequential, circular, longest waiting and skill based routing.
Enables call backs to be scheduled during busy
periods. Time slots are pre-configured by the
system administrator and can be different for
each queue. At the scheduled time a call back is
generated automatically and delivered to the
next available agent and outbound call is made
from the chosen agent back to the caller.
Provides the ability to schedule calls from a
queue to any callers who disconnected while
waiting to be answered. Like a campaign dialler,
the abandoned call back feature will generate
calls automatically and deliver them to the next
available agent. An outbound call is then made
from the chosen agent back to the number
of the abandoned caller.
Offers a simple campaign dialer. Using a list of
known contact numbers, the dailer can be used
schedule outbound calls to targeted contacts.
At the scheduled time, calls are generated
automatically and delivered the next available
agent. An outbound call is then made from the
chosen agent to the specified number.
The live chat feature lets agents respond instantly to customer messages, creating a direct
channel that improves engagement and ensures quick, timely support.
Agents are able to handle multiple chat sessions
alongside voice calls at the same time. The
number of chats assigned to each agent can be configured.
Chats are routed based on the chosen method, and agents manually click ‘Accept’ to engage in a new chat.
The solution includes standardized message
templates to streamline
communication and
ensure consistent responses, reducing the time agents spend drafting replies, minimizing errors,
and helping maintain a professional tone across
all conversations.
Access chat history linked to previous
conversations from the same email address,
allowing agents to quickly review past interactions,
understand customer context,
and provide more
personalized and efficient support.
The chat system includes both audible and
visual notifications
to alert agents when a new
message is received. These notifications
ensure
that no customer enquiry is overlooked, allowing agents to
respond promptly and maintain smooth,
real-time communication.
Chats transferred from the Virtual Assistant (BOT)
to a live agent,
display the full history of messages
that have been exchanged.
This gives agents
immediate visibility into the customer’s query,
allowing them to understand the context and
avoid repetition.
Our Virtual Assistant is an intelligent bot that can answer common queries without the
customer being
connected to a live agent, helping to reduce wait times, resolve issues instantly,
and free up agents
to focus on more important queries.
Can be pre-configured and tailored to each department, ensuring that
customers are directed
through conversations that best match their needs.
This allows for more relevant interactions and helps departments manage inquiries more efficiently.
The system allows you to set up keywords and automated responses to handle frequently asked questions.
This not only reduces the workload for
agents but also provides customers with instant answers
to common queries.
Customers can be seamlessly transferred to live support agents whenever they request additional assistance. This ensures a smooth transition from automated help to human interaction, without disrupting the conversation flow.
The business facing chat interface can be customized to reflect company branding,
creating a consistent look and feel across all customer touchpoints. This reinforces ,
brand identity and provides a more professional customer experience.
To further simplify interactions, you can define quick response options, such as Yes, No, or Maybe.
These pre-set choices help customers respond easily while keeping conversations efficient and focused.
Includes comprehensive agent features allowing agents to manage their current state
while answering calls quickly and in a professional manner.
Agents can login, logout and and set their
availability by selecting from an unlimited list
of pre-configured absence codes.
Provides agents with a few seconds to prepare
themselves before taking the first call.
Additionally, during the preparation timer, the
agent can also make themself unavailable,
which allows the supervisor to know they are
present but not taking calls.
Calls delivered to an agent are presented with
the callers number, queue where the call
arrived and duration of the call. Agents are
also provided with basic call controls allowing
them to answer, hold and hangup calls.
The system can be configured to automatically
log the agent out when they fail to answer a
call. this is useful when an agent walks away
from their desk and forgets to make themself
unavailable.
Allows agents to login and out of queues on
the fly. This can be very helpful when a queue
is extremely busy and additional agents are
required to handle calls.
Using Rainbow in conjunction with Vurella’s
Dock or smart phone app, agents can work
anywhere in the world. What’s more, there is no
need to connect to a VPN, they just need a
standard internet connection.
Call wrap-up is initiated after each call and
provides agents with a few seconds to prepare
themself ready to take the next call. The
wrap-up time is configurable for each queue and can be ended prematurely at the agents
discretion.
This useful feature enables agents to select
from a drop down list and specify why the call
was received. The reason codes and
descriptions are pre-configurable and included
as part of the supervisor reporting.
Agents can attract the supervisors attention
using the raise hand feature. This informs the
supervisor that the agent requires assistance,
and is particularly useful when facing a difficult
caller,
With the supervisor application, your client can be continually updated as to the status of
their contact centre, by monitoring agents and generating reports.
Using the agent dashboard, supervisors can
visually monitor the state of each agent.
Additionally, the supervisor can also see how
long the agent has been in their current state,
and to which queues they are assigned.
It’s possible that agents may be required to
work using only a handset. Under these
circumstances a supervisor can log agents in
and set their availability without the agent
requiring access to a PC or laptop.
The supervisor application includes an
extensive range of reports which can be output
in both PDF and Excel formats. Reports can be
generated on the fly, or scheduled to be
received automatically by e-mail.
Enables supervisors to put specific queues in
and out of service. This is useful when a team of
agents require training and calls need to be
overflowed to a different queue.
With this feature, a supervisor can close down
their contact centre with the click of a button. The
emergency closure option automatically puts
all queues out of service and redirects calls to
the appropriate overflow destination.
Monitor live call/agent stats on a big screen monitor or a PC/Laptop via an internet browser.
ensuring action can be taken immediately when the contact centre is not performing.
Display a range of call stats including , calls
waiting, answered, abandoned, longest waiting,
current SLA, total calls. average ring time and
more.
Display how many agents are logged in,
logged out, available, unavailable, on calls,
in wrap-up and more.
Configure thresholds which cause the
appropriate statistic to blink and/or play a tone
when the threshold is broken.
Display statistics in a range of different colours,
change the font and re-arrange tiles according
to your client preference.
All queues can be configured to automatically
reset back to zero at a specified time. This
allows the stats to refreshed overnight ready
for the following day.
Display one or multiple queues on a single
wallboard. It’s also possible to create a
summary board combining the totals from
all queues.
vSUITE’s interactive features streamline customer communications. Auto Attendant (IVR),
Smart Assistant,
and Insight CX are built on a flexible multi-level tree configuration, and
enables
organizations to design tailored customer journeys that improve efficiency
and service quality.
Provides a professional first impression as an
automated receptionist,
by guiding callers through
a series of menu options and enabling them
to
quickly to reach their required destination.
Schedules automated outbound calls
(No human agent required) to gather
or confirm important details, such as upcoming appointments, then updates
systems and databases in real time,
reducing manual workload.
Enables organizations to capture customer feedback through customizable after-call surveys,
helping them make data-driven decisions to improve future customer experience
